Test: CIS-HR (information technology and communication)


CIS-HRVersión en línea Homemade Practice Exam Questions por Joseph Lindsay 1 Using the RACI matrix and the filter by role how many tasks is a Developer responsible for? a 10 b 0 c 35 d Depends on the size of the project 2 Is it possible to reuse the same Data Source used to import and transform companies to Transform Groups? a Yes, as long as you know in advance b No, When defining a Data Source from a file, the sheet number and header row must be specified. In the CD - Initial Data Import.xls file, Company data is on sheet 1 and group data is on sheet 3. Therefore a new Data Source must be defined. c Yes, as long as they are within the same xls file d No, once a data source is used it cannot be reused elsewhere in the project 3 What are the Core HRSD Roles? a sn_hr-core.basic,sn_hr_core.manager,sn_hr_core.admin b hr_sn_core.basic,hr_sn_core.manager,hr_sn_core.admin c hr_basic,hr_manager,hr_admin d hr,hr.manager,admin 4 What are the two client roles automatically assigned by the system? Choose one or more answers a sn_hr_sp.hrsp_employee b sn_hr_core.hrsm_employee c sn_hr_sp.client_employee d sn_hr_core.client_employee 5 When the HR application is installed , roles are automatically created for HR professionals and employees. Which role is required to add a user to a HR Group? a HR Basic [sn_hr_core.basic] b HR Manager [sn_hr_core.manager] c HR Admin [sn_hr_core.admin] 6 Andrew has the client role [sn_hr_sp.hrsp_employee]. What does this role allow him to do? Choose one or more answers a Search HR knowledge bases b Submit knowledge articles c Submit requests using Employee Center d Update his profile information 7 Cloud dimensions would like a group of HR Professionals to handle cases related to employee health insurance. Which role should be assigned to this group? a HR Basic [sn_hr_core.basic] b HR Specialist [sn_hr_core.specialist] c HR Manager [sn_hr_core.manager] d HR Admin [sn_hr_core.admin] 8 Katie is an HR specialist and is a member of both the HR and HR Tier 2 groups. Her skills include HR, benefits, and leave of absence. Which case could be assigned to Katie? Choose one or more answers a A question about upcoming holidays b A request for maternity leave c A question about payroll d A request for a relocation 9 At Cloud Dimensions, employee transfers are handled by the employee transfer group, which is a child of the HR group. The employee transfer group also inherits the skills of the HR group. a True b False 10 Skills can be assigned and removed in several ways. Select the methods used by HR admins and HR managers to manage skills. Choose one or more answers a Select and deselect a skill on a user's card b Click the Assign/Remove Users button c From the Skills related list on a group record d From the Skills related list on a user record 11 A HR case is submitted to change dental benefits. What criteria will the assignment and matching rules evaluate to automatically assign the case? Choose one or more answers a State is Pending b Skills required c Location of submitter d Workload of HR professional 12 Wade started at Cloud Dimensions one week ago. Which record contains information such as his work email address and work location? a User record b HR profile c Client record d HR case 13 Wade just started at Cloud Dimensions one week ago. He requested to sign up for direct deposit and a HR case was opened for him. What type of record(s) does Wade have? Choose one or more answers a User record b Employee record c Client record d HR profile 14 When Wade was being onboarded a HR profile was created for him and both the Employment start date and Employment type fields were filed in on the record. What kind of role did the system automatically grant him when these fields were completed? a Worker b Personnel c Client d User 15 Andrew needs to submit a request for direct deposit setup. What feature will he leverage from the Employee Center to submit the request? a Knowledge article b Service catalog c To-dos d HR case 16 Allowing employees at Cloud Dimensions to search for answers to common questions is an important success factor for their HR department. Which feature ensures employees can find accurate, relevant information on a particular topic? a Knowledge articles b HR templates c Activity steam on HR cases d Employee Center 17 Tammie and Andrew communicate using the additional comments field. If Tammie wishes to add comments that are not visible to Andrew, to which field should she add comments? a Additional comments b Activity log c Work notes d HR notes 18 Jessica wants to make all U.S team members aware of the details of an upcoming volunteer opportunity in November. What content type should she select? a Banner b Calendar c Video d Event 19 Jessica wants to make all U.K team members aware of the details of an upcoming volunteer opportunity in December. How can she ensure the event is only presented to employees in the U.K? a Create a User Criteria record for U.K employees and add it to the event b Create an Audience record for U.K employees and add it to the event c Add each U.K user individually to the event d Create an access control record for the event 20 Andrew leveraged chat to request tuition reimbursement. The HR professional opens a new HR case for the chat record. What case details will be populated from the chat? Choose one or more answers a Employee name b Fulfillment instructions c Chat transcript d Response template 21 Put the HR case management process flow in the correct order. a HR case in initiated, HR template associated with the HR Service is used to complete the defined fields, Matching and assignment rules are triggered, COE determined by the HR service, b HR case in initiated, COE determined by the HR service, Matching and assignment rules are triggered, HR template associated with the HR Service is used to complete