MN CSA Fundamentals - 2 Collaboration Flashcards
What are the four steps to assign tasks in ServiceNow:
Add users to groups
Apply roles to groups
Assign tasks to groups
Assign tasks to users
What are Assignment rules and where can you find them?
Rules that are used to automatically set a value in the Assigned to and/or Assignment group fields of a task record
System Policy > Rules > Assignment module
What are Assignment lookup rules and where can you find them?
Assignment rules that only applies to incident records
System Policy > Rules > Assignment Lookup Rules
Where can you find all work assigned to you or your group?
Service Desk > My Work
Service Desk > My Groups Work
What does the user presence feature offer?
It facilitates synchronous collaboration within one record
- allows you to see who is online, their current status, and what they are viewing or editing, all in real-time.
What is real-time editing?
Its an extension of user presence and improves collaboration by allowing you to edit records in real-time as well as see edits (indicated by a pulse icon) saved by other users
You can see their:
- state
- what their edits are
What is/does the activity stream inline editor offer?
It enables users to contribute to actual work within a record without opening a form interface
Opens from list view
What does the Visual Task Boards allow you to do? (3)
Manage your tasks through a visual, drag-and-drop interface
Identify process bottlenecks at a glance
Track activity to view updates all in one place
What is the connect chat?
A messaging tool that lets you work with others in real-time
What is the Connect Workspace?
It provides a full-screen view of all your Connect Chat conversations in one place
What are the three types of Visual Task Boards?
Freeform
- boards are not based on field values from record lists, and records do not update when cards are moved
Guided boards
- boards are based on fields values from record lists and records update when cards are moved
Flexible
- based on fields values from record lists and records do not update when cards are moved
What are the four common elements of a Visual Task Board?
Taskboard Tools (header, offers settings etc)
Quick Panel (below taskboard tools)
Lanes (middle)
Cards (several cards inside the lanes)
Which tab contains the Activity Stream for a task?
The Notes Tab
When can you send a notification through a system?
When a record is inserted or updated in a specified table if the specified conditions are met
Where can you find the notifications that are currently defined on the Now Platform?
System notifications > Email > Notifications
When configuring an email notification, where can you choose field values from the record to include within the message?
Select variables
Which three tabs are used to configure an email notification?
When to send
Who will receive
What it will contain
Which feature allows users to manage which notifications they receive about various activities occurring in the platform?
Subscription
Where can users set their notifications subscription preferences?
System settings
What can trigger a notification?
Record inserted or updated
Event is fired
A script
How is dot-walking used when configuring a notification?
Identify recipient (Users/Groups in fields)
Populate data in the notification (${number} or ${URI_REF})
Where can you access existing reports as well as creating new ones?
Reports > View/Run (new opens Report Designer)
Reports > Administration
What is a metric used for? (2)
Metrics measure data over time to show past history
Metrics can gather data as the data is update
What are the four tabs used to guide the user through creating a new report in the report designer?
Data
Type
Configure
Style
What should you consider when exporting a report to PDF and sharing the exported file? (2)
Information may be obsolete (not updated)
Access control is not enforced on exported data
