ServiceNow Service Catalog Quiz
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Questions and Answers

What is the role required to manage Service Catalogs besides the admin role?

  • workflow_admin
  • catalog_admin (correct)
  • catalog_manager
  • service_owner

Which step is NOT part of the general overview for setting up a Knowledge Base and approval workflows?

  • Publish the Knowledge Base immediately (correct)
  • Create a group to manage the KB approvals
  • Create User Criteria
  • Assign the [knowledge_manager] role

Which variable type is NOT commonly used in Service Catalog Variables?

  • Select Box
  • Single Line Text
  • Image Upload (correct)
  • Multiple Choice

What is the first base Workflow provided in the ServiceNow baseline instance during training?

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

Which path in the All Menu is used to create or modify Catalog Items and variables?

<p>All &gt; Service Catalog &gt; Maintain Items (B)</p> Signup and view all the answers

Which path in the All Menu should you follow to access the Employee Center?

<p>All &gt; Self-Service &gt; Employee Center (D)</p> Signup and view all the answers

What are two mandatory fields required for creating an Incident?

<p>Caller and Short Description (A)</p> Signup and view all the answers

Which of the following statements differentiates Work Notes from Additional Comments?

<p>Work Notes are internal, Additional Comments are visible to customers. (A)</p> Signup and view all the answers

What is the correct sequence to create a new Incident from the All Menu?

<p>All &gt; Incident &gt; Create New (B)</p> Signup and view all the answers

Which common field types can you find in Forms?

<p>Choice, Date/Time, String (D)</p> Signup and view all the answers

Which of the following accurately completes the statement: 'Everything in ServiceNow ___ a record in a table.'?

<p>is organized as (C)</p> Signup and view all the answers

What action does the 'Save' option perform in a Form view?

<p>Saves the record and remains on the same page (C)</p> Signup and view all the answers

What are the two methods available to configure a form?

<p>Form Design and Form Layout (C)</p> Signup and view all the answers

Which statement accurately describes the dot-walking feature in forms?

<p>You can dot-walk to fields only when using Form Layout. (A)</p> Signup and view all the answers

What happens to the form when the Application Scope is not accurate?

<p>The form turns pink and is non-interactive. (C)</p> Signup and view all the answers

What is the first step when personalizing a form in Workspace view?

<p>Click the jump to navigation icon and select Personalize Form. (B)</p> Signup and view all the answers

Which component of Form Design displays the fields and allows for filtering?

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

How can you disable users' ability to personalize a form?

<p>Set the glide.ui.personalize_form.role to admin. (B)</p> Signup and view all the answers

Which of the following represents a key component of Form Design?

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

Which statement about editing Related Lists on a Form is correct?

<p>Editing is done through the Configure menu under Related Lists. (A)</p> Signup and view all the answers

What is the primary role of a formatter in the context of a form?

<p>To enhance the visual layout of form fields. (A)</p> Signup and view all the answers

What is a necessary step to enable in-line editing in a Workspace List?

<p>Enable glide.lists.inline_editing_enabled system property (B)</p> Signup and view all the answers

Which of the following correctly describes an Application/Module list in Classic view?

<p>It is equivalent to a UX List in a Workspace. (A)</p> Signup and view all the answers

What are the high-level steps in the process of building a new Category and UX List in UI Builder?

<p>Configure List Category, Configure UX List, Make List Visible (B)</p> Signup and view all the answers

What must be established for a UX List to be visible?

<p>All of these must be established (D)</p> Signup and view all the answers

Where do you go to edit data directly within a Workspace?

<p>Click the Open Preview icon and Update fields (B)</p> Signup and view all the answers

What happens if the Application Scope is incorrectly set before accessing UI Builder?

<p>You will not be able to edit/create new UX Lists (A)</p> Signup and view all the answers

What does a form do in the context of a Workspace?

<p>Displays information from a single record on a table (A)</p> Signup and view all the answers

Which module under the Now Experience Framework application should you use to build new Categories and UX Lists?

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

What is the function of the More Options Menu in a list view?

