ServiceNow CIS-HR Practice Test Questions, Exam Dumps

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CIS-HR ServiceNow Practice Test Questions and Exam Dumps

Question No 1:

An HR Admin without the System Admin role can perform which of the following tasks? (Choose three.)

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

Correct Answer: D, E, F.

Explanation:

An HR Admin plays a critical role in managing human resources processes within an organization’s system, but their permissions are typically limited compared to those of a System Admin. While an HR Admin can access various HR-related settings and perform tasks relevant to HR management, they do not have full administrative rights like a System Admin. Here’s an explanation of each option:

Why D (Create HR Criteria) is Correct:

The HR Admin is responsible for managing HR-specific data and configurations, such as HR Criteria, which are used to categorize, filter, or prioritize information for HR purposes. These criteria are important for managing employees' records, qualifications, and other HR-related attributes. As part of the HR management function, creating HR criteria would fall within the scope of the HR Admin's role.

Why E (Configure business rules) is Correct:

Business rules are essential to automating HR processes and ensuring consistency across the organization. While System Admins typically handle more technical configurations, HR Admins can configure business rules to streamline HR workflows, such as setting rules for employee leave, performance reviews, and other HR-related procedures. This task aligns with an HR Admin’s role to maintain the integrity and efficiency of HR operations.

Why F (Add users to groups) is Correct:

HR Admins often need to organize employees into specific groups based on roles, departments, or other criteria. Adding users to groups helps the HR department maintain organized records and ensure that employees are associated with the correct teams or categories for HR processes. This task is within the HR Admin's scope, as it directly affects HR management functions.

Why A, B, and C Are Incorrect:

Option A (Grant roles to users or groups): Granting roles is typically reserved for System Admins, as this action involves granting permissions that affect access and security settings at a higher level.
Option B (Modify HR Administration > Properties): Modifying certain system-level settings like HR Administration properties often requires more administrative privileges, usually granted to System Admins.
Option C (Reset user passwords): Resetting passwords is also a security-related task that typically falls under the System Admin’s responsibilities, as it affects user access to the entire system, not just HR-specific features.

Without the System Admin role, an HR Admin can still manage critical HR tasks like creating HR criteria, configuring business rules, and adding users to groups, all of which are within the scope of HR-related responsibilities. However, tasks like granting roles, modifying system properties, and resetting passwords require higher-level administrative privileges.

Question No 2:

After the HR Admin [sn_hr_core.admin] role has been removed from the Admin role, how can 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.

Correct Answer: C. The Admin can no longer add members to HR groups.

Explanation:

In platforms like ServiceNow, user roles and permissions are critical for defining what actions individuals can perform within the system. The HR Admin role typically has special privileges that allow the user to perform HR-specific functions, such as managing HR groups, configuring HR criteria, and adding or removing members from those groups.

Why "C" (The Admin can no longer add members to HR groups) is Correct:

Once the HR Admin [sn_hr_core.admin] role has been removed from the Admin role, the Admin loses the ability to directly manage HR groups. HR groups are typically managed by users with specialized HR roles, and removing the ability for Admins to manage HR groups ensures that the HR-related actions are restricted to the appropriate personnel.

If the Admin no longer has the HR Admin role, they are unable to access or modify HR groups, as those actions fall under the purview of HR-related roles. In such scenarios, the Admin cannot directly make changes to group memberships tied to HR-specific functionality. This is a security measure to ensure that HR data and group memberships are managed by users who have the correct permissions and expertise.

Why the Other Options Are Incorrect:

Option A (The Admin must elevate their role to security_admin): Elevating to the security_admin role would provide broader security-related permissions, but it would not specifically grant access to HR groups. The Admin role, when not combined with the HR Admin role, will not be sufficient to modify HR groups regardless of other elevated roles.
Option B (The Admin follows the same process as with any group membership change): While the process for adding members to groups is generally the same across the platform, HR groups are controlled by HR roles. Therefore, Admins without the HR Admin role cannot follow the same process, as they no longer have the necessary permissions.
Option D (The Admin must impersonate an HR Admin to add members to HR groups): Impersonating another user with the HR Admin role could allow the Admin to perform HR tasks, but this would require explicit permission to impersonate another user. Even if allowed, impersonating another user does not grant the Admin permanent rights to modify HR groups—it’s a workaround, not a solution.

Once the HR Admin role is removed from the Admin role, users with only the Admin role can no longer add members to HR groups. To regain this ability, the user must either be assigned the HR Admin role or work with an authorized HR Admin who has the necessary permissions.

