ServiceNow HR Certification Exam Prep

HR Profile related Links

"Beneficiaries, Who is covered, Emergency Contacts, Direct reports, Colleagues, Cases"

sn_hr_core.kb_writer"

"Can create and update HR knowledge articles.

HR agent - sn_hr_core.basic

"Can create, update, and delete HR cases and follow up on cases they created. User groups can replace this role."

sn_hr_core.secure_info_writer"

"Can create, update, and delete HR position records.

There are four levels to HR service categorization:

"Center of Excellence (COE),Topic Category,Topic Detail,HR Service"

Data pushed to workday integrations:

"Change legal name,Maintain contact information,Leave of absence"

Data pulled from workday integrations:

"Departments,Locations,Job profiles,Worker profiles,Effective worker profiles,Future worker profiles"

"There are two types of HR Document Templates, both create PDF files, but are created and maintained differently:"

"Document templates, PDF document templates"

HR criteria does the following:

"Filters content on the HR Service Portal, Filters HR services based on the Subject person during case creation or transfer, Filters Lifecycle Event Activities, selects a document template for HR cases, selects users when creating bulk HR cases"

sn_hr_core.manager"

"Full control over all HR functions.

two types of HR templates

"HR case templates, HR task templates"

HR Scoped App:Data Migration

"Moves data and roles from the global version of HR to the scoped version. Includes: Tables, Columns, Choice List.." Needs to be in v1 to activate plugin

sn_hr_core.secure_info_reader"

"Read all HR case and user information including sensitive information (SSN, paycheck, and similar information)."

sn_hr_sp.hrsp_contingent"

"Role assigned to employee with a fixed term contract.

sn_hr_sp.hrsp_new_hire"

"Role assigned when employee is hired.

sn_hr_sp.hrsp_employee"

"Role assigned when employee type is permanent.

sn_hr_sp.hrsp_alumni"

"Role assigned when employment status is offboarding or previous employee.

sn_hr_sp.hrsp_contractor"

"Role is assigned when employment status is employed and type temporary.

HR admin

"Role that allows access to HR Properties

HR Bulk case creation allows for filter by

"Upload file, HR profile, HR Criteria, users, user criteria."

If using digital signature (docusign), info is stored in HR Task as

A link to the document in docusign is stored in the task/case under the activity

What is a transform map in SN integrations?

A map to determine relationships between fields displaying in an import set to fields in an existing table

CRUD Access to tables, row, field governed by

ACL

HR Admin role alone cannot

Access HR Guided Setup, Create a new KB, Modify departments or locations managed lists, update passwords for any user, configure scripts or additional actions, access SLA definitions, CANNOT REMOVE users from group

What fields determine ability to define public or private API

Accessible from field

When does a HR Template populates data?

After the Create a new Case

If a knowledge base has no user criteria, articles within that KB are available for read only to

All Users without roles

For an LE Case to be closed, it needs that

All activity sets must trigger and be completed

If matching rules determine potentially assignee, what actually assigns a case?

Assignment Rules

When is a client role assigned?

Automatically when an HR Profile is created

Why are some tasks locked in the Guided Setup task view?

Because they require a plugin to be activated

In base SN instance, for KB articles these options are visible

Can contribute and can read; related lists need to be configured for Cannot contribute/read

sn_hr_core.case_writer"

Can create and update HR cases.

sn_hr_core.case_reader"

Can read HR cases and follow up on cases they created.

The 3 views in the HR Guided Setup

Category view, Task view and configuration view

Where could a ServiceNow engagement be governed?

Centralized Services Portal, Customer production instance, separate engagement instance.

What options are available in the Guided Setup category view?

Configuration categories and their tasks (get started, continue, skip)

HR Outbound integration requires:

Configure tables and info to push, map the web service to the SOAP message

lifecycle events activity sets

Contains activities that are a part of a life-cycle event. You can combine multiple event activities in one activity set and configure the set to trigger according to methods you apply. Role required: Lifecycle Activity Set Manager [sn_hr_le.activity_set_manager].sn_hr_le_activity_se table -

LE Activity Types

Employee and Fulfiller

What is needed to set up Connect Chat?

Enable the Connect support plugin. Goto the HR Department Chat Queue Chat queue record and set the Assignment group that will receive the chats, set the schedule to indicate when people can open a chat, set the initial agent response.

How many condition client role rules are in the base instance?

Five

sn_hr_migration.admin"

Full control of the HR Data Migration functions.

HR system administrator - sn_hr_core.admin

Full control over all human resources data and can administer territories and skills. User groups can replace this role.