the defined fields, c COE determined by the HR service, Matching and assignment rules are triggered, HR template associated with the HR Service is used to complete the defined fields, HR case in initiated, d HR case in initiated, COE determined by the HR service, HR template associated with the HR Service is used to complete the defined fields, Matching and assignment rules are triggered, 22 Eric opened a HR case to relocate his team member, Jaidra to another location. The case is assigned to Violet in the relocation group. Who is listed in the opened for field? a Eric b Jaidra c Violet d Relocation group 23 Jessica, the HR Admin for Cloud Dimensions, initiated the creation of bulk HR cases. When will the cases be created? a Immediately b When a HR service is created c Every hour d Bulk cases are queued and asynchronously updated in the background 24 Nora is a web designer at Cloud Dimensions. She successfully completed a graphics design course and needs to submit a request for tuition reimbursement. How can Nora request reimbursement for her tuition? a Enroll in courses to enhance her current skills b Send an email asking a HR professional to contact her c Submit a tuition reimbursement request in the Employee Center d Call a HR professional asking for tuition reimbursement 25 Cloud Dimensions is eager to streamline HR service delivery by automating case assignment. Which components determine how a case is assigned after it is created? Choose one or more answers a HR service b HR service topic category c Employee's Department d Assignment rules 26 All HR services are categorized into three levels of structure. What are those levels of categorization? (Select 3) Choose one or more answers a Center of Excellence (COE) b Service category c Topic category d Topic detail e HR Task f Assignment Group 27 The HR service tuition reimbursement was configured with a template. As a result, HR cases are created with a short description and specific assignment group. Can the template also create a task for the employee to complete a form? a Yes b No 28 Cloud Dimensions wants to ensure HR knowledge bases are accurate, relevant, and regularly reviewed. How can they achieve this oversight and management? Choose one or more answers a Assign one owner per knowledge base b Assign one manager per knowledge article c Assign one or more managers per knowledge base d Assign one owner and one manager per knowledge article 29 Jessica created a new HR catalog category for a new hire store. What must she do to ensure the category is visible to employees on the Employee Center? a Publish the category b Assign a catalog item to the category c Assign the HR service to the catalog item d Associate a record producer HR service 30 Andrew is submitting a request for direct deposit setup. What determines the fields he has to complete on the form? a Variables b HR template c HR category d Reference table 31 Cloud Dimensions has an existing HR service for requesting home office equipment fir remote employees. Previously, a HR professional submitted this type of request for the employee. Now, employees will be allowed to request it themselves and Jessica needs to create a new catalog item. What is the best method for creating this new catalog item? a Create a new catalog item using the Manage HR Catalog module b Create a new HR service c Create the item from the record producer field on the existing HR service d Create a new catalog category 32 What is a SLA? a Service Line Acquisition b Service Level Agreement c ServiceNow Labor Agreement d Survey Level Accuracy 33 Simon a HR admin, has been assigned to create a report for all active HR cases in the UK. He sees that a report already exists and is called "All active HR cases" that is configured. What should Warren do to create this custom report? a Edit the existing "All active HR cases" report and change the audience b Create a brand new report c Create a copy of the "All active HR cases" report and edit it to reflect only HR cases in the UK d Use performance analytics instead. 34 What is the first step to implement Performance Analytics in the HR product after purchase? a System administrator must activate Performance Analytics b HR admin grants roles for groups c HR admin creates the pa_admin role d System administrator grants HR admin access to Performance Analytics 35 KPI data is displayed through time series results from the data captured from Performance Analytics a True b False c d 36 What are used to assign surveys to certain individuals based off a table (ex. HR Core Case table)? a workflows b auto assignment c trigger conditions d audience 37 Listening posts are used for what purpose? a to capture employee feedback across various touch points b for assignment of multiple surveys c to promote employee discussion d to gather employee information 38 In which application scope is the HR Case Management application? a Human Resources: Intergrations b Human Resources: Core c Human Resources: Lifecycle Events d Human Resources: Service Portal 39 How many COE's may be associated with a HR Service? a 1 b 5 c 10 d Unlimited 40 Which of the following determines if an employee can view a Knowledge article on the Employee Center a Can / Cannot Contribute User Criteria b Can / Cannot Read HR Criteria c Can / Cannot Read User Criteria d Can / Cannot Read ACL Criteria 41 Which of these options allow a HR Administrator to configure a personal copy of the HR Case Dashboard? (Select 2) Choose one or more answers a Layout b Add Content c Modify Layout d Change Layout e Delete Content 42 Which HR persona monitors progress and data to make strategic decisions? a Leaders b HR Professional c HR Agent d Employees 43 What are the two HR packages available to customers? a Employee Pro and HRSD Enterprise b HRSD Basic and HRSD Pro c HRSD Pro and HRSD Enterprise d HRSD Basic and HRSD Enterprise 44 Which