HRSD Exam Questions
81. In Agent Workspace for Case Management, what configuration allows modification of the maximum default file size (30MB) for Employee Documents?
A.
Using the 'maximum file upload size in megabytes' Security policy.
B.
Using the 'file upload size' system property.
C.
Using the 'Maximum file upload size in megabytes' field in the Employee Document Properties.
D.
Using the 'maximum file upload size' business rule.
Explanation:
The maximum default size of 30MB for an Employee Document can be changed using the 'Maximum file upload size in megabytes' field within the Employee Document Properties. This setting specifically governs the allowable file size for Employee Document uploads in Agent Workspace.
82. 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.
Explanation:
Removing the sn_hr_core.admin role from the admin role is intended to restrict access to sensitive HR data but should not inherently prevent an admin user from managing group memberships. The admin user should be able to follow the standard process for group membership changes.
83. The ServiceNow SIM (Service Integration and Management) methodology is fundamentally based on which of the following software development methodologies?
A.
Waterfall and Rapid Application Development (RAD)
B.
Agile and Waterfall
C.
PRINCE2
D.
Scrum and XP
Explanation:
The ServiceNow SIM methodology is primarily based on a combination of Agile and Waterfall methodologies. Agile provides flexibility and iterative development, while Waterfall provides a structured and sequential approach. This blend allows for a comprehensive implementation strategy within the ServiceNow platform.
84. To make an HR Service accessible for employees on the Employee Service Center, which field must be configured on the HR Service record?
A.
Checklist
B.
Fulfiller Instructions
C.
Lifecycle Event Type
D.
Record Producer
Explanation:
If an HR service needs to be available for employee self-service, a Record Producer must be configured. The record producer makes the service accessible as an HR catalog item in the HR service catalog. This allows Employees to create records, such as HR cases, through the Service Catalog.
85. In which module can HR Profiles be generated for multiple employees based on defined conditions and criteria?
A.
Create Human Resources Profile
B.
Create new Case
C.
Generate HR Profiles
D.
Bulk Cases
Explanation:
The Generate HR Profiles module is specifically designed to create HR profiles for multiple employees based on set conditions and criteria, as highlighted in HR Fundamentals ebook page 75.
86. 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
Explanation:
User Authentication, Instance Restriction, and Scoped Applications fall under Platform Access, according to HR Implementation ebook page 149. Platform Access controls and secures access to the platform itself.
87. If an HR Service lacks specified Case options and HR Documents must be manually generated for the HR Case, who is authorized to generate the HR Document for the Case?
A.
Any HR professional
B.
Only an HR Admin
C.
Only an HR Manager
D.
Only the person assigned to the case
Explanation:
When an HR Service lacks specific case options, the responsibility of manually generating the HR Document for the Case falls solely on the HR professional who is assigned to that particular case. This is outlined in the HR Fundamentals training materials.
88. Under what circumstance does an HR Template populate information on an 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.
Explanation:
The HR Template populates information on the HR Case form when the HR Service is selected. The HR Template is associated with the HR Service, and upon selection, the template's predefined fields are populated on the case form. (HR Fundamentals ebook page 105)
89. The HR Profile table is used to track information for which Employment types? (Choose three.)
A.
Other
B.
Potential Employee
C.
Full Time Employee
D.
Temporary Employee
E.
Spouse
F.
Contractor
Explanation:
The HR Profile table primarily tracks details related to active employment types within the organization. Full-time employees, temporary employees, and contractors are standard employment types that are tracked to manage their profiles, contracts, and related information
90. If the HR Service Delivery 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 automatically added to the Admin role.
B.
The roles were manually granted by a ServiceNow security administrator.
C.
The Admin will always have access to all HR tables and data, regardless of scoping.
D.
The roles were manually granted by an HR Admin.
Explanation:
Upon installation of the HR plugins, the associated HR roles are automatically added to the system Admin role to facilitate initial implementation and configuration. After the implementation is complete, these roles may be removed from the Admin role for added security.
91. An existing ITSM customer is implementing HR Enterprise. During UAT, they encounter an error message indicating a Read operation from the HR scope to the Global scope is denied. Script Includes have been verified and are written correctly. What step must be taken to enable the Script Includes to function correctly within 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.
Explanation:
The Application Restricted Caller Access (RCA) list controls cross-scope script execution. When an HR application script is attempting to access resources in the Global scope, RCA records are evaluated to determine if the access is permitted. To resolve the error message, the Status of the associated record on the Application Restricted Caller Access list must be set to Allowed.
92. In the HR Guided Setup Module, the Configuration View displays which of the following for a Category? (Choose three.)
A.
Properties
B.
Gauges
C.
Dashboards
D.
Lists
E.
Overviews
F.
Forms
Explanation:
The Configuration View in the HR Guided Setup Module displays Properties, Lists, and Forms for a Category. It allows configuration settings through these elements, offering access to contextual embedded help and documentation.
93. In the Create Bulk Cases module, which four Filter by options are available in the dropdown?
A.
Document Template
B.
Upload File
C.
HR Service Template
D.
User Criteria
E.
HR Template
F.
