Overview
Self-service capabilities empower users to help themselves, reducing ticket volume and improving satisfaction. This includes the Service Catalog for requesting services, Knowledge Base for finding answers, and automation tools like Flow Designer for streamlining processes.
Why It Matters for the Exam
Self-Service & Automation represents about 15% of the CSA exam. This is a broad topic covering Service Catalog configuration, Knowledge Management, and workflow automation. Modern questions often focus on Flow Designer rather than legacy workflows.
Key Concepts to Master
💡 Exam Tips & Strategy
Know the components of a catalog item: variables collect information, workflows/flows process requests, and tasks assign work. Understand knowledge article states and the publishing workflow. For Flow Designer, focus on when to use it versus other automation options.