Modul 4: Self-Service & Process Automation + generel quiz Flashcards
What is Knowledge Management?
Knowledge Management allows users to create, categorize, review, approve, and browse important information in a centralized location that is shared by the entire organization.
Knowledge content exists within a Knowledge Base, which is managed by one or more knowledge Managers.
What is Knowledge Base Workflows?
The publishing and retirement processes for a knowledge article are controlled by workflows defined for the Knowledge Base that the article belongs to.
What is Knowledge Security: User Criteria?
User Criteria defines conditions that are evaluated against users to determine which users can create, read, write, and retire knowledge articles.
What is a Virtual Agent?
Virtual Agent is a conversational bot platform that provides assistance to help users obtain information, make decisions, and perform common work tasks.
Denne funktion kræver en ekstra licens - man betaler pr. bruger-interaktioner.
What is a Service Catalog?
The Service Catalog is a robust ordering system for services and products offered by various departments for users:
- Categories organize catalog items
- “One stop shopping” offered to users
- Access to the Service Desk
- Help and Training Portal
- Multiple catalogs are supported
What are the Service Catalog Major Components?
- Items
- Variables
- Variable Sets
- Record Producers
- Order Guides
- Workflows
What is Record Producers?
Record Producers appear as simplified forms, allowing users to provide information that is translated into task-based records being added or modified in the database.
What is an Order Guide?
You should define an Order Guide to assist customers in ordering a complete set of needed items and to help users see item relationships.
What is RITM?
Requested Item Number
Explain Progress Stages for a Requested Item
While viewing the requested item, you can expand the workflow stages which provide summary-level feedback about the progress or state of an item in the delivery process. Man vil gerne have at slutbrugeren føler sig velinformeret - derfor laver man stages.
What is Service Catalog Security: User Criteria?
User Criteria defines conditions that are evaluated against users to determine which users can access Service Catalog items.
What is the Flow Designer?
The Flow Designer is an interface for building and enabling rich process automation capabilities, known as flows.
Flows automate business logic for a particular application or process such as approvals, tasks, notifications, and record operations.
Flow Designer is a codeless, natural language environment.
When and when not to use Flows:
Use:
- To orchestrate business processes across services with little technical user knowledge.
- With little technical debt; reduced script and script reuse to simplify upgrades and deployments.
- When integrating to third party systems.
Do not use:
- When heavy scripting is required to provide the majority of automation and execution.
- Existing logic already developed using workflow.
- Instance is running Jakarta or prior.
What is A Trigger (Flow Components)?
A trigger is an activity that initiates the flow by specifying a starting condition.
What is A Condition (Flow Components)?
Conditions are used to determine when or how an action runs