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? - answerThe 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? - answerAllows 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? - answerProtect HR by encapsulating
and protecting its data and preventing interference from other applications
Why should HR information be contained within scoped applications? - answerHR
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? - answerTables (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? - answerHR 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? - answerThere 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? - answersn_hr_core.admin
What is the system administrators role for HRSD? - answerSystem 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? - answerHR admin can assign
users to HR groups. HR admin cannot assign roles to either users or groups.
What is an HR case? - answerCases are how employee requests are captured in
HRSD. Equivalent of an incident or event in ITSM.
How can HR cases be generated? - answerCases 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? - answerBulk 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? -
answerAgent 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? - answerThe 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? - answerLifecycle 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? - answerHR 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? - answerThe 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? - answerAllows 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? - answerProtect HR by encapsulating
and protecting its data and preventing interference from other applications
Why should HR information be contained within scoped applications? - answerHR
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? - answerTables (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? - answerHR 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? - answerThere 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? - answersn_hr_core.admin
What is the system administrators role for HRSD? - answerSystem 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? - answerHR admin can assign
users to HR groups. HR admin cannot assign roles to either users or groups.
What is an HR case? - answerCases are how employee requests are captured in
HRSD. Equivalent of an incident or event in ITSM.
How can HR cases be generated? - answerCases 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? - answerBulk 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? -
answerAgent 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? - answerThe 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? - answerLifecycle 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? - answerHR PA is an optional plug-in that provides
simple access to KPIs and metrics. Separate from standard HR "dashboards"
