SERVICENOW CIS - HR CERTIFICATION QUESTIONS AND ANSWERS
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_core.admin
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_core.basic
-HR specialist - Tier 2 Support - sn_hr_core.basic
- HR Manager - Manager - sn_hr_core.manager
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_core.admin
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_core.basic
-HR specialist - Tier 2 Support - sn_hr_core.basic
- HR Manager - Manager - sn_hr_core.manager