HR Profiles
G. HR Criteria
Explanation:
The Filter by options available in the Create Bulk Cases module are Upload File, User Criteria, HR Profiles, and HR Criteria. Refer to the ServiceNow documentation on bulk case creation for more details.
94. Which method should be invoked from the `MatchingRuleProcessor` class to process a matching rule and retrieve candidate records?
A.
processAndGetCandidates
B.
processAndGetUsers
C.
processAndGelList
D.
processAndGetArray
Explanation:
The `processAndGetCandidates` method is the appropriate method to call on the `MatchingRuleProcessor` class to execute a matching rule and return a list of candidate records that match the defined criteria. Reference: https://docs.servicenow.com/csh?topicname=t_InvokeMatchingRuleAPI.html&version=latest
95. For an HR Service intended exclusively for use by HR professionals within an organization, what is the minimum required configuration in ServiceNow?
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
Explanation:
If an HR Service only needs to be available to HR Professionals, only the HR Service configuration is necessary. HR Fundamentals ebook pg. 140
96. When a user searches for Knowledge results on an HR Case, the specific Knowledge bases that are searched are determined by which configuration?
A.
Contextual Search configuration
B.
HR Service configuration
C.
HR Criteria configuration
D.
Knowledge Management configuration
Explanation:
The Contextual Search configuration is responsible for defining which Knowledge bases are searched when a user looks for Knowledge results on an HR Case. This allows for a targeted and relevant search experience based on the context of the HR case.
97. When gathering requirements for HR Services, it's recommended to start by defining the Service and then progressively categorize in more detail. Which of the following represents the basic categories used in this approach?
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.
Explanation:
The recommended approach for defining HR services begins with the broad 'HR Service', followed by 'Topic Detail' to specify the service, then 'Topic Category' to group related details and finally, 'COE' to assign ownership and expertise. This hierarchical structure ensures a clear and organized approach to service definition. Refer to HR Implementation ebook page 31.
98. If a Knowledge Base and its articles have no user criteria selected, what can a user without a role do?
A.
Read and contribute articles
B.
Read articles, but not contribute
C.
Can neither read nor contribute articles
D.
Contribute, but not read articles
Explanation:
When no user criteria are specified for a Knowledge Base or its articles, a user without a role can typically read the articles but cannot contribute. However, note that there are properties that if turned on, a user cannot even read articles.
99. How does ServiceNow determine which HR Template to apply to 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.
Explanation:
The HR Template is associated with an HR Case through the HR Service record. The HR Service record contains a reference to the appropriate HR Template. When an HR Case is created through the HR Service, the associated template is applied.
100. What are three key differentiators between an HR Profile record and a User record in ServiceNow?
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.
Explanation:
The key differentiators are that the HR Profile includes employee organizational information like colleagues, may include sensitive employee data such as marital status, and is intended to store confidential employee information pertinent for HR, whereas User records primarily manage system access and basic user details.
101. A customer with a large employee population, complex organizational structures, and requirements for custom integrations and language translations would typically be classified as having what level of configuration complexity for their implementation project?
A.
Drastic
B.
Low
C.
Major
D.
Nominal
Explanation:
The correct answer is Drastic. Customers with a huge employee population, complex organizational structures, and requiring custom integrations and language translations fall into the Drastic configuration category, as they necessitate extensive changes to the base instance. According to implementation ebook , drastic configuration is defined as huge employee population, complex organizational structures.
102. When an employee completes a questionnaire on an Employee Form within ServiceNow HR Service Delivery, on which table does the system primarily store their answers?
A.
Form [sys_ui_form]
B.
Metric Result [asmt_metric_result]
C.
Question Answer [question_answer]
D.
HR Case [sn_hr_core_case]
Explanation:
Employee Form questionnaires utilize the survey designer, and the responses are saved to the Metric Result [asmt_metric_result] table. This is documented in the HR Implementation ebook and ServiceNow documentation.
103. With the I18N: Knowledge Management Internationalization Plugin v2 enabled, how are translated Knowledge articles associated with each other so that the user is presented with the article in the selected language?
A.
Article Versions related list
B.
Knowledge feedback related list
C.
Affected Products related list
D.
Translated Versions related list
Explanation:
The 'Translated Versions' related list manages the relationships between translated Knowledge articles, ensuring the user sees the article in their selected language. See https://docs.servicenow.com/bundle/vancouver-employee-service-management/page/product/employee-center/concept/upgrades-to-knowledge-article-translation-behavior-in-connected-content.html
104. You possess both Admin and HR Admin roles. To configure an Access Control List (ACL) for the Employee Relations Cases table, what initial step is mandatory?
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.
Explanation:
To configure ACLs, which are essential for controlling access to tables and records, you must elevate your role to security_admin. This elevated role grants you the necessary privileges to modify security rules. Manually adding the security_admin role isn't possible without already having the elevated security_admin role.
105. When configuring a PDF Document Template in HR Service Delivery, where does the system retrieve the list of available Document Revisions from?
A.
Managed Documents
B.
Document Templates
C.
Knowledge Articles
D.
System Documents
Explanation:
The list of Document Revisions available when creating a PDF Document Template is sourced from Managed Documents. HR Fundamentals ebook page 132 confirms this.
106. At a minimum, which role is required for a user to view confidential data stored within the HR Profiles table?
A.