suite of applications in HRSD Enterprise enables organization to optimize employee journeys to drive productivity? a Employee Team Management b Employee Journey Management c Team Journey Accelerator d Team Journey Designer 45 Where can employees submit HR requests? a Employee Center Pro b Company website c In the office d Help desk 46 What are the three criteria for a HR professional to be assigned a HR Case? Choose one or more answers a Skill set b Location c Preferred language d Availability 47 Which workflow makes asking and receiving help easy all employees? a Request Now b Issue Auto Resolution c Advanced Work Assignment d Auto Incident Resolution 48 Which Employee Center Pro features sends targeted communications to employees? a Content Publishing b Curated Experiences c Content Experiences d Content Governance 49 What are three procedures employees can accomplish on Employee Center Pro? Choose one or more answers a Complete HR tasks b Approvals c Accept resolutions d Call the front desk 50 Which application for HRSD provides employees with an automated self-service experience? a Now Agent b Virtual Agent c HRSD Buddy d Virtual Assist 51 HR Agent Workspace uses which kind of tab interface? a Multi-tab b Adaptive-tab c Single tab d Hybrid tab 52 What are the three main purposes of HR Agent Workspace? Choose one or more answers a Interact with employees b View reports c Repond to inquiries d Resolve issues 53 What are two channels of integrated communications that HR agents use to talk to employees Choose one or more answers a Chat b Email c SMS d Direct call 54 Which employee record contains confidential information? a HR profile b User profile c Employee profile d Payroll 55 Which criteria would a HR professional use to ensure an employee receives access to a Knowledge base? a HR criteria b Employee criteria c User criteria d Team criteria 56 Which record would a HR professional use to find an employee's department within the company? a Group b User profile c Role d HR profile 57 An HR Admin without the System Admin role can do what? (Choose three.) Choose one or more answers a Grant roles to users or groups b Modify the HR Administration > Properties c Reset user passwords d Create HR Criteria e Configure business rules f Add users to groups 58 After the HR Admin [sn_hr_core.admin] role has been removed from the Admin role, how may a user with only the Admin role add members to HR groups? a The Admin must elevate their role to security_admin to add members to HR groups. b The Admin follows the same process as with any group membership change. c The Admin can no longer add members to HR groups. d The Admin must impersonate an HR Admin to add members to HR groups. 59 In the Create Bulk Cases module, which Filter by options are available in the dropdown? (Choose four.) Choose one or more answers a Upload File b HR Service Template c User Criteria d HR Template e HR Profiles f HR Criteria 60 If you have both Admin and HR Admin roles and wanted to configure an Access Control for the Employee Relations Cases table, what must first be done? a Add the Delegated Developer role to your User record b From the User dropdown in the banner, elevate your role to security_admin c Manually add the security_admin role to your User record d Nothing would need to be done 61 What type of information does the HR Profile contain? a Personal employee data b Group membership and role information c User login and department information d A user’s password 62 How many User Criteria Records may be applied to a single KB or KB Article? a Only two b Only three c Unlimited d Only one 63 In the base ServiceNow instance, how are User Criteria used? a To control which users can access the HR Case application b To control what a user sees in the information and suggested reading widgets c To control read and write access to Knowledge bases and articles d To control which users can access the HR Service Portal 64 Which of the following are true for an HR application as it relates to the User [sys_user] Table and the HR Profile [sn_hr_core.profile] Table? a Both are required. b Only HR Profile table is required in HR. c Neither are required. d Only the User table is required in HR. 65 In the base instance, what determines the conditions a Case must meet before it can be assigned to an agent? a Matching Rules b Client Rules c ACLs d Escalation Rules 66 What role is required, at a minimum, to view confidential HR Profile data? a HR Admin [sn_hr_core.admin] b HR Basic [sn_hr_core.basic] c LE Admin [sn_hr_le.admin] d HR Manager [sn_hr_core.manager] 67 What types of HR Document templates may be created in ServiceNow? (Choose two.) Choose one or more answers a Document Templates b Word document templates c PDF document templates d Text document templates 68 What are the advantages of removing the HR Admin role from the system Admin role after the HR Implementation tasks have been completed? (Choose two.) Choose one or more answers a This ensures that HR has control over further HR configurations. b The HR Admin role should remain a part of the system Admin role. c This ensures that confidential HR data is only accessible to users with an HR role. d It is not necessary because the system Admin always has access to all HR data 69 What does ServiceNow now call the HR application? a HRDS - HR Delivery Service b HRSM - HR Service Management c HRMS - HR Management System d HRSD - HR Service Delivery 70 What defines an employee's access to the HR Service Portal / Employee Service Center? a Group membership b User Criteria c HR Criteria d Client Roles 71 What kind of records do HR Requests create? a HR Incidents b HR Files c HR Problems d HR Cases 72 In the HR Guided Setup Module, why are some tasks locked in the Task view? a They require an elevated role to access. b They are deprecated tasks that should not be completed. c They require other tasks to be completed first. d They require a plugin to be activated first. 