ServiceNow HR Certification Exam Prep
If using digital signature (docusign), info is stored in HR Task as - ✔️✔️A link to the
document in docusign is stored in the task/case under the activity
How's the e-signature captured in SN? - ✔️✔️as an image
e-signature in base platform - ✔️✔️Not a legally binding document; just
acknowledgement
HR Shared Services Activities - ✔️✔️
Some SLA/Metrics used - ✔️✔️Resolution times, first call resolution, create to resolve
duration, Open,
If matching rules determine potentially assignee, what actually assigns a case? -
✔️✔️Assignment Rules
What options are available in the Guided Setup category view? - ✔️✔️Configuration
categories and their tasks (get started, continue, skip)
What options are available in the Guided Setup Task View - ✔️✔️Start, skip, mark as
complete or unlock tasks
Why are some tasks locked in the Guided Setup task view? - ✔️✔️Because they
require a plugin to be activated
What options are available in the Guided Setup Configuration view? - ✔️✔️Shows lists,
forms and properties
How many client roles are in the base instance? - ✔️✔️Ten (five for core and five for
service portal)
How many condition client role rules are in the base instance? - ✔️✔️Five
How many client roles groups are in the base instance? - ✔️✔️Two: HR Fulfillment
Support, HR Service Portal
Is HR Core Basic included in HR Manager role? - ✔️✔️Yes
When does a HR Template populates data? - ✔️✔️After the Create a new Case
, When is a client role assigned? - ✔️✔️Automatically when an HR Profile is created
When importing a new knowledge article, what date is used? - ✔️✔️No date is asked.
Publish and valid dates are there
How many user criteria records can a knowledge base have? - ✔️✔️Unlimited
If Knowledge base has no user criteria, articles within that KB are available to read/write
- ✔️✔️all users with any roles
If a knowledge base has no user criteria, articles within that KB are available for read
only to - ✔️✔️All Users without roles
In base SN instance, for KB articles these options are visible - ✔️✔️Can contribute and
can read; related lists need to be configured for Cannot contribute/read
Used to control which users can create, update and read Knowledge bases/articles -
✔️✔️User criteria records
Where can a user change the language if not English? - ✔️✔️Login Page, System
Setting General
Are attached documents translated? - ✔️✔️No
HR Inbound Integration requires: - ✔️✔️Staging tables, HR service mapping, schema
mapping and transform maps
HR Outbound integration requires: - ✔️✔️Configure tables and info to push, map the
web service to the SOAP message
If the HR Admin role is removed from Sys Admin, the admin role cannot - ✔️✔️See HR
cases or HR Profile data
When scoping an HR Service map out: - ✔️✔️HR service, topic detail, topic category,
COE, HR template, assignment group, skills, icon/pictures and user criteria(if catalog
item needed)
When an HR plugin is activated, the associated Admin role for that plugin is
automatically added to: - ✔️✔️System Administrator (admin)
When a new KB needs to be created this role needs to be added - ✔️✔️Knowledge
Admin
If using digital signature (docusign), info is stored in HR Task as - ✔️✔️A link to the
document in docusign is stored in the task/case under the activity
How's the e-signature captured in SN? - ✔️✔️as an image
e-signature in base platform - ✔️✔️Not a legally binding document; just
acknowledgement
HR Shared Services Activities - ✔️✔️
Some SLA/Metrics used - ✔️✔️Resolution times, first call resolution, create to resolve
duration, Open,
If matching rules determine potentially assignee, what actually assigns a case? -
✔️✔️Assignment Rules
What options are available in the Guided Setup category view? - ✔️✔️Configuration
categories and their tasks (get started, continue, skip)
What options are available in the Guided Setup Task View - ✔️✔️Start, skip, mark as
complete or unlock tasks
Why are some tasks locked in the Guided Setup task view? - ✔️✔️Because they
require a plugin to be activated
What options are available in the Guided Setup Configuration view? - ✔️✔️Shows lists,
forms and properties
How many client roles are in the base instance? - ✔️✔️Ten (five for core and five for
service portal)
How many condition client role rules are in the base instance? - ✔️✔️Five
How many client roles groups are in the base instance? - ✔️✔️Two: HR Fulfillment
Support, HR Service Portal
Is HR Core Basic included in HR Manager role? - ✔️✔️Yes
When does a HR Template populates data? - ✔️✔️After the Create a new Case
, When is a client role assigned? - ✔️✔️Automatically when an HR Profile is created
When importing a new knowledge article, what date is used? - ✔️✔️No date is asked.
Publish and valid dates are there
How many user criteria records can a knowledge base have? - ✔️✔️Unlimited
If Knowledge base has no user criteria, articles within that KB are available to read/write
- ✔️✔️all users with any roles
If a knowledge base has no user criteria, articles within that KB are available for read
only to - ✔️✔️All Users without roles
In base SN instance, for KB articles these options are visible - ✔️✔️Can contribute and
can read; related lists need to be configured for Cannot contribute/read
Used to control which users can create, update and read Knowledge bases/articles -
✔️✔️User criteria records
Where can a user change the language if not English? - ✔️✔️Login Page, System
Setting General
Are attached documents translated? - ✔️✔️No
HR Inbound Integration requires: - ✔️✔️Staging tables, HR service mapping, schema
mapping and transform maps
HR Outbound integration requires: - ✔️✔️Configure tables and info to push, map the
web service to the SOAP message
If the HR Admin role is removed from Sys Admin, the admin role cannot - ✔️✔️See HR
cases or HR Profile data
When scoping an HR Service map out: - ✔️✔️HR service, topic detail, topic category,
COE, HR template, assignment group, skills, icon/pictures and user criteria(if catalog
item needed)
When an HR plugin is activated, the associated Admin role for that plugin is
automatically added to: - ✔️✔️System Administrator (admin)
When a new KB needs to be created this role needs to be added - ✔️✔️Knowledge
Admin