Question No 3:

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

A. Document Template
B. Upload File
C. HR Service Template
D. User Criteria
E. HR Template
F. HR Profiles
G. HR Criteria

Correct Answer: A, C, D, G.

Explanation:

The Create Bulk Cases module is a feature within HR management systems, such as ServiceNow, that allows HR personnel to create multiple cases at once, typically for handling requests or processing information related to employees. The Filter by dropdown in this module helps users refine the cases they want to create based on various criteria. Here's a breakdown of the available options:

Correct Answers and Their Significance:

Option A: Document Template
This filter option allows HR staff to specify which document templates are relevant to the bulk case creation process. Document templates are pre-defined forms or documents that are used to standardize the cases being created. By filtering by the template, users can ensure they are creating cases with the appropriate documentation style.
Option C: HR Service Template
HR Service Templates are predefined services offered to employees (e.g., onboarding, benefits management). By filtering by this option, users can select the specific HR services that apply to the bulk cases, ensuring that the cases align with the intended service being provided.
Option D: User Criteria
The User Criteria filter allows HR staff to create cases based on specific user conditions, such as an employee's role, department, or location. This helps narrow down the scope of the cases being created, making it easier to manage cases for specific groups of employees.
Option G: HR Criteria
HR Criteria are conditions that define the type of HR service, case, or process applicable to specific employees or scenarios. Using this filter helps users select relevant criteria to apply when creating bulk cases, ensuring that the cases are tailored to meet specific HR needs.

Why Other Options Are Incorrect:

Option B: Upload File
While files may be uploaded as part of the bulk case creation process, "Upload File" is not a filter option in the Filter by dropdown. Instead, file uploads are typically handled in other parts of the process.
Option E: HR Template
While HR templates may be relevant in creating individual cases, this is not a filtering option in the Create Bulk Cases module.
Option F: HR Profiles
HR Profiles typically store detailed employee information but do not directly relate to filtering options in the bulk case creation module.

In the Create Bulk Cases module, the Filter by dropdown helps users narrow down the types of cases they wish to create based on specific criteria, such as Document Templates, HR Service Templates, User Criteria, and HR Criteria. These options are critical for ensuring the bulk creation of cases is relevant and streamlined according to HR processes.

Question No 4:

If a user has both the Admin and HR Admin roles and wants to configure Access Control for the Employee Relations Cases table, what is the first step that must be taken?

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

Correct Answer: B. From the user dropdown in the banner, elevate your role to security_admin.

Explanation:

When working with Access Control in a platform like ServiceNow, setting proper roles is critical for defining who can configure and manage access to specific tables, such as the Employee Relations Cases table. Access Control rules (ACLs) determine the permissions that users have, ensuring that only authorized personnel can access sensitive data or perform specific actions. Here’s a detailed explanation of the options:

Correct Answer and Explanation:

**Option B: From the user dropdown in the banner, elevate your role to security_admin
In platforms like ServiceNow, users must have the security_admin role to configure Access Control for tables such as Employee Relations Cases. The Admin and HR Admin roles provide significant privileges, but they do not automatically grant the authority to configure ACLs. To modify Access Control, the user must elevate their role to security_admin, which provides the necessary access to define and manage security policies and permissions for the table.

By using the user dropdown in the banner, the individual can elevate their role for the session, enabling the required permissions to configure ACLs for the Employee Relations Cases table.

Why the Other Options Are Incorrect:

Option A: Add the Delegated Developer role to your user record
The Delegated Developer role is typically used for delegating development tasks to non-administrative users. This role does not provide the permissions necessary for configuring Access Control or managing security settings. It focuses more on development work and is not directly related to managing table access.
Option C: Manually add the security_admin role to your user record
While adding the security_admin role to your user record is one way to gain access, it is typically handled through the platform's role management system by administrators. In most cases, users would not manually assign themselves this role. Instead, they would elevate their session temporarily to gain access, as noted in Option B.
Option D: Nothing would need to be done
This option is incorrect because, even though the user has Admin and HR Admin roles, these roles do not automatically grant the ability to configure Access Control. Elevating the role to security_admin is essential for managing access to specific tables.

When configuring Access Control for the Employee Relations Cases table, a user with Admin and HR Admin roles must first elevate their role to security_admin to gain the necessary permissions for setting and managing access controls. This is an essential step to ensure that the appropriate security measures are in place.

Question No 5:

What type of information is typically stored in an HR Profile?

