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Welcome to ServiceNow Fundamentals (Tokyo) > ServiceNow Platform Overview (Tokyo) > Flashcards

ServiceNow Platform Overview (Tokyo) Flashcards

This is in prep for CSA, This is one of the required courses in the Now platform for CSA (SN Platform Overview)

1
Q

The Now Mobile app enables employees to

A

submit incidents and requests, manage tasks, and access company resources from anywhere

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2
Q

Through the Now Mobile app, a user can:

A

Upload images and attachments
Sign documents
Take surveys

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3
Q

the primary way to interact with applications and information in a ServiceNow instance

A

the Next Experience Unified Navigation

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4
Q

Next Experience Unified Navigation allows;

A

Access lists, forms, updates, applications, links, history, workspaces, and landing pages.

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5
Q

The Service Portal provides

A

a user-friendly self-service experience by providing access to specific features using widgets.

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6
Q

When accessing the portal via web browser, type: (https//<instance-name-here>.service-now.com/sp.),,,, Users can:</instance-name-here>

A

-Search for articles, catalog items, and records
-Submit requests
-Browse the corporate news feed, and more!

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7
Q

To return back to the Platform view from the Service Portal

A

remove the “/sp” from your browser URL

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8
Q

What is an instance?

A

each instance is a single implementation of the ServiceNow Platform

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9
Q

When you are accessing ServiceNow, you are accessing?

A

an instance of the Platform

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10
Q

What are the four workflows you can choose from with ServiceNow?

A

IT Workflows
Employee Workflows
Customer Workflows
Creator Workflows

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11
Q

An instance in the Platform is?

A

independent, changeable, and highly configurable

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12
Q

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

A

true

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13
Q

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

A

true

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14
Q

Upgrades are made on?

A

individual instances

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15
Q

ServiceNow utilizes an advanced architecture as?

A

the default offering for customers

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16
Q

An instance features an individual database containing?

A

data, applications, and customizations

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17
Q

Each customer organization receives a minimum of what two instances of ServiceNow?

A

Production and Sub-production

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18
Q

ServiceNow Product Documentation is your?

A

one-stop shop for topics, products, release notes and upgrades, and product accessibility

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19
Q

Which ServiceNow Platform interface improves employee productivity and is a platform for communication, engagement, and content experiences?

A

Employee Center

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20
Q

Where can you go to request a free ServiceNow instance outside of this course?

A

ServiceNow Developer Program

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21
Q

Where can you go to for all application modules in the platform?

A

Unified Navigation Header “All” Menu

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22
Q

This displays items that you have added as favorites. You can Select the edit pencil icon to customize your list of favorites.

A

Unified Navigation Header Favorites menu

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23
Q

The history menu is a scrolling view of recent activities including:
- forms and lists accessed
- catalog items
- homepages visited

A

Unified Navigation Header “History” tab

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24
Q

A suite of tools displayed that help resolve problems in the platform?

A

Unified Navigation Header “Workspaces” menu

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25
Q

Search for information across applications and record and is the quickest way to load individual records?

A

Unified Navigation Header Global Search

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26
Q

Unified Navigation Header Embedded help?

A

help panel provides feedback, and related articles where available.

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27
Q

Unified Navigation Header Notifications?

A

view and personalize notifications that are applicable to you across your instance at a central location. (notifications are based on your access in the platform)

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28
Q

Unified Navigation Header User Menu?

A

Provides options to access your profile. This is also where you may personalize your instance, set display, explore accessibility, and log out.

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29
Q

Pinning Menus allows?

A

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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30
Q

the maximum number of items displayed in the History tab

A

30

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31
Q

History menu does not display?

A

UI pages

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32
Q

the filter navigator…

A

is where you can quickly navigate to applications and modules.

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33
Q

In the preferences menu, you can customize the following preference types:

A

Display
Accessibility
Notifications

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34
Q

A workspace is?

A

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

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35
Q

List

A

Display records from a table in the platform.

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36
Q

With personalization and filtered lists, you can?

A

easily locate records and view activity associated with those records

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37
Q

A form displays?

A

fields from one record, where users can view and edit the record data

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38
Q

A dashboard is?

A

a custom arrangement of widgets and enables you to display multiple performance analytics and reporting on a single screen

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39
Q

to get to dasboards…

A

Navigate to Self Service > Dashboards to view the different dashboards in your instance

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40
Q

Knowledge articles are uploaded to the Platform in specific categories to?

A

help platform users receive information or help about their job role or function

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41
Q

Articles live in

A

Knowledge Bases (groups of articles set up by System Administrators)

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42
Q

You may request a Knowledge Base by navigating to?

A

All > Self-Service > Service Catalog. Then, select “Can We Help You?”
Finally, select Request Knowledge Base.

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43
Q

Service Catalog,,,to access this application that provide customers with self-service opportunities?

