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ServiceNow Flashcards

1
Q

Where would you go to explore course options depending on the roles that you’re interested in?

A

Now Learning (nowlearning.servicenow.com)

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2
Q

What is ServiceNow?

A

It’s a platform; a piece of technology that lets people automate workflow in a business.

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3
Q

What are the 4 ServiceNow Workflows?

A

IT Workflows
Employee Workflows
Customer Workflows
Creator Workflows

(CICE)

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4
Q

What are the 4 ServiceNow Platform Interfaces?

A

The Next Experience
Now Mobile App
Service Portal
Employee Center
(NENS)

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5
Q

What is the Next Experience?

A

A ServiceNow Platform Interface.

The Next Experience Unified Navigation is the primary way to interact with applications and information in a ServiceNow instance. Access lists, forms, updates, applications, links, history, workspaces, and landing pages.

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6
Q

What is the Now Mobile App?

A

A ServiceNow Platform Interface.

The Now Mobile app enables employees to submit incidents and requests, manage tasks, and access company resources from anywhere! Through the mobile app, a user can also:

Upload images and attachments
Sign documents
Take surveys

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7
Q

What is the Service Portal?

A

A ServiceNow Platform Interface.

The Service Portal provides a user-friendly self-service experience by providing access to specific features using widgets. Service Portal is a great way for external (and existing, legacy) customers to engage with the Platform. When accessing the portal via web browser, type: https//<instance-name-here>.service-now.com/sp. Users can:</instance-name-here>

Search for articles, catalog items, and records
Submit requests
Browse the corporate news feed, and more!
To return back to the Platform view from the Service Portal, remove the “/sp” from your browser URL.

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8
Q

What is the Employee Center?

A

A ServiceNow Platform Interface.

This dynamic portal improves productivity by reducing time and effort employees spend accessing information across all departments. The Employee Center experience provides a platform for communication, engagement, and content experiences for internal employees.

There are no additional licensing costs associated with the Employee Center. It is available to all customers! When accessing the center via web browser, type: https//<instance-name-here>.service-now.com/esc</instance-name-here>

To return back to the Platform view from the Employee Center, remove the “/esc” from your browser URL.

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9
Q

What is an instance?

A

An instance in the Platform is independent, changeable, and highly configurable. An instance features an individual database containing data, applications, and customizations.

Each customer organization receives a minimum of two instances of ServiceNow: Production and Sub-production.

Request instances outside of this course using the ServiceNow Developer Program.

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10
Q

What is special about ServiceNow instances

A

Your data isn’t mingled in the same database as another organization’s data or other ServiceNow customers.

Each instance has customer data that can be exchanged between other instances.

Upgrades are made on individual instances.

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11
Q

How do you log in to ServiceNow

A

To access the Platform, a user navigates to a secure, unique URL: https//<instance-name-here>.service-now.com from a supported web browser.</instance-name-here>

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12
Q

What are common user interfaces within ServiceNow

A

Workspaces
Lists
Forms
Dashboards
Knowledge articles
Service Catalog
I = LKSFWD

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13
Q

What is a workspace?

A

A common user interface.

A workspace is a suite of tools displayed in a single-pane view that help resolve customer problems and provide answers to questions they may have. Agents, case managers, help desk professionals, and managers use these tools to find, research, and resolve issues.

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14
Q

What is a List View?

A

The list view displays records from a table in the Platform. With personalization and filtered lists, you can easily locate records and view activity associated with those records.

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15
Q

What are Forms?

A

A form displays fields from one record, where users can view and edit the record data. The specific information depends on the type of record displayed. The form can also contain sections and Related Lists (records in tables that have a relationship to the current record). Easily access forms by using Global Search.

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16
Q

What are Dashboards?

A

A dashboard is a custom arrangement of widgets and enables you to display multiple performance analytics and reporting on a single screen. If you have access to the dashboard, you can share it with multiple users. Navigate to Self Service > Dashboards to view the different dashboards in your instance.

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17
Q

What are knowledge articles and how do you request them?

A

Knowledge articles are uploaded to the Platform in specific categories to help platform users receive information or help about their job role or function. Articles live in Knowledge Bases (groups of articles set up by System Administrators).

You may request a Knowledge Base by navigating to All > Self-Service > Service Catalog. Then, select Can We Help You? Finally, select Request Knowledge Base.

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18
Q

What is a Service Catalog?

A

Navigate to Self-Service > Service Catalog to access this application that provide customers with self-service opportunities. Customers can view and request catalog items (services and product offerings).

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19
Q

What is Now Learning?

A

Now Learning is a learning experience portal where you can engage in learning opportunities based on your role and interests. Earn badges and become certified in one (or many) of our certification paths based on roles such as application specialists, platform architects, developers, implementers, or system administrators.