Profile Writer [sn_hr_core.profile_writer]
B.
Profile Reader [sn_hr_core.profile_reader]
C.
HR Case Writer [sn_hr_le.case_writer]
D.
HR Case Reader [sn_hr_le.case_reader]
Explanation:
The Profile Reader role [sn_hr_core.profile_reader] is the minimum role required to view confidential data stored in the HR Profiles table. This role is specifically designed to provide read-only access to sensitive HR information.
107. What mechanism primarily governs whether a user has the ability to view a specific Knowledge article in ServiceNow HR?
A.
Can/Cannot Read User Criteria
B.
Can/Cannot Contribute User Criteria
C.
HR Criteria
D.
ACL Rules
Explanation:
The ability for a user to view a Knowledge article is determined by the 'Can Read' and 'Cannot Read' User Criteria defined on the article. These criteria evaluate user attributes to grant or deny access. HR Fundamentals ebook page 167 confirms this.
108. What is the primary function of Client Roles within the ServiceNow HR Service Delivery application?
A.
To define groups for the customer's clients.
B.
To define roles that are activated when a user accesses the system through a browser client.
C.
To define named roles (e.g., VP of Operations, SVP Sales) for a customer’s clients.
D.
To define access levels for various worker types, including new hires, employees, alumni, contingent workers, and contractors.
Explanation:
Client Roles define access levels for different categories of workers such as new hires, employees, alumni, contingent workers, and contractors. They control what these users can see and do within the HR Service Delivery portal.
109. Within the HR Service Delivery Guided Setup, after a task has been marked as 'Complete', how can you revert it back to an incomplete state to allow for further modifications or review?
A.
Closed tasks cannot be reopened within the Guided Setup.
B.
Click the 'Mark as Incomplete' button.
C.
Submit a request in HI Service Portal to ServiceNow support.
D.
Restart the entire Guided Setup process from the beginning.
Explanation:
The correct method to reopen a completed task in Guided Setup is to click the 'Mark as Incomplete' button. This allows you to make further modifications or review the task details. Refer to the ServiceNow documentation on Guided Setup for more details.
110. When creating a PDF Document template within the HR module, and the Document revision field must be completed, how does the system determine which documents are available for selection in this field?
A.
You must be a member of the Owning Group for the Managed Document.
B.
All Documents are visible.
C.
Your group memberships and the Document owner field on the Managed Document record.
D.
You must have created the Managed Document record.
Explanation:
The system uses a combination of your group memberships and the Document owner field on the Managed Document record to determine which documents are available for selection in the Document revision field. This ensures appropriate access control based on roles and ownership. The documentation supports this access control mechanism: https://docs.servicenow.com/bundle/vancouver-employee-service-management/page/product/human-resources/task/PDFTemplate.html
111. What ServiceNow feature is utilized to create a hyperlink on an HR Case form that directs users to information residing outside of the ServiceNow platform?
A.
HR Service
B.
Link Generator
C.
Restricted Caller Access
D.
COE Configuration
Explanation:
The Link Generator is the correct answer. It's the tool within ServiceNow specifically used to create hyperlinks on the HR Case form that direct users to external websites or resources, as documented in the HR Implementation guide. The other options relate to different aspects of HR Service Delivery configuration.
112. When configuring a PDF Document Template in ServiceNow, which field on the PDF Template Mappings record is used to map form fields to specific ServiceNow fields?
A.
The Document field type on the PDF Template Mappings record
B.
The Preview value field on the PDF Template Mappings record
C.
The Mapping field on the PDF Template Mappings record
D.
The Document field on the PDF Template Mappings record
Explanation:
The 'Mapping' field on the PDF Template Mappings record allows you to connect the form fields in your PDF document to corresponding fields within ServiceNow tables, enabling data to be pre-filled or updated based on the information in your PDF document.
113. If the 'Match All' field is checked on a User Criteria record, what condition must the user satisfy?
A.
Must satisfy at least one of the criteria to meet the conditions.
B.
Must satisfy at least of the criteria to meet the conditions.
C.
Must satisfy a majority percentage of the criteria to meet the conditions.
D.
Must satisfy all of the selected criteria to meet the conditions.
Explanation:
When the 'Match All' field is checked on a User Criteria record, the user must satisfy all of the selected criteria to meet the conditions. The term 'Match All' indicates that all specified criteria must be fulfilled for the user to be considered a match.
114. When a new HR Knowledge Base is created, how can you ensure that its articles appear in the Knowledge results section of the HR Case form?
A.
Add it to the HR Template.
B.
Add it to the HR Service configuration.
C.
All Knowledge Bases are searched by default.
D.
Add it to the Contextual Search configuration.
Explanation:
The Contextual Search configuration determines which Knowledge Bases are searched when displaying Knowledge results on an HR Case. Therefore, to include a newly created HR Knowledge Base, you must add it to the Contextual Search configuration. This will ensure that articles from the new Knowledge Base are returned in the Knowledge results section.
115. Which of the following best describes the type of information contained within an HR Profile in ServiceNow?
A.
Personal employee data
B.
Group membership and role information
C.
User login and department information
D.
A user’s password
Explanation:
The HR Profile primarily contains personal employee data such as contact information, job details, and other relevant information about an employee within the organization. The ServiceNow documentation confirms this.
