ServiceNow Knowledge Base

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?

Related Search Results Signup and view all the answers

What capability provides visibility to data joined between multiple tables?

Database Views Signup and view all the answers

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

Update the sys_popup view for the user table 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?

Search as User Signup and view all the answers

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

Modify the choice list to include only the appropriate group types Signup and view all the answers

What does a Model State contain in Change Management?

Model State transition conditions and policies Signup and view all the answers

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

Knowledge article Signup and view all the answers

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

Change Management Signup and view all the answers

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

Setting a Service Level Agreement for a stage Signup and view all the answers

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

Estimated durations can be set Signup and view all the answers

How are Service Catalogs and Catalog Items related?

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

Which role has the ability to modify the cart layout?

catalog_admin 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?

item name Signup and view all the answers

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

Resolutions from similar incidents 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?

Record Producers Signup and view all the answers

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

Requested Items Signup and view all the answers

From which table, is the Incident table extended?

Task [sn_task] Signup and view all the answers

What optional Incident table is extended from the Task table?

Incident Task [incident_task] 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.)

Choices have no additional metadata to drive process 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.)

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

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

Auto-closing Incidents after 7 days Signup and view all the answers

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

Service Catalog and Request Mgmt - Process Guide Signup and view all the answers

Which role provides access to the CI Class Manager?

sn_class_manager Signup and view all the answers

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

Incident Settings Signup and view all the answers

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

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

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

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

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

Update the incident lifecycle to start from the Resolved date. Signup and view all the answers

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

They automatically integrate into every email sent. Signup and view all the answers

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

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

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

sc_catalog_admin 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?

Catalog Item Signup and view all the answers

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

Flow Designer 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?

Service catalog management 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?

Catalog [sc_catalog] Signup and view all the answers

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

Owner Signup and view all the answers

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

Categories Signup and view all the answers

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

It is archived. 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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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.