CSA: (P. Dani 11)

What is knowledge management?. Allows users to create, categorize, review, approve, and browse important info in a centralized location that is shared by the entire org.

Who is able to manage knowledge bases?. Administrators and knowledge_admin role can create multiple knowledge bases and assign them to individual managers.

How are knowledge articles organized?. Organized by knowledge base and category, as well as featured content and popular articles (most useful and most viewed).

How can you sort articles for within the knowledge homepage?. Relevancy. Most recently updated. Number of views.

What abilitites do users have within the knowledge homepage?. Import a word document via Import Articles. Create a new article via Create an Article. Ask a question via Post a Question.

What is the category hierarchy within the knowledge base?. Knowledge articles within a KB are grouped by category. Category groups can help users find articles within a KB. Knowledge managers can define knowledge categories to pre-populate the list of available categories.

When importing a word doc, what styles/elements are preserved?. titles. headings. images. links. bold/italic/underlined text. lists. tables.

The publishing/retirement process for a knowledge article are controlled by... Workflows defined for the KB that the article belongs to. Can use default or create your own, and assign to each knowledge base.

What are the knowledge base workflows available in the SN baseline instance?. knowledge - approval publish. knowledge - approval retire. knowledge - instant publish. knowledge - instant retire. knowledge - publish knowledge. knowledge - retire knowledge.

What is the approval publish workflow?. request approval from a manager moving the article to the published state. if the a manager rejects the request, the workflow is canceled and the article remains in draft state.

What is the knowledge-approval retire workflow?. Request approval from a manager of the knowledge base before moving the article to the retired state. if the a manager rejects the request, the workflow is canceled and the article remains in published state.

What is the knowledge-instant publish workflow?. immediately publishes a draft article without requiring approval.

What is the knowledge-instant retire workflow?. immediately retires a published article without requiring approval.

What is the publish knowledge workflow?. A subflow that moves the state. You can use this when defining your own workflow.

What is the knowledge-retire knowledge workflow?. Moves a knowledge article to the retired state.

What is user criteria? (knowledge base?. Defines conditions evaluated against users to determine which users can create, read, write, retire knowledge articles. Several user criteria records can be applied to knowledge content at the knowledge base level.

If no user criteria is selected to the knowledge base, who can see articles within it?. All users.

What do user criteria outcomes include? (KB). canRead: can read all KB articles. cantRead: can't read/create/modify. canContribute: can read, create, modify. cantContribute: can't create/modify.

What is the match all check box used for when creating user criteria? (KB). determines whether all elements from each populated criteria field. users who match all criteria are given access.

What is the virtual agent?. Conversational bot platform that provides assistance to help users obtain information, make decisions and perform common work tasks.

What is the biggest benefit to implementing a virtual agent?. users can get immediate help, day or night.

What is the service catalog?. a robust ordering system for services/products offered by various departments by users.

What defines the organization for service catalog items?. categories, with child categories. each catalog item appears as a single item within the category.

Who can manage service catalogs?. admin or catalog_admin.

What are the major components of the service catalog?. items. variables. variable sets. record producers. order guides. flows.

What are items in the service catalog?. They are the building blocks of the Service Catalog and include hardware, software, services, can be ordered by users.

What are variables in the service catalog?. Provide questions to help the requester specify what item, option or service to order. Can affect the order price.

What are variable sets in the service catalog?. A modular unit of variables that can be shared between catalog items. After you save one, you get a related list at the bottom where you can add as many variables as you want.

What are record producers in the service catalog?. a form that produces a task record - alternative to lists/forms. presented in categories along with catalog items. users would use these to create an incident or request a change.

What are order guides in the service catalog?. Assist customers in ordering multiple related items as one request, and present users with only relevant questions/choices at the appropriate time in the ordering process.

What are flows in the service catalog?. run behind the scenes and communicate the stages of the approval process to the requester (or groups), as well as drive the request fulfillment.

Service Catalog variables are flagged as _____ by default. Global - will display in all execution tasks of a requested item.

How many times is a variable defined?. once, and can be used in multiple places.

The service catalog lets you attach variables to what?. a catalog item or an execution plan.

Common variable types. multiple choice. select box. single line text. reference. checkbox.

What fields does a variable set have?. name and description.

What is the order field?. used by items and variables to establish the sequence for displaying information. ex/item with 100 in the order field displays first in the list, 200 displays second.

Variables are presented by the _______ number. order field.

Service catalog item request output. Request - Request Item Number - Catalog task.

What is the Request number (service catalog)?. request number to keep track of an order - summary of order, request state. [sc_request] table.

What is the RITM#?. each item ordered is given this, quantity, stage. [sc_req_item] table.

What is the SCTASK#?. What to do, assignment group, assigned to, task state, work notes.

After a request has been submitted in the Service Catalog, where can users track it?. Self-Service > My Requests.

What are the stages of the workflow attached to a requested item in the service catalog?. Waiting for Approval (in Progress). Approved. Pending (has not started). Fulfillment (In Progress). Deployment/Delivery. Completed.

Stages can be grouped into a _______ for convenience of applying related stage values from workflow to workflow. stage set.

What is user criteria? (service catalog). Defines conditions that are evaluated against users to determine which users can access service catalog items. Applied to an item or category, and you can apply several user criteria records to a single catalog item/category.

What is the flow designer?. A non-technical interface for building/enabling process automation capabilities (flows).

What roles may be required to work with the flow designer?. flow_designer, flow_operator, action_designer.

What does a flow consit of?. A trigger and one or more actions.

What are triggers?. Instantiate a flow and can be record-based, schedule-based or application based.

What is a record-based trigger?. Runs a flow after a record has been created, updated or deleted.

What is a schedule-based trigger?. Runs a flow at the specified date/time.

What is an application-based trigger?. Added when the associated application spoke is activated, and a plug-in may need to be activated.

What is a spoke?. Contains flow designer triggers/actions dedicated to a particular application. Activated when their parent application is activated.

What is an action? (flow component). Operations executed by the system such as looking up a record, updating a field value, requesting approval, or logging a value.

What are ServiceNow core actions?. ask for approval. create record. delete record. look up record. wait for condition.

Each time you add an action to a flow, Flow Designer adds a _____ to store its results. data pill.

When a flow runs an action, what happens with the data pill?. The flow generates the data pill runtime value, which remains the same for the duration of the flow.

When should you not use a flow?. When existing logic has already been developed using Workflow, instance is running Jakarta or prior.

When should you use a flow?. To orchestrate bus proc across services with little technical user knowledge. To reduce technical debt. When integrating with 3rd party systems.