116. How is the HR template associated with an HR service?
A.
On the HR service record
B.
On the Lifecycle Event Activity Set
C.
On the HR template record
D.
On the HR case
Explanation:
The HR template is associated with an HR service on the HR service record. This allows the template to be used when creating HR cases for that service.
117. Where does the HR Administrator define which HR Profile fields can be edited by users in the ServiceNow instance?
A.
HR Profile > Setup
B.
HR Administration > Properties
C.
HR Administration > Setup
D.
HR Profiles > Properties
Explanation:
The HR Administrator can define which HR Profile fields can be edited by users in the ServiceNow instance by navigating to HR Administration > Properties. This is where the editable fields on the HR profile are configured.
118. What is the primary purpose of the Owning Group field on an HR Template within ServiceNow?
A.
They approve the Template to be published.
B.
They own the Lifecycle Event.
C.
They manage updates to the Template.
D.
HR Cases are assigned to the Owning Group.
Explanation:
The Owning Group on an HR Template is responsible for managing and maintaining the template, including updates and modifications. This ensures that the template remains accurate and relevant. Refer to ServiceNow documentation on HR Case Template configuration for more information.
119. The Enterprise Service Management (ESM) Integrations framework aims to provide reusable components for integrating HR applications with external systems. Which of the following capabilities is utilized by the ESM Integrations framework to facilitate communication and data exchange with external instances and third-party systems?
A.
Integration Designer
B.
Flow Designer
C.
Design Hub
D.
Mobile Designer
Explanation:
The Enterprise Service Management Integrations Framework leverages Flow Designer to create and manage integrations with external instances and third-party systems. Flow Designer's automation capabilities are crucial for communicating and exchanging data effectively with external systems. HR Implementation ebook page 179: Enterprise Service Management Integrations Framework provides a way to build HR integrations using the Flow Designer.
120. What are two key benefits of using separate COE (Center of Excellence) tables in HR Service Delivery?
A.
Allows for an extra layer of security within the HR organization.
B.
Allows HR case agents to gather the right information based on the service requested.
C.
Eliminates the need for an HR case agent.
D.
Eliminates the need to create database views.
Explanation:
Using separate COE tables improves security by controlling access to specific data sets, and enables HR case agents to quickly gather relevant information based on the particular service request. This enhanced focus leads to more efficient case management.
121. Who has the authority to manually generate an HR Document on an active HR Case?
A.
Only the Assigned to person
B.
Only the Subject Person’s manager
C.
Only an HR manager
D.
Only the employee
Explanation:
According to the HR Fundamentals ebook, only the assigned HR professional can manually generate HR Documents on a Case. The visibility of the UI action button is usually restricted to the assigned to.
122. Which role is necessary to access and configure the modules within the HR Integrations application?
A.
HR Lifecycle Event Case Writer [sn_hr_le.case_writer]
B.
HR Core Profile Reader [sn_hr_core.profile_reader]
C.
Admin [admin]
D.
HR Integrations Admin [sn_hr_integrations.admin]
Explanation:
The HR Integrations Admin [sn_hr_integrations.admin] role is explicitly required to configure the HR Integrations application. The admin role, by itself, does not grant the necessary permissions. This role is needed to configure and manage the application.
123. In a base ServiceNow instance, the Human Resources General Knowledge base has Can Contribute User Criteria set to Users with the [sn_hr_core.kb_write] role. If a specific Knowledge article within the Human Resources General Knowledge base does *not* have any Can Contribute User Criteria defined at the article level, what is the *minimum* role a user must possess to be able to edit that article?
A.
HR Admin [sn_hr_core.admin]
B.
HR Basic [sn_hr_core.basic]
C.
KB Reader [sn_hr_core.kb_reader]
D.
KB Writer [sn_hr_core.kb_writer]
Explanation:
When a Knowledge article doesn't have its own User Criteria defined, it inherits the User Criteria of the Knowledge Base it resides in. Since the Human Resources General Knowledge base has the [sn_hr_core.kb_write] role specified in the Can Contribute User Criteria, a user must have at least the KB Writer role to edit an article that doesn't have specific User Criteria defined. The Can/Cannot Contribute user criteria are available only for knowledge bases. You can configure the Can/Cannot Read user criteria at the knowledge articles level.
124. Where can an HR administrator configure the general email address used for incoming HR requests?
A.
HR Administration > Email Administration
B.
System Properties > Email Setup
C.
System Properties > Email Properties
D.
HR Administration > Properties
Explanation:
The correct answer is HR Administration > Properties. The first field on the HR Administration > Properties page allows you to configure the general email address for HR requests. Refer to the ServiceNow documentation for more details: https://docs.servicenow.com/bundle/vancouver-employee-service-management/page/product/human-resources/task/t_HRProperties.html
125. In the base ServiceNow configuration, when are HR Cases created after a Bulk HR case request is submitted?
A.
Twice per day using a scheduled job
B.
Every 6 hours using a scheduled job
C.
Once a day using a scheduled job
D.
Immediately
Explanation:
HR Cases are created immediately (asynchronously in the background) after a Bulk HR case request is submitted. The request is queued and processed. Scheduled jobs for this purpose have been deprecated.
