Question 1: Correct

The recommended value for “Caller Access” field in the production environment is:

Deny Caller

Allow Caller

Caller Restriction

(Correct)

Caller Tracking
Question 2: Correct
Which table does the Lifecycle Events [sn_hr_le_case] table extend from?

HR Core Case [sn_hr_core_case]

(Correct)

HRIT Operations Case [sn_hr_core_case_operations]

Talent Management [sn_hr_core_talent_management]

Task [sc_task]
Question 3: Correct
Which one of the following is NOT required to configure a service for “Employee Self-
Service”?


 Record Producer

HR Criteria

(Correct)

Topic Detail

View
Question 4: Correct
Which field is used to store the users to send the survey to?

User field

(Correct)

Assigned to

Survey user

Send to
Explanation
When you define a survey, you can specify a Trigger Condition for it where you can specify
the user who will receive the survey by setting the User Field. For example, you can define
the Trigger Condition on the creation of record in the Customer Case table and then in the
User Field specify that it will be sent to the "Opened by" field of the case table.
Question 5: Correct
Which of the following dashboards are supported out-of-the-box with HR Core plugin.
(select 3 answers)


 Onboarding Dashboard

Talent Management Dashboard

Overview

(Correct)

Manager Dashboard

(Correct)

HR Case Dashboard

(Correct)

HR SLA Dashboard
Question 6: Correct
Which one of the following roles is recommended to be removed from the System Admin at
production instance?

HR Manager

HR Agent

HR Admin

(Correct)
 

Profile Reader
Question 7: Correct
All HR tables are in “Human Resources: Core” application scope except:

Lifecycle Events

(Correct)

Talent Management

Employee Relations

Payroll
Question 8: Correct
In order to create a new lifecycle event service you need to:

Add a new record only to HR Service tables

Add a new record to HR Lifecycle Event and HR Template tables

Add a new record only to HR Lifecycle Event tables

Add a new record to HR Lifecycle Event and HR Service tables

(Correct)

Question 9: Correct
In Document Management, in order to upload more than a batch of documents you have to:

There is no bulk import feature in Document Management yet

Make use of the Document Management Bulk Import feature but make sure that
the document size is 30 gigabytes or less

Make use of the Document Management Bulk Import feature but make sure that
the document size is 30 kilobytes or less

Make use of the Document Management Bulk Import feature but make sure that
the document size is 30 megabytes or less

(Correct)

Question 10: Correct

What kind of records do HR Requests create?

HR Cases

(Correct)

HR Problems

HR Files

HR Incidents
Question 11: Correct
Knowledge blocks can be hidden based on HR criteria


 True

False

(Correct)

Question 12: Correct

The I18N: Internationalization plugin provides the elements for translating an instance
without any translation preloaded.

False

True

(Correct)

Question 13: Correct

In order to set the email address that will be used for general HR inquiries, you have to:

Add a new record to the “Email Client Configurations” table.

Add a new record to the “Email Accounts” table.

Set the value of “Send all email to this test email address” property in Email
properties.

Set the value of “General email address for HR requests” property in HR

properties.

(Correct)

Question 14: Correct

What makes the actual HR Case assignment?
 

Cases cannot be automatically assigned

Matching Rules

Assignment Rules

(Correct)

ACLs
Question 15: Incorrect
What is the module that is used to manage HR Skills?

Skills List

Skills

Manage HR Skills

(Correct)

HR Skills

(Incorrect)

Question 16: Correct

Which of the following is used to group activities in lifecycle events HR services?


 Activity categories

Activities cannot be grouped

Activity groups

Activity sets

(Correct)

Question 17: Correct

HR Criteria can be set on which level?

Knowledge base level

Article level

Knowledge base level and article level

We should user User Criteria, rather than HR Criteria to determine which

employees can read knowledge base articles

(Correct)

Question 18: Correct

How many client roles are there in the base instance?