73 Which of the following are examples of HR application scopes? (Choose four.) Choose one or more answers a Human Resources: Core b Human Resources: Knowledge c Human Resources: Integrations d Human Resources: Lifecycle Events e Human Resources: Global f Human Resources: Service Portal 74 How can an HR Administrator or Content writer limit which employees will see content on the Employee Service Center? a All employees will see the same information b Client roles automatically limit what is visible to employees c Using User Criteria d Using HR Criteria 75 If the Audience field has been configured on a Lifecycle Event Activity, what will the system do if the subject person does not meet the criteria for that Activity? a The activity must be manually closed by the HR professional b The Lifecycle Event will be canceled c The activity must be manually closed by the Subject person d The activity will be skipped 76 The ServiceNow SIM methodology is based around what generic methodologies? a Waterfall and Rapid Application Development (RAD) b Agile and Waterfall c Prince d Scrum and XP 77 If an HR Services needs to be accessible to employees on the Employee Service Center, what field must be completed on the HR Service? a Checklist b Fulfiller Instructions c Lifecycle Event type d Record Producer 78 HR Profiles may be created for multiple employees using conditions and criteria in which module? a Create Human Resources Profile b Create new Case c Generate HR Profiles d Bulk Cases 79 User authentication and Instance restriction are examples of what type of security? a Physical Security b Roles and Groups c Contextual Security d Platform Access 80 If the HR Service does not have any Case options specified, HR Documents must be manually generated for the HR Case. In this situation, who is able to generate an HR document for the Case? a Any HR professional b Only an HR Admin c Only an HR Manager d Only the assigned to person 81 When does the HR Template populate information on the HR Case form? a When the Opened for person is selected b When the Assignment group is selected c When the HR Case Type is selected d When the HR service is selected on the HR Case Creation form 82 The HR Profile table is used to track information for what Employment types? (Choose three.) Choose one or more answers a Other b Potential Employee c Full Time Employee d Temporary Employee e Spouse f Contractor 83 If the HRSD application is scoped, why can the System Administrator initially access all HR applications after the plugin has been installed? a When the HR plugins are installed, the necessary HR roles are added to the Admin role. b The roles were manually granted by a ServiceNow security user. c The Admin will always have access to all HR tables and data. d The roles were manually granted by an HR Admin. 84 Scenario: You have an existing ITSM customer who is now implementing HR Enterprise. In UAT, they discovered that they get an error message about a Read operation from the HR scope to the Global scope being denied. You have verified that each Script Include was written correctly. What else must be done to allow the Script Includes to work in the HR application? a The Status of the associated record on the Application Restricted Caller Access list must be set to Denied. b You must create a custom ACL to allow the script includes to work. c The Status of the associated record on the Application Restricted Caller Access list must be set to Allowed. d You must change Scope for the script includes to work. 85 In the HR Guided Setup Module, the Configuration View displays which of the following for a Category? (Choose three.) Choose one or more answers a Properties b Gauges c Dashboards d Lists e Overviews f Forms 86 What method needs to be invoked from MatchingRuleProcessor class? a processAndGetCandidates b processAndGetUsers c processAndGetList d processAndGetArray 87 If an HR Service will only be used internally by HR professionals, what is the minimum configuration needed? a HR Service and HR Template b HR Service, HR Template, and Record Producer c HR Service d HR Service, HR Template, Record Producer, and Lifecycle event type 88 The Knowledge bases searched for the Knowledge results section on an HR Case are determined by what? a Contextual Search configuration b HR Service configuration c HR Criteria configuration d Knowledge Management configuration 89 When gathering requirements for HR Services, it is best to begin by defining the Service then working upwards, categorizing in progressively more detail. What are the basic categories used? a HR Service, Topic Detail, COE. b HR Service, Topic Category, Activity Category, Activities, COE. c HR Service, Topic Category, COE. d HR Service, Topic Detail, Topic Category, COE. 90 If a knowledge base and its articles have no user criteria selected, a user without a role can do what? a read and contribute articles b read articles, but not contribute c can neither read nor contribute articles d contribute, but not read articles 91 How does ServiceNow know which HR Template to use on an HR Case? a The HR Template is referenced on the HR Service record. b The HR Template is referenced on the record producer form. c Each COE has a specific HR Template. d The HR Template is selected directly on the Catalog item. 92 What are the key differentiators between an HR Profile record and a User record? (Choose three.) Choose one or more answers a The HR Profile stores the employee's assigned delegates. b The HR Profile includes group membership information. c The HR Profile includes employee organizational information like Colleagues. d The HR Profile stores login credential information. e The HR Profile may include employee marital status. f The HR Profile is intended to store confidential employee data that is pertinent for HR.

