ServiceNow CIS-HR Exam Dumps & Practice Test Questions
Question 1:
A company is setting up the HR Service Delivery module in ServiceNow and wants to configure an HR service intended solely for internal use by HR team members—not accessible to regular employees via the Employee Center or Service Portal. To keep the configuration streamlined, they want only the essential setup required for the service to operate properly within the HR case process.
Which configuration represents the minimum setup needed for this internally used HR service?
A. Define the HR Service and link an HR Template
B. Define HR Service, connect an HR Template, and add a Record Producer
C. Only configure the HR Service
D. Include HR Service, HR Template, Record Producer, and specify a Lifecycle Event Type
Answer: A
Explanation:
To set up an HR service specifically for internal use by HR team members in ServiceNow, you only need the minimum configuration required for the service to function properly within the HR case process. The correct setup would be to define the HR service and link it to an HR Template. This setup will ensure that the service is properly mapped and that the relevant process template is used when handling cases.
Let's break down the options:
Option A: Define the HR Service and link an HR Template
This is the correct choice. To have a streamlined, internal-use HR service, you would define the HR Service (which makes the service available within the system) and then link an HR Template (which defines the structure and steps that will be followed in the HR case process). Since the service is intended for internal use, it doesn't require any external-facing elements like a Record Producer or Service Portal access.
Option B: Define HR Service, connect an HR Template, and add a Record Producer
While this configuration might be suitable for a more complex service that needs to be accessed externally (like through the Employee Center or Service Portal), adding a Record Producer is not necessary for a service that will only be used internally. The Record Producer is typically used to collect information from users in the Service Portal, which isn't required in this case.
Option C: Only configure the HR Service
This option would leave out the crucial step of linking an HR Template, which is necessary for defining the workflow and structure of the HR case process. Without an HR Template, the service would be incomplete and wouldn't be able to operate correctly within the HR case management framework.
Option D: Include HR Service, HR Template, Record Producer, and specify a Lifecycle Event Type
This option includes unnecessary components for an internal-only service. The Record Producer and Lifecycle Event Type are typically used for more complex configurations where the service needs to be publicly accessible or involve complex workflows, which isn’t necessary for this particular internal-use service.
The minimum setup required for the internally used HR service is to define the HR Service and link it to an HR Template. This ensures that the service is available and properly structured for internal HR team processes, while avoiding unnecessary complexity. Therefore, the correct answer is A.
Question 2:
Within ServiceNow’s HRSD module, when an HR case is generated, a section labeled "Knowledge Results" may display helpful knowledge articles for resolving the issue. These results are driven by specific settings rather than appearing randomly.
What configuration governs the knowledge bases and articles shown in the "Knowledge Results" section of an HR Case form?
A. Contextual Search settings
B. HR Service configurations
C. HR Criteria rules
D. General Knowledge Management setup
Answer: C
Explanation:
In ServiceNow’s HR Service Delivery (HRSD) module, the "Knowledge Results" section within an HR case form is designed to display relevant knowledge articles that can assist HR agents in resolving the case. The configuration that governs which knowledge bases and articles are shown in this section is controlled by HR Criteria rules.
Here's why Option C is correct:
HR Criteria Rules are specifically designed to match relevant knowledge articles to an HR case based on factors such as the case type, HR service, or other specific criteria. These rules determine which knowledge base and articles should be pulled into the "Knowledge Results" section for a given case, making them essential for delivering contextually relevant knowledge to HR agents.
Let's analyze the other options:
Option A: Contextual Search settings
Contextual Search in ServiceNow is responsible for delivering search results based on the context of a user’s activity. While it plays a role in delivering knowledge results in other parts of ServiceNow (like search results across various modules), it is not specifically what governs the knowledge articles shown within the "Knowledge Results" section in HR cases. Instead, HR Criteria rules are what directly control the display of knowledge in HRSD.
