Module 4: Self-Service and Process Automation Flashcards
What role allows administration of multiple Knowledge bases?
knowledge_admin
What does Self-Service > Knowledge Show?
Knowledge Articles by Knowledge Base and Category, Featured content and popular articles (Most useful and Most Viewed)
What 2 things does the Knowledge homepage show?
Knowledge articles and Social Questions (Q&A)
What actions are possible from the Knowledge Homepage?
Import Articles, Create an Article, and Post a Question
When Importing a Knowledge Article, what fields need data?
Knowledge Base, Category, and the word doc
Name the 6 Knowledge Workflows
Knowledge- (for all) …
Approval Publish, Approval Retire, Instant Publish, Instant Retire, Publish Knowledge, Retire Knowledge
Virtual Agent is …
is a conversation platform that assists users
Virtual Agent’s best feature …
Immediate help
Virtual Agent’s common 7 uses:
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
What access does a user need to create a Knowledge Article?
Can Contribute
What determines user access to Knowledge Bases and articles?
User Criteria
What controls published Knowledge Articles
Workflows
What is a Service Catalog
A robust ordering system for services and products offered by various internal departments
What roles allow administrative access to the Service Catalog?
admin and catalog_admin
6 Major Components of a Service Catalog:
Items
Variables
Variable sets,
Record producers
Order guides
Flows
Order guides …
Assist customers order complete sets of items
What does a record producer do?
Creates a simplified form that will create a Task
What are the 5 parts of a Catalog Request REQ?
A request summarizes the order
One or more RITM are items and qty ordered
SCTasks lists tasks
Assignments
Work notes
Where are your submitted Requests held?
Self-Service > My Requests
In the Service Catalog, User Criteria can be applied to:
A category item or a category
Service Catalog User criteria have sections:
Available For and Not Available For
What three Task types are used in Catalog Items?
REQ (Request), RITM (Request Item) and SCTASK (Service Catalog Task)
What module adds, edits, and removes Catalog Items?
Maintain Items
What represents multiple related items as one request?
Order Guide
What represents questions on a Catalog Item
Variables
What appears as a simple form to create a record in a different table
Record Producer
Where is the flow designer? (Module)
Process Automation - Flow Designer
Common flow roles:
flow_designer
flow_operator
action_designer
Flow triggers can be activated by these three -based things:
Record-based
Data-based
application-based
What’s a spoke
Flow designed trigged based on an application
5 Common flow actions:
Ask for approval create record delete record look up record wait for condition
3 times to use a Flow vs workflow:
Orchestrate business processes services with little technical user knowledge
Reduce technical debt (scripts)
When integrating with 3rd party systems
4 times to use a workflow over flow:
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
5 Standard integrations for ServiceNow to external apps:
Login (SSO) LDAP Communications Monitoring Discovery & System Management
What subscription is needed to integrate Flow with external applications?
IntegrationHub
Where is data stored so it can be used later in a flow?
Data pill
What are the FLOW components?
Trigger
1 or more actions
