ServiceNow BTS Quiz

True or False? The ServiceNow Dashboard contains "Incident Stats" that are to be filled in our EOS Forms?

• False

• True

Where can we access Knowledge Articles when working on an incident? (Select All that Apply)

• We shouldn't use Knowledge Articles at all

• In the Incident under "Related Search Results"

• Via the Global Search in ServiceNow

• In the "All Applications" section for "Knowledge"

How do General Requests get handled?

• They don't, we leave them for someone else do deal with.

• We either reassign the Request or create an incident as needed.

• Answer the user through their General Request

• Reassign it even if the group isn't correct

Which Short Description is appropriate for an Incident? (Select All that Apply)

• NetID Password Issue

• User is having issues with resetting their NetID Password

• Duo Authentication Issue

• NetID PW Reset

What information should NOT be posted in an incident? (Select All that Apply)

• CVC

• SSN

• OR/NetID Admin information

• CAT Information

When will the ServiceNow UI be changing?

• January 2023

• February 2023

• March 2023

• Next Year