ServiceNow CIS - HR Certification Exam All Possible
Questions and Answers 2022/2023
What are the three current issues with HR Service Delivery?
Staff feels disconnected
No single location to access HR services
Relies on email and phone-based interactions
How does HRSD improve the employee experience?
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?
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?
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?
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?
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?
Protect HR by encapsulating and protecting its data and preventing interference from
other applications
Why should HR information be contained within scoped applications?
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?
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?
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?
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?
sn_hr_core.admin
What is the system administrators role for HRSD?
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?
HR admin can assign users to HR groups. HR admin cannot assign roles to either users
or groups.
What is an HR case?
Cases are how employee requests are captured in HRSD. Equivalent of an incident or
event in ITSM.
How can HR cases be generated?
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?
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?
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?
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?
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?
HR PA is an optional plug-in that provides simple access to KPIs and metrics. Separate
from standard HR "dashboards"
What is employee document management?
Optional application that provides central storing and management of employee
documents. All documents created during a case can be transferred into the system.
What are campaigns?
Campaigns are a function of the employee service center that allows HR to publish
targeted content based on user criteria, HR criteria, or profiles. Mass-notification across
multiple content types to specific audience. Think open-enrollment emails, banner, and
video
How is information in the HRSD apps secured?
Information is secured using user roles. Best practice is user roles are assigned to
groups and people to groups. SYSAD controls roles, HR Admin control HR groups
What are the core HRSD roles?
Questions and Answers 2022/2023
What are the three current issues with HR Service Delivery?
Staff feels disconnected
No single location to access HR services
Relies on email and phone-based interactions
How does HRSD improve the employee experience?
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?
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?
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?
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?
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?
Protect HR by encapsulating and protecting its data and preventing interference from
other applications
Why should HR information be contained within scoped applications?
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?
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?
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?
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?
sn_hr_core.admin
What is the system administrators role for HRSD?
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?
HR admin can assign users to HR groups. HR admin cannot assign roles to either users
or groups.
What is an HR case?
Cases are how employee requests are captured in HRSD. Equivalent of an incident or
event in ITSM.
How can HR cases be generated?
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?
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?
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?
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?
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?
HR PA is an optional plug-in that provides simple access to KPIs and metrics. Separate
from standard HR "dashboards"
What is employee document management?
Optional application that provides central storing and management of employee
documents. All documents created during a case can be transferred into the system.
What are campaigns?
Campaigns are a function of the employee service center that allows HR to publish
targeted content based on user criteria, HR criteria, or profiles. Mass-notification across
multiple content types to specific audience. Think open-enrollment emails, banner, and
video
How is information in the HRSD apps secured?
Information is secured using user roles. Best practice is user roles are assigned to
groups and people to groups. SYSAD controls roles, HR Admin control HR groups
What are the core HRSD roles?
