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CSA 2023 (Tokyo/Utah) > Welcome to ServiceNow > Flashcards

Welcome to ServiceNow Flashcards

1
Q

The ServiceNow user interface is made up of:

A
  • Banner
  • Content Frame
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2
Q

What display lists?

A

Records from a table

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3
Q

How are the modules grouped in an application?

A

By category, giving the structure: Application > Category > Module.

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4
Q

Lists are: (3 attributes)

A

o Searchable
o Sortable
o Editable (if permissions allow)

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5
Q

What display filters?

A

A subset of a table’s records

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6
Q

What are forms used for?

A

Create and edit records

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7
Q

What are views?

A

Different layouts of record’s data

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8
Q

What 4 workflows can you choose with ServiceNow?

A
  1. IT Workflows
  2. Employee Workflows
  3. Customer Workflows
  4. Creator Workflows
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9
Q

What are 4 ways to interact with ServiceNow application and data?

A
  1. Next Experience Unified Navigation
  2. Now Mobile app
  3. Service Portal
  4. Employee Center
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10
Q

What attributes has an instance?

A

An instance is independent, changeable, and highly configurable

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11
Q

Where can you request a free instance of ServiceNow?

A

ServiceNow Developer Program

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12
Q

“All” menu provides access to:

A

to all applications and modules they contain.

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13
Q

What is an application?

A

An application is a group of modules (or pages) that provide related information and functionality in an instance

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14
Q

Where can you quickly navigate to applications and modules?

A

In the Filter Navigator

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15
Q

How many items display in the History tab by default?

A

30

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16
Q

What can be changed in User Preferences?

A
  1. Display
  2. Accessibility
  3. Notification (Core and Workspaces)
  4. Theme (if enabled)
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17
Q

What are Common User Interfaces?

A
  1. Workspaces
  2. Lists
  3. Forms
  4. Dashboard
  5. Knowledge Articles
  6. Service Catalog
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18
Q

What is a workspace?

A

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

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19
Q

What do list view display?

A

The list view displays records from a table.

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20
Q

What does a form display?

A

A form displays fields from one record, where users can view and edit the record data.

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21
Q

What is a dashboard?

A

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

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22
Q

Service Catalog:

A

It provides customers with self-service opportunities.

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23
Q

What are useful resources?

A
  1. Now Learning
  2. ServiceNow Comminity
  3. Global Events
  4. Developer Site
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24
Q

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

A

Pin the menu

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25
Q

Lists:

A

Display records from a table in the platform

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26
Q

Forms

A

Display fields from record

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27
Q

Workspaces

A

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

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28
Q

Knowledge Articles

A

Pieces of information to help support your role or job function

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29
Q

Each column on a list:

A

represents one field

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30
Q

Each row in a list:

A

represents once record

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31
Q

A list displays:

A

A set of records from a table

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32
Q

What does a List controls menu (list context menu)?

A

It allows to access options related to viewing and filtering the entire list.

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33
Q

Columns menu:

A

Allows to access additional actions related to the field

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34
Q

What is a view?

A

A version of a customized list or form which defines which fields appear and in what order.

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35
Q

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

A

one of the following:
* The order field, if one is present in the table
* The number field, if one is present in the table
* The name field, if one is present in the table

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36
Q

The list title bar:

A

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

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37
Q

Breadcrumbs:

A

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

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38
Q

Column header search (magnifying glass):

A

Provides a search within a specific column.

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39
Q

Column headers:

A

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

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40
Q

The Personalize List:

A

modifies the layout of a list for an individual user. It does not affect the Platform default.

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41
Q

A list collector (Personalize List Columns) allows to:

A
  1. Add or remove columns
  2. Rearrange columns
  3. Reset column defaults
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42
Q

List Editor:

A

allows a field value to be edited in a list without opening the record (incl. multiple records).

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43
Q

How to edit multiple records using List Editor?

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.

