ServiceNow CIS - HR Certification Exam
Questions With Correct Answers
What are the three current issues with HR Service Delivery? - ANSWER Staff
feels disconnected
No single location to access HR services
Relies on email and phone-based interactions
How does HRSD improve the employee experience? - ANSWER Automates
routine tasks, provides tools to help deliver services, provides timely
communication, access to a Service Portal, and integration with other backend
systems through single platform
What are the HRSD applications? - ANSWER HR Case and Knowledge
Management, Employee Service Center, Enterprise Onboarding and Transitions
(also called lifecycle events)
Optional: HR integrations, HR performance analytics, Employee document
management
What is the HR Case and Knowledge Management Application? - ANSWER
Primary set of applications used by HR to enable case management, benefits
tracking, skills management, knowledge management and administration
(groups, users, profiles)
*Also referred to has HR Core
What is the Employee Service Center application? - ANSWER The application
provides an optional way for employees to engage with HR through a self
service portal that allows access to their employee profile, request HR services,
and search the HR knowledgebase.
What is the Enterprise Onboarding and Transitions application? - ANSWER
Allows the automation and streamlining of employee onboarding and other
"lifecycle events" during and after tenure with the company
What are the benefits of scoped HR applications? - ANSWER Protect HR by
encapsulating and protecting its data and preventing interference from other
applications
Why should HR information be contained within scoped applications? - ANSWER
HR information is generally sensitive or confidential and should only be
accessed by HR professionals. While HR runs on an IT system, IT does not need
full access to the information.
, What are the components of each scoped HR application? - ANSWER Tables
(CoEs), Users/Groups/Skills, Properties, Scripts/business rules, Notifications
- None of the above are carried over from app to app, must be inserted
separately
What are the different HR Administrator roles? - ANSWER HR Admin, ESC
Admin, Lifecycle event (LE) admin, Integrations admin, Document management
add-in
*remember one for each app minus PA
How do HR administrator roles relate to one another? - ANSWER There is one
administrator role for each activated application. The roles may be held by a
single person based on organization size and structure. Roles are not
automatically contained under HR admin or System Admin
What is the HR admin role ID? - ANSWER sn_hr_core.admin
What is the system administrators role for HRSD? - ANSWER System
administrator helps set-up the HRSD applications and controls user creation
and roles (both at user level and group). HR admin is removed from Sys Ad roles
after implementation
Can the HR admin assign users roles or groups? Both? - ANSWER HR admin can
assign users to HR groups. HR admin cannot assign roles to either users or
groups.
What is an HR case? - ANSWER Cases are how employee requests are captured
in HRSD. Equivalent of an incident or event in ITSM.
How can HR cases be generated? - ANSWER Cases can be generated by
employee request through the Employee Service Center, manually on behalf of
individual employees by an HR professional, or in bulk
When is bulk case creation used? - ANSWER Bulk case creation is best used for
situations requiring the same type of case for multiple employees such as a
payroll issue, annual recertification, or system turnover
What is the machine learning tools that can be used for case assignment? -
ANSWER Agent Intelligence can automate case assignment through machine
learning. Agent INtelligence trains on large data sets and predicts assignment
rules based on descriptions or short descriptions.
What is the HR Knowledge Base? - ANSWER The HR knowledgebase is a
repository of information to include policies and articles accessible through the
Questions With Correct Answers
What are the three current issues with HR Service Delivery? - ANSWER Staff
feels disconnected
No single location to access HR services
Relies on email and phone-based interactions
How does HRSD improve the employee experience? - ANSWER Automates
routine tasks, provides tools to help deliver services, provides timely
communication, access to a Service Portal, and integration with other backend
systems through single platform
What are the HRSD applications? - ANSWER HR Case and Knowledge
Management, Employee Service Center, Enterprise Onboarding and Transitions
(also called lifecycle events)
Optional: HR integrations, HR performance analytics, Employee document
management
What is the HR Case and Knowledge Management Application? - ANSWER
Primary set of applications used by HR to enable case management, benefits
tracking, skills management, knowledge management and administration
(groups, users, profiles)
*Also referred to has HR Core
What is the Employee Service Center application? - ANSWER The application
provides an optional way for employees to engage with HR through a self
service portal that allows access to their employee profile, request HR services,
and search the HR knowledgebase.
What is the Enterprise Onboarding and Transitions application? - ANSWER
Allows the automation and streamlining of employee onboarding and other
"lifecycle events" during and after tenure with the company
What are the benefits of scoped HR applications? - ANSWER Protect HR by
encapsulating and protecting its data and preventing interference from other
applications
Why should HR information be contained within scoped applications? - ANSWER
HR information is generally sensitive or confidential and should only be
accessed by HR professionals. While HR runs on an IT system, IT does not need
full access to the information.
, What are the components of each scoped HR application? - ANSWER Tables
(CoEs), Users/Groups/Skills, Properties, Scripts/business rules, Notifications
- None of the above are carried over from app to app, must be inserted
separately
What are the different HR Administrator roles? - ANSWER HR Admin, ESC
Admin, Lifecycle event (LE) admin, Integrations admin, Document management
add-in
*remember one for each app minus PA
How do HR administrator roles relate to one another? - ANSWER There is one
administrator role for each activated application. The roles may be held by a
single person based on organization size and structure. Roles are not
automatically contained under HR admin or System Admin
What is the HR admin role ID? - ANSWER sn_hr_core.admin
What is the system administrators role for HRSD? - ANSWER System
administrator helps set-up the HRSD applications and controls user creation
and roles (both at user level and group). HR admin is removed from Sys Ad roles
after implementation
Can the HR admin assign users roles or groups? Both? - ANSWER HR admin can
assign users to HR groups. HR admin cannot assign roles to either users or
groups.
What is an HR case? - ANSWER Cases are how employee requests are captured
in HRSD. Equivalent of an incident or event in ITSM.
How can HR cases be generated? - ANSWER Cases can be generated by
employee request through the Employee Service Center, manually on behalf of
individual employees by an HR professional, or in bulk
When is bulk case creation used? - ANSWER Bulk case creation is best used for
situations requiring the same type of case for multiple employees such as a
payroll issue, annual recertification, or system turnover
What is the machine learning tools that can be used for case assignment? -
ANSWER Agent Intelligence can automate case assignment through machine
learning. Agent INtelligence trains on large data sets and predicts assignment
rules based on descriptions or short descriptions.
What is the HR Knowledge Base? - ANSWER The HR knowledgebase is a
repository of information to include policies and articles accessible through the
