Self Service & Automation Practice

Question 1

What is the best way to privately suggest an article revision to the knowledge manager from the Service Portal?

Answer 1

Flag the Article

Question 2

How can users interact with agents and respond to them at their convenience through Virtual Agent in the web channel?

Answer 2

ASynchronious Chat

Question 3

Where can you view how a catalogue item appears in a conversational interface and modify the item if required?

Answer 3

In Catalog Builder

Question 4

What are the different types of Service Catalogue items that are fulfilled in the Now Platform? Select 3 Answers

Answer 4

Order an Item
Request a Service
Record Producer

Question 5

What user role can ONLY view the configuration and execution details of flows and subflows?

Answer 5

fd_read_flows

Question 6

With Asynchronous Chat…

Answer 6

your agents and end-users can participate in long-running conversations without being online concurrently.

Question 7

Enables users to launch the Flow Designer and Action Designer design environments to view the configuration and execution details of flows, subflows, and actions.

Answer 7

Fd_Read

Question 8

Enables a user to launch the Flow Designer design environment to view the configuration and execution details of flows and subflows.

Answer 8

fd_read_flows

Question 9

Enables a user to launch the Action Designer design environment to view the configuration of actions.

Answer 9

fd_read_actions

Question 10

Enables a user to view flow and action execution details. Administrators can grant this role to users that want to be able to view flow results but not create, change, or test them.

Answer 10

fd_read_operations

Question 11

Which Chatbot on the Now Platform allows you to send notifications directly to Slack and Microsoft Teams users?

Answer 11

Virtual Agent

Question 12

Which of the following statements are true regarding the use of Knowledge Management with Customer Service Management? Select 2 Answers

Answer 12

You can create knowledge articles using templates from a case in agent workspace
You can add knowledge articles to Self Service portal case records to resolve cases

Question 13

What are to available knowledge article types?

Answer 13

Wiki
HTML

Question 14

If an end-user wants to report an Incident, where do they navigate to on the service portal?

Answer 14

Can We Help You?

Question 15

A fulfiller locates the Catalog tasks related lists to view the SCTASKs associated with the RITM. Why doesn’t he/she see all of the tasks associated with the RITM record?

Answer 15

Some tasks must be completed before the next task appears n a related list

Question 16

A single request is submitted for approval. The RITM workflow includes pre-approval. Which of the following is true? (3 answers)

Answer 16

Anticipate future task
Visualize the overall request process
Identify the current action in the process

Question 17

Which menu item is a shortcut to display the primary Service Catalog to begin browsing items and services?

Answer 17

Catalog

Question 18

How can the reports and metrics for unauthenticated users on the Knowledge Management dashboard help knowledge managers?

Answer 18

They can track trends of unauthenticated users’ knowledge searches and article views and measure search effectiveness

Question 19

Which plugins are used to support Request Management? Select 3 Answers from the below options

Answer 19

Delegated Request Experience
ITSM Roles
Service Catalog core applications

Question 20

What dashboard enables you to monitor aggregated catalogue item data like fulfilment automation coverage, translation coverage, and conversational coverage?

Answer 20

Service Catalog Overview

Question 21

What are the three different request methods in the service catalog?

Answer 21

Submit
Order
Request

Question 22

What are the two types of approvals in request management?

Answer 22

Gating (Gating occurs at the request (REQ) level)
Process

Question 23

What 2 service catalogs come with demo data in ServiceNow?

Answer 23

Service Catalog
Technical Catalog

Question 24

What is the default data retention policy for knowledge View logs?

Answer 24

1 calendar year

Question 25

Which application provides a centralized location for creating, categorizing, viewing, and governing information related to the flow of work through ServiceNow?

Answer 25

Knowledge Management

Question 26

Each time a knowledge article is viewed, a record is added to which table?

Answer 26

Knowledge Use [kb_use]

Question 27

How do you ensure the uploaded attachments to a catalogue item attachment variable are deleted from the system if and when they are replaced/deleted on the form?

Answer 27

Setting the 'glide.sc.variable.attachment.delete.v2" system property to true...

Question 28

Which of the following persona reviews and approves a request to purchase office printers for a break room? Requestor Approver Catalog Manager Service Owner

Answer 28

Approver

Question 29

Requested items are contained within which of the following?

Answer 29

Service Catalogue Request

Question 30

What is mandatory to select when importing Microsoft Word documents as knowledge articles? Publish Category Short Description Knowledge Base

Answer 30

Knowledge Base

Question 31

What service request roles can maintain categories and catalog items and update catalog definition? Select 3 user_Criteria_admin catalog_editor sn_request_write catalog_admin catalog_manager

Answer 31

catalog_editor catalog_admin catalog_manager

Question 32

Where do you capture the work required to fulfil an order in a catalogue request?

Answer 32

Catalog Task (sc_task)

Question 33

How often does the system delete Flow Designer-related entries from the Variables [var_dictionary] table if they have not been used for more than a year?

Answer 33

Every month, the system deletes Flow Designer-related entries from the Variables [var_dictionary] table if they haven't been used for over a year. Previously, these variables were stored in the database indefinitely.

Question 34

At what Request Management stage do the process users complete a series of predefined tasks? Submittal Fulfillment Closure Approval

Answer 34

During the Fulfillment stage, process users complete a series of predefined tasks.

Question 35

Building an order is normally associated with the _______ stage in the Request Management Lifecycle.

Answer 35

Submittal

Question 36

What type of service catalogue item is used to create an incident or raise an HR case?

Answer 36

Record producer

Question 37

Who has a 'read' access to a Requested Item (sc_req_item) record? (3)

Answer 37

Requested for User Opened by User Approver

Question 38

What type of Flow Designer Trigger is required to look up a record, update a field value and request approval?

Answer 38

Record Based