126. How many User Criteria records can be applied to a single Knowledge Base (KB) or KB Article?
A.
Only two
B.
Only three
C.
Unlimited
D.
Only one
Explanation:
ServiceNow allows for an unlimited number of User Criteria records to be applied to a single Knowledge Base or KB Article, providing granular control over content access.
127. An employee in Chicago submits a request using the Employee Service Center. The HR Case template associated with the HR Service defines the Skills needed, but not an Assignment Group. Using base platform functionality, which of the following is the first step the system takes to assign the Case?
A.
An Assignment Rule creates a list of possible assignees
B.
A Matching Rule assigns the Case to a group
C.
The Case must be manually assigned
D.
An Assignment Rule assigns the Case to a group
Explanation:
The correct answer is 'An Assignment Rule assigns the Case to a group'. Assignment rules are triggered only if the Assignment Group is empty. Matching rules are triggered after the assignment rule to find the assignment group member with the necessary skills, in the appropriate country, and with the least workload.
128. Which three of the following are predefined Dashboards that are installed with HR Case Management?
A.
Manager Dashboard
B.
Overview
C.
Workforce Administration Dashboard
D.
Onboarding Dashboard
E.
Employee Relations Cases Dashboard
F.
HR Case Dashboard
Explanation:
The predefined HR Dashboards installed with HR Case Management include the Manager Dashboard (accessible by HR Managers), the Overview Dashboard, and the HR Case Dashboard (accessible by HR Professionals with the HR Basic role). These dashboards provide insights into HR cases and performance metrics.
129. According to ServiceNow, what are the three maturity levels identified for an HR customer?
A.
Managed Interactions, Self-Reliance, Smart Services
B.
Managed Interactions, Self-Help, Advanced Services
C.
No automation, Self-reliance, Smart Services
D.
Managed Interactions, Self-Reliance, Automated Services
Explanation:
The three maturity levels identified by ServiceNow for HR customers are Managed Interactions, Self-Reliance, and Smart Services. These levels represent a progression of HR service delivery capabilities, from basic interaction management to advanced, proactive service delivery.
130. When utilizing the Generate HR Profiles module for creating HR Profiles, which field is essential to complete to ensure employees are granted the correct Client Role?
A.
Employment type
B.
Profile type
C.
Employee type
D.
User type
Explanation:
The Employment type field within the Generate HR Profiles module is crucial for assigning the appropriate Client Role to employees. Selecting the correct employment type ensures that the user has the permissions and access aligned with their role within the client's organization.
131. What does an employee primarily utilize when submitting a self-service request to the HR Organization?
A.
HR Catalog
B.
HR Skills
C.
HR Template
D.
HR Profile
Explanation:
The HR Catalog is the central repository where employees can find and submit self-service requests to the HR organization. It organizes various HR services and processes into an easily accessible interface.
132. What is the primary function of HR Topic Categories within the ServiceNow HR Service Delivery application?
A.
They group common HR Services.
B.
They group common HR templates.
C.
They group common HR employees.
D.
They group common HR Catalog Items.
Explanation:
HR Topic Categories are the first-level buckets used to categorize and group HR Services, enhancing service discoverability and organization within the HR Service Delivery portal. This is verified in the HR Fundamentals ebook page 139.
133. What are the benefits of the HR application being scoped? (Choose three.)
A.
Provides an additional layer of control over HR data.
B.
Allows HR Admins to configure the HR application.
C.
HR department has more autonomy to manage all aspects of HRSD.
D.
Allows the System Administrator complete control.
E.
HR department has full control of the global application.
Explanation:
Scoped applications provide an additional layer of control over HR data. HR can move at their desired pace, independent of IT. It provides HR the autonomy and control needed to configure and manage all aspects of the HR application and Employee Center Pro. Confidential information is hidden from System Administrator and users who are not HR personnel.
134. The HR Admin [sn_hr_core.admin] role grants the ability to add members to groups within the ServiceNow platform. What additional role is required to empower an HR Admin to also remove users from those same groups?
A.
User Admin [user_admin]
B.
User Writer [user_writer]
C.
User Reader [user_reader]
D.
HR User Admin [hr_user_admin]
Explanation:
According to ServiceNow documentation, specifically the HR Implementation ebook, the 'user_admin' role is required to remove users from groups. The 'sn_hr_core.admin' role alone only grants the ability to add users. Therefore, to both add and remove users, the 'user_admin' role is necessary.
135. On the HR Case form, some HR Services have associated Response templates. What determines which HR Services have Response Templates available?
A.
The HR Criteria on the HR Service
B.
The HR Criteria on the Response Template record
C.
The table and conditions on the Response Template record
D.
The User Criteria on the HR Service
Explanation:
The table and conditions on the Response Template record is what determines which Response Templates are available for use on an HR case. This allows the system to dynamically filter the relevant templates based on the HR case context.
136. Where can User Criteria be defined to control read and edit access to knowledge articles in the ServiceNow Human Resources Service Delivery (HRSD) module?
A.
In either the Knowledge Base or Article.
B.
In the Knowledge Article only.
C.
In the User record.
D.
In the Knowledge Base only.
