ServiceNow CIS-HRSD flashcards

32 cards. Read the term and the definition here. The deck at the top of this page is optional.

HR profile

sn_hr_core_profile record storing employee HR data such as hire date, job, location, department, employment status, and manager. It links to the platform user record and is read by HR criteria when targeting services or content.

sn_hr_core_case

The base HR case table, which extends task. Every HR case type is a table extension of it, inheriting the same fields, state model, and access-control behavior.

HR criteria

Condition-based or scripted records that determine which employees a service, catalog item, knowledge article, or lifecycle event applies to. Failing the criteria hides the item from the employee.

Employee Service Center

The Service Portal experience where employees search HR knowledge, order HR services, track their own cases, view their HR profile, and complete lifecycle activities assigned to them.

HR agent role

Role required to work HR cases and tasks in HR Agent Workspace; actual case visibility is further limited by assignment group membership, COE, and confidential-case rules.

HR service

sn_hr_core_service record defining one type of HR request. It determines the case type, COE, category, default template, eligibility criteria, and fulfillment flow used at case creation.

Center of Excellence

HR organizational grouping such as HR Operations, Total Rewards, Talent Acquisition, or Employee Relations. It owns HR services and the assignment groups whose agents fulfill the resulting cases.

HR case template

Reusable definition that prefills case fields and auto-generates HR tasks with assignment groups, assignees, short descriptions, and due-date offsets at the moment a case is created.

HR task

Child record of an HR case representing one unit of fulfillment work. It may be internal to an HR group or an employee task assigned to the subject person for documents or information.

Service eligibility versus catalog visibility

HR criteria on the HR service decide who is eligible to receive the request; criteria on the catalog item decide who sees it in the catalog. Misalignment hides items from eligible employees.

HR catalog item

A sc_cat_item record that references an HR service. Submitting it creates an HR case instead of a standard service catalog request, carrying the service's template and task list.

HR category

Taxonomy record (sn_hr_core_category) that groups HR services and drives navigation menus and search facets inside the Employee Service Center catalog.

Variable-to-case mapping

Catalog variables reach the HR case only through the case template or a script that maps them to case fields; unmapped variables stay on the request and are invisible to agents on the case.

Deactivating catalog items

Deactivation hides an HR catalog item from the Employee Service Center while preserving references from historical cases and requests. Deleting the item instead breaks those references.

Multiple items, one service

Configuration pattern where several catalog items reference the same HR service to capture different intents, each attaching its own case template, variable set, and task list.

Opened for and opened by

Opened for is the subject person the case concerns; opened by is the requester. Both relationships grant case access, and agents can create cases on behalf of an employee.

Confidential HR case

A case flagged confidential, limiting visibility to the assigned agent, explicitly added users, and HR administrators. It is excluded from broad searches, dashboards, and reports.

HR inquiry

Lightweight record for simple employee questions that are answered and closed by an agent or deflected with knowledge, without the full multi-task case fulfillment workflow.

Advanced Work Assignment

Routing engine that pushes HR cases and tasks to agent inboxes based on service channels, skills, capacity, and availability, replacing manual or rule-based assignment.

HR case state model

States defined per case type that move a case from new through work in progress and awaiting information to resolved and closed; closure generally requires a resolution code.

Case transfer

Moving a case to another agent, assignment group, or COE while keeping the same case number, activity history, and SLA records on the original record.

Knowledge article states

Draft, review, published, and retired. Only published articles appear in Employee Service Center search results and can be attached as suggested articles to HR cases.

can_read_user criteria

User criteria controlling read access at the knowledge base and article level. Employee Service Center search honors it, so a published article may still be invisible to a given employee.

Article feedback flag

When an employee or agent flags an article as unhelpful, a feedback record is routed to the knowledge owner, who can revise, retire, or re-target the article.

HR knowledge base

A dedicated knowledge base for HR content, configured with HR ownership groups, user criteria, and HR criteria, surfaced in ESC search, topics, and case suggested articles.

Ask HR channel

Conversational Virtual Agent channel inside the Employee Service Center where employees ask questions, receive knowledge-based answers, or hand off to create an HR case.

Lifecycle event

Record representing a journey such as onboarding, offboarding, or leave. It generates a lifecycle case plus a schedule of activities across departments, timed relative to the event date.

Activity set

Reusable bundle of lifecycle activities that can be attached to several event types, avoiding duplicated configuration of the same onboarding or offboarding steps.

Due date offset

Days before or after the lifecycle event date when an activity is due. Negative offsets schedule prerequisites, positive offsets schedule follow-ups such as a 30-day check-in.

Coalesce on employee number

Transform map behavior that matches incoming worker records to existing HR profiles by employee ID, so integrations update records rather than creating duplicate employee profiles.

HR integration spoke

IntegrationHub spoke containing prebuilt actions and flows for an HCM system, used to pull worker, job, and organizational data into HR profiles and user records.

HR case volume indicator

Performance Analytics indicator counting HR cases created per period, typically split by HR service, COE, and intake channel to show demand and self-service deflection.