When you are accessing ServiceNow, you are accessing an instance of the Platform. An organization can have several instances (e.g., Development, Quality Assurance (QA), Test, and Production) and each instance is a single implementation of the ServiceNow Platform. In this course, we provide a (simulator) instance for you to play around in the Platform as you go through each lesson.
To access the Platform, a user navigates to a secure, unique URL: https//<instance-name-here>.service-now.com from a supported web browser.
What are the four workflows you can choose from with ServiceNow? (Select four)
- Platform Workflows
- Employee Workflows
- Mobile Workflows
- Customer Workflows
- IT Workflows
- Agent Workflows
- Creator Workflows
Answer: Employee Workflows, Customer Workflows, IT Workflows, Creator Workflows
Which ServiceNow Platform interface improves employee productivity and is a platform for communication, engagement, and content experiences?
- Next Experience UI
- Employee Center
- Now Mobile App
- Agent Workspace
Answer: Employee Center
Where can you go to request a free ServiceNow instance outside of this course?
- ServiceNow Product Documentation
- ServiceNow Developer Program
- Now Learning
- ServiceNow Community
Answer: ServiceNow Developer Program
The All menu provides access to all applications and modules they contain. An application is a group of modules (or pages) that provide related information and functionality in an instance. For example, you'll work in the Incident application in this course, which contains modules for creating and viewing incidents.
Selecting the All menu opens the Filter Navigator. Search for applications and modules using the Filter Navigator.
The Filter Navigator is where you can quickly navigate to applications and modules. Simply begin by typing the application or module name (all, or part of, any module name). For example, if you were to search Service Catalog, you can start to type, "Service Cat" and all applications with the keyword will display.
With Next Experience, when you select a menu, it will display as a temporary semi-transparent menu. If you want the menu to persist, select the Pin icon. This will place (pin) the menu to your content frame. You can also un-pin the menu by selecting the Pin icon again. NOTE: The position of the components on your screen may vary depending on your region.
Selecting the star icon next to an application or module will create a Favorite menu item. Favorites can be re-ordered, edited, or removed from the menu by selecting the Edit (pencil) icon. To re-order a favorite item, select the pencil icon first to edit it, then click and drag the item (or select the icon with six dots) to whichever order you'd like! To change the name, color, and icon of a favorited item, select the item and change one or all three options! While editing a favorited item, don't forget to Save your edits (select Save edits) before exiting the Edit your favorites window.
Select the History menu, then select any recent activity to open the item in the Content Frame. By default, the maximum number of items displayed in the History tab is 30. The system creates history entries for many types of content including lists, records, and homepages. Some content types are not tracked in the history, such as UI pages and other non-standard interfaces.
Agents, case managers, helpdesk professionals, and managers use workspaces to help find, research, and resolve issues. There are different workspaces for different environments. For example, Agents can use IT Service Management (ITSM) workspaces or Customer Service Management (CSM) workspaces depending on the request.
A workspace is a suite of tools displayed in a single-pane view that help resolve customer problems and provide answers to questions they may have. Agents, case managers, help desk professionals, and managers use these tools to find, research, and resolve issues.
The list view displays records from a table in the Platform. With personalization and filtered lists, you can easily locate records and view activity associated with those records.
A form displays fields from one record, where users can view and edit the record data. The specific information depends on the type of record displayed. The form can also contain sections and Related Lists (records in tables that have a relationship to the current record). Easily access forms by using Global Search.
What action do you take on a menu item for it to always display in your instance?
- Add the menu as a favorite
- Expand the menu
- Pin the menu
- Add the menu to your preferences
Answer: Pin the menu
Your user preferences allow you to configure (select the three correct answers):
- Access
- Display
- Application order
- Notifications
- Knowledge
- Accessibility
Answer: Display, Notifications, Accessibility
Which site allows you to engage in learning opportunities and earn badges and certifications?
- ServiceNow Product Documentation
- ServiceNow Community
- Now Learning
- ServiceNow Homepage
Answer: Now Learning
What does each row in a list represent?
- A field in a record
- A record in a table
- An action in a table
- A table in the Platform
Answer: A record in a table
What offers a quick form of filter navigation?
- Column headings
- Field values
- Additional actions
- Breadcrumbs
Answer: Breadcrumbs
By personalizing a list, you change the layout of a list for anyone in your organization using the Platform.
- True
- False
Answer: False
What are the three components that make up a filter condition? (select three answers)
- Type
- Field
- User
- Operator
- Value
- Date/time
Answer: Field, Operator, Value
How would you add and apply, or remove tags through in-line editing?
- Use the filter condition builder to add a new tag
- Select the record and right-click to add a new tag
- Add a Tag column using list personalization
- Select 'Tags' through the List views
Answer: Add a Tag column using list personalization