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44
Q

A filter:

A

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

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45
Q

What are 3 filter components:

A
  1. Field
  2. Operator
  3. Value
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46
Q

Quick filters:

A

Right-click on any field and select Show Matching or Filter Out records

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47
Q

Tags:

A

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

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48
Q

Tags can be created:

A

For any record from a list or form view.

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49
Q

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

A

Add a Tag column using list personalization.

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50
Q

Forms:

A

display fields that make up a record in a Platform.

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51
Q

In addition to fields, the form can also contain:

A

sections (Notes, analysis information, resolution information, Other information) and Related Lists.

52
Q

Related lists:

A

display records from tables that have a relationship to the current record. Related lists will only appear on a form if the record has already been saved to the database.

53
Q

Form Context Menu (Additional actions):

A

provides additional options specific to the form (most common is “Save”).

54
Q

Activity Stream

A

Displays the list of activities, or history on a form.

55
Q

Formatter

A

A formatter is an element used to display information that is not a field on a record. For example: Activity Stream, Work Notes / Customer Comments

56
Q

Related links:

A

are a way to view more data about the selected record that may not display on the form.

57
Q

Related lists:

A

show records from tables that have a relationship to the current record.

58
Q

Related lists

A

can be personalized - a user can adjust columns, filter, or refresh the list using the gear icon, list controls, or the funnel icon.

59
Q

Sidebars:

A

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

60
Q

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

A

Select Personalize Form

61
Q

What are the two options to hide fields on a form:

A
  1. Clear a field (uncheck a box)
  2. Hide field icon
62
Q

Can mandatory fields be hidden on a form?

A

No

63
Q

Templates:

A

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

64
Q

How do you display the Template bar?

A

Select “More options” icon from the form header, then “Toggle Template Bar.

65
Q

Save a record:

A

Allows to save changes without exiting the form.

66
Q

Submit a record:

A

To insert a new record and return to the previously viewed page.

67
Q

Update a record:

A

Save changes on an existing record and return to the previusly viewed page.

68
Q

More options:

A

Email, Toggle Template Bar, Annotations, and Tags.

69
Q

Magade Attachments:

A

Add or remove files to a form.

70
Q

Task:

A

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

71
Q

Tasks can be assigned to:

A
  1. Specific Users
  2. User Groups
72
Q

Task table:

A

Is a base table, core table (Incident, Problem and Change request tables are Child Tables of the Task table)

73
Q

Users:

A

can belong to more than one group. Every user belonging to a group inherits that group’s roles.

74
Q

Groups:

A

Identify a subset of users based on roles. A group may also contain other groups in the platform.

75
Q

Roles:

A

control access and permissions to features and capabilities in applications and modules.

76
Q

Where would you look for records assigned to you?

A
  1. My Work
  2. My Group’s Work
77
Q

User presence:

A

facilitates synchronous collaboration within one record.

78
Q

Work notes

A

a way to document all the technical and behind-the-scenes work on a task. These are internal only.

79
Q

Additional comments (Customer visible)

A

Upon saving, the additional comments (including updated information and comments history) are emailed directly to the requester.

80
Q

The activity section:

A

Is read-only and can be filtered

81
Q

Activity Stream inline editor

A

enables users to contribute to actual work within a record without opening a form interface. Users can add a comment or worknote.

82
Q

Visual Task Board consist of:

A
  1. Taskboard tools
  2. Quick panel
  3. Lanes
  4. Cards
83
Q

How many types of VTB exist?

A
  1. Freeform
  2. Data-driven
84
Q

Freeform VTB:

A

use as your personal organizer, creating individual tasks and freely add, remove or modify cards and lanes. You may change the title of your lanes.

85
Q

Data driven:

A
  1. Guided or,
  2. flexible;

Allows to add tasks to a flexible or guided VTB. Create filters
You may not change the title of lanes

86
Q

How can you create a VTB other tan from the application?

A

From list view (from the Column Context Menu)

87
Q

Reporting

A

enables you to create, edit, and distribute reports that show the current state of generated data in the Platform.

