Module 4: Self-Service and Process Automation

Question 1

What role allows administration of multiple Knowledge bases?

Answer 1

knowledge_admin

Question 2

What does Self-Service > Knowledge Show?

Answer 2

Knowledge Articles by Knowledge Base and Category, Featured content and popular articles (Most useful and Most Viewed)

Question 3

What 2 things does the Knowledge homepage show?

Answer 3

Knowledge articles and Social Questions (Q&A)

Question 4

What actions are possible from the Knowledge Homepage?

Answer 4

Import Articles, Create an Article, and Post a Question

Question 5

When Importing a Knowledge Article, what fields need data?

Answer 5

Knowledge Base, Category, and the word doc

Question 6

Name the 6 Knowledge Workflows

Answer 6

Knowledge- (for all) …

Approval Publish, 
Approval Retire, 
Instant Publish, 
Instant Retire, 
Publish Knowledge, 
Retire Knowledge

Question 7

Virtual Agent is …

Answer 7

is a conversation platform that assists users

Question 8

Virtual Agent’s best feature …

Answer 8

Immediate help

Question 9

Virtual Agent’s common 7 uses:

Answer 9

Answer FAQs,

providing a tutorial (How-to),

query records,

Gather data for an agent,

Perform diagnostics,

Resolve multi-step problems,

work with file attachments during a live chat

Question 10

What access does a user need to create a Knowledge Article?

Answer 10

Can Contribute

Question 11

What determines user access to Knowledge Bases and articles?

Answer 11

User Criteria

Question 12

What controls published Knowledge Articles

Answer 12

Workflows

Question 13

What is a Service Catalog

Answer 13

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

Question 14

What roles allow administrative access to the Service Catalog?

Answer 14

admin and catalog_admin

Question 15

6 Major Components of a Service Catalog:

Answer 15

Items

Variables

Variable sets,

Record producers

Order guides

Flows

Question 16

Order guides …

Answer 16

Assist customers order complete sets of items

Question 17

What does a record producer do?

Answer 17

Creates a simplified form that will create a Task

Question 18

What are the 5 parts of a Catalog Request REQ?

Answer 18

A request summarizes the order

One or more RITM are items and qty ordered

SCTasks lists tasks

Assignments

Work notes

Question 19

Where are your submitted Requests held?

Answer 19

Self-Service > My Requests

Question 20

In the Service Catalog, User Criteria can be applied to:

Answer 20

A category item or a category

Question 21

Service Catalog User criteria have sections:

Answer 21

Available For and Not Available For

Question 22

What three Task types are used in Catalog Items?

Answer 22

REQ (Request), RITM (Request Item) and SCTASK (Service Catalog Task)

Question 23

What module adds, edits, and removes Catalog Items?

Answer 23

Maintain Items

Question 24

What represents multiple related items as one request?

Answer 24

Order Guide

Question 25

What represents questions on a Catalog Item

Answer 25

Variables

Question 26

What appears as a simple form to create a record in a different table

Answer 26

Record Producer

Question 27

Where is the flow designer? (Module)

Answer 27

Process Automation - Flow Designer

Question 28

Common flow roles:

Answer 28

flow_designer flow_operator action_designer

Question 29

Flow triggers can be activated by these three -based things:

Answer 29

Record-based Data-based application-based

Question 30

What's a spoke

Answer 30

Flow designed trigged based on an application

Question 31

5 Common flow actions:

Answer 31

``` Ask for approval create record delete record look up record wait for condition ```

Question 32

3 times to use a Flow vs workflow:

Answer 32

Orchestrate business processes services with little technical user knowledge Reduce technical debt (scripts) When integrating with 3rd party systems

Question 33

4 times to use a workflow over flow:

Answer 33

Existing logic in a workflow If the process requires complex scripting Steps do not exist in Flow Your instance is pre Orlando & SLA timer is required

Question 34

5 Standard integrations for ServiceNow to external apps:

Answer 34

``` Login (SSO) LDAP Communications Monitoring Discovery & System Management ```

Question 35

What subscription is needed to integrate Flow with external applications?

Answer 35

IntegrationHub

Question 36

Where is data stored so it can be used later in a flow?

Answer 36

Data pill

Question 37

What are the FLOW components?

Answer 37

Trigger | 1 or more actions