Learning how to use Instance:
Where can you navigate to learn about Reporting within an instance?
All > Reports > Getting Started
Where do you navigate to get to the Service Catalog?
All > Self-Service > Service Catalog
What other messaging interfaces can Virtual Agent connect with? (select three answers)
Facebook Messenger Slack and NOW mobile apps
True or False: By personalizing a list, you change the layout of a list for anyone in your organization using the Platform.
False: Personalizing a list modifies the layout of a list for an individual user, not for everyone in your organization using the Platform.
What are the three components that make up a filter condition? (select three answers)
Field, Operator and Value
What should you do to report problems with an existing article?
Flag the Article
How would you add and apply, or remove tags through in-line editing?
Add a Tag column using list personalization
What are the two options to distribute a report? (select two answers)
Add to Dashboard and Export to PDF
What does each row in a list represent?
A record in a table
What is Virtual Agent powered by?
Artificial Intelligence (AI)
What offers a quick form of filter navigation?
Breadcrumbs
Select the different parts of the Knowledge Base architecture (select two answers).
Categories and articles
Which tab in the Report Designer allows you to group data by a specific field(s)?
Configure
What are the two types of Visual Task Boards? (select two answers)
Data Driven and Feeform
What do catalog items fall under?
Different categories: Catalog items can be found and organized under different categories.
Your user preferences allow you to configure (select the three correct answers):
Display, notifications and accessablility
Which fields cannot be hidden on a form?
Mandatory fields
What are the names of the two modules in the Service Desk application, where you can locate work assigned to you and/or your group(s)? (select two answers)
My work and My groups work
Which tab would you use to communicate to stakeholders and document activities through the task's lifecycle?
Notes
Which site allows you to engage in learning opportunities and earn badges and certifications?
Now Learning
What kinds of reports can be generated from a list? (select two answers)
Pie chart and Bar chart
What action do you take on a menu item for it to always display in your instance?
Pin the menu
What area in a form displays records from tables that have a relationship to the current record?
Related Lists: Related lists display records from tables that have a relationship to the current record.
What is a Knowledge Base (KB)?
Section of Knowledge categorized articles
How would you select which fields on a form you want to display?
Select Personalize Form: By selecting Personalize form, you can choose which fields on a form you want to display.
How do Knowledge Managers set permissions to who can view or modify articles?
Set user criteria
What needs to be enabled to only display the Work notes field?
Show one journal field
What are the three types of Open Records you can access in the Platform? (select three answers)
Tasks, Items and Requests: Requests, Items, and Tasks can be found under Open Records in the All menu.
An article can only be associated with one knowledge base.
True: A Knowledge article can only be associated with one KB.
What are the two options to hide a field from a form through form personalization? (select two answers)
Uncheck the field's box Selection the hide field icon
Which feature facilitates synchronous collaboration within one record?
User Presence
