ServiceNow HR Certification Exam
Prep | Latest Update 2026
When does a HR Template populates data? -ANSWER After the Create a new Case
When is a client role assigned? -ANSWER Automatically when an HR Profile is created
When importing a new knowledge article, what date is used? -ANSWER No date is
asked. Publish and valid dates are there
How many user criteria records can a knowledge base have? -ANSWER Unlimited
What options are available in the Guided Setup category view? -ANSWER Configuration
categories and their tasks (get started, continue, skip)
What options are available in the Guided Setup Task View -ANSWER Start, skip, mark as
complete or unlock tasks
Why are some tasks locked in the Guided Setup task view? -ANSWER Because they
require a plugin to be activated
What options are available in the Guided Setup Configuration view? -ANSWER Shows
lists, forms and properties
How many client roles are in the base instance? -ANSWER Ten (five for core and five for
service portal)
How many condition client role rules are in the base instance? -ANSWER Five
How many client roles groups are in the base instance? -ANSWER Two: HR Fulfillment
Support, HR Service Portal
Is HR Core Basic included in HR Manager role? -ANSWER Yes
If Knowledge base has no user criteria, articles within that KB are available to read/write
-ANSWER all users with any roles
If a knowledge base has no user criteria, articles within that KB are available for read
only to -ANSWER All Users without roles
In base SN instance, for KB articles these options are visible -ANSWER 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 -
ANSWER User criteria records
If using digital signature (docusign), info is stored in HR Task as -ANSWER A link to the
document in docusign is stored in the task/case under the activity
How's the e-signature captured in SN? -ANSWER as an image
e-signature in base platform -ANSWER Not a legally binding document; just
acknowledgement
HR Shared Services Activities -ANSWER
Some SLA/Metrics used -ANSWER Resolution times, first call resolution, create to
resolve duration, Open,
If matching rules determine potentially assignee, what actually assigns a case? -
ANSWER Assignment Rules
Where can a user change the language if not English? -ANSWER Login Page, System
Setting General
Are attached documents translated? -ANSWER No
HR Inbound Integration requires: -ANSWER Staging tables, HR service mapping,
schema mapping and transform maps
HR Outbound integration requires: -ANSWER 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 -ANSWER See
HR cases or HR Profile data
When scoping an HR Service map out: -ANSWER 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: -ANSWER System Administrator (admin)
When a new KB needs to be created this role needs to be added -ANSWER Knowledge
Admin
What fields determine ability to define public or private API -ANSWER Accessible from
field
Prep | Latest Update 2026
When does a HR Template populates data? -ANSWER After the Create a new Case
When is a client role assigned? -ANSWER Automatically when an HR Profile is created
When importing a new knowledge article, what date is used? -ANSWER No date is
asked. Publish and valid dates are there
How many user criteria records can a knowledge base have? -ANSWER Unlimited
What options are available in the Guided Setup category view? -ANSWER Configuration
categories and their tasks (get started, continue, skip)
What options are available in the Guided Setup Task View -ANSWER Start, skip, mark as
complete or unlock tasks
Why are some tasks locked in the Guided Setup task view? -ANSWER Because they
require a plugin to be activated
What options are available in the Guided Setup Configuration view? -ANSWER Shows
lists, forms and properties
How many client roles are in the base instance? -ANSWER Ten (five for core and five for
service portal)
How many condition client role rules are in the base instance? -ANSWER Five
How many client roles groups are in the base instance? -ANSWER Two: HR Fulfillment
Support, HR Service Portal
Is HR Core Basic included in HR Manager role? -ANSWER Yes
If Knowledge base has no user criteria, articles within that KB are available to read/write
-ANSWER all users with any roles
If a knowledge base has no user criteria, articles within that KB are available for read
only to -ANSWER All Users without roles
In base SN instance, for KB articles these options are visible -ANSWER 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 -
ANSWER User criteria records
If using digital signature (docusign), info is stored in HR Task as -ANSWER A link to the
document in docusign is stored in the task/case under the activity
How's the e-signature captured in SN? -ANSWER as an image
e-signature in base platform -ANSWER Not a legally binding document; just
acknowledgement
HR Shared Services Activities -ANSWER
Some SLA/Metrics used -ANSWER Resolution times, first call resolution, create to
resolve duration, Open,
If matching rules determine potentially assignee, what actually assigns a case? -
ANSWER Assignment Rules
Where can a user change the language if not English? -ANSWER Login Page, System
Setting General
Are attached documents translated? -ANSWER No
HR Inbound Integration requires: -ANSWER Staging tables, HR service mapping,
schema mapping and transform maps
HR Outbound integration requires: -ANSWER 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 -ANSWER See
HR cases or HR Profile data
When scoping an HR Service map out: -ANSWER 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: -ANSWER System Administrator (admin)
When a new KB needs to be created this role needs to be added -ANSWER Knowledge
Admin
What fields determine ability to define public or private API -ANSWER Accessible from
field