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20
Q

What is the ServiceNow Developer Site

A

Visit the Developer Site to explore application building or enhance your skills in the Platform by browsing around a free instance as an Application Developer or System Administrator.

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21
Q

What is the ServiceNow Community?

A

The ServiceNow Community is the place browse forums, blogs, event information, idea portals, and more! You can join the community today to expand your Platform knowledge and subscribe to forums to keep up to date with the latest information relevant to you.

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22
Q

What is ServiceNow Global Events?

A

From our Knowledge Conference, to Now Learning Live, join the Global Events community and sign up for an event today! ServiceNow Events are wonderful networking opportunities and you can attend live (in-person) or online. To get started, take a look at our on demand webinars and find an upcoming event for you!

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23
Q

What are the Next Experience features and menus?

A

All Menu
Filter Navigator
Pinning menus
Adding and customizing favorites
History menu
Workspaces menu

(WHAFAP)

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24
Q

What is the Filter Navigator in Next Experience?

A

The Filter Navigator is where you can quickly navigate to applications and modules. Simply begin by typing the application or module name (all, or part of, any module name). For example, if you were to search Service Catalog, you can start to type, “Service Cat” and all applications with the keyword will display.

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25
Q

What is the All Menu in Next Experience?

A

The All menu provides access to all applications and modules they contain. An application is a group of modules (or pages) that provide related information and functionality in an instance. For example, you’ll work in the Incident application in this course, which contains modules for creating and viewing incidents.

Selecting the All menu opens the Filter Navigator. Search for applications and modules using the Filter Navigator.

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26
Q

How do you pin a menu in Next Experience?

A

With Next Experience, when you select a menu, it will display as a temporary semi-transparent menu. If you want the menu to persist, select the Pin icon. This will place (pin) the menu to your content frame. You can also un-pin the menu by selecting the Pin icon again.

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27
Q

How do you add and customize favorites in Next Experience?

A

Selecting the star icon next to an application or module will create a Favorite menu item. Favorites can be re-ordered, edited, or removed from the menu by selecting the Edit (pencil) icon.

To re-order a favorite item, select the pencil icon first to edit it, then click and drag the item (or select the icon with six dots) to whichever order you’d like!

To change the name, color, and icon of a favorited item, select the item and change one or all three options!

While editing a favorited item, don’t forget to Save your edits (select Save edits) before exiting the Edit your favorites window.

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28
Q

What is the History menu in Next Experience?

A

Select the History menu, then select any recent activity to open the item in the Content Frame. By default, the maximum number of items displayed in the History tab is 30.

The system creates history entries for many types of content including lists, records, and homepages. Some content types are not tracked in the history, such as UI pages and other non-standard interfaces.

29
Q

What is the Workspaces menu in Next Experience?

A

Agents, case managers, helpdesk professionals, and managers use workspaces to help find, research, and resolve issues. There are different workspaces for different environments. For example, Agents can use IT Service Management (ITSM) workspaces or Customer Service Management (CSM) workspaces depending on the request.

30
Q

How do you personalize an instance?

A

Select the User menu, then Preferences to customize the behavior of the Next Experience across your instance. You can customize the following preference types:

Display
Accessibility
Notifications

31
Q

How do you personalize the display in an instance?

A

Toggle between how you would like list preferences to be displayed and how certain areas will appear in your instance (including date and time formats, specific to your region). Achieve the UI that works for you!

32
Q

How do you personalize the accessibility in an instance?

A

Set a variety of preferences related to accessibility accommodations. In the Next Experience, you can decide if you’d like to reduce motion, show date and time formats on forms, enable keyboard shortcuts, and more!

33
Q

How do you personalize workspace notifications in an instance?

A

Select the Workspace tab to view preferences on banners and badge count. This tab will only display if you have access to a Workspace and the Workspace is in focus.

34
Q

How do you personalize core notifications in an instance?

A

Set web and email notifications across your instance.

35
Q

What are the ways to identify table data?

A

Rows and columns

36
Q

What do rows and columns represent in a table?

A

Row: one record
Column: one field

37
Q

What are the menus accessible in a list?

A

List controls
Actions on selected rows
Select all list items
Column options
Quick filters
(CLAS-Q)

38
Q

What is a view in a list?

A

A view is a version of a customized list or form which defines which fields appear and in what order. Views enable users to quickly display the same list or form in multiple ways.

39
Q

How do you switch between views in a list?

A

To switch between different views of columns on a list, open the List controls menu and select View. Then select the name of the desired view.

40
Q

How do you know if you are in a view other than the default view?

