ServiceNow Knowledge Base
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Questions and Answers

To make articles visible to callers from the Incident form, what feature would you use?

  • Show User Viewable
  • Search as User (correct)
  • User Only View
  • Internal/External Highlighting

    • How would you update the catalog item to add additional input fields?

  • Edit in Form Designer
  • Edit in Catalog Item Designer (correct)
  • Edit in Catalog Builder
  • Edit in Item Designer

    • What could you do on the incident form to resolve the issue of accidental assignments to the Network CAB?

  • Modify the choice list to include only the appropriate group types (correct)
  • Add a UI action to provide an error message if the Network CAB group is selected
  • Add a UI action to hide the Network CAB group from the list
  • Add Dictionary Override to specify the Incident group Reference Qualifier

    • Which Agent workspace feature provides automatic search results showing possible solutions for records they open?

    <p>Related Search Results</p> Signup and view all the answers

    What capability provides visibility to data joined between multiple tables?

    <p>Database Views</p> Signup and view all the answers

    To update the sys_popup view for the user table, what option would you select?

    <p>Update the sys_popup view for the user table</p> Signup and view all the answers

    What feature would you use to ensure that agents can only see articles visible to the caller from the Incident form?

    <p>Search as User</p> Signup and view all the answers

    How would you prevent Service Desk users from accidentally assigning Incidents to the Network CAB?

    <p>Modify the choice list to include only the appropriate group types</p> Signup and view all the answers

    What does a Model State contain in Change Management?

    <p>Model State transition conditions and policies</p> Signup and view all the answers

    At which level can the type of knowledge feedback be enabled or disabled?

    <p>Knowledge article</p> Signup and view all the answers

    What process would be used to ensure a new Catalog Item is authorized?

    <p>Change Management</p> Signup and view all the answers

    What cannot be defined or set through a Catalog UI Policy?

    <p>Setting a Service Level Agreement for a stage</p> Signup and view all the answers

    When configuring stages in Flow Designer, what options can be done?

    <p>Estimated durations can be set</p> Signup and view all the answers

    How are Service Catalogs and Catalog Items related?

    <p>A catalog item can be associated with one or more service catalogs</p> Signup and view all the answers

    Which role has the ability to modify the cart layout?

    <p>catalog_admin</p> Signup and view all the answers

    Which of the following elements are automatically included in the name of the update set for items published via Catalog Builder?

    <p>item name</p> Signup and view all the answers

    What tools are available to the assignee to help resolve an Incident? (Choose two.)

    <p>Resolutions from similar incidents</p> Signup and view all the answers

    Your customer wants to use the Service Catalog to generate task-based records for end-user inquiries. What Service Catalog capability can you use to generate these records?

    <p>Record Producers</p> Signup and view all the answers

    Which type of catalog item may be found in a Service Catalog?

    <p>Requested Items</p> Signup and view all the answers

    From which table, is the Incident table extended?

    <p>Task [sn_task]</p> Signup and view all the answers

    What optional Incident table is extended from the Task table?

    <p>Incident Task [incident_task]</p> Signup and view all the answers

    Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)

    <p>Choices have no additional metadata to drive process</p> Signup and view all the answers

    When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)

    <p>If selected CI has an Owner group, write that group to the Assignment group field</p> Signup and view all the answers

    What does the statement "Modify the Incident Lifecycle flow to expire after 7 days" refer to?

    <p>Auto-closing Incidents after 7 days</p> Signup and view all the answers

    Which two resources should the new Business Analyst review to prepare for their first Service Catalog workshop?

    <p>Service Catalog and Request Mgmt - Process Guide</p> Signup and view all the answers

    Which role provides access to the CI Class Manager?

    <p>sn_class_manager</p> Signup and view all the answers

    What module is used to change the time setting between incident Resolution and Closure?

    <p>Incident Settings</p> Signup and view all the answers

    What occurs by default when an email with an Incident watermark is received?

    <p>Incident record is updated, per the action's script</p> Signup and view all the answers

    What distinguishes an Email Template from a Quick Message in the Email Client?