Each COE extends this table

HR Core Case table

Each COE table extends what table

HR Core Case table

Determining when an LE Activity should be assigned to a subject have an associated:

HR Criteria

In Jakarta the HR application is renamed to

HR Service Delivery

When scoping an HR Service map out:

HR service, topic detail, topic category, COE, HR template, assignment group, skills, icon/pictures and user criteria(if catalog item needed)

All web traffic uses

HTTPS so it is always TLS encrypted

Business rules(Security) can be used to

Hide field information

Types of Activity Set Triggers

Immediate, Date, Other Activity Set and Advanced

Stages in the SN Implementation Methodology

Initiate, Examine, Plan, Create, Transition, Close

When a new KB needs to be created this role needs to be added

Knowledge Admin

Where can a user change the language if not English?

Login Page, System Setting General

The application in which PDF document variables are referenced from

Managed Documents Application

Are attached documents translated?

No

When importing a new knowledge article, what date is used?

No date is asked. Publish and valid dates are there

Project stories must be logged in Centralized - Service Portal

No, they can be logged in Centralized - Service Portal, Customer Prod Instance, Engagement instance

e-signature in base platform

Not a legally binding document; just acknowledgement

Service Activities tasks or approvals are launched by:

Order table defines when Business rules will trigger the task or approval

LE Activities are required to have

Owner groups, activity sets and HR Task template

Responsible to create or modify HR Case/Task templates AND Activities

Owning group

Data packs are available where?

Partner Portal

For an HR Case to be closed it needs to be

Put in state of completion

Service used to make a request; it's a URL

REST

Some SLA/Metrics used

Resolution times, first call resolution, create to resolve duration, Open,

sn_hr_core.hrsm.employee"

Role assigned a regular employee for customers that do not use the HR Service Portal.

Profile Reader [sn_hr_core.profile_reader]

Role needed to view confidential data on the HR Profile

(SN Security)Roles and Groups includes

Roles: Access to modules, apps, forms, portals and Groups: Used to grant roles

XML Based protocol defines rules how web service messages are structured. Used to exchange information

SOAP

If the HR Admin role is removed from Sys Admin, the admin role cannot

See HR cases or HR Profile data

What options are available in the Guided Setup Configuration view?

Shows lists, forms and properties

Contextual security includes

Simple security:field level using roles and ACL: context of data within record

Lifecycle event type

Stages in the career of an employee and a collection of activity sets and activities. Roles required: Lifecycle Admin [sn_hr_le.admin]. "

HR Inbound Integration requires:

Staging tables, HR service mapping, schema mapping and transform maps

What options are available in the Guided Setup Task View

Start, skip, mark as complete or unlock tasks

HR Profile

Stores confidential employee data, such as name, personal contact information, email addresses, employment history, and contacts, in the scoped version of HR"

When an HR plugin is activated, the associated Admin role for that plugin is automatically added to:

System Administrator (admin)

HR Core Case Table is an extension of what table

Task Table

On an HR Service, Service Activities define:

Tasks and approvals without the need of a Workflow editor

lifecycle events activities are:

Tasks assigned to employees or fulfillers

How many client roles are in the base instance?

Ten (five for core and five for service portal)

Checkbox "If true, ACLs check if the user is being impersonated" needs to be checked

To prevent impersonating user to see sensitive hr profile information

Direct reports and colleagues related lists are read only in HR Profile view

True. Organization application updates this information

How many client roles groups are in the base instance?

Two: HR Fulfillment Support, HR Service Portal

How many user criteria records can a knowledge base have?

Unlimited

Under Activity Set Trigger Condition, the trigger type is:

Used to tell when an activity set should begin and does not need Workflow editor

Platform Access

User authentication, instance restriction, scoped app

Used to control which users can create, update and read Knowledge bases/articles

User criteria records

Used to describe the functionality of the web service (Web Service Definition Language)

WSDL

When you enter a URL, it takes you that web site. Use a code to request an API then the services authenticates the code and responds with the data

Web Service

Is HR Core Basic included in HR Manager role?

Yes

"Role that allows a delegated developer access to development areas like widget creation for the HR Service Portal.

[sn_hr_sp.admin]"

If Knowledge base has no user criteria, articles within that KB are available to read/write

all users with any roles

How's the e-signature captured in SN?

as an image

Reasons to add the Center of Excellence (COE):`

makes it easier to manage and report on cases within each COE

HR Groups

set of users with common job skills.

Users without an HR scoped role are blocked from

viewing HR cases or HR profile information