Explanation:
User Criteria in ServiceNow HRSD can be configured at either the Knowledge Base level to apply to all contained articles, or at the individual Knowledge Article level for specific article control. This flexibility allows for broad or granular access management.
137. In a base ServiceNow instance, what is the primary function of User Criteria?
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.
Explanation:
User Criteria's primary function is to control read and write access to knowledge bases and articles. This is according to ServiceNow documentation and expert consensus. It helps manage knowledge content accessibility for different user groups.
138. How many Centers of Excellence (COEs) can be associated with a single HR Service?
A.
5
B.
1
C.
Unlimited
D.
10
Explanation:
Each HR Service is associated with only one Center of Excellence (COE). This ensures clear ownership and responsibility for the service within a specific area of expertise. Refer to HR Fundamentals documentation for details.
139. Which ServiceNow module offers a user-friendly interface designed for creating new HR Skills and assigning these HR Skills to members within the HR department?
A.
Skills Routing
B.
Skills Management
C.
Manage HR Skills
D.
Skills Definition
Explanation:
The 'Manage HR Skills' module provides a dedicated interface for creating and assigning HR Skills to members of the HR department, as outlined in the HR Fundamentals documentation.
140. Which table serves as the foundational table for all HR Case records within the ServiceNow platform?
A.
Skill [cmn_skill]
B.
Incident [incident]
C.
HR Task [sn_hr_core.task]
D.
HR Case [sn_hr_core_case]
E.
HR Profile [sn_hr_core_profile]
Explanation:
The HR Case table [sn_hr_core_case] is the central table that stores all HR Case records. All HR Cases extend from this table. Therefore the correct answer is D.
141. What minimum HR role is generally assigned to all HR support staff to enable access to HR applications?
A.
HR Admin [sn_hr_core.admin]
B.
HR Basic [sn_hr_core.basic]
C.
HR KB Writer [sn_hr_core.kb_writer]
D.
Document Management User [document_management_user]
Explanation:
The HR Basic role [sn_hr_core.basic] is the minimum role required for an HR professional to access HR applications. This role grants access to the essential functions and data within the HR module.
142. A user with only the HR Admin [sn_hr_core.admin] role can save and modify which copies of existing reports?
A.
All
B.
Global
C.
Group
D.
Personal
Explanation:
Based on expert comments and common understanding, a user with only the HR Admin role can primarily save and modify their own Personal copies of existing reports.
143. In the context of the ServiceNow platform, what is the key difference between a configuration and a customization?
A.
Configuration uses complex JavaScript, while Customization involves field name changes and new buttons.
B.
There is no difference between Configuration and Customization.
C.
Customization uses the built-in tools in the platform, while Configuration involves code changes.
D.
Configuration uses the built-in tools in the platform, while Customization involves code changes.
Explanation:
Configuration refers to adjustments made using the platform's built-in tools and features, typically through the user interface, without requiring direct code modification. Customization, on the other hand, involves modifying the platform's underlying code to achieve more complex or specialized functionality. The correct answer is D.
144. Which Service Portal configuration option is used to customize the logo, theme, and title of the HR Service Portal?
A.
Designer
B.
Page Editor
C.
Widget Editor
D.
Branding Editor
Explanation:
The Branding Editor is the correct option because it is specifically designed for customizing the logo, theme, and title, which are all key branding elements of the HR Service Portal. HR Implementation ebook page 206 confirms this.
145. What is the minimum role required to access and manage settings within the HR Properties module?
A.
HR Manager [sn_hr_core.manager]
B.
LE Admin [sn_hr_le.admin]
C.
Admin [admin]
D.
HR Admin [sn_hr_core.admin]
Explanation:
The HR Properties module, which controls the overall behavior of the HRSD application, requires the HR Admin [sn_hr_core.admin] role for access.
146. The HR Case [sn_hr_core_case] table extends which of the following tables?
A.
Incident table
B.
Case table
C.
Task table
D.
Lifecycle Events table
Explanation:
According to the HR Implementation Guide, the HR Core Case [sn_hr_core_case] table is an extension of the Task table. Therefore, the correct answer is C.
147. Which role is essential for assigning scoped HR roles within the ServiceNow HR Service Delivery application?
A.
HR Admin [sn_hr_core.admin]
B.
HR Manager [sn_hr_core.manager]
C.
LE Admin [sn_hr_le.admin]
D.
HR Basic [sn_hr_core.basic]
Explanation:
Assigning scoped HR roles requires administrative privileges within the HR application. The HR Admin role (sn_hr_core.admin) has these privileges, enabling users with this role to manage HR configurations and role assignments. Other roles like HR Manager, LE Admin and HR Basic do not have sufficient permission for role assignment.
148. In the context of a Human Resources (HR) application within ServiceNow, what is the relationship between 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.
Explanation:
Both the User [sys_user] and HR Profile [sn_hr_core.profile] tables are essential for a ServiceNow HR application. The User table provides the foundation for user authentication and system access, while the HR Profile table stores the specific HR-related attributes and data for each user. Therefore, answer option A is correct.
149. A customer has implemented HR Service Delivery Enterprise, including Enterprise Onboarding and Transitions. Which plugin is essential to activate to enable the functionalities of Enterprise Onboarding and Transitions?
A.
