ServiceNow CIS - HR Cer fica on/ CIS-HR Exam
Ques ons and answers Newest RATED A+ 2025/2026
NEW!! 100% VERIFIED CORRECT
What are the three current issues with HR Service Delivery? - Ans Staff feels disconnected
No single loca on to access HR services
Relies on email and phone-based interac ons
How does HRSD improve the employee experience? - Ans Automates rou ne tasks, provides
tools to help deliver services, provides mely communica on, access to a Service Portal, and
integra on with other backend systems through single pla&orm
What are the HRSD applica ons? - Ans HR Case and Knowledge Management, Employee
Service Center, Enterprise Onboarding and Transi ons (also called lifecycle events)
Op onal: HR integra ons, HR performance analy cs, Employee document management
What is the HR Case and Knowledge Management Applica on? - Ans Primary set of
applica ons used by HR to enable case management, benefits tracking, skills management,
knowledge management and administra on (groups, users, profiles)
*Also referred to has HR Core
What is the Employee Service Center applica on? - Ans The applica on provides an op onal
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 Transi ons applica on? - Ans Allows the automa on
and streamlining of employee onboarding and other "lifecycle events" during and a5er tenure
with the company
,What are the benefits of scoped HR applica ons? - Ans Protect HR by encapsula ng and
protec ng its data and preven ng interference from other applica ons
Why should HR informa on be contained within scoped applica ons? - Ans HR informa on is
generally sensi ve or confiden al and should only be accessed by HR professionals. While HR
runs on an IT system, IT does not need full access to the informa on.
What are the components of each scoped HR applica on? - Ans Tables (CoEs),
Users/Groups/Skills, Proper es, Scripts/business rules, No fica ons
- None of the above are carried over from app to app, must be inserted separately
What are the different HR Administrator roles? - Ans HR Admin, ESC Admin, Lifecycle event
(LE) admin, Integra ons admin, Document management add-in
*remember one for each app minus PA
How do HR administrator roles relate to one another? - Ans There is one administrator role for
each ac vated applica on. The roles may be held by a single person based on organiza on size
and structure. Roles are not automa cally contained under HR admin or System Admin
What is the HR admin role ID? - Ans sn_hr_core.admin
What is the system administrators role for HRSD? - Ans System administrator helps set-up the
HRSD applica ons and controls user crea on and roles (both at user level and group). HR admin
is removed from Sys Ad roles a5er implementa on
Can the HR admin assign users roles or groups? Both? - Ans HR admin can assign users to HR
groups. HR admin cannot assign roles to either users or groups.
, What is an HR case? - Ans Cases are how employee requests are captured in HRSD. Equivalent
of an incident or event in ITSM.
How can HR cases be generated? - Ans 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 crea on used? - Ans Bulk case crea on is best used for situa ons requiring
the same type of case for mul ple employees such as a payroll issue, annual recer fica on, or
system turnover
What is the machine learning tools that can be used for case assignment? - Ans Agent
Intelligence can automate case assignment through machine learning. Agent INtelligence trains
on large data sets and predicts assignment rules based on descrip ons or short descrip ons.
What is the HR Knowledge Base? - Ans The HR knowledgebase is a repository of informa on
to include policies and ar cles accessible through the ServiceNow knowledgebase. Enables case
deflec on by employees solving their own problems.
What are lifecycle events? - Ans Lifecycle events are collec ons of ac vi es that detail a
process needed in rela on to different occurrences during employment such as on-boarding,
promo ons, and performance
What is HR Performance Analy cs? - Ans HR PA is an op onal plug-in that provides simple
access to KPIs and metrics. Separate from standard HR "dashboards"
What is employee document management? - Ans Op onal applica on that provides central
storing and management of employee documents. All documents created during a case can be
transferred into the system.
Ques ons and answers Newest RATED A+ 2025/2026
NEW!! 100% VERIFIED CORRECT
What are the three current issues with HR Service Delivery? - Ans Staff feels disconnected
No single loca on to access HR services
Relies on email and phone-based interac ons
How does HRSD improve the employee experience? - Ans Automates rou ne tasks, provides
tools to help deliver services, provides mely communica on, access to a Service Portal, and
integra on with other backend systems through single pla&orm
What are the HRSD applica ons? - Ans HR Case and Knowledge Management, Employee
Service Center, Enterprise Onboarding and Transi ons (also called lifecycle events)
Op onal: HR integra ons, HR performance analy cs, Employee document management
What is the HR Case and Knowledge Management Applica on? - Ans Primary set of
applica ons used by HR to enable case management, benefits tracking, skills management,
knowledge management and administra on (groups, users, profiles)
*Also referred to has HR Core
What is the Employee Service Center applica on? - Ans The applica on provides an op onal
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 Transi ons applica on? - Ans Allows the automa on
and streamlining of employee onboarding and other "lifecycle events" during and a5er tenure
with the company
,What are the benefits of scoped HR applica ons? - Ans Protect HR by encapsula ng and
protec ng its data and preven ng interference from other applica ons
Why should HR informa on be contained within scoped applica ons? - Ans HR informa on is
generally sensi ve or confiden al and should only be accessed by HR professionals. While HR
runs on an IT system, IT does not need full access to the informa on.
What are the components of each scoped HR applica on? - Ans Tables (CoEs),
Users/Groups/Skills, Proper es, Scripts/business rules, No fica ons
- None of the above are carried over from app to app, must be inserted separately
What are the different HR Administrator roles? - Ans HR Admin, ESC Admin, Lifecycle event
(LE) admin, Integra ons admin, Document management add-in
*remember one for each app minus PA
How do HR administrator roles relate to one another? - Ans There is one administrator role for
each ac vated applica on. The roles may be held by a single person based on organiza on size
and structure. Roles are not automa cally contained under HR admin or System Admin
What is the HR admin role ID? - Ans sn_hr_core.admin
What is the system administrators role for HRSD? - Ans System administrator helps set-up the
HRSD applica ons and controls user crea on and roles (both at user level and group). HR admin
is removed from Sys Ad roles a5er implementa on
Can the HR admin assign users roles or groups? Both? - Ans HR admin can assign users to HR
groups. HR admin cannot assign roles to either users or groups.
, What is an HR case? - Ans Cases are how employee requests are captured in HRSD. Equivalent
of an incident or event in ITSM.
How can HR cases be generated? - Ans 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 crea on used? - Ans Bulk case crea on is best used for situa ons requiring
the same type of case for mul ple employees such as a payroll issue, annual recer fica on, or
system turnover
What is the machine learning tools that can be used for case assignment? - Ans Agent
Intelligence can automate case assignment through machine learning. Agent INtelligence trains
on large data sets and predicts assignment rules based on descrip ons or short descrip ons.
What is the HR Knowledge Base? - Ans The HR knowledgebase is a repository of informa on
to include policies and ar cles accessible through the ServiceNow knowledgebase. Enables case
deflec on by employees solving their own problems.
What are lifecycle events? - Ans Lifecycle events are collec ons of ac vi es that detail a
process needed in rela on to different occurrences during employment such as on-boarding,
promo ons, and performance
What is HR Performance Analy cs? - Ans HR PA is an op onal plug-in that provides simple
access to KPIs and metrics. Separate from standard HR "dashboards"
What is employee document management? - Ans Op onal applica on that provides central
storing and management of employee documents. All documents created during a case can be
transferred into the system.
