Module 4 Flashcards
What is created when an order is placed for a catalog item?
REQ# (Request)
RITM# (Requested Item)
SCTASK (Service Catalog Task)
Which module is used to add, update, or remove catalog items?
Maintain Items
What represents questions asked when ordering a catalog item?
Variables
Which module is used to create or edit flow designer flows?
All–>Process automation–>Flow Designer
Where is the data from an action stored so it can be used in subsequent actions in the flow?
Data Pill
What are the components of a Flow Designer flow?
Trigger
One or more actions
What portals are available in the platform baseline?
- Employee Centre (/esc)
- Service Portal (/sp)
- Knowledge Portal (/kp)
- CAB Workbench (/cab)
- Instance Security Centre (/isc)
What Portals are available with additional licences?
- Employee Centre Pro (/esc)
- Community (/community)
- Customer Support (/csm)
- Customer Service (/csp)
What does Knowledge Management do?
Allows users to create, categorize, review, approve, and browse important information in a centralized location that is shared by the entire organization
How do you access the guided setup?
All > Knowledge > Administration > Guided Setup
How do you create a knowledge base without the guided setup?
All > Knowledge > Administration > Knowledge Bases
Click “New”
What do you use to determine which users can create, read, write, and retire knowledge articles?
User Criteria
With how many knowledge bases can an article be associate?
One
What are important user criteria?
- canRead
- cantRead
- canContribute
- cantContribute
What controls the publishing and retirement process for a knowledge article
Workflows
What are relevant Knowledge base workflows available in the ServiceNow baseline instance?
- Knowledge – Approval Publish
- Knowledge – Approval Retire
- Knowledge – Instant Publish
- Knowledge – Instant Retire
- Knowledge – Publish Knowledge
- Knowledge – Retire Knowledge
What is the Service Catalog?
A robust ordering system for services and products offered by various departments for users
Who can define catalog items?
Administrators and users with one of the various catalog roles
What do categories do in the context of a Service Catalog?
They organize service catalog items into logical groups.
Who can manage multiple Service Catalogs?
Admin or catalog_admin
What does the catalog builder do?
- Enables you to delegate the creation and maintenance of the catalog
- Allows users to create templates for catalog items
What can you do from the homepage of the catalog builder?
- 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
What does the Service Catalog enable users to do?
View and order items from departments within their organziations.
After a user has placed an order, what process beginns?
The request management process. For each catalog item, workflows facilitate the approval process as wella s the fulfillment tasks.
What is true about service catalog variables?
- 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
Where do you go to create or edit a catalog item?
All>Service Catalog>Catalog definitions>maintain items
What are a variable set’s fields?
Name
Description
What are the major components of a service catalog?
- Items
- Record producers
- Variables
- Variable sets
- Flows
What are record producers?
- A form that produces a task record (e.g. incident vs. requested item)
- They are a type of catalog item
What are variable sets?
A collection of variables that can be shared between catalog items
What does an order guide do?
Assists cutomers in ordering a complete set of needed items and to help users see item relationships
What are the progress stages of a requested item?
- Waiting for approval (in progress)
- Approved
- Pending (has not started)
- Fulfillment (in progress)
- Deployment/delivery
- Completed
Can you change the stages of a requested item? If yes, how?
Yes, with flow designer. You can create any number of stages.
What do user criteria do?
Define conditions to determine which users can access service catalog items
Where do you go to apply user criteria to items and categories?
- Item form
- Category form
- User criteria form
Which roles might be required to work with the flow designer?
flow_designer
flow_operator
action_designer
What trigger types are possible int he flow diagramming view?
- Record triggers
- Date triggers
- Inbound email
- Service Catalog
- SLA Task
What types of triggers are there in general?
- Record-based
- Date-based
- Application-based
What are flow components?
- Trigger
- Conditions
What are core actions in flow designer?
- Ask for approval
- Create record
- Delete record
- Look up record
- Wait for condition
What does the data section of the Flow Designer contain?
Data pills that can be used in subsequent actions
How can the Process Automation Designer (PAD) be used?
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
What is a virtual agent?
A conversational platform that helps users obtain information, make decisions, and perform common work tasks within a messaging interface
