CSA Preparation (Self Service & Automation)
What role is required to create record producers to allow users to raise their issues or enquiries directly from the Service Catalogue?
Catalog_item_designer
Catalog_admin
Incident_manager
Itil_admin
Which section on the catalogue item variable form enables you to add instructions or help text?
Annotation
Availability
Field
Question
Type Specifications
Which of the following can you do using the Catalog Builder? Select 3 Answers from the below options.
Configure the default value for a question in Catalog Builder
Set the minimum and the maximum number of items for an order
Configure Catalog Builder so catalog item editors can enter custom details
Transfer Catalog items published through Catalog Builder using exclusive update sets
Administer tables and forms visually from a single user interface
Add, remove or update multiple images of catalog item
Which functions can you perform using the HTML editor in knowledge articles? Select 4 Answers from the below options.
Insert or edit a code snippet
Include HTML content
Insert basic table of contents
Translate selected text
Find and replace text
What can you customise in the virtual agent's chat menu displayed to your end-users? Select 3 Answers from the below options.
Remove the menu title and chat header
Add links to webpages or FAQs
Set the order of the menu items displayed
Change the icons for phone, email and live agent support
Where can users author cross-enterprise workflows and create a single, unified process on the Now Platform?
Process Automation Designer
Process Playbook Designer
Virtual Task Boards
Flow Designer
What application allows you to create or edit a catalogue item using a visual and guided experience along with specified restrictions?
Maintain Items
Catalog Builder
Flow Designer
Process Automation Designer
What can you do with the Process Automation Designer? Select 3 Answers from the below options.
Organise process activities in a digitised task board interface
Guide end-users to complete a process in a task-oriented interface, such as a playbook
Connect multiple flows and actions into an end-to-end business workflow
Replace existing Flow Designer flows, subflows or actions to automate process activities
Given that the prebuilt conversations in Virtual Agent Lite are read-only, how do you make the conversations available to your end users?
Test (preview) the topics
Duplicate and publish the topics
Create new topics and topic blocks
Create custom controls
You can test a flow, subflow or action in the background and run it with sample data. What is bypassed in the Flow Designer to allow testing?
Flow Trigger conditions
The subflows
The sample data you provide
The actions that are not part of the flow
You can configure a sample text for a knowledge article template field that appears when you create a knowledge article. What text do you see on the article template selector for a field with an empty ‘Preview text’ value?
Article template name
It cannot be left blank
A random text
Field name
No text
Which statements are true about knowledge article authoring in Microsoft Word? Select 3 Answers from the below options.
You can author and access knowledge articles in Microsoft Word by developing the Knowledge Management - Add-in for Microsoft Word
Headers and footers corresponding to pages in the Word documento do not show in the knowledge article
The text size of a knowledge article created in Word must be less than 1MB
It is only supported in the Word Online application and not in the Word Desktop App
What variable type do you use to allow uploading an attachment from a question in a catalogue item?
Reference
HTML
Attachment
URL
What actions can you take with Flow Designer? Select 3 Answers from the below options.
Duplicate an action or subflow within a flow
Test a flow, subflow or action in the background
Look up and delete multiple existing records as a single action
Define when the flow is performed
Which feature enables you to maintain a unified content categorisation across different content types, such as catalogue items, knowledge articles, and community posts?
Knowledge Block
User Criteria
Social Q&A
Record Producer
Taxonomy
In addition to the article ID, what do the knowledge management notification emails include to determine if an article is relevant?
Customer Feedback
Date and Time
Article Ratings
Title of the Article
What are the two options to define the fulfilment process for a service catalogue item? Select 2 Answers from the below options.
Plan
Workflow
Flow
Roadmap
How can you access the local flow variables in the Flow Designer?
As help cards in the Help Panel
As data pills in the Data Panel
As separate tabs on the Homepage
As new icons in the Flow Properties
What is created when an order is placed for a catalogue item? Select 3 Answers from the below options.
