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CSA > Module 5 - Enable Productivity > Flashcards

Module 5 - Enable Productivity Flashcards

1
Q

What are the sharing options for a report? (4)

A

Share
Schedule (Sent via e-mail)
Add to Dashboard
Export to PDF

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2
Q

In the Reports module How can you filter down? (4 ways)

A

My Reports
Group Reports
Global
All

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3
Q

My Reports

A

Created by you and only visible to you

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4
Q

Group Reports

A

Reports visible to everyone in your group(s)

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5
Q

Global Reports

A

Available to everyone (all process users)

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6
Q

All Reports

A

List of all personal, group, and global reports

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7
Q

Order of Report Building Steps

A

Data > Type > Configure > Style

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8
Q

Publishing a report creates…

A

A permalink to the report, and anyone with the link can view the report

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9
Q

You can allow non ServiceNow users to view published reports (T/F)

A

True - Publishing a report creates a permalink until that report is unpublished

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10
Q

Reporting Tags -

A

Tags provide an easy way to categorize, flag, and locate records. Tags can be created against any record from a list or form view

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11
Q

Tags can be created against any record from a list or form view? (T/F)

A

True

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12
Q

Update

A

Overwrite a report, return to the report list

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13
Q

Insert

A

Save a duplicate copy of the report, return to the report list

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14
Q

Insert and Stay

A

Save a duplicate copy of the report, remaining on that report

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15
Q

Save as report source

A

Allows you to create a pre-defined data set that can be used for creating reports

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16
Q

Which system property needs to be set to true in order to see publish options?

A

glide.report.published_reports.enabled

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17
Q

Reports touch on the….

A

Current state of platform data (Static)

18
Q

Performance Analytics provides…

A

information about performance iteratively over time (time based)

19
Q

Reporting can answer…

A

Where we are today

20
Q

Performance analytics can answer… (multiple ideas)

A

where were we before?
Did we Improve?
When will we get there?
How do we get there quicker?

21
Q

In addition to calculating trends against targets, performance analytics can:

A

Alert when thresholds are met
Forecast future performance
Compare performance against different periods in time

22
Q

Favorites can include tagging? (T/F)

A

True - Favorites can be saved with views, tags, etc.

23
Q

Dashboards enable you to…

A

display multiple performance analytics, reports, and other widgets on a single screen

24
Q

Templates allow forms….

A

Allow Forms to be populated automatically, simplifying the process of generating new records

25
Q

Quick Messages allow…

A

You to create predefined content to add into an email client so your users can compose emails consistently and efficiently

26
Q

Notifications can be triggered through 3 methods (THIS WAS ON THE TEST)

A

Email
SMS
Meeting Invitation

27
Q

To access new notifications navigate to

A

All > System Notifications > Email > Notifications

28
Q

Notifications have 3 elements: (On the test)

A

When To Send
Who will Receive
What it will Contain

29
Q

Dot Walking…

A

Allows you to gather information from a series of tables through reference fields

30
Q

How many users should an e-mail distribution list have (Maximum)

A

1,000 users (By default the system creates notification for 100 each)

31
Q

Sidebar discussions

A

Realtime chats to collaborate when agents are working on a task or interaction-based record

32
Q

Docked Windows

A

fulfillers can access multiple sidebar discussions and tab between them

33
Q

Activity Streams -

A

When a sidebar discussion is started, a tile is put into the activity stream.

34
Q

Integration hub offers…

A

several pre-built sets of integration actions to interact with common third-party applications

35
Q

Predictive Intelligence

A

Uses machine learning algorithms to set field values during record creation

36
Q

What should you consider when exporting a report to PDF and sharing?

A

Static Document (Information could be obsolete)
Access control rules are not enforced

37
Q

What are the four tabs used to guide the user through creating a report?

A

Data > Type > Configure > Style

38
Q

What can trigger a notification?

A

Insert a record
Event is fired
A Script is fired

39
Q

Three ways to share a report to other people

A

PDF
Publish
Schedule an E-mail

40
Q

Which 3 tabs are used to configure an e-mail notification?

A

When to Send
Who will receive
What it Contains

41
Q

Where can users manage notification channels and manage subscriptions?

A

All > System Settings > Notifications
(OR user preferences)

CSA (16 decks)

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