Servicenow CIS - HR Certification Questions And Answers Latest Top Score.

Servicenow CIS - HR Certification Questions And Answers Latest Top Score. What are the three current issues with HR Service Delivery? - correct 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? - correct 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? - correct 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? - correct 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? - correct answer. 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? - correct answer. 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? - correct answer. Protect HR by encapsulating and protecting its data and preventing interference from other applications Why should HR information be contained within scoped applications? - correct answer. 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? - correct answer. 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? - correct answer. 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? - correct answer. 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? - correct answer. sn_hr_ What is the system administrators role for HRSD? - correct answer. 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? - correct answer. HR admin can assign users to HR groups. HR admin cannot assign roles to either users or groups. What is an HR case? - correct answer. Cases are how employee requests are captured in HRSD. Equivalent of an incident or event in ITSM. How can HR cases be generated? - correct answer. 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? - correct answer. 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? - correct answer. 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? - correct answer. 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? - correct answer. 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? - correct answer. 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? - correct answer. 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? - correct answer. 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? - correct answer. 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? - correct answer. - HR generalist - Tier 1 support - sn_hr_ -HR specialist - Tier 2 Support - sn_hr_ - HR Manager - Manager - sn_hr_er - HR admin - technical support to system - sn_hr_ What role do all employees with HR profiles receive? - correct answer. sn_hr_ - client role that enables employees to see cases opened for them and that they are the subject person. How do non-HR employees utilize HRSD? - correct answer. -Search knowledge -Submit requests -View profile -Interact through the employee service center How do HR professionals utilized HRSD? - correct answer. -Create and manage HR Cases -Manage HR processes -Create and Update HR profiles Admin -Maintain HR apps -Create and maintain HR services *they do the HR work How are HR roles inherited? - correct answer. Roles are added to groups. Any group member has that role. Additionally roles may have roles contained underneath (child roles). Any group member with the parent role will inherit all associated child roles *HR admin contains manager, basic, and secure info What are HR skills? - correct answer. Skill management is an application that enables HR professionals to be organized by competencies. Cases and tasks can be auto-assigned by skill What is the best practice for assigning skills? - correct answer. Skills should be assigned to groups with group members inheriting. Individually remove skills from group members who do not yet maintain that specific skill What is the manage HR skills module? - correct answer. HR AdministrationManage RolesManage HR Skills Allows for easy creation of new skills and assignment to users, not groups What does the HR Skills application do? - correct answer. Allows HR admins to create new HR skills, assign skills to groups, and assign skills to users. Not as simple UI as Manage HR skills module How are HR cases auto-assigned? - correct answer. Cases are automatically assigned by the Routing and Assignment Application which routes cases with a state of ready for work or work in progress to HR professionals with 1)matching location 2)required skills 3)fewest assigned cases. What is the user record? - correct answer. The user record is a "profile" that exists for all SN users containing login credentials, group information, email, etc. What is the HR profile? - correct answer. HR profiles are confidential stores of employee data on ServiceNow to include personal contact info and other HR information How are the User Record and HR profile related? - correct answer. HR profiles are associated with User records but HR profile specific data is stored confidential and only viewable by HR professionals. Information is synchronized and updates to user profile fields can synchronize with the HR profile ie department What role is required to view the HR profile? - correct answer. sn_hr_le_reader What are the methods to create HR Profiles? - correct answer. - Generate Individual HR profile using link on User profile