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ServiceNow CIS-HRSD study materials
ServiceNow CIS-HRSD study resources

ServiceNow CIS-HRSD practice questions

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Question 1HR Service Delivery fundamentals and architecture

In HR Service Delivery, which record represents a functional HR area, such as Benefits or Payroll, that groups related HR categories and services?

  1. HR service
  2. HR profile
  3. HR category
  4. COE Correct answer.

Explanation

A Center of Excellence (COE) is the top-level organizational grouping in HRSD. HR categories and HR services are organized beneath a COE so agents and employees can navigate by functional HR area.

Question 2HR Service Delivery fundamentals and architecture

Which table stores HR-specific employment information, such as employee number and hire date, for an employee?

  1. sn_hr_core_case
  2. sn_hr_core_profile Correct answer.
  3. sys_user
  4. sn_hr_core_service

Explanation

The HR profile extends an employee's platform identity with HR data used for eligibility, case context, and reporting. It references the user record rather than replacing it.

Question 3HR Service Delivery fundamentals and architecture

Which interface is intended for employees to search HR knowledge and submit HR requests without agent involvement?

  1. HR Agent Workspace
  2. Service Operations Workspace
  3. Employee Center Correct answer.
  4. Flow Designer

Explanation

Employee Center is the self-service portal where employees browse knowledge, request services, and track their cases. HR Agent Workspace and Service Operations Workspace are agent-facing.

Question 4HR Service Delivery fundamentals and architecture

When an employee submits an HR service request from Employee Center, which record is created directly for fulfillment?

  1. A standard change request
  2. A service catalog request and requested item
  3. A problem record
  4. An HR case Correct answer.

Explanation

HR services are built to create HR cases directly, so the case becomes the record of work for the HR team. This differs from standard catalog fulfillment, which uses request and requested-item records.

Question 5HR Service Delivery fundamentals and architecture

Which field on an HR case identifies the employee about whom the case is being raised?

  1. Requested for field
  2. Subject person Correct answer.
  3. Caller identity field
  4. Opened by user field

Explanation

HR cases use the Subject person field to reference the employee's HR profile. This keeps the case centered on the person receiving the HR service.

Question 6HR Service Delivery fundamentals and architecture

Which workspace is purpose-built for HR agents to manage cases, view contextual employee information, and use response templates?

  1. Service Operations Workspace
  2. Employee Center
  3. UI Builder
  4. HR Agent Workspace Correct answer.

Explanation

HR Agent Workspace gives HR agents a focused environment with case lists, record pages, contextual employee data, and response tools. It is not the employee-facing portal.

Question 7HR Service Delivery fundamentals and architecture

What is the primary purpose of HR criteria in HRSD?

  1. To encrypt sensitive HR profile fields at rest
  2. To route cases to the correct assignment groups automatically
  3. To define the service level agreement schedules used by cases
  4. To determine employee eligibility for services and content Correct answer.

Explanation

HR criteria evaluate attributes such as department, location, or employment status to include or exclude employees. They are used to target HR services, content, and lifecycle experiences to the right population.

Question 8HR Service Delivery fundamentals and architecture

An HR service is configured with HR task templates. What happens when a case is created from that service?

  1. The templates are attached to the case as knowledge articles
  2. A catalog task is created for each template
  3. The case is automatically closed after creation
  4. HR tasks are generated and linked to the case Correct answer.

Explanation

Task templates on an HR service define the fulfillment steps that should be created for each new case. The resulting HR tasks are linked to the case and assigned for completion.

Question 9HR Service Delivery fundamentals and architecture

How does HR Knowledge Management control which employees can read a particular HR knowledge article?

  1. By assigning the article to an assignment group that supports it
  2. By adding the article to a service catalog category
  3. Through user criteria configured on the knowledge base or article Correct answer.
  4. By setting the article state to Published and valid

Explanation

Knowledge visibility is governed by user criteria that match users against defined conditions. Publishing an article makes it available, but user criteria decide who can actually see it.

Question 10HR Service Delivery fundamentals and architecture

Which capability routes HR cases to agents based on factors such as skills, capacity, and availability?

  1. Workflow Editor configuration
  2. Journey Designer activity
  3. Advanced Work Assignment Correct answer.
  4. HR criteria set targeting

Explanation

Advanced Work Assignment uses agent skills, capacity, and availability to push work to the best-suited agent. It is the routing engine rather than a form-design or journey tool.

Question 11HR Service Delivery fundamentals and architecture

Which HRSD capability provides structured, multi-step onboarding and offboarding experiences with sequenced activities?

