Welcome to ServiceNow Flashcards by Linda Leynes

Q

What are the three (3) mobile apps for ServiceNow?

A

1.) Agent Mobile App
2.) Now Mobile App
3.) ServiceNow Onboarding App

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Q

What applications are available on the Agent Mobile App?

A

IT Incidents
Events
Customer Service
Field Service
Security Incidents
Vulnerabilities
Risk
Policy and Compliance

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Q

What is the NOW Mobile App?

A

It is designed for all employees to complete tasks, submit and track requests, manage co. resources, and search for information.

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Q

What is the ServiceNow On-boarding App?

A

New hires log into the app to complete tasks (signing documents, uploading files, etc). They can communicate with HR agent thru app.

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Q

What is the NOW platform user interface (UI) called?

Welcome to ServiceNow > Course Overview

A

Next Experience UI

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Q

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)

A

D.) Now Learning (learning.servicenow.com)

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Q

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

A.) Any role or function

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Q

Name the four (4) menus located in the Unified Navigation header.

Welcome to ServiceNow > Next Experience, Navigation, and Access

A

All
Favorites
History
Workspaces

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Q

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

A

Contextual App Pill

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Q

What is the quickest way to locate an individual record across applications and records?

Welcome to ServiceNow > Next Experience, Navigation, and Access

A

Global Search, in the Unified Navigation header (right side)

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Q

What are the three right-most areas in the Unified Navigation header?

Welcome to ServiceNow > Next Experience, Navigation, and Access

A

Embedded Help
Notifications
User Menu

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Q

What content is NOT tracked in the history menu?

Welcome to ServiceNow > Next Experience, Navigation, and Access

A

Some content types are not tracked in the history, such as UI pages and other non-standard interfaces.

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Q

What are the common NOW user interfaces?

Welcome to ServiceNow > Next Experience, Navigation, and Access

A

Workspaces
Lists
Forms
Dashboards
Knowledge Articles
Service Catalog

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Q

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)

A

C.

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Q

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

A, B, D, F

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Q

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)

A

C.

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Q

What is the hamburger icon called in a List view?

Welcome to ServiceNow > Course Overview > Lists and Filters

A

List Controls icon - access options related to viewing and filter the entire list

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Q

What is the vertical ellipses icon next to a column called?

A

Column options - displays actions related to that column

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Q

When you right-click on a field in a List, what is the menu with related actions to the values in that field called?

A

Quick filters

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Q

How is a list sorted for a user the first time it is displayed?

A

1.) the order field, if one is present

2.) the number field, if one is present

3.) the name field, if one is present

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Q

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

A

List Editing

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Q

What modifier key on the keyboard is used to select multiple records?

A

Shift

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Q

What are the three components of a filter?

A

1.) field
2.) operator
3.) value

Q

Where do you find and edit your personal tags?

A

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)