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CSA Exam - ServiceNow > Module 4 > Flashcards

Module 4 Flashcards

1
Q

What is created when an order is placed for a catalog item?

A

REQ# (Request)
RITM# (Requested Item)
SCTASK (Service Catalog Task)

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2
Q

Which module is used to add, update, or remove catalog items?

A

Maintain Items

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3
Q

What represents questions asked when ordering a catalog item?

A

Variables

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4
Q

Which module is used to create or edit flow designer flows?

A

All–>Process automation–>Flow Designer

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5
Q

Where is the data from an action stored so it can be used in subsequent actions in the flow?

A

Data Pill

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6
Q

What are the components of a Flow Designer flow?

A

Trigger
One or more actions

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7
Q

What portals are available in the platform baseline?

A
  1. Employee Centre (/esc)
  2. Service Portal (/sp)
  3. Knowledge Portal (/kp)
  4. CAB Workbench (/cab)
  5. Instance Security Centre (/isc)
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8
Q

What Portals are available with additional licences?

A
  1. Employee Centre Pro (/esc)
  2. Community (/community)
  3. Customer Support (/csm)
  4. Customer Service (/csp)
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9
Q

What does Knowledge Management do?

A

Allows users to create, categorize, review, approve, and browse important information in a centralized location that is shared by the entire organization

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10
Q

How do you access the guided setup?

A

All > Knowledge > Administration > Guided Setup

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11
Q

How do you create a knowledge base without the guided setup?

A

All > Knowledge > Administration > Knowledge Bases
Click “New”

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12
Q

What do you use to determine which users can create, read, write, and retire knowledge articles?

A

User Criteria

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13
Q

With how many knowledge bases can an article be associate?

A

One

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14
Q

What are important user criteria?

A
  • canRead
  • cantRead
  • canContribute
  • cantContribute
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15
Q

What controls the publishing and retirement process for a knowledge article

A

Workflows

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16
Q

What are relevant Knowledge base workflows available in the ServiceNow baseline instance?

A
  • Knowledge – Approval Publish
  • Knowledge – Approval Retire
  • Knowledge – Instant Publish
  • Knowledge – Instant Retire
  • Knowledge – Publish Knowledge
  • Knowledge – Retire Knowledge
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17
Q

What is the Service Catalog?

A

A robust ordering system for services and products offered by various departments for users

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18
Q

Who can define catalog items?

A

Administrators and users with one of the various catalog roles

19
Q

What do categories do in the context of a Service Catalog?

A

They organize service catalog items into logical groups.

20
Q

Who can manage multiple Service Catalogs?

A

Admin or catalog_admin

21
Q

What does the catalog builder do?

A
  • Enables you to delegate the creation and maintenance of the catalog
  • Allows users to create templates for catalog items
22
Q

What can you do from the homepage of the catalog builder?

A
  • Create a catalog item
  • Create a catalog item template
  • View the available catalog items
  • View the available catalog item templates
  • View catalog items that are recently updated
  • View the configured content that describes the catalog building process in your organization
23
Q

What does the Service Catalog enable users to do?

A

View and order items from departments within their organziations.

24
Q

After a user has placed an order, what process beginns?

A

The request management process. For each catalog item, workflows facilitate the approval process as wella s the fulfillment tasks.

25
Q

What is true about service catalog variables?

A
  • They are global by default
  • Define the questions to ask the end user ordering the catalog item
  • Question choices can define the available options and might affect the order price
26
Q

Where do you go to create or edit a catalog item?

A

All>Service Catalog>Catalog definitions>maintain items

27
Q

What are a variable set’s fields?

A

Name
Description

28
Q

What are the major components of a service catalog?

A
  1. Items
  2. Record producers
  3. Variables
  4. Variable sets
  5. Flows
29
Q

What are record producers?

A
  1. A form that produces a task record (e.g. incident vs. requested item)
  2. They are a type of catalog item
30
Q

What are variable sets?

A

A collection of variables that can be shared between catalog items

31
Q

What does an order guide do?

A

Assists cutomers in ordering a complete set of needed items and to help users see item relationships

32
Q

What are the progress stages of a requested item?

A
  1. Waiting for approval (in progress)
  2. Approved
  3. Pending (has not started)
  4. Fulfillment (in progress)
  5. Deployment/delivery
  6. Completed
33
Q

Can you change the stages of a requested item? If yes, how?

A

Yes, with flow designer. You can create any number of stages.

34
Q

What do user criteria do?

A

Define conditions to determine which users can access service catalog items

35
Q

Where do you go to apply user criteria to items and categories?

A
  1. Item form
  2. Category form
  3. User criteria form
36
Q

Which roles might be required to work with the flow designer?

A

flow_designer
flow_operator
action_designer

37
Q

What trigger types are possible int he flow diagramming view?

A
  1. Record triggers
  2. Date triggers
  3. Inbound email
  4. Service Catalog
  5. SLA Task
38
Q

What types of triggers are there in general?

A
  1. Record-based
  2. Date-based
  3. Application-based
39
Q

What are flow components?

A
  1. Trigger
  2. Conditions
40
Q

What are core actions in flow designer?

A
  1. Ask for approval
  2. Create record
  3. Delete record
  4. Look up record
  5. Wait for condition
41
Q

What does the data section of the Flow Designer contain?

A

Data pills that can be used in subsequent actions

42
Q

How can the Process Automation Designer (PAD) be used?

A

Citizen Developers and process owners can automate existing Servicenow platform capabilities (send notifications, create new records…). It is based on the technology of Flow Designer

43
Q

What is a virtual agent?

A

A conversational platform that helps users obtain information, make decisions, and perform common work tasks within a messaging interface

CSA Exam - ServiceNow (9 decks)

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