Option B: HR Service configurations
While HR Service configurations are critical for defining the services offered to employees and setting up the workflow for HR cases, they do not directly determine which knowledge articles are displayed in the "Knowledge Results" section. The HR service might be related to the type of case, but the actual knowledge articles displayed are governed by the criteria defined in HR Criteria rules, which use the HR service information to identify relevant articles.
Option D: General Knowledge Management setup
General Knowledge Management setup controls broader knowledge management functions in ServiceNow, including the creation and management of knowledge bases and articles. While this setup defines where articles are stored and how they are categorized, the HR Criteria rules are what specifically govern how knowledge is selected and displayed within the HRSD module. Therefore, General Knowledge Management setup is not the key configuration for governing knowledge results in HR cases.
The configuration that governs the knowledge bases and articles shown in the "Knowledge Results" section of an HR case form is HR Criteria rules. These rules define how knowledge articles are matched and displayed based on the specific criteria related to the HR case, making Option C the correct choice.
Question 3:
When designing and organizing HR services in ServiceNow, it's recommended to start at a high level and then break down into more detailed components for clarity.
Which sequence best reflects the standard hierarchical structure used when documenting HR services?
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
Answer: B
Explanation:
When organizing and documenting HR services in ServiceNow, the recommended approach is to begin with a high-level structure and break it down into more specific categories and activities. This ensures clarity and allows for efficient management of HR services.
The correct sequence for structuring HR services is:
HR Service → Topic Category → Activity Category → Activities → COE.
Here’s a breakdown of this structure:
HR Service: This is the overarching entity that defines the specific service being offered within HR, such as "Employee Onboarding," "Benefits Management," or "Payroll Processing."
Topic Category: Under each HR Service, topics are categorized based on the nature of the service. For instance, "Benefits" might be a topic category under the "Employee Onboarding" service.
Activity Category: Within each topic category, activities are grouped into activity categories. For example, under the "Benefits" topic, there might be categories like "Medical Benefits Enrollment" or "Retirement Plans."
Activities: These are the specific tasks or actions within an activity category. For example, "Enroll in Medical Benefits" could be an activity within the "Medical Benefits Enrollment" activity category.
COE (Center of Excellence): A COE represents a specialized HR function or team responsible for delivering a service. The COE could be responsible for managing specific HR activities, such as handling benefit-related questions or managing the payroll process.
This hierarchy follows a top-down approach, starting with the broadest component (HR Service) and progressively getting more granular by detailing specific topics, activities, and COE involvement.
Why other options are incorrect:
Option A: HR Service → Topic Detail → COE
This sequence lacks a critical intermediary step: activity categories and activities. The inclusion of "Topic Detail" is not aligned with the standard hierarchical structure, as the proper term would be "Topic Category," which is more appropriate in the ServiceNow context. Additionally, "COE" should be part of the activities or topic categories, not at the same level as "Topic Detail."
Option C: HR Service → Topic Category → COE
This structure is incomplete. It skips over the important steps of defining Activity Categories and Activities. The COE typically manages specific activities within a topic category, not just at the topic category level.
Option D: HR Service → Topic Detail → Topic Category → COE
This sequence places "Topic Detail" before the "Topic Category," which is not the standard practice. "Topic Detail" is an unnecessary and non-standard step. The correct structure follows a clear progression from high-level HR Service to more specific Topic Categories and Activities.
The correct hierarchical structure when documenting HR services in ServiceNow is HR Service → Topic Category → Activity Category → Activities → COE (Option B), as it allows for clarity and detailed organization of HR services.
Question 4:
If a knowledge base and its articles in ServiceNow have no user criteria or access restrictions applied, what level of access is provided by default to users without any assigned roles?
A. The user can both view and contribute articles
B. The user can view articles but cannot submit new content
C. The user has no access to read or contribute articles
D. The user can submit articles but cannot read them
Answer: B
Explanation:
In ServiceNow, knowledge bases and their articles have access controls defined by user criteria or access restrictions. However, when no specific restrictions or criteria are applied to a knowledge base or its articles, the default behavior is that users without any assigned roles can view articles, but they cannot submit or contribute new content.
