Welcome to ServiceNow Flashcards
What are the three (3) mobile apps for ServiceNow?
1.) Agent Mobile App
2.) Now Mobile App
3.) ServiceNow Onboarding App
What applications are available on the Agent Mobile App?
- IT Incidents
- Events
- Customer Service
- Field Service
- Security Incidents
- Vulnerabilities
- Risk
- Policy and Compliance
What is the NOW Mobile App?
It is designed for all employees to complete tasks, submit and track requests, manage co. resources, and search for information.
What is the ServiceNow On-boarding App?
New hires log into the app to complete tasks (signing documents, uploading files, etc). They can communicate with HR agent thru app.
What is the NOW platform user interface (UI) called?
Welcome to ServiceNow > Course Overview
Next Experience UI
Where would you go to explore course options depending on the roles that you’re interested in?
A.) ServiceNow Website (servicenow.com)
B.) ServiceNow Product Documentation (docs.servicenow.com)
C.) ServiceNow Community (community.servicenow.com)
D.) Now Learning (learning.servicenow.com)
Welcome to ServiceNow > Course Overview (KC)
D.) Now Learning (learning.servicenow.com)
Which job role or function can benefit from completing Welcome to ServiceNow?
A.) Any role or function
B.) System Administrator
C.) Human Resources (HR)
D.) Platform Security
Welcome to ServiceNow > Course Overview (KC)
A.) Any role or function
Name the four (4) menus located in the Unified Navigation header.
Welcome to ServiceNow > Next Experience, Navigation, and Access
All
Favorites
History
Workspaces
The ________ provides the context for where you are in the instance. You can select the star icon to favorite the displayed page.
Welcome to ServiceNow > Next Experience, Navigation, and Access
Contextual App Pill
What is the quickest way to locate an individual record across applications and records?
Welcome to ServiceNow > Next Experience, Navigation, and Access
Global Search, in the Unified Navigation header (right side)
What are the three right-most areas in the Unified Navigation header?
Welcome to ServiceNow > Next Experience, Navigation, and Access
Embedded Help
Notifications
User Menu
What content is NOT tracked in the history menu?
Welcome to ServiceNow > Next Experience, Navigation, and Access
Some content types are not tracked in the history, such as UI pages and other non-standard interfaces.
What are the common NOW user interfaces?
Welcome to ServiceNow > Next Experience, Navigation, and Access
- Workspaces
- Lists
- Forms
- Dashboards
- Knowledge Articles
- Service Catalog
What action do you take on a menu item for it to always display in your instance?
A.) Add the menu as a favorite
B.) Expand the menu
C.) Pin the menu
D.) Add the menu to your preferences
Welcome to ServiceNow > Next Experience, Navigation, and Access (KC)
C.
Your user preferences allow you to configure (select the four correct answers):
A.) Language & Region
B.) Display
C.) Application order
D.) Notifications
E.) Knowledge
F.) Accessibility
Welcome to ServiceNow > Next Experience, Navigation, and Access (KC)
A, B, D, F
Which site allows you to engage in learning journeys and earn badges, explore credentials, and submit cases for help in your instance?
A.) ServiceNow Product Documentation
B.) ServiceNow Community
C.) Now Learning
D.) ServiceNow Homepage
Welcome to ServiceNow > Next Experience, Navigation, and Access (KC)
C.
What is the hamburger icon called in a List view?
Welcome to ServiceNow > Course Overview > Lists and Filters
List Controls icon - access options related to viewing and filter the entire list
What is the vertical ellipses icon next to a column called?
Column options - displays actions related to that column
When you right-click on a field in a List, what is the menu with related actions to the values in that field called?
Quick filters
How is a list sorted for a user the first time it is displayed?
1.) the order field, if one is present
2.) the number field, if one is present
3.) the name field, if one is present
What allows a field value to be edited in a list without opening the record?
List Editing
What modifier key on the keyboard is used to select multiple records?
Shift
What are the three components of a filter?
1.) field
2.) operator
3.) value
Where do you find and edit your personal tags?
All > Self-Service > My Tags
Where do you find all your tagged records?
All > Self-Service > My Tagged Documents
What does each row in a list represent?
A.) A field in a record
B.) A record in a table
C.) An action in a table
D.) A table in the Platform
Welcome to ServiceNow > List and Filters (KC)
B.
What offers a quick form of filter navigation?
A.) Column headings
B.) Field values
C.) Additional actions
D.) Breadcrumbs
Welcome to ServiceNow > List and Filters (KC)
D.
True or False:
By personalizing a list, you change the layout of a list for anyone in your organization using the Platform.
Welcome to ServiceNow > List and Filters (KC)
False
What are the three components that make up a filter condition? (select three answers)
A.) Type
B.) Field
C.) User
D.) Operator
E.) Value
F.) Date/time
Welcome to ServiceNow > List and Filters (KC)
B. D. E.
How would you add and apply, or remove tags through in-line editing?
A.) Use the filter condition builder to add a New Tag
B.) Select the record and right-click to add a New Tag
C.) Right-click a field, select Assign Tag, then add a New Tag
D.) Select ‘Tags’ through the List views
Welcome to ServiceNow > List and Filters (KC)
C.
What form element is used to display information that is not a field on the record (for example, the Activity Stream or Work Notes/Customer Comments)?
Welcome to ServiceNow > Forms
A formatter
What area in a form displays records from tables that have a relationship to the current record?
A.) Fields
B.) Related activities
C.) More options
D.) Related lists
Welcome to ServiceNow > Forms (KC)
D.) Related lists
How would you select which fields on a form you want to display?
