ServiceNow CIS - Human Resources
(New York) Questions & Answers
In which application scope is the HR Case Management? Correct Ans-Human Resources:
Core
When is a client role assigned? Correct Ans-Automatically when an HR Profile is created or
modified
Where is a ServiceNow-led engagement governed? Correct Ans-Customer Production
Instance, Separate engagement instance
When a new HR Case is created using the Create Case module, when are Assignment Rules
triggered by the system? Correct Ans-When the HR Case Template does not designate an
Assignment Group or the HR Service does not have an associated template
How does the system know which documents to automatically move from the HR Case into the
Document Management system? Correct Ans-The Automatically move attachments box on
the HR Service
What 3 methods may be used to select the audience type for a Campaign? Correct Ans-HR
Criteria, User Criteria, Uploading a File
,When an HR Case is transferred to another COE, a notification is sent to the Subject Person. If
the employee replies to that notification email, where is the reply captured in ServiceNow?
Correct Ans-Replies are captured in the Activity log on both the original and the new Case
For a Campaign, where are the audience and the start and stop dates defined? Correct Ans-
On the Campaign bundle record
What functionality does Virtual Agent provided for HR Service Delivery? Correct Ans-A set of
pre-defined conversations designed to complete common self-service HR tasks
How is Virtual Agent activated in the customer instance? Correct Ans-ServiceNow must
activate the Virtual Agent plugins using Maint access
How are Knowledge Blocks enabled for the articles in a Knowledge Base? Correct Ans-Check
the Enable blocks box on the Knowledge Base record
How are Knowledge Blocks activated in the customer instance? Correct Ans-A System Admin
may active the [com.snc.knowledge_blocks] plugin directly in the customer instance
How many client role assignment rules come OOB? Correct Ans-5
In Guided setup task view, what are the state options? Correct Ans-Start, Skip, Mark as
complete, Unlock
, Regarding the maturity level of an HR department, what is the final stage of a mature
automated HR department? Correct Ans-SMART Services
What do most HR departments use for day to day work/cases? Correct Ans-Emails,
Spreadsheets, and Phone Calls
What sub departments can be found in an HR organization? Correct Ans-Payroll, Employee
Relations, Benefits, HRIS
What options are available in the Knowledge Base? Correct Ans-Disable commenting,
Disable suggesting, Disable category editing
When does a template load on the HR Case form? Correct Ans-When you choose the HR
Service (in the interceptor)
What do Escalation Rules do for assignment? Correct Ans-Handle who gets it when you click
the Escalate UI Action, not initial assignment of cases
Assignments of HR Cases is handled by what? Correct Ans-HR Matching Rules
(True/False) ServiceNow HR Managed Documents support Digital Signatures? Correct Ans-
False - SN support electronic signatures, which are not the same as secure digital signatures
(New York) Questions & Answers
In which application scope is the HR Case Management? Correct Ans-Human Resources:
Core
When is a client role assigned? Correct Ans-Automatically when an HR Profile is created or
modified
Where is a ServiceNow-led engagement governed? Correct Ans-Customer Production
Instance, Separate engagement instance
When a new HR Case is created using the Create Case module, when are Assignment Rules
triggered by the system? Correct Ans-When the HR Case Template does not designate an
Assignment Group or the HR Service does not have an associated template
How does the system know which documents to automatically move from the HR Case into the
Document Management system? Correct Ans-The Automatically move attachments box on
the HR Service
What 3 methods may be used to select the audience type for a Campaign? Correct Ans-HR
Criteria, User Criteria, Uploading a File
,When an HR Case is transferred to another COE, a notification is sent to the Subject Person. If
the employee replies to that notification email, where is the reply captured in ServiceNow?
Correct Ans-Replies are captured in the Activity log on both the original and the new Case
For a Campaign, where are the audience and the start and stop dates defined? Correct Ans-
On the Campaign bundle record
What functionality does Virtual Agent provided for HR Service Delivery? Correct Ans-A set of
pre-defined conversations designed to complete common self-service HR tasks
How is Virtual Agent activated in the customer instance? Correct Ans-ServiceNow must
activate the Virtual Agent plugins using Maint access
How are Knowledge Blocks enabled for the articles in a Knowledge Base? Correct Ans-Check
the Enable blocks box on the Knowledge Base record
How are Knowledge Blocks activated in the customer instance? Correct Ans-A System Admin
may active the [com.snc.knowledge_blocks] plugin directly in the customer instance
How many client role assignment rules come OOB? Correct Ans-5
In Guided setup task view, what are the state options? Correct Ans-Start, Skip, Mark as
complete, Unlock
, Regarding the maturity level of an HR department, what is the final stage of a mature
automated HR department? Correct Ans-SMART Services
What do most HR departments use for day to day work/cases? Correct Ans-Emails,
Spreadsheets, and Phone Calls
What sub departments can be found in an HR organization? Correct Ans-Payroll, Employee
Relations, Benefits, HRIS
What options are available in the Knowledge Base? Correct Ans-Disable commenting,
Disable suggesting, Disable category editing
When does a template load on the HR Case form? Correct Ans-When you choose the HR
Service (in the interceptor)
What do Escalation Rules do for assignment? Correct Ans-Handle who gets it when you click
the Escalate UI Action, not initial assignment of cases
Assignments of HR Cases is handled by what? Correct Ans-HR Matching Rules
(True/False) ServiceNow HR Managed Documents support Digital Signatures? Correct Ans-
False - SN support electronic signatures, which are not the same as secure digital signatures