    <p>Email Templates are forms sent to users; Quick Messages are used by Chat Bots.</p> Signup and view all the answers

    To automatically close incidents 7 days after being resolved, which two adjustments should be made?

    <p>Update the incident lifecycle to start from the Resolved date.</p> Signup and view all the answers

    Which option represents a misunderstanding of the purpose of Email Templates?

    <p>They automatically integrate into every email sent.</p> Signup and view all the answers

    How are Quick Messages different from Email Templates within the Email Client?

    <p>Email Templates must be filled out before sending, whereas Quick Messages can be sent instantaneously.</p> Signup and view all the answers

    Which two roles allow users to make modifications to the Service Catalog home page?

    <p>sc_catalog_admin</p> Signup and view all the answers

    What tool would you use to create a request for a new hire employee's workstation and company mobile?

    <p>Catalog Item</p> Signup and view all the answers

    What tool empowers process owners to automate approvals, tasks, and notifications using natural language with minimal coding?

    <p>Flow Designer</p> Signup and view all the answers

    Which process is responsible for managing the lifecycle of all catalog items, ensuring a central, accurate, and consistent source of data?

    <p>Service catalog management</p> Signup and view all the answers

    When creating separate catalogs for Human Resources and external customers, where would the definitions of these catalogs be stored?

    <p>Catalog [sc_catalog]</p> Signup and view all the answers

    What field determines who can edit, update, and delete catalogs, categories, and catalog items within a catalog?

    <p>Owner</p> Signup and view all the answers

    Which of these items is typically found within a Service Catalog?

    <p>Categories</p> Signup and view all the answers

    What happens to a Knowledge Base article on its Valid To Date?

    <p>It is archived.</p> Signup and view all the answers

    Study Notes

    ServiceNow Platform

    • Update the sys_popup view for the user table to modify the popup view for users.
    • Update the sys_quick view for the caller table to modify the quick view for callers.

    Knowledge Base

    • The knowledge base can be used to store articles targeted at internal audiences (technical) and end users (simple instructions).
    • The "Search as User" feature can be used to identify which articles are visible to callers.

    Catalog Management

    • Use the Catalog Item Designer to update catalog items.
    • The service catalog can be accessed via the Self-Service > Service Catalog module.
    • Only users with the catalog_admin or sc_catalog_admin roles can make edits to the service catalog home page.
    • The catalog table stores the definition of catalogs created for different purposes (e.g., Human Resources, customer-facing).
    • The Owner field specifies who can edit, update, and delete catalogs, categories, and catalog items.
    • Record Producers can be used to create new records (e.g., New Hire Employee request).

    Incident Management

    • The Incident form can be modified to restrict the Assignment Group field to only show relevant groups.
    • The Incident lifecycle flow can be triggered from the Resolved date instead of the Updated date.
    • The incident_close UI action script can be updated to close incidents automatically after a certain period.
    • The Incident table is extended from the Task table.
    • The Task table has optional extensions such as Child Incident, Major Incident, and Incident Task.

    Change Management

    • A Model State contains Model State transitions, properties, and policies.
    • The type of knowledge feedback can be enabled or disabled at the knowledge article template level.
    • Change Management can be used to ensure that new catalog items are authorized.

    Flow Designer

    • Stages in Flow Designer can be configured to set stage labels and names, define Service Level Agreements, and set estimated durations.

    Service Catalog

    • A catalog item can be associated with one or more service catalogs.
    • Access to catalog items is determined by the service catalog's assigned user criteria.
    • A service catalog can have multiple catalog items.

    User Roles

    • The catalog_admin role has the ability to modify the cart layout.
    • The itil_admin role has the ability to modify the service catalog home page.

    Cart Layout

    • The catalog_admin role has the ability to modify the cart layout.
    • The update set name for items published via Catalog Builder includes the catalog(s), item name, and timestamp.

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    FEA4FE14-69B3-4043-BB18-F6855F4CC020_240715_113352.pdf

    Description

    Quiz about configuring ServiceNow knowledge base for technical and end-user articles. Agents want to identify article visibility for callers from the Incident form.

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