  1. HR Knowledge Management
  2. Advanced Work Assignment
  3. Lifecycle events Correct answer.
  4. Document Templates

Explanation

Lifecycle events model transitions such as onboarding and offboarding, and Journey Designer assembles the activities that must occur. Activities can include tasks, approvals, content, and forms for the employee or supporting teams.

Question 12HR Service Delivery fundamentals and architecture

What is the role of Document Templates in HRSD?

  1. To store attachments and files that are linked to HR cases
  2. To define the HR service category hierarchy for navigation
  3. To route approval tasks to managers for case sign-off
  4. To generate formatted documents from case data Correct answer.

Explanation

Document templates merge case and profile data into formatted PDFs, such as letters or forms. They can be used within HR processes and may support e-signature steps.

Question 13HR Service Delivery fundamentals and architecture

Which role is typically required for a user to work HR cases as an HR agent?

  1. sn_hr_core.employee role
  2. sn_hr_core.admin role
  3. itil role
  4. sn_hr_core.agent role Correct answer.

Explanation

The sn_hr_core.agent role grants access to HR case-management functions used by HR agents. The employee role is for self-service, and the admin role is for configuration.

Question 14HR Service Delivery fundamentals and architecture

Where is an HR service positioned in the HRSD organizational hierarchy?

  1. Under an assignment group configured for HR
  2. Directly under an employee's HR profile record
  3. Under a knowledge base used by HR agents
  4. Under an HR category within a COE Correct answer.

Explanation

HR services are organized by category, and each category belongs to a COE. This hierarchy drives navigation and reporting for HR offerings.

Question 15HR Service Delivery fundamentals and architecture

How is an HR profile typically created for an employee?

  1. It is generated the first time the employee opens an HR case
  2. It is imported only through a scheduled spreadsheet load
  3. The employee creates it manually on first login to Employee Center
  4. It is created automatically when the HR employee role is granted Correct answer.

Explanation

A business rule creates an HR profile when a user receives the HR employee role. This ensures the employee has an HR record before requesting services or being the subject of a case.

Question 16HR Service Delivery fundamentals and architecture

What does the Awaiting Info state on an HR case indicate?

  1. The case is queued for Advanced Work Assignment routing
  2. The case is waiting for an assignment group to be created
  3. The team is waiting on the employee for more information Correct answer.
  4. The case has been closed and archived by the system

Explanation

Awaiting Info signals that the HR team needs additional details from the employee or another party before work can continue. It is a paused work state, not a closed or unassigned state.

Question 17HR Service Delivery fundamentals and architecture

An HR service should be visible only to employees in the Sales department. Which configuration best implements this requirement?

  1. An HR criterion on the service's applicable-for setting Correct answer.
  2. A before query business rule that filters the HR case table
  3. An ACL configured on the HR profile table for Sales users
  4. A timer activity added to the service workflow

Explanation

HR criteria evaluate employee attributes and can be applied to a service so only matching employees see or request it. This is the declarative eligibility mechanism rather than a query or access-control workaround.

Question 18HR Service Delivery fundamentals and architecture

When an HR case is created, where does its default assignment group usually come from?

  1. The HR service record Correct answer.
  2. The subject person's manager
  3. The case priority
  4. The linked HR knowledge article

Explanation

The HR service defines default handling, including the assignment group used for new cases. Agents can reassign cases later, but the service provides the initial routing.

Question 19HR Service Delivery fundamentals and architecture

How can an HR service collect structured information from an employee at request time?

  1. By creating an HR criteria set for the service
  2. By linking a questionnaire to the HR service Correct answer.
  3. By attaching a PDF to the service record
  4. By adding a task template to the service

Explanation

A questionnaire attached to an HR service presents questions to the employee when the service is requested. The answers are stored with the case for the HR team to use.

Question 20HR Service Delivery fundamentals and architecture

Which table stores the individual work items generated to fulfill an HR case?

  1. sn_hr_core_coe
  2. sn_hr_core_service
  3. sn_hr_core_profile
  4. sn_hr_core_task Correct answer.

Explanation

HR tasks are the child work items that fulfill the steps of an HR case. They are stored separately from the case and can be assigned to different fulfillers.

Question 21HR Service Delivery fundamentals and architecture

Which statement best describes how HR services differ from standard service catalog items?

  1. HR services are stored in the standard sc_cat_item table
  2. HR services create cases; catalog items create requests Correct answer.
  3. HR services cannot be presented with questionnaires to employees
  4. HR services always require a change request before fulfillment

Explanation

HRSD uses a case-centric model: requesting an HR service creates an HR case, not a request/requested-item pair. Standard catalog items follow the request model with requested items for each item ordered.

