Module 5: Enable Productivity

Question 1

Reports are…

Answer 1

Prepared on an ad-hoc basis, show results by allowing users to view & analyse ServiceNow data

Question 2

Where to navigate to, to create your oen reports?

Answer 2

All > Reports > View/Run

Question 3

For more information on Reports, where should I navigate to?

Answer 3

All > Reports > Getting Started

Question 4

Examples of Report Types?

Answer 4

Pareto
Donut
Heatmap

Question 5

What are the Report Visibility Controls?

Answer 5

My reports (created by you, only visible to you)
Group (Visible to everyone in group)
Global (Available to everyone)
All (All the above)

Question 6

What are the 4 section in Report Designer?

Answer 6

Data
Type
Configure
style

Question 7

Tags…

Answer 7

Provide an easy way to categorise, flag and locate records.
They can be created against any record from a list or form view.

Question 8

With a Dashboard, you can do what?

Answer 8

Enable you to display multiple Performance Analytics, reports and other widgets on a single screen

Question 9

Form Templates

Answer 9

Allow form field to be populated automatically.
Need to go to More … Toggle Template Bar (On Classic List)

Question 10

Quick Messages

Answer 10

Predefined content to add into the email client so your users can compose emails consistently and efficiently

Question 11

Where to create and manage email client templates?

Answer 11

Email Client > Email Client Templates

Question 12

How to navigate to Quick Messages?

Answer 12

Email Client > Quick Messages

Question 13

A Notification is triggered by what?

Answer 13

• An event
• Record inserted or updated
• A script

Question 14

3 types of Notifications

Answer 14

1. Email notifications
2. SMS
3. Meeting invitation

Question 15

Where do I navigate to, to access a new notification record?

Answer 15

All > System Notification > Email > Notifications

Question 16

3 step process to creating notifications?

Answer 16

1. When to send
2. Who will receive
3. What it will contain

Question 17

What does a Watermark label do on an email notification?

Answer 17

It allows the matching of incoming emails to existing records

Question 18

Where do I navigate to, to create a new notification?

Answer 18

All > System Notification > Email > Notifications

Question 19

What are the 4 additional capabilities?

Answer 19

1. Sidebar (real-time collaboration with others)
2. Integration Hub (several pre-built sest of integration actions to interact with 3rd party applications)
3. Automation Center
4. Predictive Intelligence (users machine learning algorithms to set field values during record creation)

Question 20

What are sets of integration actions referred to as?

Answer 20

Spokes

Question 21

How do we train Predictive Intelligence?

Answer 21

Machine learning algorithms

Question 22

What are 2 ways to create a report?

Answer 22

• All > Reports > View/ Run
• From a List View

Question 23

Name 5 ways of sharing a report with other people in the organisation?

Answer 23

1. Share with Users/ Groups in platform
2. Scheduled email
3. Export to PDF
4. Add to shared Dashboard
5. Publish

Question 24

What subscription do you need to integrate Flow Designer with external instances and 3rd part applications?

Answer 24

IntegrationHub

Question 25

What subscription do you need to integrate Flow Designer with external instances and 3rd part applications?

Answer 25

IntegrationHub

Question 26

What is Sidebar integrated with?

Answer 26

Activity Stream

Question 27

Users with what role can initiate the setup of Predictive Intelligence?

Answer 27

Admin
ml_admin

Question 28

What shoudl you consider when exporting a report to PDF and sharing the exported file?

Answer 28

• Information may be obsolete
• Access control (security) is not enforced on exported data

Question 29

Where can users define notification channels and manage subscriptions?

Answer 29

• All > Self-Service > My Notification Preferences
• User profile menu > Preferences > Notifications > Core UI