ServiceNow CIS - HR Certification
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 ServiceNow knowledgebase. Enables case deflection
by employees solving their own problems.
What are lifecycle events? - Answer-Lifecycle events are collections of activities that detail a process
needed in relation to different occurrences during employment such as on-boarding, promotions, and
performance
What is HR Performance Analytics? - Answer-HR PA is an optional plug-in that provides simple access to
KPIs and metrics. Separate from standard HR "dashboards"
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 ServiceNow knowledgebase. Enables case deflection
by employees solving their own problems.
What are lifecycle events? - Answer-Lifecycle events are collections of activities that detail a process
needed in relation to different occurrences during employment such as on-boarding, promotions, and
performance
What is HR Performance Analytics? - Answer-HR PA is an optional plug-in that provides simple access to
KPIs and metrics. Separate from standard HR "dashboards"
