CIS-HR HR System Architecture Practice Test 7 — 15 Questions

Question 1

Which mechanism ensures that an HR Case can only be updated by the assigned HR agent?

Accepted Answer

HR ACLs. HR ACLs (Access Control Lists specific to HR Service Delivery) are the mechanism that restricts who can read, write, create, or delete HR Case records, including limiting updates to the assigned HR agent. They extend ServiceNow's standard ACL model with HR-specific conditions so that only the assigned agent (or authorized roles) can modify the case.

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Data Policies

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Business Rules

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UI Policy

Question 2

Which role is required to manage HR Services and HR Templates?

Accepted Answer

sn_hr_core.admin. The sn_hr_core.admin role is the administrative role for HR Service Delivery Core, granting the ability to manage HR Services, HR Templates, and related configuration. It is the role required to configure and maintain the HR catalog and templates. Other roles like hr_case_reader/writer are transactional and do not include configuration rights.

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itil

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hr_case_reader

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hr_case_writer

Question 3

When configuring HR Service Delivery, which table should be used to store data about the organization's HR locations?

Accepted Answer

cmn_location. The cmn_location table is the correct table to store data about the organization's HR locations. In ServiceNow, cmn_location is the standard table for locations across all applications, including HR Service Delivery. It stores location details such as name, address, and time zone, and is referenced by HR profiles and cases.

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sn_hr_core_profile

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sn_hr_core_case

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sn_hr_core_location

Question 4

You want to automate the assignment of HR cases based on the employee's location. Where should this logic be configured?

Accepted Answer

HR Assignment Rules. HR Assignment Rules in ServiceNow HR Service Delivery are the mechanism for automatically assigning HR cases based on conditions such as the employee's location, department, or HR service. Administrators create assignment rules with conditions (e.g., 'Location is New York') and specify the assignment group or user, and the system evaluates these rules when a case is created. This is the correct place to configure location-based routing logic.

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HR Service

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HR Template

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HR Profile

Question 5

Which THREE components are involved in the standard HR case lifecycle routing process?

Accepted Answer

HR Service. In the standard HR case lifecycle routing process, the HR Service (A) is the foundational component because it defines the HR catalog item and carries the routing configuration that determines how an HR case is handled. Assignment Rules (C) are involved because they evaluate conditions on the HR case (such as HR service, subject person, or other field values) to determine the correct assignment group. Assignment Groups (D) are the destination of routing, as the rules assign the HR case to the appropriate group of HR agents who will work it. The HR Template (B) is used to pre-populate case fields and tasks, not to route the case, and HR Criteria (E) is a condition-building element used within rules or services rather than a standalone routing component in the lifecycle.

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HR Template

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HR Criteria

Question 6

Which TWO features in Employee Center help users find relevant HR info?

Accepted Answer

Knowledge Bases. Knowledge Bases (A) are correct because Employee Center surfaces published knowledge articles through search, topic pages, and the Knowledge Center widget, letting employees self-serve HR policies, benefits, and how-to content. Catalog Items (D) are correct because HR requests and services are exposed as catalog items in Employee Center, so users can browse or search the catalog to find and submit the relevant HR request. HR Cases (B) are incorrect because they are the records agents work on to resolve employee inquiries, not a discovery feature for finding HR information. Assignment Rules (C) are incorrect because they are backend routing logic that determines who handles a case or task, not a user-facing way to locate HR content. HR Profile (E) is incorrect because it displays an individual employee's own HR data rather than helping users search for and discover relevant HR information.

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HR Cases

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Assignment Rules

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HR Profile

Question 7

Which THREE tables are part of the standard HR Service Delivery data model?

Accepted Answer

sn_hr_core_profile. The HR Service Delivery data model is built on the sn_hr_core application scope, and sn_hr_core_profile (A) is the correct table because it stores the HR profile record that extends a user with HR-specific attributes such as employee number and HR-critical data. sn_hr_core_task (C) is correct because it is the base task table for HR work items, from which HR case tasks and other HR task types are extended. sn_hr_core_case (D) is correct because it is the core HR case table that holds employee HR requests and is extended by specialized case types like sn_hr_core_case_payroll and sn_hr_core_case_relations. The incident table (B) belongs to IT Service Management (ITSM) for IT incidents, not HR Service Delivery, and sys_user (E) is a foundational platform table for user records rather than an HR-specific table, so neither is part of the standard HR Service Delivery data model.

Answer

incident

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sys_user

Question 8

Which TWO roles are typically required for an HR Agent to perform their job?

Accepted Answer

sn_hr_core.reader. The two roles typically required for an HR Agent are sn_hr_core.reader (A) and sn_hr_core.case_writer (C). The sn_hr_core.reader role grants read access to HR core data such as HR profiles, cases, and related records, which an HR Agent needs to view employee information and case details. The sn_hr_core.case_writer role allows the agent to create, update, and work on HR cases, which is essential for handling employee inquiries and resolving cases. Together, these roles provide the necessary read and write access for an HR Agent's daily responsibilities. The itil (B) role is for IT service management and is not specific to HR case management. The sn_hr_core.admin (D) role is for HR administrators who configure the HR application, not for agents performing case work. The admin (E) role is a system administrator role with broad platform privileges, far beyond what an HR Agent requires.

Answer

itil

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sn_hr_core.admin

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admin

Question 9

Which THREE types of information are stored in an HR Profile?