88
Q

Reports can be run:

A
  • manually
  • scheduled to run automatically
89
Q

Which reports can you create from list view:

A
  1. Bar Chart
  2. Pie Chart
90
Q

Types of reports:

A
  1. Bars
  2. Pies and Donuts
  3. Time Series
  4. Multidimensional Reports
  5. Scores
  6. Other (over 25 standard report types including Box, Calendar, Control, Funnel, List, Map, Pivot Table, Pyramid, Trend, and Trendbox)
91
Q

How can you learn how to run reports?

A

Navigate to All > Reports > Getting Started.

92
Q

Where do you build reports?

A

In Report Designer

93
Q

What is the path to create a report?

A
  1. Data
  2. Type
  3. Configure
  4. Style
94
Q

Insert (in Reporting):

A

Save a duplicate of the report and return of the report list.

95
Q

Insert and Stay (in Reporting)

A

Save a uplicate copy of the report, remaining on the report.

96
Q

What are the 2 options to distribute a report?

A
  1. Add to Dashboard
  2. Export to PDF
97
Q

Performance Analytics

A

provides information about performance iteratively, over time.

98
Q

Dashboards

A

Can be responsive or non-responsive.

Responsive dashboard functionality is enabled by default. Non-responsive dashboards have limitations including who can create, view, and edit them.

99
Q

How to create a dashboard?

A

All > Self-Service > Dashboards

100
Q

Which tab in the Report Designer allows to group data by a specific field?

A

Configure

101
Q

Knowledge Management

A

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

102
Q

Knowledge content

A

exists within a Knowledge Base, which is managed by one or more Knowledge Managers.

103
Q

The Knowledge homepage displays:

A

knowledge articles organized by Knowledge Base and Category.

104
Q

Knowledge articles within a KB are grouped by:

A

Category

105
Q

A KB article can be associated with:

A

ONLY one KB

106
Q

Category groups

A

can help define the Knowledge Base taxonomy and can help users find articles within a Knowledge Base.

107
Q

Real-time editing

A

is an extension of User Presence. Allows editing records in real time and seeing edits saved by other users, improving collaborative efforts.

108
Q

To only display the Work notes (Internal) fields:

A

Select the Show one journal field icon

108
Q

Show all journal fields icon:

A

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

109
Q

When viewing Knowledge content you may:

A
  • rate,
  • see the number of views,
  • flag,
  • create an incident,
  • mark as helpful,
  • leave comments.
109
Q

If the Work notes field is the only field displayed:

A

you may select the Additional Comments (Customer visible) checkbox

110
Q

User Criteria

A

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

111
Q

User Criteria is applied at:

A

KB level

112
Q

Knowledge articles:

A

may be published in multiple languages and display in accordance to the selected language of the user.

113
Q

Knowledge Base is:

A

A hub or section of categorized articles where organizations can control who can see what information is displayed.

114
Q

A KB is made of:

A

categories and articles

115
Q

A Knowledge article

A

can only be associated with one KB.

116
Q

Flag Article

A

to report an issue with the article.

117
Q

Service Catalog is:

A

a robust ordering system for services and products offered by various departments for users.

118
Q

Different catgories of Service Catalog:

A

organize catalog items into logical groups

119
Q

Service Catalog order consists of:

A
  1. REQ (request)
  2. RITM (requested item)
  3. SCTASK (catalog task)
120
Q

Virtual Agent (VA)

A

is a web-based interface; a friendly messaging interface that provides immediate help in the Platform

121
Q

Virtual Agent is available to:

A
  1. Service Portal,
  2. iOS, and Android mobile environments,
  3. third-party messaging applications through ServiceNow adapters for Slack, Microsoft Teams and Facebook Messanger
122
Q

Can users switch from VA to a human agent for support?

A

Yes

123
Q

Virtual Agent is powered by:

A

AI

CSA 2023 (Tokyo/Utah) (10 decks)

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