Question 22HR Service Delivery fundamentals and architecture

Which HRSD component provides dashboards and indicators for HR case trends and agent performance?

  1. HR Performance Analytics Correct answer.
  2. Advanced Work Assignment engine
  3. Document Templates
  4. Journey Designer

Explanation

HR Performance Analytics uses indicators, breakdowns, and dashboards to measure HR service performance and trends. It is an analytics layer rather than a process or document tool.

Question 23HR Service Delivery fundamentals and architecture

What is an HR criteria set used for?

  1. To define the allowed state transitions for HR cases
  2. To store employee documents generated from document templates
  3. To group HR services into categories for portal navigation
  4. To combine multiple criteria with AND/OR logic Correct answer.

Explanation

An HR criteria set lets administrators combine several criteria and apply logical operators to them. The set can then target services, content, or lifecycle events to a precisely defined population.

Question 24HR Service Delivery fundamentals and architecture

In Journey Designer, which item represents a step assigned to a person or group within a journey?

  1. A service level agreement
  2. An activity Correct answer.
  3. A user criteria record
  4. A knowledge block

Explanation

Journeys are composed of activities, and each activity defines the work or content for a step. Activities can be assigned to employees, managers, or HR teams and are sequenced in the journey.

Question 25HR Service Delivery fundamentals and architecture

How is an HR profile related to a platform user record?

  1. It replaces the user record for HR employees
  2. It references the user and adds HR fields Correct answer.
  3. It stores only the user's password and roles
  4. It is a child record of the HR case table

Explanation

The HR profile references sys_user and extends it with HR attributes used in case handling and eligibility. The platform user record remains the identity record for authentication and core data.

Question 26HR Service Delivery fundamentals and architecture

Within HR Service Delivery, what is a Center of Excellence (COE)?

  1. A routing rule that assigns cases based on agent skills and availability
  2. A portal page where employees update their personal information
  3. A functional HR domain that groups related case types and services Correct answer.
  4. A report that ranks HR agents by the number of closed cases

Explanation

A Center of Excellence is an organizational construct that groups related HR case types and services by functional HR domain, such as benefits, payroll, or employee relations. It shapes how services and cases are categorized and reported, but it does not route work or control portal content.

Question 27HR Service Delivery fundamentals and architecture

Which interface is intended for employees to browse HR services, read HR knowledge, and submit and track their own HR requests?

  1. Agent Workspace for HR, where fulfillers work cases
  2. The HR criteria record used to determine eligibility
  3. Employee Center, the employee-facing portal experience Correct answer.
  4. Journey Designer, where journeys are authored

Explanation

Employee Center is the employee-facing portal where people browse HR services, read published HR knowledge, and submit and track their own cases. Agent Workspace and Journey Designer are fulfiller- and administrator-facing tools.

Question 28HR Service Delivery fundamentals and architecture

On an HR case, what does the Subject person field identify?

  1. The employee the case is about Correct answer.
  2. The agent who is currently working the case
  3. The approver who must sign off on the request
  4. The HR group responsible for fulfilling the request

Explanation

The Subject person is the individual the case is about, and it can reference someone who is not a platform user, such as a candidate or a dependent. Case details, documents, and communications are anchored on that person.

Question 29HR Service Delivery fundamentals and architecture

An HR case is set to the state Closed Complete. What does this state indicate?

  1. The case has been cancelled at the employee's request
  2. The case is assigned but no agent has started work
  3. Work on the case is paused while the employee provides more details
  4. The requested work was finished and the case was resolved Correct answer.

Explanation

Closed Complete indicates that the requested work was performed and the case was resolved. Other closed states, such as Closed Incomplete or Cancelled, indicate work that was not completed as requested.

Question 30HR Service Delivery fundamentals and architecture

An HR agent opens a case about a sensitive employee relations matter. Which configuration restricts the case so that only authorized users can view it?

  1. Select the Confidential option on the HR case record Correct answer.
  2. Add the employee to the Watch list on the case
  3. Move the case to an HR service category marked internal
  4. Change the case state to Awaiting Info

Explanation

HR cases include a Confidential option; when it is set, access is restricted to users with the appropriate roles and case relationship rather than to HR staff generally. State changes, watch lists, and service categories do not restrict record access.

Question 31HR Service Delivery fundamentals and architecture

What is the primary purpose of an HR case template?

  1. To store the knowledge articles used to resolve a case
  2. To define which employees can see an HR service in the portal
  3. To generate the PDF offer letter attached to an onboarding case
  4. To prefill fields and tasks for a recurring request type Correct answer.