1

Using the RACI matrix and the filter by role how many tasks is a Developer responsible for?

a

10

b

0

c

35

d

Depends on the size of the project

2

Is it possible to reuse the same Data Source used to import and transform companies to Transform Groups?

a

Yes, as long as you know in advance

b

No, When defining a Data Source from a file, the sheet number and header row must be specified. In the CD - Initial Data Import.xls file, Company data is on sheet 1 and group data is on sheet 3. Therefore a new Data Source must be defined.

c

Yes, as long as they are within the same xls file

d

No, once a data source is used it cannot be reused elsewhere in the project

3

What are the Core HRSD Roles?

a

sn_hr-core.basic,sn_hr_core.manager,sn_hr_core.admin

b

hr_sn_core.basic,hr_sn_core.manager,hr_sn_core.admin

c

hr_basic,hr_manager,hr_admin

d

hr,hr.manager,admin

4

What are the two client roles automatically assigned by the system?

Choose one or more answers

a

sn_hr_sp.hrsp_employee

b

sn_hr_core.hrsm_employee

c

sn_hr_sp.client_employee

d

sn_hr_core.client_employee

5

When the HR application is installed , roles are automatically created for HR professionals and employees. Which role is required to add a user to a HR Group?

a

HR Basic [sn_hr_core.basic]

b

HR Manager [sn_hr_core.manager]

c

HR Admin [sn_hr_core.admin]

6

Andrew has the client role [sn_hr_sp.hrsp_employee]. What does this role allow him to do?

Choose one or more answers

a

Search HR knowledge bases

b

Submit knowledge articles

c

Submit requests using Employee Center

d

Update his profile information

7

Cloud dimensions would like a group of HR Professionals to handle cases related to employee health insurance. Which role should be assigned to this group?

a

HR Basic [sn_hr_core.basic]

b

HR Specialist [sn_hr_core.specialist]

c

HR Manager [sn_hr_core.manager]

d

HR Admin [sn_hr_core.admin]

8

Katie is an HR specialist and is a member of both the HR and HR Tier 2 groups. Her skills include HR, benefits, and leave of absence. Which case could be assigned to Katie?

Choose one or more answers

a

A question about upcoming holidays

b

A request for maternity leave

c

A question about payroll

d

A request for a relocation

9

At Cloud Dimensions, employee transfers are handled by the employee transfer group, which is a child of the HR group. The employee transfer group also inherits the skills of the HR group.

a

True

b

False

10

Skills can be assigned and removed in several ways. Select the methods used by HR admins and HR managers to manage skills.

Choose one or more answers

a

Select and deselect a skill on a user's card

b

Click the Assign/Remove Users button

c

From the Skills related list on a group record

d

From the Skills related list on a user record

11

A HR case is submitted to change dental benefits. What criteria will the assignment and matching rules evaluate to automatically assign the case?

Choose one or more answers

a

State is Pending

b

Skills required

c

Location of submitter

d

Workload of HR professional

12

Wade started at Cloud Dimensions one week ago. Which record contains information such as his work email address and work location?

a

User record

b

HR profile

c

Client record

d

HR case

13

Wade just started at Cloud Dimensions one week ago. He requested to sign up for direct deposit and a HR case was opened for him. What type of record(s) does Wade have?

Choose one or more answers

a

User record

b

Employee record

c

Client record

d

HR profile

14

When Wade was being onboarded a HR profile was created for him and both the Employment start date and Employment type fields were filed in on the record. What kind of role did the system automatically grant him when these fields were completed?

a

Worker

b

Personnel

c

Client

d

User

15

Andrew needs to submit a request for direct deposit setup. What feature will he leverage from the Employee Center to submit the request?

a

Knowledge article

b

Service catalog

c

To-dos

d

HR case

16

Allowing employees at Cloud Dimensions to search for answers to common questions is an important success factor for their HR department. Which feature ensures employees can find accurate, relevant information on a particular topic?

a

Knowledge articles

b

HR templates

c

Activity steam on HR cases

d

Employee Center

17

Tammie and Andrew communicate using the additional comments field. If Tammie wishes to add comments that are not visible to Andrew, to which field should she add comments?

a

Additional comments

b

Activity log

c

Work notes

d

HR notes

18

Jessica wants to make all U.S team members aware of the details of an upcoming volunteer opportunity in November. What content type should she select?

a

Banner

b

Calendar

c

Video

d

Event

19

Jessica wants to make all U.K team members aware of the details of an upcoming volunteer opportunity in December. How can she ensure the event is only presented to employees in the U.K?

a

Create a User Criteria record for U.K employees and add it to the event

b

Create an Audience record for U.K employees and add it to the event

c

Add each U.K user individually to the event

d

Create an access control record for the event

20

Andrew leveraged chat to request tuition reimbursement. The HR professional opens a new HR case for the chat record. What case details will be populated from the chat?

Choose one or more answers

a

Employee name

b

Fulfillment instructions

c

Chat transcript

d

Response template

21

Put the HR case management process flow in the correct order.

a

HR case in initiated, HR template associated with the HR Service is used to complete the defined fields, Matching and assignment rules are triggered, COE determined by the HR service,

b

HR case in initiated, COE determined by the HR service, Matching and assignment rules are triggered, HR template associated with the HR Service is used to complete the defined fields,

c

COE determined by the HR service, Matching and assignment rules are triggered, HR template associated with the HR Service is used to complete the defined fields, HR case in initiated,

d

HR case in initiated, COE determined by the HR service, HR template associated with the HR Service is used to complete the defined fields, Matching and assignment rules are triggered,

22

Eric opened a HR case to relocate his team member, Jaidra to another location. The case is assigned to Violet in the relocation group. Who is listed in the opened for field?

a

Eric

b

Jaidra

c

Violet

d

Relocation group

23

Jessica, the HR Admin for Cloud Dimensions, initiated the creation of bulk HR cases. When will the cases be created?

a

Immediately

b

When a HR service is created

c

Every hour

d

Bulk cases are queued and asynchronously updated in the background

24

Nora is a web designer at Cloud Dimensions. She successfully completed a graphics design course and needs to submit a request for tuition reimbursement. How can Nora request reimbursement for her tuition?

a

Enroll in courses to enhance her current skills

b

Send an email asking a HR professional to contact her

c

Submit a tuition reimbursement request in the Employee Center

d

Call a HR professional asking for tuition reimbursement

25

Cloud Dimensions is eager to streamline HR service delivery by automating case assignment. Which components determine how a case is assigned after it is created?