A.) Select More options
B.) Select Personalize Form
C.) Select Choice fields
D.) Change the form view
Welcome to ServiceNow > Forms (KC)
B.) Select Personalize Form
What are the two options to hide a field from a form through form personalization? (select two answers)
A.) Uncheck the field’s box
B.) Select the form and press Delete
C.) Select the Hide field icon
D.) Change the form view
E.) Reset the form view
Welcome to ServiceNow > Forms (KC)
A. C.
Which fields cannot be hidden on a form?
A.) Restricted fields
B.) Any fields can be hidden
C.) Work notes
D.) Mandatory fields
Welcome to ServiceNow > Forms (KC)
D.) Mandatory fields
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 Tasks
B.) Group Assignments
C.) My Assignments
D.) My Groups Tasks
E.) My Work
F.) My Groups Work
Welcome to ServiceNow > Tasks (KC)
E. F.
Which feature facilitates synchronous collaboration within one record?
A.) User activities
B.) Resolution notes
C.) Group chats
D.) User presence
Welcome to ServiceNow > Tasks (KC)
D.) User presence
Which tab would you use to communicate to stakeholders and document activities through the task’s lifecycle?
A.) Record Journal
B.) Notes
C.) Related Records
D.) Resolution Information
Welcome to ServiceNow > Tasks (KC)
B.) Notes
What needs to be enabled to only display the Work notes field?
A.) Show Work notes field
B.) Hide Additional comments field
C.) Hide Customer comments field
D.) Show one journal field
Welcome to ServiceNow > Tasks (KC)
D.) Show one journal field
What are the two types of Visual Task Boards? (select two answers)
A.) Data Driven
B.) Task
C.) Freeform
D.) To-do Tasks
E.) Organize Task
Welcome to ServiceNow > Tasks (KC)
A. C.
What is the visualization types (pivot table, heatmap, bubble) referred to as?
A.) Fillable charts
B.) Time series
C.) Multidimensional chart
D.) Multi-range chart
Welcome to ServiceNow > Platform Analytics (KC)
C.) Multidimensional chart
What kinds of charts can be generated from a list? (select two answers)
A.) Pie Chart
B.) Dashboards
C.) Bar Chart
D.) Time Series
E.) Interactive Charts
Welcome to ServiceNow > Platform Analytics (KC)
A.) Pie Chart
C.) Bar Chart
Where can you navigate to interact with the Visualization Designer within an instance? (select two answers)
A.) All > Platform Analytics > Library > Data Visualizations
B.) All > Platform Analytics > Analytics Center > Create new visualization
C.) All > Platform Analytics > Analytics Center > Create new dashboard
D.) All > Reporting > Analytics Center > Create new visualization
E.) All > Platform Analytics > Library > Reports
Welcome to ServiceNow > Platform Analytics (KC)
A.) All > Platform Analytics > Library > Data Visualizations
B.) All > Platform Analytics > Analytics Center > Create new visualization
Which section in the Visualization Designer allows you to group data by a specific field(s)?
A.) Data sources
B.) Aggregate fields
C.) Group by list
D.) Configuration panel
Welcome to ServiceNow > Platform Analytics (KC)
D.) Configuration panel
Which option allows you to distribute a visualization in the Visualization Designer?
A.) Create shared report
B.) Share
C.) Import
D.) Create and distribute
Welcome to ServiceNow > Platform Analytics (KC)
B.) Share
What is a Knowledge Base (KB)?
A.) The Knowledge homepage
B.) Most useful articles in the Platform
C.) Section of Knowledge categorized articles
D.) Featured content in the Platform
Welcome to ServiceNow > Knowledge Management (KC)
C.) Section of Knowledge categorized articles
How do Knowledge Managers set permissions to who can view or modify articles?
A.) Share the permalink
B.) Send the article via email
C.) Set Permissions
D.) Set User Criteria
Welcome to ServiceNow > Knowledge Management (KC)
D.) Set User Criteria
Select the different parts of the Knowledge Base architecture (select two answers).
A.) Categories
B.) Authors
C.) Articles
D.) Groups
E.) User Criteria
Welcome to ServiceNow > Knowledge Management (KC)
A.) Categories
C.) Articles
True or False… An article can only be associated with one knowledge base.
Welcome to ServiceNow > Knowledge Management (KC)
True
What should you do to report problems with an existing article?
A.) Leave a comment for the System Administrator
B.) Flag the article
C.) Give the article 1 star
D.) Mark the article as not helpful
Welcome to ServiceNow > Knowledge Management (KC)
B.) Flag the article
Where do you navigate to get to the Service Catalog?
A.) All > Catalog Items > Service Catalogs
B.) All > Service Catalog
C.) All > Categories > Service Catalog
D.) All > Self-Service > Service Catalog
Welcome to ServiceNow > Service Catalog (KC)
D.) All > Self-Service > Service Catalog
What do catalog items fall under?
A.) Different catalogs
B.) Different categories
C.) Different services
D.) Different hubs
Welcome to ServiceNow > Service Catalog (KC)
B.) Different categories
What are the three types of Open Records you can access in the Platform? (select three answers)
A.) Tasks
B.) Catalogs
C.) Items
D.) Requests
E.) Services
F.) Products
Welcome to ServiceNow > Service Catalog (KC)
D.) Requests
C.) Items
A.) Tasks
What other messaging interfaces can Virtual Agent connect with? (select three answers)
A.) Facebook Messenger
B.) Slack
C.) Instagram Messenger
D.) Snapchat
E.) Now Mobile apps
Welcome to ServiceNow > Virtual Agent (KC)
A.) Facebook Messenger
B.) Slack
E.) Now Mobile apps
What is Virtual Agent powered by?
A.) ServiceNow Code
B.) Python
C.) Artificial Intelligence (AI)
D.) HTML
Welcome to ServiceNow > Virtual Agent (KC)
C.) Artificial Intelligence (AI)