A. Personal employee data
B. Group membership and role information
C. User login and department information
D. A user’s password

Correct Answer: A. Personal employee data

Explanation:

In HR management systems like ServiceNow, the HR Profile is a critical component used to store essential details about employees that support various HR functions, including personnel management, performance tracking, and compliance. The HR Profile serves as a comprehensive digital record for each employee, holding a variety of personal and job-related information. Below is a breakdown of what the HR Profile typically contains and why Personal Employee Data is the correct answer:

Correct Answer and Explanation:

Option A: Personal employee data
The HR Profile primarily stores personal employee data. This includes a range of information related to the employee's identity and employment history, such as:

Name, date of birth, and gender
Contact details (e.g., phone numbers, email addresses)
Social security number or employee identification number (if applicable)
Employment start date and position history
Salary, benefits, and compensation details
Emergency contact information
This data is essential for managing HR processes like payroll, benefits administration, and compliance with labor regulations. The HR profile is integral to tracking employee progress, evaluating performance, and ensuring personal and professional details are accurate for employment-related processes.

Why the Other Options Are Incorrect:

Option B: Group membership and role information
While group membership and role information may be stored in an employee’s user profile (related to IT or user management systems), it is not typically part of the HR Profile. HR profiles focus on personal and employment-related data rather than IT system roles or group memberships.
Option C: User login and department information
User login (username, password) and department information may be part of a user profile for an organization's IT system, but they are not considered part of the HR Profile in the context of employee management. The HR Profile focuses on more personal and job-specific details rather than login credentials.
Option D: A user’s password
A user's password is sensitive and typically stored in a secure authentication system, not in the HR Profile. Passwords are generally stored in systems like Identity and Access Management (IAM) tools, which are separate from HR data and serve a different purpose, primarily related to system access and security.

The HR Profile contains personal employee data, which is essential for managing various HR functions such as payroll, benefits, compliance, and employee records. While other information like role memberships and login credentials may be managed by different systems, the HR Profile focuses primarily on personal and job-related details necessary for HR management.

Question No 6:

How many User Criteria Records can be applied to a single Knowledge Base (KB) or KB Article in ServiceNow?

A. Only two
B. Only three
C. Unlimited
D. Only one

Correct Answer: C. Unlimited

Explanation:

In ServiceNow, User Criteria Records are used to define the specific user conditions or criteria that determine which users have access to specific Knowledge Base (KB) articles. These records help configure the visibility and accessibility of knowledge content based on various factors such as user roles, groups, locations, or other attributes that are relevant to the organization’s structure and user segmentation. Let’s go through the question and explain the details:

Correct Answer and Explanation:

Option C: Unlimited
In ServiceNow, you can apply unlimited User Criteria Records to a single Knowledge Base (KB) or KB Article. This flexibility allows organizations to configure KB access in a highly granular manner based on various user characteristics or conditions.
For instance, a KB article could be made visible only to users in specific groups (e.g., IT support, HR), users in certain locations (e.g., New York office), or users with specific roles (e.g., System Admin, Manager). Since the User Criteria Records are not limited in number, you can apply multiple conditions to a single KB article, which ensures that the correct users can access the content.
This is particularly useful in larger organizations where different teams or individuals need access to different sets of information based on their job functions or locations. You can create multiple User Criteria for each unique requirement and apply them to one or more KB articles, thereby enhancing both security and usability.

Why the Other Options Are Incorrect:

Option A: Only two
This is incorrect because ServiceNow does not impose a limit of just two User Criteria Records. The platform allows much more flexibility and scalability in managing user access to knowledge articles.
Option B: Only three
Similarly, three User Criteria records is not a restriction in ServiceNow. The platform allows for an unlimited number of criteria to be applied to a KB article.
Option D: Only one
This is incorrect because restricting access to only one User Criteria Record would limit the ability to finely control access based on multiple user attributes. ServiceNow allows for complex configurations, including multiple criteria, to be applied.

In ServiceNow, there is no limitation to the number of User Criteria Records that can be applied to a single Knowledge Base (KB) or KB Article. This capability allows for complex and customizable configurations that control the visibility and access of knowledge articles for different users, ensuring appropriate content is delivered to the right people based on their roles, groups, or other attributes.

Question No 7:

In the base ServiceNow instance, how are User Criteria Records typically used to control access? Additionally, how many User Criteria Records may be applied to a single Knowledge Base (KB) or KB Article?