5
 

10

(Correct)

1
Question 19: Correct
What is the minimum role that a user should have in order to be able to access Employee
Service Center?

sn_hr_core.basic

sn_hr_sp.hrsp_employee

Any sn_hr_sp.hrsp* is sufficient

(Correct)

sn_hr_sp.basic
Question 20: Correct
According to ServiceNow Implementation process, the delivery plan is finalized in which
stage:

Initiate

Plan

Prepare
 (Correct)

Examine
Question 21: Correct
If a knowledge base has no user criteria selected, articles within that knowledge base are
available to all users with roles.

False

True

(Correct)

Question 22: Correct

HR Request Satisfaction Survey is provided out-of-the-box when enabling Human
Resources: Core plugin

False

True

(Correct)

Question 23: Correct

The Document Management plugin is responsible for activating Security and Signature Pad
features

True

False

(Correct)
 Question 24: Correct
Client Role Assignment Rules are used to:

Assign roles to users when certain conditions are met

(Correct)

Assign cases to users when certain conditions are met

Define what are the available client roles

Create new roles for users who want to access the service portal
Question 25: Correct
HR Integration is in which application scope?

Human Resources: Integration

(Correct)

Human Resources: Basic

Global

Human Resources: Core

Question 26: Correct
What is the minimum role that you need to have in order to see confidential HR Profile data?


 HR Manager

(Correct)

HR Admin

HR Specialist

System Admin
Question 27: Correct
If the Match All field is checked on a User Criteria record, the user:

Must satisfy all of the selected criteria to meet the conditions

(Correct)

Must satisfy a majority percentage of the criteria to meet the conditions

Must satisfy at least two of the criteria to meet the conditions

Must satisfy at least one of the criteria to meet the conditions

Question 28: Correct
What is the Center of Excellence?

Table

(Correct)


 None of the above

Portal name

Service Type
Question 29: Correct
User Criteria can be based on: (select all that apply)

Users

(Correct)

Locations

(Correct)

Departments

(Correct)

Groups

(Correct)

Companies

(Correct)


 Roles

(Correct)

Question 30: Correct

According to ServiceNow Implementation process, workshops are conducted in the initiate
stage:

False

(Correct)

True
Question 31: Correct
When HR plugins are activated, the associated Admin role for that plugin is automatically
added to the system Admin.

False

True

(Correct)

Question 32: Correct

Where is a ServiceNow Engagement governed? (select 3)

On the Partner Portal

Customer Production instance

(Correct)


 Separate Engagement instance

(Correct)

In the ServiceNow HI instance

Centralized Services Portal

(Correct)

Question 33: Correct

In order to make an Activity Set trigger 3 days after the creation of the case, I have to set the
“Trigger field” to “Created” and then:

Set the “Date offset type” to “After”, set the “Date offset quantity” field to “3”
and set the “Date offset units” field to “Days”

(Correct)

Set the “Run after” field to “3” and set the Units field to “Days”.

Set the “Run after” field to “3 days”.

Set the “Date offset type” to “After” and set the “Date offset quantity” field to “3
days”
Question 34: Correct
When a new HR Case is received, if skills are utilized, they may also be part of the Matching
and Assignment process.

True

(Correct)
 

False
Question 35: Correct
What is displayed in the Guided Setup Task view?

List of tasks for a specific category

(Correct)

All tasks needed for the setup

Configuration categories and their tasks.

List of forms and properties for a specific task

Question 36: Correct
How many tables are used to store localized content?

(Correct)

7
Question 37: Correct
According to ServiceNow Implementation process, even after the Close stage is finished,
more stories can be added to the backlog

True

(Correct)

False
Question 38: Correct
HR Criteria can be used to determine what an employee can see in the Suggested Reading
section on the Employee Service Center.

True

(Correct)

False
Question 39: Correct
Which plugin should be activated in order to use HR chat queue?

Connect Support

(Correct)

HR Support

Chat Connect

HR Chat Queue
 Question 40: Correct
Which of the following statements is true regarding assignment and matching rules?

Assignment rules are used to assign the case when “Assigned to” is not assigned
from the catalog item template

Matching rules returns a list of potential assignees and assignment rule decides
to which professional it gets assigned

(Correct)

Matching rules are ignored when Assignment rules are defined

Assignment rules are ignored when matching rules are defined

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