IM ServiceNow Overview quiz

What is Reassign vs Transfer? in your own words

What is the Landing Page?

Explain what is a Group

Explain very quick the difference in Reassign vs Transfer a case.

What is the first step to create an HR case?

• Select the Add icon or new

• Select the inbox icon

• Select the quick action icon

What should you enter in the first window field when creating an HR case?

• A requester name

• A case number

• HR Service

What is the definition of 'Draft' state in HR case management?

• Case is being created

• Case is ready to be worked on

• Case is completed and closed

What should you do if you need to suspend a case?

• Add work notes on the case, with clear explanation of why suspend

• Select suspend button , reason and comment, date to resume if need it

• Both A and B

What is the purpose of the comments section in the Activity Stream?

• To communicate with requesters

• To save history

• To communicate with other agents internally

What should you do after three follow-ups with no response from the requester?

• Close the case as Close Incomplete

• Keep the case open

• Transfer the case