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

Correct Answer: C. To control read and write access to Knowledge bases and articles

Explanation:

In ServiceNow, User Criteria Records are powerful tools used to manage access to Knowledge Bases (KBs) and individual KB Articles. These records define specific conditions that determine who can view or modify knowledge articles. By using User Criteria, organizations can configure granular access control based on user roles, groups, locations, and other user attributes. Let’s explore the details:

Correct Answer and Explanation:

Option C: To control read and write access to Knowledge bases and articles
In ServiceNow, User Criteria Records are primarily used to control access to Knowledge Bases and KB Articles, both for read and write actions. This ensures that only authorized users or groups can view, edit, or contribute to knowledge content. User Criteria are a key component for managing knowledge access across different departments, roles, or user segments. For example:

Read access: You can specify that only employees in the "HR" department can view specific HR-related knowledge articles.
Write access: You can allow only Knowledge Managers or certain users to modify or create new knowledge articles within a specific Knowledge Base.

By leveraging User Criteria, organizations ensure that sensitive knowledge, like financial or HR-related content, is only available to the appropriate users.

Why the Other Options Are Incorrect:

Option A: To control which users can access the HR Case application
User Criteria are not typically used to control access to specific applications, such as the HR Case application. Instead, access to applications is generally managed through roles and permissions, not User Criteria.
Option B: To control what a user sees in the information and suggested reading widgets
Although User Criteria can control access to KB articles, it is not specifically designed to manage content visibility in widgets like information or suggested reading widgets. These widgets typically show content based on the user’s roles or other contextual information.
Option D: To control which users can access the HR Service Portal
Access to the HR Service Portal is controlled through roles and access controls, not User Criteria. User Criteria are specifically applied to knowledge management features, not portals.

Key Takeaways:

User Criteria Records in ServiceNow control access to knowledge articles at a detailed level based on user attributes, roles, and groups.
They are not used for controlling access to applications or service portals, but they are essential for managing which users can read and write knowledge articles.

Additionally, the number of User Criteria Records that can be applied to a single KB or KB Article is unlimited, which provides the flexibility to manage access according to multiple user conditions and ensure only the right people have access to specific knowledge.

Question No 8:

Which of the following statements accurately describe the relationship between the User [sys_user] Table and the HR Profile [sn_hr_core.profile] Table in the context of an HR application?

A. Both are required.
B. Only the HR Profile table is required in HR.
C. Neither are required.
D. Only the User table is required in HR.

Correct Answer: A. Both are required.

Explanation:

In the context of ServiceNow and the HR application, both the User [sys_user] Table and the HR Profile [sn_hr_core.profile] Table play critical roles in managing employee information and facilitating human resources (HR) processes. Let’s explore each of these tables and understand their interrelationship:

Correct Answer and Explanation:

Option A: Both are required.
In ServiceNow, both the User table and the HR Profile table are essential for HR applications. Here’s why:

User Table [sys_user]: The User [sys_user] Table is a fundamental table in ServiceNow, and it stores basic information about users across the entire platform. In the context of HR, this table contains information such as:

User ID
Login credentials
Roles
Employee status (active, terminated, etc.)

This table is essential because it manages all user-related data, including HR-specific attributes like job title, department, and work location.
HR Profile Table [sn_hr_core.profile]: The HR Profile table specifically stores HR-related data and acts as a repository for detailed employee information that is not stored in the User table. This includes:

Employee's personal details (such as address, emergency contact, etc.)
HR-specific attributes like job history, performance evaluations, and other sensitive HR data.

The HR Profile table is critical for HR teams to track employee lifecycle events such as hiring, promotions, and terminations.

Therefore, to fully manage HR functions in ServiceNow, both the User and HR Profile tables are required to ensure comprehensive management of employee data.

Why the Other Options Are Incorrect:

Option B: Only HR Profile table is required in HR.
This is incorrect. While the HR Profile table contains important HR-related information, the User table is also required for managing login credentials, roles, and other general user attributes.
Option C: Neither are required.
This is incorrect because both tables are integral to the functioning of HR processes in ServiceNow.
Option D: Only the User table is required in HR.
This is also incorrect. The User table alone cannot store all the necessary HR-specific details, which is why the HR Profile table is essential for storing comprehensive employee data related to HR functions.

Key Takeaways:

The User table is crucial for managing user identity, roles, and other general information in ServiceNow, while the HR Profile table holds specialized HR data.
To ensure complete and efficient HR management, both tables must be used in tandem to track and manage employee information accurately.

Question No 9:

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

A. Matching Rules
B. Client Rules
C. ACLs (Access Control Lists)
D. Escalation Rules

Correct Answer: A. Matching Rules

Explanation:

In ServiceNow, Matching Rules play a key role in determining the conditions under which a Case (such as an incident or request) is assigned to a particular agent. Let’s break down how these work, why they’re crucial in case assignment, and explore the other options to understand why they aren’t the best choice in this scenario.