Choose one or more answers

a

HR service

b

HR service topic category

c

Employee's Department

d

Assignment rules

26

All HR services are categorized into three levels of structure. What are those levels of categorization? (Select 3)

Choose one or more answers

a

Center of Excellence (COE)

b

Service category

c

Topic category

d

Topic detail

e

HR Task

f

Assignment Group

27

The HR service tuition reimbursement was configured with a template. As a result, HR cases are created with a short description and specific assignment group. Can the template also create a task for the employee to complete a form?

a

Yes

b

No

28

Cloud Dimensions wants to ensure HR knowledge bases are accurate, relevant, and regularly reviewed. How can they achieve this oversight and management?

Choose one or more answers

a

Assign one owner per knowledge base

b

Assign one manager per knowledge article

c

Assign one or more managers per knowledge base

d

Assign one owner and one manager per knowledge article

29

Jessica created a new HR catalog category for a new hire store. What must she do to ensure the category is visible to employees on the Employee Center?

a

Publish the category

b

Assign a catalog item to the category

c

Assign the HR service to the catalog item

d

Associate a record producer HR service

30

Andrew is submitting a request for direct deposit setup. What determines the fields he has to complete on the form?

a

Variables

b

HR template

c

HR category

d

Reference table

31

Cloud Dimensions has an existing HR service for requesting home office equipment fir remote employees. Previously, a HR professional submitted this type of request for the employee. Now, employees will be allowed to request it themselves and Jessica needs to create a new catalog item. What is the best method for creating this new catalog item?

a

Create a new catalog item using the Manage HR Catalog module

b

Create a new HR service

c

Create the item from the record producer field on the existing HR service

d

Create a new catalog category

32

What is a SLA?

a

Service Line Acquisition

b

Service Level Agreement

c

ServiceNow Labor Agreement

d

Survey Level Accuracy

33

Simon a HR admin, has been assigned to create a report for all active HR cases in the UK. He sees that a report already exists and is called "All active HR cases" that is configured. What should Warren do to create this custom report?

a

Edit the existing "All active HR cases" report and change the audience

b

Create a brand new report

c

Create a copy of the "All active HR cases" report and edit it to reflect only HR cases in the UK

d

Use performance analytics instead.

34

What is the first step to implement Performance Analytics in the HR product after purchase?

a

System administrator must activate Performance Analytics

b

HR admin grants roles for groups

c

HR admin creates the pa_admin role

d

System administrator grants HR admin access to Performance Analytics

35

KPI data is displayed through time series results from the data captured from Performance Analytics

a

True

b

False

c

d

36

What are used to assign surveys to certain individuals based off a table (ex. HR Core Case table)?

a

workflows

b

auto assignment

c

trigger conditions

d

audience

37

Listening posts are used for what purpose?

a

to capture employee feedback across various touch points

b

for assignment of multiple surveys

c

to promote employee discussion

d

to gather employee information

38

In which application scope is the HR Case Management application?

a

Human Resources: Intergrations

b

Human Resources: Core

c

Human Resources: Lifecycle Events

d

Human Resources: Service Portal

39

How many COE's may be associated with a HR Service?

a

1

b

5

c

10

d

Unlimited

40

Which of the following determines if an employee can view a Knowledge article on the Employee Center

a

Can / Cannot Contribute User Criteria

b

Can / Cannot Read HR Criteria

c

Can / Cannot Read User Criteria

d

Can / Cannot Read ACL Criteria

41

Which of these options allow a HR Administrator to configure a personal copy of the HR Case Dashboard? (Select 2)

Choose one or more answers

a

Layout

b

Add Content

c

Modify Layout

d

Change Layout

e

Delete Content

42

Which HR persona monitors progress and data to make strategic decisions?

a

Leaders

b

HR Professional

c

HR Agent

d

Employees

43

What are the two HR packages available to customers?

a

Employee Pro and HRSD Enterprise

b

HRSD Basic and HRSD Pro

c

HRSD Pro and HRSD Enterprise

d

HRSD Basic and HRSD Enterprise

44

Which suite of applications in HRSD Enterprise enables organization to optimize employee journeys to drive productivity?

a

Employee Team Management

b

Employee Journey Management

c

Team Journey Accelerator

d

Team Journey Designer

45

Where can employees submit HR requests?

a

Employee Center Pro

b

Company website

c

In the office

d

Help desk

46

What are the three criteria for a HR professional to be assigned a HR Case?

