Configure user administration, task management, notifications, and reporting features.
Covers user administration including roles, groups, and access control lists (ACLs), task management and Visual Task Boards (VTBs), notification configuration, reporting capabilities, dashboards, and performance analytics. Represents approximately 20% of the CSA exam.
5 minutes
5 Questions
Collaboration in ServiceNow refers to the suite of tools and features that enable users to communicate, share information, and work together effectively within the platform. These capabilities are essential for improving productivity and ensuring seamless teamwork across an organization.
Key collaboration features in ServiceNow include:
**Connect Chat**: This is ServiceNow's built-in messaging tool that allows users to have real-time conversations. Users can create one-on-one chats or group conversations, share files, and discuss records. Connect Chat integrates with records, enabling teams to communicate about specific incidents, problems, or tasks.
**Live Feed**: Similar to social media feeds, Live Feed allows users to post messages, updates, and announcements. Users can follow specific records, groups, or individuals to stay informed about relevant activities. This feature supports @mentions to notify specific users and hashtags for organizing topics.
**Activity Stream**: Found on individual records, the activity stream displays a chronological history of all activities related to that record, including comments, work notes, and state changes. This provides transparency and context for anyone working on or reviewing the record.
**Visual Task Boards**: These Kanban-style boards help teams visualize and manage work. Users can drag and drop tasks between lanes, making it easy to track progress and collaborate on work items.
**Notifications**: ServiceNow sends email and in-platform notifications to keep users informed about updates, assignments, and mentions relevant to their work.
**Knowledge Management**: Users can collaborate on creating and maintaining knowledge articles, ensuring information is shared across the organization.
As a System Administrator, understanding collaboration tools is crucial for configuring user access, managing Connect conversations and groups, setting up notification rules, and customizing Live Feed settings. These tools reduce reliance on external communication platforms by centralizing discussions within ServiceNow, keeping conversations connected to relevant records and improving overall operational efficiency.Collaboration in ServiceNow refers to the suite of tools and features that enable users to communicate, share information, and work together effectively within the platform. These capabilities are essential for improving productivity and ensuring seamless teamwork across an organization.
Key colla…