Explanation

An HR case template stores predefined field values and related records, such as tasks, that are applied to a new case so a repeatable situation is handled consistently. Document templates produce documents, and HR criteria govern service visibility.

Question 32HR Service Delivery fundamentals and architecture

How is Predictive Intelligence typically used in HR Service Delivery?

  1. To schedule the journeys assigned to new hires
  2. To replace HR criteria when deciding which employees are eligible for a service
  3. To encrypt confidential case records at rest
  4. To suggest categories or assignment groups from past cases Correct answer.

Explanation

Predictive Intelligence for HR learns from historical case data to suggest classifications such as category, assignment group, or priority, and it can surface sentiment. It does not encrypt records, replace eligibility criteria, or schedule journey activities.

Question 33HR Service Delivery fundamentals and architecture

Which role is required to create HR services, HR criteria, and case templates in an HRSD instance?

  1. sn_hr_core.admin Correct answer.
  2. sn_hr_core.manager
  3. sn_hr_core.agent
  4. sn_hr_core.basic

Explanation

Configuring HRSD building blocks such as HR services, HR criteria, and case templates requires the HRSD administrator role. Agent, basic, and manager roles are functional roles for working cases, self-service, or team oversight.

Question 34HR Service Delivery fundamentals and architecture

Which record backs an HR service so that it appears as a requestable item in Employee Center?

  1. An HR task template linked to the service
  2. An approval workflow linked to the HR service
  3. A document template linked to the service
  4. A published catalog item linked to the HR service Correct answer.

Explanation

An HR service reaches employees through a catalog item; the catalog item defines the questions employees answer and must be available in the catalog for the service to appear and be requestable. Task and document templates support fulfillment but do not make a service requestable.

Question 35HR Service Delivery fundamentals and architecture

How should an administrator organize a large number of HR services so employees can browse them easily in Employee Center?

  1. Assign each service to an HR service category Correct answer.
  2. Rely on HR criteria to sort the services alphabetically
  3. Create a separate COE for every service
  4. Place every service in a single flat list

Explanation

HR service categories group related services so employees can browse and locate them in the portal. Creating a COE per service or presenting a single flat list works against findability, and HR criteria control eligibility rather than ordering.

Question 36HR Service Delivery fundamentals and architecture

Which HRSD capability reduces the number of submitted HR cases by answering common questions before an employee completes a request?

  1. HR task templates applied after the case is created
  2. Confidential case handling
  3. Advanced Work Assignment
  4. Knowledge deflection in the employee portal Correct answer.

Explanation

Knowledge deflection presents relevant HR knowledge articles to employees while they are in the portal, so common questions are answered before a case is submitted. Task templates, confidentiality settings, and assignment logic all act after a case exists.

Question 37HR Service Delivery fundamentals and architecture

An HR agent wants to record an internal note on a case that the employee must not see. Which field should the agent use?

  1. Description
  2. Additional comments
  3. Short description
  4. Work notes Correct answer.

Explanation

Work notes are internal and visible to fulfillers, while additional comments are customer-visible and are surfaced to the employee in the portal. Short description and description are case summary fields that the requester can see.

Question 38HR Service Delivery fundamentals and architecture

Which sequence best describes the HRSD flow from an employee request to fulfilled work?

  1. Case created, tasks generated, tasks worked, case closed Correct answer.
  2. Task created, case generated, journey closed, request approved
  3. Catalog item approved, journey created, task closed, case reopened
  4. HR criteria set, document template added, case closed, task created

Explanation

A request produces an HR case, and the case's task templates generate HR tasks that fulfillers work. The case remains open until the work is done and an agent resolves and closes it.

Question 39HR Service Delivery fundamentals and architecture

Why does HRSD maintain HR attributes such as job, department, and employment type on the HR profile instead of only on the platform user record?

  1. HR data supports service eligibility and is maintained by HR Correct answer.
  2. HR profiles automatically replace user records once HRSD is installed
  3. The user record cannot store text fields for an employee
  4. HR criteria only evaluate data entered on the case form

Explanation

The HR profile holds HR-specific attributes that drive HR criteria and service eligibility while remaining under HR's control. The platform user record continues to handle authentication and core identity, and the profile references it rather than replacing it.

Question 40HR Service Delivery fundamentals and architecture

How is an HR case attributed to a Center of Excellence?

  1. Through the employee's HR criteria record at the time of hire
  2. Through the case type of the HR service used to create it Correct answer.
  3. Through the document template attached during fulfillment
  4. Through the assignment group chosen by the agent at closure

Explanation

HR case types are organized under a COE, and each HR service references a case type, so cases created from that service are attributed to the owning COE. Assignment groups and templates affect how the case is handled, not which COE owns it.

