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CSA > Module 4: Configure Self-Service > Flashcards

Module 4: Configure Self-Service Flashcards

1
Q

Baseline Portals

A

Employee Center
Service Portal
Knowledge Portal
CAB Workbench
Instance Security Center

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2
Q

Portals available with additional licenses

A

Employee Center Pro
Community
Customer Support
Customer Service

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3
Q

How to navigate to knowledge content?

A

All > Self-Service > Knowledge

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4
Q

What is Knowledge Management?

A

Allows users to create, categorise, review, approve and browse important information

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5
Q

What role(s) are needed to manage 1 or more knowledge bases?

A

Administrators
Knowledge_admin

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6
Q

How to provide feedback to a knowledge article?

A

Rating the article
Was it helpful - Yes or No
Leave a comment

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7
Q

Before creating and using knowledge articles, how do you set up Knowledge Management?

A

(Guided setup): All > Knowledge > Administration > Guided Setup

(Without guided setup): All > Knowledge > Administration > Knowledge Bases

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8
Q

How are knowledge articles displayed on the Knowledge homepage?

A

Knowledge Base
Category

(An article can only be associated with one knowledge base)

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9
Q

User Criteria Definition

A

Defines conditions that are evaluated against users. Determines which users can create, read, write and retire knowledge articles

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10
Q

Localisation?

A

Knowledge articles may be published in multiple languages and set to show only articles in the user’s selected language

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11
Q

User Criteria outcomes:

A

canRead
cantRead
canContribute
cantContribute

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12
Q

What are the 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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13
Q

Where to navigate to, to import a Word document?

A

All > Knowledge > Articles > Import Articles

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14
Q

What is the System Catalog?

A

A robust ordering system for services and products offered

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15
Q

Which 2 roles manage the Service Catalog?

A

Admin
Catalog_admin

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16
Q

What is the Catalog Builder?

A

Create or edit a catalog item using a visual and guided experience.
It enables you to delegate the creation and maintenance of the catalog

17
Q

Once something has been requested in the Service catalog, where does this request go?

A

Request Management.
This is where the request is tracked and fulfilled

18
Q

Request Management Process

A

Request
Request item
Catalog Task

19
Q

Where to navigate to, to create a new item or modify an existing item?

A

All > Service Catalog > Catalog Definitions > Maintain Items

20
Q

What is a Variable?

A

Defines the questions to ask when the end user is ordering the catalog item

21
Q

What is a Variable Set?

A

A collection of variable that can be shared between catalog items.
Groups of questions that are the same

22
Q

Common Variable Types:

A

Multiple Choice
Select Box
Single Line Text
Reference
Checkbox

23
Q

What is a Record Producer?

A

A form that produces a task record.
Type of Catalog Item

24
Q

What is a Flow?

A

Run behind the scenes and communicate the stages of the approval process to the requester

25
Q

What is an Order guide?

A

A way to order multiple related items as one request

26
Q

For Catalog Items, what is created when an order is placed?
With table names.

A

Request: REQ# Request [sc_request]
Item: RITM# Requested Item [sc_req_item]
Task: SCTASK# Catalog Task [sc_task]

27
Q

How to track a request?

A

All > Self-Service > My Requests

28
Q

Flow stages for a request…

A

Waiting for approval
Approved
Pending
Fulfilment
Deployment/Delivery
Completed

29
Q

Where do you go to create service catalog items?

A

All > Service Catalog > Catalog Definitions > Maintain Items

30
Q

What is Flow Designer?

A

Low code method.
It is a non-technical interface for building and enabling process automation capabilities (flows)

31
Q

How to launch the Flow Designer?

A

All > Process Automation > Flow Designer

32
Q

Which roles work with the Flow Designer?

A

flow_designer
flow_operator
action_designer

33
Q

What is a Trigger?

A

Instantiate the flow.
3 types:
1. Record-based
2. Date-based
3. Application based

34
Q

What is an Action?

A

Operations executed by the system.
Example: looking up a record.
When you add an action to a flow, it created a data pill

35
Q

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

A

Data Pill

36
Q

What is the Process Automation Designer?

A

Organises what a customer built in Flow Designer.
Simple task-orientated view of your processes

37
Q

What tool control the publishing and retiring process for knowledge articles?

A

Workflows

38
Q

What are the 2 components of Flow Designer?

A
  1. Triggers
  2. Actions
39
Q

Which ServiceNow tool is used by developers to create customer applications?

A
  • App Engine Studio
  • Studio

CSA (8 decks)

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