Module 4: Configure Self-Service Flashcards
Baseline Portals
Employee Center
Service Portal
Knowledge Portal
CAB Workbench
Instance Security Center
Portals available with additional licenses
Employee Center Pro
Community
Customer Support
Customer Service
How to navigate to knowledge content?
All > Self-Service > Knowledge
What is Knowledge Management?
Allows users to create, categorise, review, approve and browse important information
What role(s) are needed to manage 1 or more knowledge bases?
Administrators
Knowledge_admin
How to provide feedback to a knowledge article?
Rating the article
Was it helpful - Yes or No
Leave a comment
Before creating and using knowledge articles, how do you set up Knowledge Management?
(Guided setup): All > Knowledge > Administration > Guided Setup
(Without guided setup): All > Knowledge > Administration > Knowledge Bases
How are knowledge articles displayed on the Knowledge homepage?
Knowledge Base
Category
(An article can only be associated with one knowledge base)
User Criteria Definition
Defines conditions that are evaluated against users. Determines which users can create, read, write and retire knowledge articles
Localisation?
Knowledge articles may be published in multiple languages and set to show only articles in the user’s selected language
User Criteria outcomes:
canRead
cantRead
canContribute
cantContribute
What are the 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
Where to navigate to, to import a Word document?
All > Knowledge > Articles > Import Articles
What is the System Catalog?
A robust ordering system for services and products offered
Which 2 roles manage the Service Catalog?
Admin
Catalog_admin
What is the Catalog Builder?
Create or edit a catalog item using a visual and guided experience.
It enables you to delegate the creation and maintenance of the catalog
Once something has been requested in the Service catalog, where does this request go?
Request Management.
This is where the request is tracked and fulfilled
Request Management Process
Request
Request item
Catalog Task
Where to navigate to, to create a new item or modify an existing item?
All > Service Catalog > Catalog Definitions > Maintain Items
What is a Variable?
Defines the questions to ask when the end user is ordering the catalog item
What is a Variable Set?
A collection of variable that can be shared between catalog items.
Groups of questions that are the same
Common Variable Types:
Multiple Choice
Select Box
Single Line Text
Reference
Checkbox
What is a Record Producer?
A form that produces a task record.
Type of Catalog Item
What is a Flow?
Run behind the scenes and communicate the stages of the approval process to the requester
What is an Order guide?
A way to order multiple related items as one request
For Catalog Items, what is created when an order is placed?
With table names.
Request: REQ# Request [sc_request]
Item: RITM# Requested Item [sc_req_item]
Task: SCTASK# Catalog Task [sc_task]
How to track a request?
All > Self-Service > My Requests
Flow stages for a request…
Waiting for approval
Approved
Pending
Fulfilment
Deployment/Delivery
Completed
Where do you go to create service catalog items?
All > Service Catalog > Catalog Definitions > Maintain Items
What is Flow Designer?
Low code method.
It is a non-technical interface for building and enabling process automation capabilities (flows)
How to launch the Flow Designer?
All > Process Automation > Flow Designer
Which roles work with the Flow Designer?
flow_designer
flow_operator
action_designer
What is a Trigger?
Instantiate the flow.
3 types:
1. Record-based
2. Date-based
3. Application based
What is an Action?
Operations executed by the system.
Example: looking up a record.
When you add an action to a flow, it created a data pill
Where is the data from an action stored so it can be used in subsequent actions in the flow?
Data Pill
What is the Process Automation Designer?
Organises what a customer built in Flow Designer.
Simple task-orientated view of your processes
What tool control the publishing and retiring process for knowledge articles?
Workflows
What are the 2 components of Flow Designer?
- Triggers
- Actions
Which ServiceNow tool is used by developers to create customer applications?
- App Engine Studio
- Studio