A

If the view is anything other than the Default view, the view name appears in brackets beside the table list title (ex. Incidents View: Mobile).

41
Q

What are the ways that a list will be sorted if it is displayed for a user for the first time?

A

Order Field
Number Field
Name Field

42
Q

How do you sort a list in ascending/descending order?

A

To sort in ascending or descending order, select the caret (up or down arrow) icon next to the column name. You may also sort a column by selecting the Column options icon (three vertical dots) and sort (a to z) or (z to a).

43
Q

What is the anatomy of the list interface?

A

Title Bar
Breadcrumbs
Column header search
Column headers
Field values

44
Q

What is the function of the title bar in the list interface?

A

Displays the list title and view name (when not on the default view), as well as search list values. The filter icon allows you to create custom filters on your list. The gear icon allows you to personalize the list.

45
Q

What is the function of the breadcrumbs in the list interface?

A

Offers a quick form of filter navigation. Breadcrumbs are created by using the condition builder to apply filters to a list

46
Q

What is the function of the column header search in the list interface?

A

Provides a search within a specific column.

47
Q

What is the function of the column headers in the list interface?

A

Displays the title (field on a form) of the column.

48
Q

What is the function of the field values in the list interface?

A

They display additional actions.

49
Q

Why might you personalize a list?

A

Personalize a list to show or hide fields on a view, as well as change the list column order for the current logged-in user.

Personalization should be used for temporary situations. The Personalize List modifies the layout of a list for an individual user.

50
Q

How do you personalize a list?

A

Select the Personalize List (gear) icon in the list header. Once you select the personalize list icon, a list collector (Personalize List Columns) will open. Once you are done personalizing your list, select OK to save the changes.

51
Q

What can be done in the Personalize List Columns?

A

Add or remove columns: In the Available section, select the columns to add to your list. In the Selected section, you may select each column you would like to remove.

Rearrange columns: In the Selected section, select the column(s) you want to reorder and use the up or down icons to place the columns in the desired order.

Reset column defaults: Return the list’s columns to the default view.

52
Q

How do you know that a list has been personalized?

A

Once a list is personalized, the Personalize List (gear) icon will have a solid dot at the bottom of the gear. If you hover over it, the message, “Update Personalized List” will appear.

53
Q

What is the function of the List Editor?

A

The List Editor allows a field value to be edited in a list without opening the record. It is the quickest method to update a field on multiple records.

54
Q

How do you edit a list?

A

Locate a record within the field value that you would like to change. Double-click in an empty area of the field for in-line editing.

Make the change.

Save the record by selecting the save icon (green check mark). Selecting the cancel icon (X) or pressing the Escape key on your keyboard retains the original value of that field.

55
Q

How do you edit multiple list records?

A

Select any field on a record and then press the Shift key on your keyboard, and use your mouse to select multiple fields in a column to edit multiple records. You can also press the Shift key, click and drag multiple records in a column, to edit multiple records in a list.

The Platform will inform you of how many records will be changed. When done, save the changes.

56
Q

What is a filter?

A

A filter is a set of conditions applied to a table list to isolate a subset of data.

57
Q

What components make up a filter condition?

A

Three components that make up a filter condition include [1] field, [2] operator, and [3] value.

58
Q

How do you apply, add, edit, or remove filter conditons?

A

Select the Show/hide filter (funnel) icon to add, remove, or edit filter conditions and apply them.

59
Q

What is the field filter condition?

A

A choice list based on the table and user access rights. The choice list includes fields on related tables by dot-walking.

60
Q

What is the operator filter condition?

A

A choice list based on the field type. For example, in the incident table, the greater than operator does not apply to the Active field but it does apply to the Priority field.

61
Q

What is the value field condition?

A

A text entry field or a choice list, depending on the field type. For example, in the Incident table, the Active field offers a choice list with values true, false, and empty, while the Short description field offers a text entry field.

62
Q

What are examples of the text value field data type?

A

is, is not, contains, is one of, starts with, ends with

63
Q

What are examples of the numeric field data type?

A

is, is not, greater than, less than, greater than or is, less than or is

64
Q

What are examples of the date field data type?

A

on, before, after, between, is more than, is less than

65
Q

What are two Quick Filters for lists and how do you access them?

A

Show Matching
Filter Out
Right click on any field

66
Q

What is the function of a tag?

A

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

67
Q

How do you create a tag in list view?

A

To create a tag from a list view, right-click on a field and select Assign Tag.

68
Q

How do you edit your personal tags?

A

Edit personal tags by using the My Tags module (All > Self-Service > My Tags).

69
Q

How would you add and apply, or remove tags through in-line editing?

A

Use the List Personalization icon to add a Tag column. Then, you may use in-line editing to add, apply, or remove a tag.

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