Choose one or more answers

a

Skill set

b

Location

c

Preferred language

d

Availability

47

Which workflow makes asking and receiving help easy all employees?

a

Request Now

b

Issue Auto Resolution

c

Advanced Work Assignment

d

Auto Incident Resolution

48

Which Employee Center Pro features sends targeted communications to employees?

a

Content Publishing

b

Curated Experiences

c

Content Experiences

d

Content Governance

49

What are three procedures employees can accomplish on Employee Center Pro?

Choose one or more answers

a

Complete HR tasks

b

Approvals

c

Accept resolutions

d

Call the front desk

50

Which application for HRSD provides employees with an automated self-service experience?

a

Now Agent

b

Virtual Agent

c

HRSD Buddy

d

Virtual Assist

51

HR Agent Workspace uses which kind of tab interface?

a

Multi-tab

b

Adaptive-tab

c

Single tab

d

Hybrid tab

52

What are the three main purposes of HR Agent Workspace?

Choose one or more answers

a

Interact with employees

b

View reports

c

Repond to inquiries

d

Resolve issues

53

What are two channels of integrated communications that HR agents use to talk to employees

Choose one or more answers

a

Chat

b

Email

c

SMS

d

Direct call

54

Which employee record contains confidential information?

a

HR profile

b

User profile

c

Employee profile

d

Payroll

55

Which criteria would a HR professional use to ensure an employee receives access to a Knowledge base?

a

HR criteria

b

Employee criteria

c

User criteria

d

Team criteria

56

Which record would a HR professional use to find an employee's department within the company?

a

Group

b

User profile

c

Role

d

HR profile

57

An HR Admin without the System Admin role can do what? (Choose three.)

Choose one or more answers

a

Grant roles to users or groups

b

Modify the HR Administration > Properties

c

Reset user passwords

d

Create HR Criteria

e

Configure business rules

f

Add users to groups

58

After the HR Admin [sn_hr_core.admin] role has been removed from the Admin role, how may a user with only the Admin role add members to HR groups?

a

The Admin must elevate their role to security_admin to add members to HR groups.

b

The Admin follows the same process as with any group membership change.

c

The Admin can no longer add members to HR groups.

d

The Admin must impersonate an HR Admin to add members to HR groups.

59

In the Create Bulk Cases module, which Filter by options are available in the dropdown? (Choose four.)

Choose one or more answers

a

Upload File

b

HR Service Template

c

User Criteria

d

HR Template

e

HR Profiles

f

HR Criteria

60

If you have both Admin and HR Admin roles and wanted to configure an Access Control for the Employee Relations Cases table, what must first be done?

a

Add the Delegated Developer role to your User record

b

From the User dropdown in the banner, elevate your role to security_admin

c

Manually add the security_admin role to your User record

d

Nothing would need to be done

61

What type of information does the HR Profile contain?

a

Personal employee data

b

Group membership and role information

c

User login and department information

d

A user’s password

62

How many User Criteria Records may be applied to a single KB or KB Article?

a

Only two

b

Only three

c

Unlimited

d

Only one

63

In the base ServiceNow instance, how are User Criteria used?

a

To control which users can access the HR Case application

b

To control what a user sees in the information and suggested reading widgets

c

To control read and write access to Knowledge bases and articles

d

To control which users can access the HR Service Portal

64

Which of the following are true for an HR application as it relates to the User [sys_user] Table and the HR Profile [sn_hr_core.profile] Table?

a

Both are required.

b

Only HR Profile table is required in HR.

c

Neither are required.

d

Only the User table is required in HR.

65

In the base instance, what determines the conditions a Case must meet before it can be assigned to an agent?

a

Matching Rules

b

Client Rules

c

ACLs

d

Escalation Rules

66

What role is required, at a minimum, to view confidential HR Profile data?

a

HR Admin [sn_hr_core.admin]

b

HR Basic [sn_hr_core.basic]

c

LE Admin [sn_hr_le.admin]

d

HR Manager [sn_hr_core.manager]

67

What types of HR Document templates may be created in ServiceNow? (Choose two.)

Choose one or more answers

a

Document Templates

b

Word document templates

c

PDF document templates

d

Text document templates

68

What are the advantages of removing the HR Admin role from the system Admin role after the HR Implementation tasks have been completed? (Choose two.)

Choose one or more answers

a

This ensures that HR has control over further HR configurations.

b

The HR Admin role should remain a part of the system Admin role.

c

This ensures that confidential HR data is only accessible to users with an HR role.

d

It is not necessary because the system Admin always has access to all HR data

69

What does ServiceNow now call the HR application?

a

HRDS - HR Delivery Service

b

HRSM - HR Service Management

c

HRMS - HR Management System

d

HRSD - HR Service Delivery

70

What defines an employee's access to the HR Service Portal / Employee Service Center?

a

Group membership

b

User Criteria

c

HR Criteria

d

Client Roles

71

What kind of records do HR Requests create?

a

HR Incidents

b

HR Files

c

HR Problems

d

HR Cases

72

In the HR Guided Setup Module, why are some tasks locked in the Task view?

a

They require an elevated role to access.

b

They are deprecated tasks that should not be completed.

c

They require other tasks to be completed first.

d

They require a plugin to be activated first.

73

Which of the following are examples of HR application scopes? (Choose four.)

