SNOW CSA - Self-Service and Automation

When can you view personalised recommendations to improve the search engine optimisation (SEO) and accessibility of your Knowledge articles?. When attaching an article to an Incident. When editing or publishing an article. When rating or commenting on an article. When flagging an article. When viewing an article on the Service Portal.

Which of the following is a true statement regarding Flow Designer actions? Select 3 Answers from the below options. Require script to develop. Define when the flow is performed. Can be contained in a spoke. Provide the ability to build your own custom actions. 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. Answering FAQs. Impersonating users. Providing how-to information. Performing diagnostics.

Which application provides a centralised location for creating, categorising, viewing, and governing information related to the flow of work through ServiceNow?. Configuration Management. Data Separation. Knowledge Management. Performance Analytics.

What type of service catalogue item is used to create an incident or raise an HR case?. Maintain a service. Request a service. Record producer. Order an item.

What is the best way to privately suggest an article revision to the knowledge manager from the Service Portal?. Rate article. Edit article. Flag article. Leave comments.

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 a filter condition: ‘Urgency’ is ‘2-Medium’. Apply a filter condition: ‘Questions.Create Incident.Urgency’ is ‘2-Medium’. Apply additional group by on ‘Questions’: ‘Create Incident.Urgency’.

What service catalogue component allows for multiple catalogue items to be logically grouped as one request?. Order Guide. Record producer. Variable Set. Catalogue Item.

What are the two available knowledge article types? Select 2 Answers from the below options. CSS. HTML. Plain Text. Wiki.

Which Chatbot on the Now Platform allows you to send notifications directly to Slack and Microsoft Teams users?. ChatGPT. Now Notifications. Virtual Agent. Connect Chat. Sidebar.

Where can you view how a catalogue item appears in a conversational interface and modify the item if required?. In AI Search. In Catalog Builder. In Service Portal. In Workspace.

What sorting options are available when searching for a knowledge article on the Knowledge portal? Select 4 Answers from the below options. Views. Relevancy. Category. Alphabetical. Newest. Rating.

Where do you define user conditions to determine who can access catalogue items?. User criteria [user_criteria]. Service Catalogue Configuration / Properties [system_properties_servicecatalog_ui]. Catalogue Client Scripts [catalog_script_client]. Catalogue UI Policies [catalog_ui_policy].

(Xanadu) Knowledge articles can be automatically generated by selecting a list of similar cases or case numbers or searching keywords specific to a case. What product lets you quickly draft knowledge articles from your workspace or classic environment based on similar cases?. Now Assist. Knowledge Editor. Agent Assist. Virtual Agent.

What type of Flow Designer Trigger is required to look up a record, update a field value and request approval?. Record-based. Schedule-based. Role-based. Application-based.

Which of the following business needs can be addressed by Flow Designer? Select 3 Answers from the below options. To reduce technical debt, such as reducing scripting to simplify upgrades and deployments. To orchestrate business processes across services with little technical user knowledge. To enhance processes using a ServiceNow Instance that is running Jakarta or prior. To integrate with 3rd party system. To redevelop existing logic already built using the ServiceNow workflow editor.

Which of the following definitions corresponds to Service Catalogue?. A collection of one or more ordered items. Products placed in the shopping cart. A customised interface used to build and submit an order. It contains a collection of orderable products and services.

What role can manage all aspects of the Service Catalog application and the scripting functions?. Catalogue administrators (catalog_admin). Catalogue editors (catalog_editor). Administrators (admin). Catalogue managers (catalog_manager).

(Xanadu) You can submit a catalogue item request using the Virtual Agent powered by Natural Language Understanding (NLU). What are the different ways to render a catalogue item in Virtual Agent? Select 4 Answers from the below options. Using an iframe. Using a conversation. Using a window. Using a card. Using a pop-up. Using an inline.

At what levels can User Criteria be used in Knowledge Management to control who can read and contribute? Select 3 Answers from the below options. Knowledge Block. Knowledge Base. Knowledge Article. Knowledge Category.