A

Navigate to Self-Service > Service Catalog

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44
Q

An application that provides users with self-service opportunities.
Where customers can view and request catalog items (services and product offerings)

A

Service Catalog

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45
Q

the place to browse forums, blogs, event information, idea portals, and more

A

The ServiceNow Community

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46
Q

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

A

Now Learning

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47
Q

where you can attend live (in-person) or online for ServiceNow Events

A

Global Events community

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47
Q

where you can explore application building or enhance your skills in the Platform by browsing around a free instance as an Application Developer or System Administrator.

A

ServiceNow Developer Site

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48
Q

What action do you take on a menu item for it to always display in your instance?

A

Pin the menu

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49
Q

Your user preferences allow you to configure
(select the three correct answers):

A

Display
Notifications
Accessibility

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50
Q

Displays a set of records from a table?

A

Lists

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51
Q

Custom arrangement of widgets on a single display

A

Dashboards

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52
Q

Knowledge Articles

A

Pieces of information to help support your role or job function

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53
Q

Forms

A

Display fields from record

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54
Q

You can identify table data in the form of

A

rows and columns

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55
Q

In a list, each row represents

A

one record

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56
Q

In a list, each column represents?

A

one field

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57
Q

Select the ______ icon next to the filter (funnel) icon to access options related to viewing and filtering the entire list.

A

list controls

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58
Q

Select the _____ icon in the desired column header to display action related to that column

A

column options

59
Q

_________ allows you to click on a check box to select all the records to display in a list?

A

select all list items

60
Q

_________ allows you to see a list of actions such as admin certain records from a list to a visual task board, or delete with note, or delete rows?

A

Actions of selected row drop down

61
Q

by right clicking on a field, you can see this menu with actions related to the values in that field (e.g. filtering options, assigning tags, etc…)

A

quick filters

62
Q

A list that is displayed to a user for the first time will be sorted by one of the following:

A

The order field
The number field
The name field

63
Q

Title bar:

A

Displays the list title and view name (when not on the default view), as well as search list values.

64
Q

Breadcrumbs:

A

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

65
Q

The filter icon allows you to

A

create custom filters on your list

66
Q

The gear icon

A

allows you to personalize the list

67
Q

Column header search

A

Provides a search within a specific column

68
Q

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

A

Column headers

69
Q

Right-click on a field value to access the additional actions

A

Field values

70
Q

modifies the layout of a list for an individual user

A

The Personalize List gear icon

71
Q

The following can be done through Personalize List Columns:

A

Add or remove columns
Rearrange columns
Reset column defaults

72
Q

the Personalize List (gear) icon will have a solid dot at the bottom of the gear

A

Once a list is personalized

73
Q

allows a field value to be edited in a list without opening the record

A

List Editor

74
Q

a set of conditions applied to a table list to isolate a subset of data

A

a filter

75
Q

Three components that make up a filter condition

A

field, operator, value

76
Q

Select the Show/hide filter (funnel) icon to

A

to add, remove, or edit filter conditions and apply them

77
Q

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

A

Field

78
Q

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.

A

Operator

79
Q

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.

A

Value

80
Q

Text value, numeric, and date are all types of

A

Field operators

81
Q

Field operator (Text value)

A

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

82
Q

Field operator (Numeric)

A

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

83
Q

Field operator (Date)

A

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

84
Q

provide an easy way to categorize, flag, and locate records

A

Tags

85
Q

Edit personal tags by using

A

My Tags module (All > Self-Service > My Tags)

86
Q

View tagged records by using

A

All > Self-Service > My Tagged Documents

87
Q

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

A

Add a Tag column using list personalization

88
Q

display records from tables that have a relationship to the current record

A

Related lists

89
Q

Related lists will only appear on a form if

A

the record has already been saved to the database

90
Q

form can also contain

A

sections and related lists

91
Q

Displays the list of activities, or history on a form. It provides an easy way to track items not displayed within a field in the record

A

Activity Stream

92
Q

allow agents to have real-time collaboration with others based around task-based or interaction-based records, while in a Workspace

A

Sidebar

93
Q

There are two ways to remove a field in a form

A

(1) A cleared (unchecked) box indicates a field that you previously hid
(2) You can select the Hide icon (red circle with a dash through it)

94
Q

reset the form to display all its original fields

A

select the Personalize Form icon and selecting Reset

95
Q

allow fields to be populated automatically, simplifying the process of generating new records

A

Templates

96
Q

to work with templates

A

Select the More options icon (…) from the form header, then select Toggle Template Bar

97
Q

To create a new template

A

select Create A New One? or select the plus sign (+)

98
Q

To remove the template bar from the form

A

select the Disable Template Bar icon (X)

99
Q

inserts a new record and return to the previously viewed page

A

Submit

100
Q

save changes without exiting the form view

A

Save

101
Q

save changes on an existing record and return to the previously viewed page

A

Update

102
Q

How would you select which fields on a form you want to display?

A

Select Personalize Form

103
Q

What are the two options to hide a field from a form through form personalization?

