CSA #2: Users and Tasks

Assignment Rules cannot overwrite existing assignments (Assign_to or assign_group). Including assignments set by a default value or a previously run assignment rule. True False

True. Ref: FPG pg.108

Work notes are only visible to Fulfillers and are not available to external users or customers. True False

True. Work notes are specifically designed to only visible by Fulfillers Ref: FPG pg. 112

A task is any record that can be assigned to a ____ in ServiceNow.

User Ref FPG pg. 106

What are the three steps to a preferred method of role management?

1. Create Users 2. Add Users to Group 3. Assign Roles to the Group Ref: FPG pg. 94.

What are the three criteria required for an assignment rule to run? __________________________ __________________________ __________________________

1. The task has been created or Updated. Assignment rules do not apply to unsaved changes on a form. 2. The task record must be unassigned. Assignment rules cannot overwrite existing assignments. 3. The assignment rule is the first rule that matches the table and conditions. If more than one assignment rule matches the conditions, only the rule with the lowest order value runs. Ref: FPG pg. 108

What are the two aspects to LDAP Integration? a. Data Population b. Data formatting c. Authorization d. Authentication

A, D: Data Population and Authentication Data Population: ServiceNow LDAP integration allows one to quickly and easily populate ServiceNow with user records from an existing directory. Authentication: Users can utilize the same credentials for the ServiceNow platform that they use for other internal resources on a company domain. Ref: FPG pg. 95

A User is stored in which table? a. User [sys_user] b. User [ sys_user_group] c. User [ syst_user_profile] d. User [user_profile]

A. User [ sys_user]: A user is one record stored in the User[sys_user] table. Users can view their user record in Self Service > My Profile. Ref: FPG pg. 91

A group is stored in which table? a. Group[user group] b. Group[sys_user] c. Group[sys_user_group] d. Group[sys_user_group_profile]

C: Group[sys_user_group]: A group is one record stored in the Group[sys_user_group] table. A group is a collection of users who share a common purpose: approve change requests, have incidents assigned to them, receive e-mail notifications, etc. Ref: FPG pg. 91

A role is recorded in which table? a. Role[sys_user] b. Role[sys_user_profile] c. Role[sys_user_record] d. Role[sys_user_role]

D. A role is one record in the Role [sys_user_role] table. A role is a group of permissions. Ref: FPG pg. 92

What does the Presence feature do? a. Allows collaboration within one record. b. Allows you to see who is online, view their current status, and what they are viewing or editing c. Is working in real-time d. All of the above.

D. The Presence feature facilitates synchronous collaboration within one record. You can see who is online, view their current status, and what they are viewing or editing, all in real-time. Ref: FPG pg. 109

Single Sign-on (SSO) is also referred to as _________ ___________.

External Authentication is a method of access control that enables a user to log in once and gain access to the resources of multiple software systems without being prompted to log in again. Ref FPG pg. 96

Additional comments are only visible to Fulfillers and are not available to the external users or customers. True False

False. The Additional Comments field is to communicate back and forth with the requester and other stakeholders directly in ServiceNow. When the requester responds to the email, their comments will be documented in the Activity log of the record, along with your Additional comments. Ref: FPG pg. 112

What are the 6 methods available for user authentication? ______________ _____________ _____________ _____________ _____________ _____________

Local Database: The user name and password in their user record in the instance database. Multifactor: The user name and password in the database and passcode sent to the user's mobile device that has Google Authenticator installed LDAP: The user name and password are accessed via LDAP in the corporate directory, which has a matching user account in the database. SAML 2.0: The user name and password configured in a SAML identity provider account, which has a matching user account in the database. OAuth 2.0: The user name and password of OAuth identity provider, which has a matching user account in the database. Digest Token: An encrypted digest of the user name and password in the user record. Ref: FPG pg. 91

Use the ____________ tab to document task activities throughout its lifecycle and communicate with the record's requester.

Notes Ref: FPG pg. 112

Where can you go to customize these notifications or start a real-time conversation with record viewers or other stakeholders?

Open Connect to customize these notifications. Ref: FPG pg. 109

My Work / My Groups Work can be found under the __________ application menu.

Service Desk. Ref FPG pg. 107

What are the 5 provided Roles by ServiceNow?

System Administrator: The admin role provides access to all platform features, applications, functions and data. Specialized Administrator: Specialized administrator roles manage specific functions or applications, such as Assignment Rules, Knowledge base, reports, or web services Fulfiller: Users with the ITIL role may fulfill ITIL activities associated with the ITIL workflow, including Incident and Change management. Approver: Users with the Approver user role can perform all requester actions and may view or modify approval records directed to the approver Requester: Also known as Employee Self Service (ESS) users, these users have no roles but can submit and manage their own requests, access public pages, etc. Ref: FPG pg. 93

What is the path to creating an assignment rule?

System Policy -> Rules -> Assignment Ref: FPG pg. 108

What does it mean if you do not see the presence icon on a record?

This means you are the only viewer on the record. Ref: FPG pg. 111

What is the purpose of following a record?

To record or receive notifications when the record is updated. Ref: FPG pg. 109