Knowledge Assessment Test - ServiceNow (Test 1)

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What are the options available when the Approval field is set to Requested in a ticket.

Open, Assigned, Requested, Pending for supplier.

Open, Assigned, Work in progress, Waiting for response, Pending for supplier.

Open, Assigned, Work in progress, Waiting for response.

Open, Assigned, Waiting for response, Pending for supplier.

Below condition should be met to view open tickets assigned to Fulfiller.

Active - True, Assignment Group - Your group

Active - False, Assigned to - Fulfiller

Active - False, Assignment Group - Your group, Assigned to - Fulfiller

Active – True, Assigned to - Fulfiller

_______ is the System Owner for ServiceNow.

Ceneli Espindula

Marie Ekelund

Johan Fahlgren

Marcus Owald

Caller can create below ticket in ServiceNow tool:

Incident and Service Request and Problem

Incident, Service Request, Problem and Change Request

Incident and Service Request

Incident, Service Request and Change Request

Any Caller can log in to ServiceNow to submit a Service Request and track it through the entire Request Fulfillment life cycle until Request is completely fulfilled.

True

False

How we can access the End User Guide or Fulfiller Guide from keyPoint home page:

Click on Help -> Service Desk Guide

Click on Help -> Knowledge database

Click on Help -> Service Desk

Click on Help -> keyPoint Guide

If we need to close a ticket as Obsolete/Test, which option we need to select as Incident/Request category:

Obsolete or Test

Other

Duplication

Inquiry/Question

To access ServiceNow as a Caller which one of the following URL should be used?

https://assaabloy.service-now.com/navpage.do

https://assaabloy.service-now.com/ess/

Both of the above.

Comments added in Work notes list will be visible to Callers:

True

False

10.

If the Caller in a ticket is Guest, what we normally do to confirm that our response reaches the user:

The response will automatically go the user

Add user in the Watch list

Send a ticket ID to the user

Send a separate email to the user

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