Accepted Answer

Job details. An HR Profile in ServiceNow stores core employee attributes, and Job details (A) are correct because the profile holds employment-specific fields such as job title, department, manager, employment type, and hire date. Location information (C) is correct because the profile records the employee's work location, building, and related site data used for HR and facilities processes. Personal data (E) is correct because the profile contains the user's personal and contact information, such as name, address, phone, and emergency contacts. Case history (B) is not stored in the HR Profile itself; HR cases are separate records linked to the employee via the HR case table. Workflow logs (D) are not part of the HR Profile; workflow and approval activity is tracked in workflow context and audit tables, not in the profile record.

Answer

Case history

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Workflow logs

Question 10

Which TWO items can be controlled by HR Criteria?

Accepted Answer

Knowledge articles. HR Criteria in ServiceNow HR Service Delivery are used to dynamically determine which Knowledge articles (option B) and Catalog items (option C) are visible to an employee, based on conditions such as the user's HR profile, location, employment type, or other user attributes. Knowledge articles are surfaced through the HR Service Portal's knowledge base widgets, where HR Criteria filter which articles a given user can see. Catalog items are similarly filtered in the HR catalog so that only items matching the user's criteria are displayed. HR Tasks (A), HR Templates (D), and HR Profiles (E) are not controlled by HR Criteria; HR Profiles actually supply the attribute data that HR Criteria evaluate against, rather than being filtered by them.

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HR Tasks

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HR Templates

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HR Profiles

Question 11

Which THREE of these are valid HR Service Delivery components?

Accepted Answer

HR Template. In ServiceNow HR Service Delivery, the core catalog-building components are HR services, HR templates, and HR tasks. Option B (HR Template) is correct because HR templates define reusable sets of HR tasks and associated fields that can be applied when creating HR cases or services, standardizing fulfillment. Option D (HR Service) is correct because an HR service is the published catalog item that employees request (for example, onboarding or leave requests) and is the central unit of HR Service Delivery. Option E (HR Task) is correct because HR tasks are the individual actionable work items assigned to fulfillers that make up the fulfillment process for an HR service or template. Option A (HR Incident) is not a valid HR Service Delivery component; HR cases, not HR incidents, are the record type used, and 'HR Incident' is not a standard component. Option C (HR Module) is not a valid component either; while HR Service Delivery is delivered as an application/plugin with modules in the navigation, 'HR Module' is not one of the defined HR Service Delivery components.

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HR Incident

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HR Module

Question 12

A global HR team wants to route employee inquiries about payroll, benefits, and leave to the correct regional HR agents automatically, based on the employee's work location. Which HRSD component should be configured to meet this requirement?

Accepted Answer

HR Criteria records that define conditions on the HR Profile. HR Criteria are condition records evaluated against the HR Profile, making them the right tool for routing based on employee attributes such as work location. By defining criteria for each region, the system can automatically assign cases to the correct HR agents, ensuring payroll, benefits, and leave inquiries reach the appropriate regional team without manual intervention.

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HR Service Categories used to group services in the Employee Center

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HR Service SLAs that define response and resolution targets

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HR Task Templates that pre-populate tasks for a service

Question 13

A global HR team wants to ensure that when an employee in the United Kingdom raises an HR case about a payroll discrepancy, the case is automatically assigned to the UK payroll team and uses the UK-specific payroll service. The HR system already has HR services defined for both the United States and the United Kingdom. Which configuration should the HR administrator implement to achieve this automatic routing and service selection?

Accepted Answer

Create a HR criteria record that matches on the employee's country (United Kingdom) and associate it with the UK payroll HR service.. HR criteria are the standard mechanism in HR Service Delivery to automatically evaluate employee attributes and select the appropriate HR service and assignment group. By defining criteria that match on country, the system can dynamically route cases to the correct team and apply the correct service, ensuring consistency and reducing manual effort.

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Create a UI policy that makes the 'HR service' field mandatory and filters the choices based on the employee's country.

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Configure an assignment rule on the HR case table that routes cases based on the 'Country' field on the HR profile.

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Write a business rule on the HR case table that checks the employee's location and sets the assignment group to the UK payroll team.

Question 14

An HR administrator needs to ensure that when an employee submits a tuition reimbursement request, the case automatically creates a task for the employee's manager to approve and a task for the HR agent to process payment. Which HRSD feature should be used?

Accepted Answer

HR Task Templates attached to the HR Service. HR Task Templates are designed to automatically generate a predefined set of tasks when a case is created for an HR service. Attaching a template to the tuition reimbursement service ensures that both the manager approval and the payment processing tasks are created consistently, providing a repeatable and auditable process.

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HR Service Level Agreements for response targets

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HR Service Categories with child services

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HR Criteria that match employee attributes

Question 15

A global HR team is implementing HR Service Delivery for a company with employees in multiple countries. Each country has its own set of HR services, and the team needs to ensure that employees only see services relevant to their location. The HR administrator must configure the system to automatically present the correct services based on the employee's country. Which HRSD feature should be used to achieve this?

Accepted Answer

HR Criteria. HR Criteria are designed to evaluate user attributes and determine access to HR services, catalog items, and knowledge. In a multi-country scenario, criteria based on the employee's country ensure that only relevant services are displayed, providing a tailored experience. This approach is scalable and aligns with HRSD's personalization capabilities.

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User Criteria

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HR Service Categories

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Assignment Rules