<p>To group records with the same column values (A)</p> Signup and view all the answers

Which action is NOT a part of making a UX List visible?

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

What characterizes a baseline implementation?

<p>A set of installed applications prior to configuration or customization (C)</p> Signup and view all the answers

Which of the following best defines 'single-tenant' architecture?

<p>Each customer has a separate instance with isolated data (D)</p> Signup and view all the answers

Which action describes customization in contrast to configuration?

<p>Customization requires coding while configuration does not (B)</p> Signup and view all the answers

What does the All Menu path 'All > User Administration > Companies' allow you to manage?

<p>Details of various companies linked to the instance (C)</p> Signup and view all the answers

Where can you find the system property to implement the dark theme?

<p>All &gt; System Properties &gt; UI Settings (A)</p> Signup and view all the answers

What is the purpose of application scopes in ServiceNow?

<p>To secure applications against unauthorized access (D)</p> Signup and view all the answers

Which instance type typically handles live operations?

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

Which path would you use to customize system properties?

<p>All &gt; System Properties &gt; System (D)</p> Signup and view all the answers

What is the distinction between configuration and customization in ServiceNow?

<p>Customization involves introducing new features, while configuration does not change functionalities (B)</p> Signup and view all the answers

Flashcards

Employee Center

A centralized platform designed to provide internal employees with access to information and services across different departments.

All Menu Path

Provides quick access to frequently used features, such as Incident creation, Service Desk view, and My Groups Work.

Types of Fields in Forms

Forms are comprised of different types of fields that collect and organize information in ServiceNow.

Work Notes vs. Additional Comments

Work Notes record internal communication and information about a record, while Additional Comments are visible to customers.

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Save, Update and Submit

Saving a record without submitting it keeps the record as a draft. Updating a record modifies existing information. Submitting a record finalizes it and sends it for processing.

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Records in ServiceNow

The foundation of ServiceNow is its record system. Each element within the platform is represented by a record in a specific table.

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Incident

A request for assistance or resolution of an issue, often submitted by an employee.

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What is a baseline implementation?

A set of installed applications on a ServiceNow instance before any configuration or customization.

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What is an instance?

A copy of the ServiceNow environment that's dedicated to a specific customer.

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What are the 3 typical environments for a ServiceNow instance?

The three typical environments for a ServiceNow instance are:

  1. Production: Where users interact with the live, operational environment.
  2. Non-Prod: Sandbox for testing and development, not public-facing.
  3. Development: Specifically for development work, where changes aren't deployed to Production immediately.
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What does single-tenant mean?

Each ServiceNow instance has its own isolated database, meaning data, applications, and customizations are separate from other instances. This prevents conflicts and ensures data security.

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Describe the difference between configuration and customization.

Configuration refers to changes that can be made without writing code, like setting up workflows, tables, or forms. Customization involves modifying the platform's code base to add new features or functionalities.

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What path in the All Menu allows you to customize your company image and colors?

By navigating to

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What path in the All Menu allows you to manage the Companies list?

You can manage companies from two paths in the All Menu:

  1. All > User Administration > Companies
  2. All > Organization > Companies
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What is the system property required to be activated and set to true to implement the dark theme?

To enable the dark theme in ServiceNow, you need to activate the system property 'glide.ui.polaris.dark_themes_enabled' and set its value to true.

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What path in the All Menu allows you to customize system properties?

You can customize system-wide settings like global properties and configurations through the path All > System Properties > System.

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Service Catalog Variables

An instance variable used to specify different configurations for service catalog requests. They provide optional parameters to tailor a catalog item to the customer's needs. Some common types include Reference, Checkbox, Single Line Text, Multiple Choice, and Select Box.

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glide.knowman.block_access_with_no_user_criteria

This setting ensures only logged-in users can access a Knowledge Base. It acts as a security measure, preventing unauthorized access to sensitive information.

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catalog_admin

A role, which in addition to the admin role, allows a user to manage Service Catalogs by creating, modifying, and managing catalog items and variables.