A

Select the Hide field icon
Uncheck the field’s box

104
Q

Which fields cannot be hidden on a form?

A

Mandatory fields

105
Q

Email, Toggle Template Bar, Annotations, and Tags are all part of

A

More options

106
Q

Add or remove files to a form

A

Manage Attachments

107
Q

any record that can be assigned to or completed by a user in ServiceNow

A

task

108
Q

list of all active tasks assigned to you, including:

Change Request
Group Approval
Incident
Knowledge Base Submission
Request
Security Case
Visual Task Board Task

A

My Work

109
Q

ist of all active tasks assigned to your group(s) but not yet assigned to an individual

A

My Groups Work

110
Q

facilitates synchronous collaboration within one record

A

User Presence feature

111
Q

communicate to stakeholders and document task activities throughout the task’s lifecycle

A

the Notes tab

112
Q

allows you to display multiple fields under the Notes tab, including Work notes and Additional Comments.

A

Show all journal fields icon

113
Q

enables users to contribute to actual work within a record without opening a form interface

A

Activity Stream inline editor

114
Q

allow you to:

Manage tasks through a visual, drag-and-drop interface
Identify process bottlenecks at a glance, in real-time
Track embedded activity screens to view updates all in one place

A

Visual Task Boards (VTBs)

115
Q

What are the names of the two modules in the Service Desk application, where you can locate work assigned to you and/or your group(s)? (select two answers)

A

My Work
My Groups Work

116
Q

Which feature facilitates synchronous collaboration within one record?

A

User presence

117
Q

Which tab would you use to communicate to stakeholders and document activities through the task’s lifecycle?

A

Notes

118
Q

What needs to be enabled to only display the Work notes field?

A

Show one journal field

119
Q

What are the two types of Visual Task Boards? (select two answers)

A

Data Driven

Freeform

120
Q

What is Reporting?

A

a way to visualize ServiceNow data and can be viewed and analyzed by you and your colleagues

121
Q

Data can be visually represented (reported) in the following ways;

A

bar charts
pie charts
dials
lists
pivot tables
donuts
(and more)

122
Q

Reports can be run

A

manually or scheduled to run automatically

123
Q

you can create your own reports by navigating to

A

All > Reports > Create Report

124
Q

contains a library of reports which can you run and use to create your own custom reports

A

All > Reports > View / Run

125
Q

enable you to display multiple Performance Analytics, reporting, and other widgets on a single screen

A

Dashboards

126
Q

Dashboards can be

A

responsive or non-responsive

127
Q

To view dashboards in the ServiceNow Platform. View recent dashboards, dashboards owned by you, shared with you, or all available dashboards in your instance. You may also filter and search for certain dashboards by name.

A

All > Self-Service > Dashboards

128
Q

What kinds of reports can be generated from a list? (select two answers)

A

Bar Chart
Pie Chart

129
Q

Where can you navigate to learn about Reporting within an instance?

A

All > Reports > Getting Started

130
Q

Which tab in the Report Designer allows you to group data by a specific field(s)?

A

Configure

131
Q

What are the two options to distribute a report? (select two answers)

A

Export to PDF
Add to Dashboard

132
Q

allows users to create, categorize, review, approve, and browse important information in a centralized location that is shared by the entire organization

A

Knowledge Management

133
Q

The Knowledge homepage displays knowledge articles organized by

A

Knowledge Base and Category

134
Q

defines conditions that are evaluated against users to determine which users can create (upload or author), read (view), write (edit), and retire (make articles inaccessible to all users) knowledge articles

A

User Criteria

135
Q

is applied at the Knowledge Base level in the Platform

A

User Criteria

136
Q

What is a Knowledge Base (KB)?

A

section of Knowledge categorized articles

137
Q

Select the different parts of the Knowledge Base architecture (select two answers).

A

Categories
Articles

138
Q

An article can only be associated with one knowledge base.

A

true

139
Q

What should you do to report problems with an existing article?

A

Create an incident

140
Q

The Service Catalog in your instance allows you to

A

request IT Services, report issues, order office supplies, request accessories for hardware, request hardware and software for your work area, and request mobile devices to help you get work done

141
Q

Once a catalog item (requests, requested items, and/or tasks) has been ordered, you may check on the status of the item by navigating to

A

All > Service Catalog > Open Records, and select Requests, Items, or Tasks.

142
Q

Where do you navigate to get to the Service Catalog?

A

All > Self-Service > Service Catalog

143
Q

What do catalog items fall under?

A

Different categories

144
Q

What are the three types of Open Records you can access in the Platform? (select three answers)

A

Tasks
Items
Requests

145
Q

a friendly messaging interface that provides immediate help in the Platform

A

Virtual Agent (VA)

146
Q

What other messaging interfaces can Virtual Agent connect with? (select three answers)

A

Facebook Messenger
Slack
Now® Mobile apps

Welcome to ServiceNow Fundamentals (Tokyo) (1 decks)

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