Question 41HR services, HR catalog, and service configuration

Which record links an HR service to the catalog item that employees submit to request the service?

  1. HR criteria
  2. HR catalog item Correct answer.
  3. HR template
  4. HR profile

Explanation

An HR service is configured with a related HR catalog item, and that item is what employees submit from the portal. Submitting the item creates a case using the service configuration. The other records support eligibility, case prefilling, and employee data rather than the request entry point.

Question 42HR services, HR catalog, and service configuration

What is the primary role of an HR service category?

  1. To group HR services for navigation in the HR portal Correct answer.
  2. To define approval workflows for cases
  3. To store employee profile data for criteria
  4. To set SLA targets for services

Explanation

HR service categories provide the organizational structure employees browse in the HR portal. They group related services so users can find them by topic. They do not hold profile data, approvals, or SLA targets.

Question 43HR services, HR catalog, and service configuration

What do HR criteria define in HR Service Delivery?

  1. The assignment group that owns a case
  2. The tasks included in an HR template
  3. The catalog variables shown on a request
  4. Conditions that determine who qualifies for a service Correct answer.

Explanation

HR criteria are condition records evaluated against employee data, such as HR profile fields. They determine whether a service or lifecycle event applies to a given employee. They do not define template tasks, catalog variables, or assignment ownership.

Question 44HR services, HR catalog, and service configuration

Where is employee-specific HR data such as hire date and employment type stored for use by HR criteria?

  1. On the HR service record
  2. On the HR profile Correct answer.
  3. On the HR catalog item
  4. On the HR template

Explanation

The HR profile extends a user record with HR-relevant data used by criteria and lifecycle events. Fields such as hire date, employment type, and department are maintained there. HR services, templates, and catalog items do not store per-employee profile data.

Question 45HR services, HR catalog, and service configuration

What does an HR template provide when applied to an HR case?

  1. An SLA definition for the case
  2. A set of HR criteria for eligibility
  3. A catalog item for employee submission
  4. Predefined case field values and associated tasks Correct answer.

Explanation

An HR template supplies reusable default values for case fields and can include a list of tasks to create with the case. It standardizes handling for common situations. Templates do not determine eligibility, serve as the request item, or define SLAs.

Question 46HR services, HR catalog, and service configuration

Which table stores HR cases in HR Service Delivery?

  1. sn_hr_core_profile
  2. sn_hr_core_service
  3. sn_hr_core_task
  4. sn_hr_core_case Correct answer.

Explanation

HR cases are stored in the sn_hr_core_case table. HR tasks, HR profiles, and HR service definitions use separate tables. Case records hold the details, state, assignment, and related work for an employee request.

Question 47HR services, HR catalog, and service configuration

In Employee Center, how are HR services typically presented to employees?

  1. As assignment groups
  2. Under HR service categories in the HR menu Correct answer.
  3. As knowledge articles only
  4. As system properties

Explanation

Employees browse HR services through the HR menu, organized by HR service categories and subcategories. This gives a topic-based navigation experience. Knowledge articles and assignment groups serve different purposes.

Question 48HR services, HR catalog, and service configuration

What is the purpose of variable mapping on an HR catalog item?

  1. To define eligibility criteria
  2. To set SLA targets
  3. To assign the case to an HR agent
  4. To copy catalog answers into HR case fields Correct answer.

Explanation

Variable mapping connects questions on the HR catalog item to fields on the resulting HR case. When an employee submits the item, the answers populate the mapped case fields. This reduces manual entry and keeps case data consistent.

Question 49HR services, HR catalog, and service configuration

What does the Assignment group field on an HR service control?

  1. The portal category where the service appears
  2. The template applied to the case
  3. The default group that owns cases created for the service Correct answer.
  4. The criteria used to qualify employees

Explanation

The assignment group on the HR service determines the default ownership of cases generated from that service. This routes work to the correct HR team. Portal placement, eligibility, and templates are controlled by other configuration fields.

Question 50HR services, HR catalog, and service configuration

What is the role of the Center of Excellence (COE) field on an HR service?

  1. It defines the catalog item variables
  2. It determines the template tasks
  3. It stores the employee's HR profile
  4. It identifies the HR domain that handles the service's cases Correct answer.

Explanation

The COE field identifies the HR center of excellence or domain responsible for the service, such as benefits or employee relations. It supports routing and reporting by HR domain. It does not define variables, profiles, or template tasks.