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 (D)</p> Signup and view all the answers

What capability provides visibility to data joined between multiple tables?

<p>Database Views (A)</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 (C)</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 (D)</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 (A)</p> Signup and view all the answers

What does a Model State contain in Change Management?

<p>Model State transition conditions and policies (A), Model State properties (C)</p> Signup and view all the answers

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

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

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

<p>Change Management (A)</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 (C)</p> Signup and view all the answers

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

<p>Estimated durations can be set (C), Stage labels and names can be changed (D)</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 (C), Service catalogs may contain multiple catalog items (D)</p> Signup and view all the answers

Which role has the ability to modify the cart layout?

<p>catalog_admin (C)</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 (A), catalog(s) (D)</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 (A), Known Errors (D)</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 (C)</p> Signup and view all the answers

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

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

From which table, is the Incident table extended?

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

What optional Incident table is extended from the Task table?

<p>Incident Task [incident_task] (D)</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 (B), Too many options may confuse users and increase mis-categorization (C)</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 (A), If selected CI has a Support group, write that group to the Assignment group field (C)</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 (B)</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 (A), Service Catalog and Request Mgmt - Workshop Preparation Guide (B)</p> Signup and view all the answers

Which role provides access to the CI Class Manager?

<p>sn_class_manager (B)</p> Signup and view all the answers

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

<p>Incident Settings (A)</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 (C)</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. (D)</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. (B), Establish a trigger that closes incidents 7 days post-resolution. (D)</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. (D)</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. (D)</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 (D), catalog_admin (E)</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 (D)</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 (A)</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 (D)</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] (D)</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 (D)</p> Signup and view all the answers

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

<p>Categories (C)</p> Signup and view all the answers

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

<p>It is archived. (B)</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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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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