Correct Answer and Explanation:

Option A: Matching Rules
Matching Rules in ServiceNow are used to define the conditions under which a Case (like an incident or request) is automatically assigned to an agent. These rules are typically defined based on specific criteria such as the type of case, priority, category, or the skills required for resolution. The matching process ensures that the right case is assigned to the right agent based on their expertise or workload, streamlining the workflow and improving service delivery.
For example, if an incident is logged with a category of "Networking Issues," a matching rule might direct this incident to an agent with networking expertise. These rules help automate the assignment process, reducing the manual effort required to assign cases to agents.
The Matching Rules are typically linked to the Assignment Rule configuration, which facilitates the automatic assignment of cases based on the predefined criteria specified in the matching rule.

Why the Other Options Are Incorrect:

Option B: Client Rules
Client Rules are not typically used to assign cases. Instead, these rules manage client-side interactions and processes, such as validation and client-side scripting. They don't govern case assignments or the conditions under which cases are assigned to agents.
Option C: ACLs (Access Control Lists)
ACLs in ServiceNow control access to records and data, determining which users can view, modify, or delete specific records. While ACLs are important for security and ensuring that only authorized users have access to case data, they are not responsible for automatically assigning cases to agents.
Option D: Escalation Rules
Escalation Rules are used to escalate cases when certain conditions are met, such as when a case is not resolved within a specified time. Escalation is more about prioritization and handling cases that need attention due to delays or high urgency, not about the initial assignment of cases to agents.

Key Takeaways:

Matching Rules are designed specifically to determine the conditions that a case must meet for automatic assignment to the right agent based on predefined criteria.
These rules ensure that the right resources are used for resolving cases, improving efficiency and customer satisfaction.

By using Matching Rules, ServiceNow helps organizations automate case assignment, ensuring the right agent is assigned to the right case based on specific conditions like skill sets, priorities, or categories.

Question No 10:

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

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]

Correct Answer: A. HR Admin [sn_hr_core.admin]

Explanation:

In ServiceNow, HR Profile data contains sensitive employee information, including personal details, job information, and other confidential HR-related data. It’s crucial to ensure that only authorized users have access to this data to maintain confidentiality and comply with privacy regulations.

Correct Answer and Explanation:

Option A: HR Admin [sn_hr_core.admin]
The HR Admin role (sn_hr_core.admin) is the minimum role required to access confidential HR Profile data in ServiceNow. This role provides full administrative access to all HR-related records and functionality, including the ability to view, modify, and manage HR profiles. As an HR Admin, users can access sensitive information such as employee job history, compensation details, personal information, and more. This role is typically assigned to HR administrators who are responsible for managing and securing confidential HR data within the platform.
The HR Admin role is critical because it ensures that users with this permission level can perform HR-related activities, such as managing employee profiles, handling case data, and ensuring that sensitive employee information is protected in line with company policies and legal requirements.

Why the Other Options Are Incorrect:

Option B: HR Basic [sn_hr_core.basic]
The HR Basic role (sn_hr_core.basic) provides limited access to HR-related functions but does not grant permissions to view confidential HR Profile data. Users with this role can access basic HR-related functionality, such as viewing general HR case information, but they cannot access or manage sensitive employee data.
Option C: LE Admin [sn_hr_le.admin]
The LE Admin role (sn_hr_le.admin) is specific to Learning and Education functionality within ServiceNow. While this role grants permissions related to employee learning records, it does not provide access to confidential HR Profile data, as that falls under the scope of the HR Admin role. The LE Admin role is more focused on managing training and learning modules within the system.
Option D: HR Manager [sn_hr_core.manager]
The HR Manager role (sn_hr_core.manager) provides broader access to HR data than the HR Basic role but still does not include full access to confidential HR Profile data. HR Managers typically have access to employee cases and can manage HR activities, but to access the most sensitive and confidential information in the HR Profile, the user needs to have the HR Admin role.

Key Takeaways:

To view confidential HR Profile data in ServiceNow, the minimum required role is HR Admin [sn_hr_core.admin], as it grants full administrative access to sensitive HR data.
The HR Admin role is designed for HR professionals responsible for managing and securing employee information.
Other roles like HR Manager and LE Admin may have permissions for specific HR-related activities but do not provide access to confidential HR Profile data.

By assigning appropriate roles and ensuring that only authorized individuals have access to sensitive information, ServiceNow helps organizations maintain confidentiality, adhere to privacy laws, and prevent unauthorized data access.