Here’s why Option B is correct:
Default Access: When a knowledge base and its articles do not have any user criteria or access restrictions configured, ServiceNow provides default access, which is typically viewing articles but not the ability to submit new ones. This is the standard access control behavior for users who haven't been assigned roles or given explicit permissions for writing or contributing.
Let’s examine why the other options are incorrect:
Option A: The user can both view and contribute articles
This is incorrect because, by default, users without specific roles or permissions cannot contribute or create new knowledge articles. They are only allowed to view articles in the knowledge base if there are no access restrictions.
Option C: The user has no access to read or contribute articles
This is incorrect because, by default, ServiceNow allows users to view articles even if they don't have roles or specific access permissions. The restriction on viewing articles would only apply if specific user criteria or access controls were set to limit access, which is not the case here.
Option D: The user can submit articles but cannot read them
This is incorrect because, without any user criteria or access restrictions, users are not allowed to submit articles unless they are given specific roles that grant them write permissions. By default, the access is limited to viewing articles, not contributing to them.
The correct answer is Option B — users without assigned roles or access restrictions can view articles but cannot submit new content by default.
Question 5:
In ServiceNow’s HR Service Delivery module, how is the correct HR Template automatically selected when an HR case is created?
A. The HR Template is defined on the HR Service record associated with the case
B. The Record Producer initiating the case determines the HR Template
C. Templates are automatically applied based on the case's Center of Excellence (COE)
D. The template is manually chosen in the configuration of the catalog item
Answer: A
Explanation:
In ServiceNow's HR Service Delivery (HRSD) module, the HR Template is automatically selected based on the HR Service record associated with the HR case. This template helps define the steps, processes, and required fields for the HR case and ensures that the appropriate workflows and information are available for case resolution.
Here’s why Option A is correct:
The HR Template is typically linked directly to the HR Service configured in ServiceNow. When an HR case is created and assigned to a specific HR Service, the system will automatically apply the associated HR Template that has been configured for that service. This is part of the automation and workflow configuration in HRSD, which ensures that the correct processes are followed when handling the case.
Why other options are incorrect:
Option B: The Record Producer initiating the case determines the HR Template
While a Record Producer is used to collect data for the creation of an HR case (typically as part of a service catalog request), it does not directly determine the HR Template. The Record Producer is more focused on gathering user input and triggering case creation, not on applying templates. The template is based on the HR Service, not the record producer.
Option C: Templates are automatically applied based on the case's Center of Excellence (COE)
Although the COE (Center of Excellence) plays a role in determining which team or group is responsible for handling the case, it does not directly determine which HR Template is applied. The HR Template is tied to the HR Service associated with the case, rather than directly tied to the COE.
Option D: The template is manually chosen in the configuration of the catalog item
This option is incorrect because the HR Template is not manually selected every time a case is created. Instead, it is pre-configured with the HR Service. The system automatically applies the template based on the HR Service selected when the case is created. Manual selection of templates during the catalog item configuration is not the standard process in HRSD.
The correct answer is Option A. The HR Template is automatically selected based on the HR Service record associated with the HR case. This ensures that the proper template, along with its associated workflows and processes, is applied for case resolution.
Question 6:
In ServiceNow's HRSD environment, the HR Profile and User record serve different purposes in managing employee data.
Which three statements accurately describe characteristics of an HR Profile that set it apart from a User record?
A. It stores delegate assignments for an employee
B. It shows platform group memberships
C. It contains organizational relationship info, such as peer relationships
D. It manages login credentials such as passwords
E. It can store sensitive personal details, like marital status
F. It is built to handle confidential HR-related data
Answer: A, C, E
Explanation:
In ServiceNow, the HR Profile and the User record are designed for different purposes, with the HR Profile focusing more on HR-related and confidential employee information, while the User record is typically focused on the technical aspects of managing user access and credentials.