Human Resources Scoped App: Lifecycle Events [com.sn_hr_lifecycle_events]
B.
Employee Document Management [com.sn_employee_document_management]
C.
Human Resources Scoped App: Core [com.sn_hr_core]
D.
Employee Service Center [com.sn_hr_service_portal]
Explanation:
The 'Human Resources Scoped App: Lifecycle Events [com.sn_hr_lifecycle_events]' plugin must be activated to utilize Enterprise Onboarding and Transitions. Enterprise Onboarding and Transitions is comprised of two plugins. Depending on the HR Service Delivery package you choose, activate one or both of the plugins. Lifecycle Events [com.sn_hr_lifecycle_events] or Lifecycle Events for Enterprise [com.sn_hr_lifecycle_ent].
150. The Lifecycle Events [sn_hr_le_case] table directly extends which of the following tables?
A.
Talent Management [sn_hr_core_talent_management]
B.
HRIT Operations Case [sn_hr_core_case_operations]
C.
HR Case [sn_hr_core_case]
D.
Task [sc_task]
Explanation:
The Lifecycle Events [sn_hr_le_case] table is a direct extension of the HR Case [sn_hr_core_case] table. This relationship is fundamental to how lifecycle events are managed within the HR Service Delivery application.
151. Delegated developers in ServiceNow are granted access only to what specific areas in which they are actively working?
A.
Interfaces
B.
APIs
C.
Instances
D.
Scopes
Explanation:
Delegated developers are granted access only to the scopes in which they are working. This restriction ensures that they only have access to the necessary components for their assigned tasks, enhancing security and maintaining control over the application development process. The HR Implementation ebook page 156 confirms this.
152. A customer wants to implement Now Mobile within their organization. What is the minimum HR Service Delivery SKU they must purchase to include Now Mobile functionality?
A.
HR Service Delivery Professional
B.
Now Mobile is a standalone solution
C.
HR Service Delivery Enterprise
D.
HR Service Delivery Standard
Explanation:
HR Service Delivery Professional is the minimum SKU that includes Now Mobile. Refer to the ServiceNow HR Service Delivery pricing page for details. Also, the HR Implementation ebook confirms that Now Mobile is included in HR Service Delivery Professional.
153. An HR Admin [sn_hr_core.admin] needs to develop within the HR application but should not be granted the system administrator role. Which additional role should be assigned?
A.
HR Basic [sn_hr_core.basic]
B.
Scoped Developer [sn_hr_core.developer]
C.
Delegated Developer [delegated_developer]
D.
HR Manager [sn_hr_core.manager]
Explanation:
Users with only the HR Admin role do not have the necessary access to develop application code. The Delegated Developer role should be assigned to allow development without requiring system administrator privileges. Refer to the HR Implementation ebook and ServiceNow documentation for more details.
154. When a Document Template is created from an HR Case, the name of the person who created the document is added to the name of the attachment. Why?
A.
It indicates who should sign the document.
B.
It indicates who generated the document.
C.
It indicates the Opened for user.
D.
It indicates who the document is about.
Explanation:
The creator's name is added to the attachment name to indicate who generated the document. This aids in tracking and accountability. While the 'Opened for' user is relevant, the attachment's name reflects the generator, not the subject, of the document.
155. How can specific fields related to a particular HR Service be configured to appear on the New Case Creation page in ServiceNow?
A.
HR Service-specific fields cannot be added to the New Case Creation page directly.
B.
By using the Case Creation Service Configurations module.
C.
By using the Case Options field on the HR Service definition.
D.
By using the HR Criteria module.
Explanation:
The correct approach is to use the Case Creation Service Configurations module, which allows administrators to define the specific fields that should be displayed on the New Case Creation page for each HR Service. Refer to the ServiceNow documentation for detailed steps: https://docs.servicenow.com/bundle/vancouver-employee-service-management/page/product/human-resources/task/configure-case-creation-form-for-hr-service.html
156. Which field on the HR Service record directly defines the associated HR Catalog Item?
A.
COE
B.
Topic Detail
C.
Template
D.
Record Producer
Explanation:
The 'Record Producer' field on the HR Service record establishes the direct link to a specific HR Catalog Item, defining which item is associated with the service. Topic detail only provides categorization, it does not link a specific catalog item.
157. In the Agile Development process within the Customer Service Management application, what must be configured or imported into the Customer's instance prior to importing stories?
A.
Backlog
B.
Epics
C.
Products
D.
Groups
Explanation:
Products must be defined and loaded into the Customer's instance before importing stories. Stories are associated with specific products, making the product setup a necessary prerequisite.
158. When the Lifecycle Events application is installed, to which role is the LE Admin role granted?
A.
HR Admin [sn_hr_core.admin]
B.
It is not added to other roles
C.
HR Basic [sn_hr_core.basic]
D.
HR Manager [sn_hr_core.manager]
Explanation:
Upon installation of the Lifecycle Events application, the LE Admin role is granted to the HR Admin [sn_hr_core.admin] role. This ensures that HR Administrators have the necessary permissions to manage lifecycle events.
159. In the base instance of ServiceNow, what primary mechanism dictates the conditions a Human Resources Case must meet to be automatically assigned to an appropriate HR agent?
A.
Matching Rules
B.
