Podcast
Questions and Answers
To make articles visible to callers from the Incident form, what feature would you use?
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?
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?
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?
Which Agent workspace feature provides automatic search results showing possible solutions for records they open?
What capability provides visibility to data joined between multiple tables?
What capability provides visibility to data joined between multiple tables?
To update the sys_popup view for the user table, what option would you select?
To update the sys_popup view for the user table, what option would you select?
What feature would you use to ensure that agents can only see articles visible to the caller from the Incident form?
What feature would you use to ensure that agents can only see articles visible to the caller from the Incident form?
How would you prevent Service Desk users from accidentally assigning Incidents to the Network CAB?
How would you prevent Service Desk users from accidentally assigning Incidents to the Network CAB?
What does a Model State contain in Change Management?
What does a Model State contain in Change Management?
At which level can the type of knowledge feedback be enabled or disabled?
At which level can the type of knowledge feedback be enabled or disabled?
What process would be used to ensure a new Catalog Item is authorized?
What process would be used to ensure a new Catalog Item is authorized?
What cannot be defined or set through a Catalog UI Policy?
What cannot be defined or set through a Catalog UI Policy?
When configuring stages in Flow Designer, what options can be done?
When configuring stages in Flow Designer, what options can be done?
How are Service Catalogs and Catalog Items related?
How are Service Catalogs and Catalog Items related?
Which role has the ability to modify the cart layout?
Which role has the ability to modify the cart layout?
Which of the following elements are automatically included in the name of the update set for items published via Catalog Builder?
Which of the following elements are automatically included in the name of the update set for items published via Catalog Builder?
What tools are available to the assignee to help resolve an Incident? (Choose two.)
What tools are available to the assignee to help resolve an Incident? (Choose two.)
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?
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?
Which type of catalog item may be found in a Service Catalog?
Which type of catalog item may be found in a Service Catalog?
From which table, is the Incident table extended?
From which table, is the Incident table extended?
What optional Incident table is extended from the Task table?
What optional Incident table is extended from the Task table?
Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)
Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)
When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)
When using the baseline business rule, Populate Assignment Group based on CI/SO, what behavior would you expect on an Incident form? (Choose two.)
What does the statement "Modify the Incident Lifecycle flow to expire after 7 days" refer to?
What does the statement "Modify the Incident Lifecycle flow to expire after 7 days" refer to?
Which two resources should the new Business Analyst review to prepare for their first Service Catalog workshop?
Which two resources should the new Business Analyst review to prepare for their first Service Catalog workshop?
Which role provides access to the CI Class Manager?
Which role provides access to the CI Class Manager?
What module is used to change the time setting between incident Resolution and Closure?
What module is used to change the time setting between incident Resolution and Closure?
What occurs by default when an email with an Incident watermark is received?
What occurs by default when an email with an Incident watermark is received?
What distinguishes an Email Template from a Quick Message in the Email Client?
What distinguishes an Email Template from a Quick Message in the Email Client?
To automatically close incidents 7 days after being resolved, which two adjustments should be made?
To automatically close incidents 7 days after being resolved, which two adjustments should be made?
Which option represents a misunderstanding of the purpose of Email Templates?
Which option represents a misunderstanding of the purpose of Email Templates?
How are Quick Messages different from Email Templates within the Email Client?
How are Quick Messages different from Email Templates within the Email Client?
Which two roles allow users to make modifications to the Service Catalog home page?
Which two roles allow users to make modifications to the Service Catalog home page?
What tool would you use to create a request for a new hire employee's workstation and company mobile?
What tool would you use to create a request for a new hire employee's workstation and company mobile?
What tool empowers process owners to automate approvals, tasks, and notifications using natural language with minimal coding?
What tool empowers process owners to automate approvals, tasks, and notifications using natural language with minimal coding?
Which process is responsible for managing the lifecycle of all catalog items, ensuring a central, accurate, and consistent source of data?
Which process is responsible for managing the lifecycle of all catalog items, ensuring a central, accurate, and consistent source of data?
When creating separate catalogs for Human Resources and external customers, where would the definitions of these catalogs be stored?
When creating separate catalogs for Human Resources and external customers, where would the definitions of these catalogs be stored?
What field determines who can edit, update, and delete catalogs, categories, and catalog items within a catalog?
What field determines who can edit, update, and delete catalogs, categories, and catalog items within a catalog?
Which of these items is typically found within a Service Catalog?
Which of these items is typically found within a Service Catalog?
What happens to a Knowledge Base article on its Valid To Date?
What happens to a Knowledge Base article on its Valid To Date?
Study Notes
ServiceNow Platform
- Update the
sys_popupview for the user table to modify the popup view for users. - Update the
sys_quickview 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_adminorsc_catalog_adminroles can make edits to the service catalog home page. - The
catalogtable stores the definition of catalogs created for different purposes (e.g., Human Resources, customer-facing). - The
Ownerfield 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_closeUI action script can be updated to close incidents automatically after a certain period. - The Incident table is extended from the
Tasktable. - The
Tasktable 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_adminrole has the ability to modify the cart layout. - The
itil_adminrole has the ability to modify the service catalog home page.
Cart Layout
- The
catalog_adminrole 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.