Here’s why A, C, and E are correct:
A. It stores delegate assignments for an employee
The HR Profile is used to track delegate assignments for an employee. These are important for HR-related tasks such as delegating responsibilities when an employee is absent or on leave. This information is HR-specific and is not stored in the User record, which is more focused on system access.C. It contains organizational relationship info, such as peer relationships
The HR Profile is designed to hold detailed organizational relationship information, such as the employee’s peers, supervisors, subordinates, and reporting lines. This is essential for understanding the employee's role and context within the organization, which is different from the User record, which does not track organizational relationships.E. It can store sensitive personal details, like marital status
The HR Profile is specifically intended to store sensitive personal information about employees, such as marital status, dependents, and other HR-relevant details. This type of sensitive data is not typically stored in the User record, which is more focused on user access control and system permissions.
Why the other options are incorrect:
B. It shows platform group memberships
Platform group memberships are related to system roles and access control. These are typically stored in the User record, not the HR Profile. The HR Profile does not track platform-level group memberships, which are a concern of the User record for managing system access.
D. It manages login credentials such as passwords
Login credentials, including passwords, are part of the User record, not the HR Profile. The User record handles access-related information (e.g., username, password, roles), while the HR Profile is focused on employee-related data like personal, organizational, and HR-specific information.
F. It is built to handle confidential HR-related data
While the HR Profile does handle sensitive and confidential HR-related data, it is not the only component built to do so. Both the HR Profile and certain fields in the User record may be used for handling confidential data. However, the primary distinction is that the HR Profile is specifically designed for HR information, whereas the User record primarily handles technical and access-related information.
The correct answers are A, C, and E. The HR Profile is used to store delegate assignments, organizational relationship information (such as peer relationships), and sensitive personal details like marital status, which sets it apart from the User record, which handles user access and system-related information.
Question 7:
A global enterprise is planning to roll out a new software platform. The company has a vast workforce distributed across multiple regions, complex organizational structures, and requires integration with existing systems like payroll and HR. They also need complete language support for international staff.
Given the number of employees, integration needs, and multilingual requirements, how would you rate the configuration complexity of this implementation?
A. Extensive
B. Minimal
C. Significant
D. Basic
Answer: A
Explanation:
The configuration complexity of this implementation is Extensive for several reasons:
Global Workforce: The company has employees distributed across multiple regions. Managing this geographically diverse workforce requires careful configuration to ensure proper access controls, security policies, and user permissions are tailored to each region's legal, cultural, and operational requirements.
Complex Organizational Structures: A complex organizational structure means that multiple departments, teams, roles, and reporting lines will need to be properly mapped into the software platform. This requires detailed configuration to ensure that workflows, permissions, and organizational hierarchies are set up correctly.
Integration with Existing Systems: Integrating the new platform with legacy systems such as payroll, HR, and potentially other enterprise systems like finance or supply chain management, adds complexity. The integrations will likely involve mapping data between systems, ensuring data integrity, and dealing with potential differences in data formats, business processes, and system architectures.
Multilingual Support: With international staff, multilingual support is crucial for ensuring all employees can effectively use the platform. This entails configuring the platform to handle multiple languages and localizations, which often requires customizing content, translating user interfaces, and adapting to regional formats for dates, currencies, and other localized elements.
Given all these factors—international scope, complex organizational needs, system integrations, and language support—the configuration complexity of this rollout is far from minimal or basic. It involves extensive planning, customization, and technical effort, making Extensive the most appropriate answer.
Question 8:
When an employee fills out a questionnaire embedded in a form—commonly used for assessments, feedback, or surveys in ServiceNow—where does the system save their individual answers?
A. Form table [sys_ui_form]
B. Metric Result table [asmt_metric_result]
C. Question Answer table [question_answer]
D. HR Case table [sn_hr_core_case]
Answer: C
Explanation:
In ServiceNow, when an employee fills out a questionnaire—such as an assessment, feedback, or survey—the system records their individual responses in the Question Answer table ([question_answer]).