Client Rules
C.
ACLs (Access Control Lists)
D.
Escalation Rules
Explanation:
Matching Rules, often used with Advanced Work Assignment (AWA) or Assignment Rules, define the conditions for automatically assigning HR Cases to the correct agents. These rules evaluate factors and route cases accordingly.
160. Which of the following applications is installed with the Human Resources Scoped App: Core plugin?
A.
Employee Service Center
B.
Employee Document Management
C.
Lifecycle Events
D.
HR Case Management
Explanation:
The Human Resources Scoped App: Core plugin installs HR Case Management, enabling the management of HR-related cases.
161. If you want to grant a user access to administer the Employee Service Center without assigning them the HR Admin role, which scoped admin role should they be assigned?
A.
Service Portal Admin [sn_hr_sp.admin]
B.
Widget Admin [sn_hr_widget.admin]
C.
Employee Files Admin [sn_hr_ef.admin]
D.
Integrations Admin [sn_hr_integrations.admin]
Explanation:
The Service Portal Admin [sn_hr_sp.admin] role provides the necessary permissions to administer the Employee Service Center without granting the extensive access provided by the HR Admin role. This aligns with the principle of least privilege by granting only the required access. HR Fundamentals ebook page 17 and ServiceNow documentation supports this answer.
162. Under what circumstance does the ServiceNow platform automatically assign a Client Role to a user?
A.
Client Roles must be manually added to each employee record.
B.
When an HR Profile is created or modified for the employee, and the Employment start date and Employment type fields are completed.
C.
Client Roles are automatically added with Group membership.
D.
When a User record is created for the employee.
Explanation:
The Client Role is automatically assigned to an employee when an HR Profile is created or modified, and the Employment start date and Employment type fields are completed. Refer to the HR Fundamentals ebook page 53 and the ServiceNow documentation on Client Role Assignment Rules for more information.
163. If you have limited coding experience and need to add new pages to a customer's Employee Service Center within ServiceNow, which Service Portal Configuration option would be the MOST suitable to complete this task?
A.
Page Editor
B.
Designer
C.
Widget Editor
D.
Branding Editor
Explanation:
The Service Portal Designer is the best option because it provides a low-code/no-code visual environment for creating and laying out new Service Portal pages. It is the most suitable choice for individuals with limited coding experience who need to add new pages to a Service Portal. Page Editor, Widget Editor, and Branding Editor require more experience with configuration/code.
164. Which of the following provides a graphical interface to create survey categories and questions, configure details, and publish the survey?
A.
Survey Designer
B.
Survey Workflow
C.
Survey Developer
D.
Survey Portal
Explanation:
The Survey Designer is the tool that provides a graphical interface to create survey categories, questions, configure the details, and publish the survey. Employee forms are questionnaires built using the survey designer (HR Implementation ebook page 185).
165. HR Administrators can configure a personal copy of the HR Case Dashboard using which of the following actions?
A.
Change Layout
B.
Delete Content
C.
Modify Layout
D.
Add Content
E.
Add Layout
Explanation:
HR Administrators can configure a personal copy of the HR Case Dashboard by changing the layout and adding new content.
166. What configuration dictates the availability schedule of an HR Chat queue?
A.
The 'Schedule' field on the HR Profile.
B.
The 'Schedule' field on the User record.
C.
HR Chat is always available.
D.
The 'Schedule' field on the Queue record.
Explanation:
The availability of an HR Chat queue is determined by the 'Schedule' field configured on the Queue record itself. Leaving the field blank makes the queue always available. Users will not be able to start conversations when it is outside the defined schedule.
167. What mechanism determines the routing of a Case or HR Task upon escalation?
A.
Assignment Rules
B.
Business Rules
C.
Matching Rules
D.
Escalation Rules
Explanation:
Escalation Rules automatically assign a Case or HR Task to the pre-defined escalation group. Refer to the HR Implementation ebook page 188 and the ServiceNow documentation for more details.
168. If the HR Administrator group has been tasked with collecting Performance Analytics data in ServiceNow, what additional role should be granted to the group to enable this functionality?
A.
Performance Analytics Data Collector [pa_data_collector]
B.
Performance Analytics Administrator [pa_admin]
C.
Performance Analytics Threshold Admin [pa_threshold_admin]
D.
System Administrator [admin]
Explanation:
To enable the HR Administrator group to collect Performance Analytics data, they should be granted the 'Performance Analytics Data Collector' [pa_data_collector] role. This role provides the necessary permissions for data collection related activities. HR Fundamentals ebook page 220 confirms that a system Administrator needs to add the HR Admin to a group that has the PA Data Collector role.
169. An HR Administrator currently possesses the HR Admin [sn_hr_core.admin] role. To fully configure all aspects of the Employee Document Management application, what additional role is required?
A.
Employee Document Management Writer [sn_hr_ef.document_writer]
B.
Employee Document Management Reader [sn_hr_ef.document_reader]
C.
EF Admin [sn_hr_ef.admin] role
D.
No additional roles are needed
Explanation:
The HR Administrator with the HR Admin role requires the EF Admin [sn_hr_ef.admin] role to fully manage and configure the Employee Document Management application in ServiceNow. This role grants access to all configuration options within the application.