Process and Integration Flashcards
What are the plugins required for integrating with Incident, Problem, and Change Management?
O CMS: com.sn_cs.sm & com.snc.proactive_cs_ops
O Request Management: com.sn_cs_sm_request
O Problem: com.snc.best_pracice.problem…. & com.snc.csm_action_status
O Customer Service: com.sn_customerservice
Initiate: Customers, customer partners, and internal users with the proxy contact (sn_customerservice.proxy_contact) role can also create requests from the Customer and Consumer Service Portals.
What is the use case for using CMS with Request Management?
To fulfill requests and to streamline and automate the service delivery process.
What are the roles required for CSM/ITSM integration and external Customers?
snc_internal: Employees of the organization using CSM
snc_external: External customers and partners with read access
itil : allow agents to create and update incident, problem, change, and multiple requests for a case.
sn_incident_read: View information about an incident
sn_incident_write: Create an incident, associate existing and remove record
sn_problem_read :View problem record
sn_problem_write: Create a problem record
sn_change_read: View change record .
sn_change_write: Create a change record
sn_request_read: View information about request
sn_request_write: Create request records
What role is necessary to activate plugins?
You must have core admin role to activate plugins
What are store Apps?
They applications published through the ServiceNow Store and are automatically added to the Application Manager in a ServiceNow instance.
What benefits do scoped applications provide?
They provide additional layer of control over Customer Customer Service management data.
1. Customer Service Management teams can move at their desired pace, independent of IT.
2. Provide Customer Service Management teams the autonomy and control needed to configure and mange all aspects of Customer Service management related applications.
3. customer Service Management application data and business logic can be protected from changes made by other applications, potentially interrupting it.
What are the plugins required for integrating with Incident, Problem, and Change Management?
O CMS: com.sn_cs.sm & com.snc.proactive_cs_ops
O Request Management: com.sn_cs_sm_request
O Problem: com.snc.best_pracice.problem…. & com.snc.csm_action_status
O Customer Service: com.sn_customerservice
Initiate: Customers, customer partners, and internal users with the proxy contact (sn_customerservice.proxy_contact) role can also create requests from the Customer and Consumer Service Portals.
What is the use case for using CMS with Request Management?
To fulfill requests and to streamline and automate the service delivery process.
What are the roles required for CSM/ITSM integration and external Customers?
snc_internal: Employees of the organization using CSM
snc_external: External customers and partners with read access
itil : allow agents to create and update incident, problem, change, and multiple requests for a case.
sn_incident_read: View information about an incident
sn_incident_write: Create an incident, associate existing and remove record
sn_problem_read :View problem record
sn_problem_write: Create a problem record
sn_change_read: View change record .
sn_change_write: Create a change record
sn_request_read: View information about request
sn_request_write: Create request records