Here’s why:
Form Table [sys_ui_form]: This table stores configurations related to forms, including the form layout and structure. However, it does not store the actual answers submitted by users. The form table is more about the design of the form rather than the data entered into it.
Metric Result Table [asmt_metric_result]: This table is used in relation to performance metrics or assessments based on KPIs or other measurable factors. It’s not directly related to questionnaire responses but rather stores results tied to metrics.
Question Answer Table [question_answer]: This is the correct table where the system saves the individual answers submitted by users for questionnaires or surveys. Each record in this table corresponds to a single response to a specific question in a questionnaire, making it the primary location for tracking and storing answers.
HR Case Table [sn_hr_core_case]: This table is used for managing HR cases in ServiceNow, such as cases related to employee incidents, requests, or HR processes. It is not the table where answers to assessments or questionnaires are stored, though HR cases can be linked to other records, including questionnaire responses.
Thus, C is the correct answer because the question_answer table stores the responses submitted by employees when they complete questionnaires embedded in forms.
Question 9:
In ServiceNow, when the "I18N: Knowledge Management Internationalization Plugin v2" is enabled, how does the system associate translated versions of a knowledge article so that users see content in their preferred language if available?
A. Through the Article Versions related list
B. Through the Knowledge Feedback related list
C. Using the Affected Products related list
D. Via the Translated Versions related list
Answer: D
Explanation:
When the "I18N: Knowledge Management Internationalization Plugin v2" is enabled in ServiceNow, the system associates translated versions of knowledge articles with the Translated Versions related list. This list is used to manage different language versions of the same knowledge article, ensuring that users see the content in their preferred language if it's available.
Here’s a breakdown of why the other options are not correct:
Article Versions related list: This list typically manages different versions of the same article (e.g., updates to content over time) but does not specifically track translated versions. It's more focused on the article's content revisions, not its language variants.
Knowledge Feedback related list: This list is used to manage feedback from users about the knowledge article, such as ratings, comments, or suggestions for improvement. It has nothing to do with language translations.
Affected Products related list: This list is used to link knowledge articles with the relevant products, configurations, or solutions they pertain to. It helps users find articles that are relevant to specific products, but it does not manage translations or language variants.
Translated Versions related list: This is the correct list used in the Knowledge Management module to store different translated versions of a knowledge article. When this plugin is enabled, it ensures that when a user views an article, they see the version in their preferred language (if it's available in that language). This enables internationalization and localization of knowledge content, making it accessible to users in multiple languages.
Therefore, the correct answer is D, as the Translated Versions related list is specifically responsible for associating the different language versions of knowledge articles.
Question 10:
In ServiceNow HRSD, an HR agent wants to ensure that a specific group of employees can access a new HR service, while others cannot. What feature should the HR team use to control visibility and access to this service?
A. User Roles
B. HR Criteria
C. Knowledge Base Access Settings
D. Catalog Client Scripts
Answer: B. HR Criteria
Explanation:
HR Criteria: In ServiceNow's HR Service Delivery (HRSD) module, HR Criteria is used to define conditions that control which employees have access to specific HR services based on employee attributes such as location, department, or job role. The HR team can set up HR Criteria to limit the visibility of certain HR services to only those employees who meet the specific criteria (e.g., only employees in a particular department or location).
Here’s a breakdown of why the other options are not correct:
User Roles: While user roles can control access to various parts of ServiceNow, they are not specifically designed for controlling access to HR services. They are typically used to manage access to broader platform functions rather than HR-specific services.
Knowledge Base Access Settings: This is related to controlling access to knowledge articles and not to HR services. It controls who can read or contribute to knowledge bases, but it does not manage access to HR services.
Catalog Client Scripts: Catalog Client Scripts are used to control client-side behavior in Service Catalog items (e.g., setting visibility, form behavior, etc.). They don’t directly control access to HR services based on criteria or employee attributes.
Therefore, HR Criteria is the best option for controlling visibility and access to specific HR services for particular groups of employees.
