Catalog Administration

Question 1

What is Service Catalog?

Answer 1

A robust ordering system for users to request services and products offered by departments in the organization

Question 2

What roles are required to manage multiple service catalogs and provide services to different teams in the organization?

Answer 2

catalog_admin

admin

Question 3

How are the catalog items organized / grouped together?

Answer 3

Into categories

Question 4

What is one limitation of Catalog Builder?

Answer 4

Certain entities cannot be created or edited with Catalog Builder

Question 5

Which role creates the templates using Catalog Builder?

Answer 5

Catalog administrators

Question 6

Who then uses the catalog builder templates and how?

Answer 6

Business and Process owners create catalog items using the templates based on gathered requirements

Question 7

What roles can add advanced capabilities to Catalog Items?

Answer 7

Catalog admins and developers

Question 8

What can one do using Catalog Builder?

Answer 8

• Create catalog items and item templates
• View available catalog items and item templates
• View recently updated catalog items
• View the configured content that describes the catalog building process in the organization

Question 9

What are the 3 main parts under which catalog components fall?

Answer 9

• Order
• Order form
• Order process

Question 10

What is generated when a catalog item is submitted?

Answer 10

• A Request, a Requested Item, and one or many Catalog Tasks
• A Task record (when the catalog item is a Record Producer)

Question 11

What is an Order Guide?

Answer 11

A set of catalog items grouped logically together to be submitted under 1 request

Question 12

What type of catalog item generates a Task record?

Answer 12

Record Producer

Question 13

What are the characteristics of a catalog variable?

Answer 13

• Used to gather info relative to the customer’s needs
• Can affect the order price
• Flagged as Global by default (display in the execution tasks of the requested item)
• Defined once, can be reused in multiple places
• Are attached to a catalog item in the Service Catalog

Question 14

What is a collection of variables that can be shared across various catalog items and order guides?

Answer 14

Variable Set

Question 15

What are the common variable types?

Answer 15

• Multiple Choice
• Select Box
• Single Line Text
• Reference
• Checkbox

Question 16

Where to navigate to create a Variable Set?

Answer 16

All > Service Catalog > Catalog Variables > Variable Sets

Question 17

When creating a new Catalog Item, what are the options regarding the flow?

Answer 17

• Create a flow attached to the catalog item
• Use the Service Catalog Item Request base system flow

Question 18

Where do we navigate to create a new catalog item or update an existing catalog item?

Answer 18

All > Service Catalog > Catalog Definitions > Maintain Items

Question 19

To which entities can we attach variables?

Answer 19

• catalog item
• execution plan

Question 20

What is Variable Set and how many fields does it have?

Answer 20

A container to store reusable Catalog Variables.

It has 2 fields: Name and Description

Question 21

Where to navigate to create a Variable Set?

Answer 21

All > Service Catalog > Catalog Variables > Variable Sets

Question 22

Where do we add the variables in a variable set?

Answer 22

In a Related List at the bottom of the Variable Set record after saving it

Question 23

Which field establishes the order in the sequence of variables?

Answer 23

Order field
(100 to display first, 200 to display second, etc)

Question 24

Which Catalog Item generates task-based records and can be used anywhere in the Platform?

Answer 24

Record Producer

Question 25

Which records are created when an order is placed?

Answer 25

- Request - Request Item - Catalog task

Question 26

What are the 3 Service Catalog tables?

Answer 26

- Request [sc_request] - Requested Item [sc_req_item] - Catalog Task [sc_task]

Question 27

Where can users navigate to track their request?

Answer 27

All > Self-Service > My Requests

Question 28

What do Flow Stages indicate?

Answer 28

The progress or state of an item in the delivery process

Question 29

What are the Flow Stages?

Answer 29

- Waiting for Approval (In Progress) - Approved - Pending (Has not started) - Fulfillment (In Progress) - Deployment / Delivery - Completed

Question 30

What is the set of conditions that are evaluated to determine if a user can access a catalog item?

Answer 30

User Criteria

Question 31

Where do we set the User Criteria?

Answer 31

In the Related List > Available for / Not Available for, on the catalog item form of the category form

Question 32

Which User Criteria, between Available For and Not Available For, overrides the other?

Answer 32

Not Available For overrides Available For

Question 33

We do not see the Related List Available For on a catalog item form. What must we do?

Answer 33

Configure the form to make it appear

Question 34

Where to navigate to add new categories or categories hierarchies?

Answer 34

All > Service Catalog > Maintain Categories

Question 35

Where to navigate to get to Flow Designer?

Answer 35

All > Process automation > Flow Designer

Question 36

Where to navigate to find email notifications?

Answer 36

All > System Mailboxes > Outbound > Outbox

Question 37

How to preview an email notification?

Answer 37

Right click on the email date and select Preview Email