Module 4 - Self Service Flashcards
What are the 5 baseline portals?
Employee Center
Service Portal
Knowledge Portal
CAB Workbench
Instance Security Center
Service Catalogs are managed by (2 roles)
Admin
Catalog_admin
Service Catalog Records (3 things)
Global by default
Define the questions to ask the end user in the catalog
Question choices can define the available options that impact “price”
Common Variable Types (5)
Multiple Choice
Select Box
Single Line Text
Reference
Checkbox
A Variable set…
Group of like variables, a parent container record into which you can store several variables.
Service Catalog Components (5)
Items
Variables
Variable Sets
Record Producers
Flows
Record Producers….
Appear as simplified forms, allowing users to provide basic information that is translated into task-based records
Order guides provide the ability to…
Order multiple, related items as one request. Variables are presented by the ORDER field number
Each request will have an auto prefix of…
REQ
Each request may have at least one requested item with a prefix of…
RITM
What roles are required to work with Flow Designer?
flow_designer
Flow_operator
action_Designer
WIthin Flow Designer, Tokyo allows you to look at a flow via…
Diagrams
Triggers within a flow are…(3 things)
Record Based
Date based
application Based
Record based flows
trigger a flow to run after a record has been created or updated
Date based triggers
Run a flow on a specified date and time or at scheduled intervals
Application based triggers
start a flow when applicaiton-specific conditions are met
Actions within a flow…
are operations executed by the system, such as looking up a record, updating a field, requesting approval etc.
Each time you add an action to a flow…
Flow designer adds a data pill to store its results
Whenever a record is created the data is added to data panel
True
Process automation designer enables…
Owners to author cross-enterprise workflows and create a single unified process
5 Core Flow Actions are…
Ask for Approval
Create a record
Delete Record
Look up Record
Wait for Condition
Virtual Agent is…
a conversational platform that helps users obtain information, make decisions, and perform common tasks
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 created to edit flow designer flows?
Flow Designer
Where is the data from an action stored so it can be used in subsequent actions in a flow?
Data Pill
What are the components of a flow designer flow
Trigger
Action(s)