Which of the following are true statements about workflows? Select 3 Answers from the below options. Workflows are often published during workflow development. Only one published version of a workflow exists in runtime for new contexts. Multiple versions of a workflow can exist at the same time. The published workflow executes for a developer who has checked out the workflow. When a workflow is invoked, the current workflow definition is loaded into the workflow context.

Which of the following can you do when creating a service catalogue variable? Select 3 Answers from the below options. Make a variable read-only or hide it while defining the variable. Make a question choice reusable, among other questions in the same catalogue item. Make a question choice inactive. Make a group of CheckBox variables mandatory in the Service Portal.

Which one of the following is NOT part of a workflow?. Node. Begin activity. Transition. Connector. End activity.

How can you modify data pill values in Flow Designer without writing scripts?. Use transform functions. Install data pill package plugins. Use the flow error handler. Use the data pill formatter. Allow duplicate query parameter names.

As a catalogue admin, you are asked to dynamically populate Manager's name on a catalogue item when there is a (new) value for the 'Requested for' field. Where do you define the relationship between the two questions without scripting?. Catalog Item Templates. Catalog Builder. Service Catalog Entries. Service Catalog Wizards. Service Designer.

What can you do with the Workflow Studio Playbooks? Select 3 Answers from the below options. Guide agents and fulfillers through complicated playbooks from start to finish. Connect multiple flows and actions into an end-to-end business workflow. Replace existing Flow Designer flows, subflows, or actions to automate process activities. Organise playbook activities in a digitised task board or diagram interface.

Where can you set a value or a message for a question in Catalog Builder based on a set of conditions?. Preview. Settings. Details. Dynamic behavior.

Where can users author cross-enterprise workflows and create a single, unified process on the Now Platform?. Workflow Studio Playbooks. Process Flow. Virtual Task Boards. Flow Designer.

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?. The sample data you provide. The actions that are not part of the main flow. Flow trigger conditions. The subflows.

What do you configure for catalogue items or record producers in Catalog Builder to make them discoverable on Employee Center?. Variables and Variable Sets. Topics and Taxonomy. Catalogues and Categories. Short Description and Description.

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. Contextual Search - Service Portal. Connect Service Portal Widgets. Service Portal Analytics. Next Experience UI for knowledge articles.

Which of the following can you do using the Catalog Builder? Select 3 Answers from the below options. Configure the Catalog Builder so catalogue item editors can enter custom details. Transfer catalogue items published through Catalog Builder using exclusive update sets. Configure the default value for a question in Catalog Builder. Administer tables and forms visually from a single user interface. Add, remove or update multiple images of a catalogue item.

What actions can you take with Flow Designer? Select 3 Answers from the below options. Test a flow, subflow, or action in the background. Duplicate an action or subflow within a flow. Look up and delete multiple existing records as a single action. Define multiple flows with the same trigger conditions on a table.

What application allows you to create or edit a catalogue item using a visual and guided experience along with specified restrictions?. Process Automation Designer. Flow Designer. Catalog Builder. Maintain Items.

You are editing a published catalogue item in Catalog Builder, which automatically moves it to the Draft state. What action allows you to delete or revert the new changes to the previous Published state?. Discard draft. Update state. Revert to Published. Re-publish.

Which of the following is supported while working with or ordering catalogue items in the Service Portal or the Employee Center?. Conditionally hide attachments. Drag or copy attachments. Upload password-protected attachments. Open all attachments in the browser.

What role is required to create record producers to allow users to raise their issues or enquiries directly from the Service Catalogue?. incident_manager. itil_admin. catalog_item_designer. catalog_admin.

Which functions can you perform using the HTML editor in knowledge articles? Select 4 Answers from the below options. Include HTML content. Insert a basic table of contents. Insert or edit a code snippet. Translate selected text. Find and replace text.

Which section on the catalogue item variable form enables you to add instructions or help text?. Annotation. Field. Availability. Question. Type Specifications.

Which feature enables you to maintain a unified content categorisation across different content types, such as catalogue items, knowledge articles, and community posts?. Record Producer. Knowledge Block. User Criteria. Taxonomy. Social Q&A.