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Path to Create/Modify Catalog Items

The "All > Service Catalog > Catalog Definitions >Maintain Items" path in the system's All Menu provides the ability to create or modify Service Catalog Items and variables.

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Variable Sets

A collection of pre-defined variables that can be applied to a Service Catalog item. They allow for quick and easy customization of the item form based on the variable set selected.

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Form Layout View

The view that allows you to configure form layouts and design.

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Form Configuration Methods

The two methods available to configure a form in Salesforce.

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Dot-Walking

A feature that allows you to access fields within related objects by navigating through their relationships.

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Page Header

The section of the form design interface where you select the table and view to be used for the form.

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Form Layout

A visual representation of the fields, sections, and other form elements on the form.

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Formatter

A tool that allows you to apply various formatting options to the fields displayed on a form.

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Form Personalization

A feature that allows users to customize the appearance and behavior of their forms.

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glide.ui.personalize_form.role

The system property that controls the ability for users to personalize forms.

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Editing Related Lists

The process of editing and customizing Related Lists on a form.

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Field Navigator

The section of the form design interface that displays fields, field types, and allows the user to filter them.

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Filter Column

A feature in ServiceNow that allows filtering records based on their values in a specific column. It helps to quickly narrow down your focus.

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Column Options Menu

A set of options that appear when you click on a column header in a list view, enabling you to group, filter, and perform other actions on the records.

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Group Records by Column

In ServiceNow, the option to group records with similar values in a chosen column. Helps you to identify patterns and trends in your data.

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Workspace List - Open Preview

This function lets you quickly view or edit information from a single record within a list. It's easily accessible with the 'Open Preview' icon.

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Workspace Lists vs. Classic Lists

Workspace lists are modern representations of traditional Classic view lists in ServiceNow. Think of Workspace as a more intuitive and graphical way to view and interact with data.

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glide.lists.inline_editing_enabled

This system property allows you to edit records directly within a Workspace view by simply double-clicking on the field. It makes data management more convenient.

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UI Builder - Creating UX Lists

The UI Builder module in ServiceNow allows you to create and customize new list categories and UX lists. This helps in tailoring the user experience and creating customized views for your application.

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Making a UX List Visible

To make a UX list visible within a Workspace, you must designate its audience (who can access it), its applicability (which records it applies to), and link these two factors. This ensures that the list is displayed only for relevant users.

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Application Scope Setting

The Application Scope setting within ServiceNow dictates which application the current user has access to. Before you can edit or create UX lists, ensure the Application Scope reflects your required permissions.

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ServiceNow Forms

A form in ServiceNow displays all the information related to a single record. This provides a comprehensive view of the data associated with that specific record.

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Study Notes

ServiceNow Founder and CEO

  • Founder: Fred Luddy
  • Current CEO: Bill McDermott

ServiceNow Platform

  • Application Platform-as-a-Service (PaaS)
  • Hosted in the Cloud, companies don't need to manage equipment
  • Four base workflows: IT, Employee, Customer, Creator
  • Four interfaces: The Next Experience (Unified Navigation), Now Mobile App, Service Portal, Employee Center

Modernized Work Experience

  • Comprises 5 key areas: Customer Experience, Technology Excellence, Employee Experience, Operating Excellence, Build and Automate
  • Customer Experience modules: CSM (Customer Service Management), FSM (Field Service Management)
  • Technology Excellence modules: ITSM (IT Service Management), ITOM (IT Operations Management), Security Operations, IT Asset Management
  • Employee Experience modules: (not listed)
  • Operating Excellence modules: (not listed)
  • Build and Automate modules: (not listed)

Additional Information

  • Five highlighted benefits of using ServiceNow are not listed
  • 5 main tabs on top left of Unified Navigation Header are: All, Favorites, History, Workspaces, Admin
  • 5 main elements on top right of Unified Navigation Header (right of global search) are: Application Scope picker (Globe), Sidebar, Show Help, Notifications, User Menu

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Description

Test your knowledge of ServiceNow's Service Catalog features and management. This quiz covers roles, workflows, variable types, and navigation within the platform. Assess your understanding of essential concepts related to ServiceNow Service Catalog.

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