CSA Flashboards Copy

What are the different persona types?

System Administrator
Specialized Administrator
Process User
Approver
Requestor

What is the System Administrator Persona?

Provides access to all platform features, applications, functions, and data

What is the Specialized Administrator Persona?

May manage specific functions or applications, including:

Assignment Rules
Knowledge Base
Human Resources
Reports
Web Service

What is the Process User persona?

May fulfill ITIL activities associated with the ITIL workflow, including incident and change management

What is the Approver persona?

Can perform all requester actions and allows users to view or modify approval records directed to them

What is the Requester Persona?

Also know as Employee Self Service (ESS) users, these users do not have roles but can submit and manage their own requests, access public pages, etc.

What is a user?

A record on the User [sys_user] table

What is a group?

A collection of users - A record on the Group [sys_user_group] table

What can users do?

Update Records
Import Data
Request Items
Implement Flows
Approve Knowledge Content
Run Reports
Develop Applications

What is a role?

Defines access of the application, module, and/or Access Control list (ACL)

What can a role be assigned to?

A group or a single user

Can a role contain other roles?

Yes

Can a user have more than one role?

Yes

What is an instance?

An instance is a live copy of a ServiceNow environment that is specific to a customer

What is a group of instances available to your organization?

Stack

What is a baseline implementation?

A set of installed applications on a ServiceNow instance, before any configuration or customization has been done

How is a production environment (instance) different than a Non-prod environment?

Production is where employees do their work and support their organizations.
Non-production has Development (where personas such as admins and implementers configure and build applications) and Test (where personas such as implementers test their changes before moving into production)

What is the difference between Configuration and Customization?

Configuration primarily consists of things that can be done without code (e.g. configure list views, Create a service catalog and catalog times, Extend a table for a new hardware class).
Customization is done when a customer requires additional functionality that does not exist in the platform (e.g. Enhance a portal widget to display lists with complex access controls, Add a table for special billing requirements).

What is the main difference between applications and plugins?

Plugins are strictly made by ServiceNow whereas applications are on the ServiceNow store or elsewhere (free or paid).

Where can you find Applications?

Through the ServiceNow Store

Where can you find Plugins?

Through the All Menu (All Available Applications > All > Plugins) or typing v_plugin.list into the Filter Navigator

What are the scopes of applications vs plugins?

Applications: Usually shipped in a custom application scope
Plugins: Can either be in a custom application scope or in 'Global'

What are the difference in size between applications and plugins?

Applications are usually larger bundles, lots of features.
Plugins range from tiny plugins containing a single dashboard to large plugins containing hundreds of files.

What are applications installed in?

Application Scopes

When looking for application/application features where should you look first?

As a best practice, look for plugins first. If you don't find it there, go to the ServiceNow store

Where is the application scope picker?

It is a globe icon next to the search bar at the top

How do you activate applications and application features?

Plugins
ServiceNow Store
Request from ServiceNow

What is a list?

Displays a set of records form a table within the content frame.

Each row in a list represents what?

One record

What does a column represent in a table?

One field

The intersection of each row and column is what?

Data value

What does a view do?

Provide specific fields or columns to support different work activities

What is a view?

A named version of a list

For a given list view what provides different levels of control

Context menus

How do you access context menus?

Selection the list controls menu icon or by right-clicking

What is a filter?

A set of of conditions applied to a table list to isolate a subset of the data

What are the three components of a filter condition?

Field
Operator
Value

How to list edit in the classic list?

Double-click on an empty are of the field for inline editing
Enter the appropriate value(s)
Save the record by clicking the save icon

What does configuring the list layout do?

Shows or hides fields from a view and changes the list column order

How to access configure list layout?

Click any column options menu icon and select Configure > List Layout
This shows the List Collector

What is the List Collector also called?

A 'Slush Bucket'

How do you create a new list view from List Collector?

Select 'New' from the View Name choice list

What does Personalize List do?

Modifies the layout of a list for an individual user (does not affect the platform default)

How do you personalize a list?

Click the Personalize List (gear) icon in the list column header, then use the List Collector to add/remove/reorder columns and save.

What does dot-walking do?

Gathers information from a series of tables through reference fields

How do you dot-walk?

Select the reference field you will dot-walk through
Click the Expand Item icon (+)
Select the field which holds the value to be references
Click the Add Item icon (>)

What fields can be dot-walked against?