Choose one or more answers

a

Human Resources: Core

b

Human Resources: Knowledge

c

Human Resources: Integrations

d

Human Resources: Lifecycle Events

e

Human Resources: Global

f

Human Resources: Service Portal

74

How can an HR Administrator or Content writer limit which employees will see content on the Employee Service Center?

a

All employees will see the same information

b

Client roles automatically limit what is visible to employees

c

Using User Criteria

d

Using HR Criteria

75

If the Audience field has been configured on a Lifecycle Event Activity, what will the system do if the subject person does not meet the criteria for that Activity?

a

The activity must be manually closed by the HR professional

b

The Lifecycle Event will be canceled

c

The activity must be manually closed by the Subject person

d

The activity will be skipped

76

The ServiceNow SIM methodology is based around what generic methodologies?

a

Waterfall and Rapid Application Development (RAD)

b

Agile and Waterfall

c

Prince

d

Scrum and XP

77

If an HR Services needs to be accessible to employees on the Employee Service Center, what field must be completed on the HR Service?

a

Checklist

b

Fulfiller Instructions

c

Lifecycle Event type

d

Record Producer

78

HR Profiles may be created for multiple employees using conditions and criteria in which module?

a

Create Human Resources Profile

b

Create new Case

c

Generate HR Profiles

d

Bulk Cases

79

User authentication and Instance restriction are examples of what type of security?

a

Physical Security

b

Roles and Groups

c

Contextual Security

d

Platform Access

80

If the HR Service does not have any Case options specified, HR Documents must be manually generated for the HR Case. In this situation, who is able to generate an HR document for the Case?

a

Any HR professional

b

Only an HR Admin

c

Only an HR Manager

d

Only the assigned to person

81

When does the HR Template populate information on the HR Case form?

a

When the Opened for person is selected

b

When the Assignment group is selected

c

When the HR Case Type is selected

d

When the HR service is selected on the HR Case Creation form

82

The HR Profile table is used to track information for what Employment types? (Choose three.)

Choose one or more answers

a

Other

b

Potential Employee

c

Full Time Employee

d

Temporary Employee

e

Spouse

f

Contractor

83

If the HRSD application is scoped, why can the System Administrator initially access all HR applications after the plugin has been installed?

a

When the HR plugins are installed, the necessary HR roles are added to the Admin role.

b

The roles were manually granted by a ServiceNow security user.

c

The Admin will always have access to all HR tables and data.

d

The roles were manually granted by an HR Admin.

84

Scenario: You have an existing ITSM customer who is now implementing HR Enterprise. In UAT, they discovered that they get an error message about a Read operation from the HR scope to the Global scope being denied. You have verified that each Script Include was written correctly. What else must be done to allow the Script Includes to work in the HR application?

a

The Status of the associated record on the Application Restricted Caller Access list must be set to Denied.

b

You must create a custom ACL to allow the script includes to work.

c

The Status of the associated record on the Application Restricted Caller Access list must be set to Allowed.

d

You must change Scope for the script includes to work.

85

In the HR Guided Setup Module, the Configuration View displays which of the following for a Category? (Choose three.)

Choose one or more answers

a

Properties

b

Gauges

c

Dashboards

d

Lists

e

Overviews

f

Forms

86

What method needs to be invoked from MatchingRuleProcessor class?

a

processAndGetCandidates

b

processAndGetUsers

c

processAndGetList

d

processAndGetArray

87

If an HR Service will only be used internally by HR professionals, what is the minimum configuration needed?

a

HR Service and HR Template

b

HR Service, HR Template, and Record Producer

c

HR Service

d

HR Service, HR Template, Record Producer, and Lifecycle event type

88

The Knowledge bases searched for the Knowledge results section on an HR Case are determined by what?

a

Contextual Search configuration

b

HR Service configuration

c

HR Criteria configuration

d

Knowledge Management configuration

89

When gathering requirements for HR Services, it is best to begin by defining the Service then working upwards, categorizing in progressively more detail. What are the basic categories used?

a

HR Service, Topic Detail, COE.

b

HR Service, Topic Category, Activity Category, Activities, COE.

c

HR Service, Topic Category, COE.

d

HR Service, Topic Detail, Topic Category, COE.

90

If a knowledge base and its articles have no user criteria selected, a user without a role can do what?

a

read and contribute articles

b

read articles, but not contribute

c

can neither read nor contribute articles

d

contribute, but not read articles

91

How does ServiceNow know which HR Template to use on an HR Case?

a

The HR Template is referenced on the HR Service record.

b

The HR Template is referenced on the record producer form.

c

Each COE has a specific HR Template.

d

The HR Template is selected directly on the Catalog item.

92

What are the key differentiators between an HR Profile record and a User record? (Choose three.)

Choose one or more answers

a

The HR Profile stores the employee's assigned delegates.

b

The HR Profile includes group membership information.

c

The HR Profile includes employee organizational information like Colleagues.

d

The HR Profile stores login credential information.

e

The HR Profile may include employee marital status.

f

The HR Profile is intended to store confidential employee data that is pertinent for HR.

CIS-HR

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