A Variable
A Request (REQ) Record
One or more Service Catalog Task (SCTASK) Records
A Requested Item (RITM) Record
A Variable set
What type of service catalogue item is used to create an incident or raise an HR case?
Request a service
Maintain a service
Order an item
Record Producer
How can you measure and track article views, page views, and searches performed by unauthenticated users?
By collecting Knowledge usage metrics
By retiring the articles accessed by unauthenticated users
By reporting on the number of published articles
By removing the user criteria for the knowledge articles
Where does the System Administrator navigate to edit a catalogue item?
Service Catalogs
Maintain Items
Create Incident
Service Portal
What are the three types of Flow Designer triggers? Select 3 Answers from the below options.
Application-based
Schedule-based
Work-based
Role-based
Record-based
Which application provides a centralised location for creating, categorising, viewing, and governing information related to the flow of work through ServiceNow?
Knowledge Management
Perfomance Analytics
Configuration Management
Data Separation
What are the different ways an end-user can leave feedback about an article? Select 3 Answers from the below options.
Fill out an article quality index checklist
Fill out the knowledge quality survey
Leave a comment on the article
Give a 1-5 star rating
Mark the article as helpful or not helpful
Which of the following is a true statement regarding Flow Designer actions? Select 3 Answers from the below options.
Define when the flow is performed
Can be contained in a spoke
Provide the ability to build your own custom actions
Require script to develop
Represent reusable operations for use across multiple flows
What are the typical Tier 2 support tasks that virtual agents can perform so that the support agents can focus on more complex user issues? Select 3 Answers from the below options.
Performing diagnostics
Aswering FAQs
Translating Languages
Providing how-to information
What are the two available knowledge article types? Select 2 Answers from the below options.
Plain text
Wiki
HTML
CSS
How can you modify data pill values in Flow Designer without writing scripts?
Use the data pill formatter
Install data pill package plugins
Use flow error handler
Use transform functions
Allow duplicate query parameter names
From the end user's perspective, how are the products and services in the service catalogue organised?
Incidents and Problems
Categories and Subcategories
Tasks and Subtasks
Tickets and Requests
What service catalogue component allows for multiple catalogue items to be logically grouped as one request?
Catalog Item
Record producer
Order Guide
Variable Set
What is the best way to privately suggest an article revision to the knowledge manager from the Service Portal?
Rate article
Flag article
Edit article
Leave comments
How do you navigate the Now Platform to see a list of catalogue items?
Item Designer > Administration > All Items
Service Catalog > Catalog Definitions > Maintain Items
Service Catalog > Open Records > Items
Self-Service > Service Catalog
If an end-user wants to report an Incident, where do they navigate to on the service portal?
From the 'Quick Links' Category in the Service Catalog
From the 'Infrastructure Services' Category in the Service Catalog
From the 'Software' Category in the Service Catalog
From the 'Can we help you?' Category in the Service Catalog
You can add knowledge article URLs to your sitemap to improve content indexing by public search engines. What do you configure to achieve this for the Knowledge Portal?
Sitemap Generator record
Next experience UI knowledge articles
Connect Service Portal Widgets
Contextual Search - Service Portal
Service Portal Analytics
What filter condition allows you to report on incidents created from the ‘Create Incident’ record producer where the value for the ‘Urgency’ question is ‘2-Medium’?
Apply a related list filter condition 'Urgency' is '2-medium'
Apply additional group by on 'Questions': 'Create Incident.Urgency'
Apply a filter condition: 'Urgency' is '2-medium'
Apply a filter condition 'Questions.Create Incident.Urgency' is '2-medium'
What is the module used to import Word document as an article?
Knowledge > Articles > Import Articles
Knowledge > Import Articles
Knowledge > Articles > Import
Articles > Import Articles
What access does an user need to be able to import articles to a knowledge base
Can do
Can access
Can contribute
Can import
Which role can manage multiple knowledge bases?
Knowledge_view
Knowledge_admin
Admin
Sys_admin
What tool controls the publishing and retiring process for the knowledge articles?
Workflows
Flows
Flow Designer
Service Portal
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