Reference fields

How do you create a new application-level menu item?

They are records in 'Application Menus' module of System Definition (System Definition > Application Menu)

Where do lists created by a user appears?

The 'My Lists' tab

what two major types of lists are there?

Workspace lists and classic lists

What are some differences between classic lists and workspace lists?

Workspace lists have handles (six dots) where you can drop and drop items, a resize column width option, a more options (three dots) menu

What do breadcrumbs show?

Filters that have been applied

If you click a condition in the breadcrumbs what does it do?

Removes subsequent conditions

What happens when you click the chevron prior to a condition in breadcrumbs?

Removes that condition specifically

How do you dotwalk from a condition (filter)?

Click 'Show Related Fields' in the list of fields to have reference fields show' ==>'

In a list collector, how do you know a field is a reference field (in 'Available' list)?

They show up green with a [+] icon

How do you know if a list is personalized or not?

The 'Update Personalized List' (gear) icon will have a Dot

How to reset a personalized list to defaults?

Click Update Personalized List and click the button 'Reset to column defaults'

What is a workspace?

A Workspace is a targeted experience for a specific type of user of an application. A Workspace includes data visualizations and other user experience components to allow a user to interact with an application.

What does a form display?

Fields from one record

What do the tabs in the middle of a form indicate?

Sections

Tabs at the bottom of a form for an existing record are what?

Related Lists

What is the telltale sign of a reference field (on a form)?

Magnifying Glass Icon

How to configure a form?

Configure > Form Design
Configure > Form Layout

What is the difference between From Design and Form Layout?

Form Design = WYSIWYG
Form Layout = Field Collector

How to add a new field to a table?

1. Data Dictionary
Navigate to All > System Definition > Tables
Locate and open the table record
On the Columns tab, click New
Complete the Dictionary Entry form

2. Form Layout:
Open the desired record
Select Configure > Form layout
Complete in the information in the Create new field section of the List Collector
Click Add

What can Form Design NOT do that Form Layout can?

Add a dot-walked field

What do sections do in a form?

Break up the form and group like information together

What is a formatter?

An element used to display information that is not a field in the record (a custom way of displaying information)

What are some Formatters included in the base platform?

Activity
Process
Parent breadcrumbs
Approval summarizer
CI relations

What do related lists show?

Records in tables that have a relationship to the current record.

What do templates do?

Allow form fields to be populated automatically, simplifying the process of generating new records

How to show templates in a classic form?

Click the More options icon (...) from the form header, then Toggle Template Bar

What is a Choice List?

A type of field that lets the user select from a pre-defined set of choices

How to configure choices of a Choice List field?

Right-click the field > Configure Choices

What is the system name of the choice table?

sys_choice

Where does every choice list value in the platform live?

The Choices table [sys_choice]

What can you type in a reference field to show ALL possible reference fields?

** (double star)

What limits a field's available values?

Dependent field

Each field has what three key attributes?

Label
Name
Value

What is a Label

a user-friendly term which allows people to identify the field in the user interface

What is a Field Name

A system-friendly unique term that the system uses to identify the field

What is the Sys ID?

The unique indicator for a record

What are the different ways tables can be related to each other?

One-to-many
Many-to-many
Database Views
Extensions

What is a one-to-many table relationship?

Within a table, a field can hold a reference to a record on another table

What is a many-to-many table relationship?

Two or more tables that can be related in a bi-directional relationship

What is a Database Views table relationship?

Tables that can be joined using the Database Views plugin

What is an Extensions table relationship?

A table that extends to another table

What does ITIL stand for?

Information Technology Infrastructure Library

What is a child class?

A table that extends (is an extension of) another table

When a table is extended what does it create?

Parent and child tables (classes)

What does a child table inherit?

The fields of its parent table

What is a Base Table?

A parent class that is not an extension of another table (base class)

Is the task table a Base Table?

Yes

What is a Core table?

Tables that exist in the base system

What is a Custom table?

Tables created by admins or developers (don't exist in base system)

What does a schema map do?

Provides a graphical representation of other tables related to a specific table

Who is the Schema Map available to?

Users with personalize_dictionary or admin roles

What is an Access Control?

A security rule defined to restrict the permissions of a user from viewing and interacting with data.

What is an access control executed?

When attempted to access any ServiceNow table