CIS-HR Multiple Select — 40 Questions

Question 1

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.

Answer

HR Tasks

Answer

HR Templates

Answer

HR Profiles

Question 2

Which THREE of the following are valid ways to prevent data leakage in HR?

Accepted Answer

Data encryption. Data encryption (B) is correct because encrypting sensitive HR fields at rest (e.g., via Edge Encryption or platform encryption) renders leaked data unreadable without the keys, directly preventing exposure of PII. Auditing/logging (D) is correct because enabling audit records on HR tables (sys_audit) creates a tamper-evident trail of who read or changed sensitive records, which deters leakage and supports detection and forensic investigation. Access restrictions via ACLs (E) is correct because table/field-level ACLs enforce role- and condition-based read/write rules (e.g., restricting salary fields to HR admins), which is the primary control limiting who can view HR data. UI Policy disabling (A) is not a valid control because UI Policies only affect client-side form behavior and do not stop API, import, or direct table access, so data can still leak. Global table renaming (C) is not a valid control because renaming a table is cosmetic and provides no security boundary against unauthorized reads.

Answer

UI Policy disabling

Answer

Global table renaming

Question 3

Which THREE components are required for the HR Knowledge base to function properly?

Accepted Answer

Categories. In ServiceNow HR Service Delivery, the HR Knowledge Base requires three foundational components to function: the Knowledge Base itself (C), which is the container that stores and organizes HR knowledge content; Categories (A), which provide the taxonomy/topic hierarchy used to classify and navigate articles within that knowledge base; and Articles (B), which are the actual knowledge records that deliver the HR content to employees and agents. Without the Knowledge Base container there is nowhere to store content, without Categories the articles cannot be organized or browsed by topic, and without Articles there is no content to serve. Assignment Rules (D) and HR Service records (E) are related HR configuration elements used for routing cases and defining HR services, but they are not required for the knowledge base itself to store and present articles.

Answer

Assignment Rules

Answer

HR Service records

Question 4

Which THREE of the following are required to create a new HR Service?

Accepted Answer

HR Service Type (Fulfillment, etc.). When creating a new HR Service, the HR Service Type (option A) is required because it defines the fulfillment model — such as Fulfillment, Case Management, or Content — which drives how the service behaves and what configuration fields appear. The HR Service Name (option B) is mandatory as the unique identifier/label used to reference and display the service throughout the HR Service Delivery application. The Topic Category (option C) is also required, since it links the HR Service to the HR taxonomy (topic detail/category structure) that governs routing, search, and portal placement. Options D and E are not required: an external API key is unrelated to HR Service creation (it pertains to integrations/authentication), and a custom database table is never needed because HR Services are stored in standard ServiceNow tables.

Answer

An external API key

Answer

A custom database table

Question 5

Which THREE of the following items are found on the Lifecycle Event case form?

Accepted Answer

Activity status indicators. The Lifecycle Event case form in ServiceNow displays Activity status indicators (B), which show the state of the lifecycle event's activities such as pending, in progress, or complete, helping agents track progress. It also shows the Current lifecycle stage (C), which identifies the stage the lifecycle event is currently in (for example, onboarding or offboarding), and the Related activities list (D), which enumerates the activities associated with the lifecycle event so they can be opened and worked. These three elements are core components of the Lifecycle Event case form's layout. A User password field (A) is not part of this form; passwords are handled through credential or user record processes, not the lifecycle event case. System properties configuration (E) is an administrative module (System Properties) used to configure instance-wide settings, not a field or section on the Lifecycle Event case form.

Answer

User password field

Answer

System properties configuration

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.

Answer

HR Cases

Answer

Assignment Rules

Answer

HR Profile

Question 7

Which THREE factors influence HR Case assignment logic?

Accepted Answer

Conditions. In ServiceNow HR Case assignment, the assignment logic is driven by three key factors: Conditions (A), which define the criteria that must be met for a rule to fire (such as case type, department, or other field values); Assignment Group (C), which specifies the group to which the case is routed when the conditions are satisfied; and Skills (D), which can be used to further refine assignment to a specific agent within the group based on required competencies. Portal selection (B) affects the user interface and submission channel but does not influence how the case is assigned. User locale (E) may affect language or localization but is not a factor in the core assignment logic.

Answer

Portal selection

Answer

User locale

Question 8

Which TWO of the following are used to define HR Criteria for service visibility?

Accepted Answer

Roles. In ServiceNow HR Service Delivery, HR criteria for service visibility are defined by combining Roles (A) and User Conditions (C). Roles (A) is correct because it targets visibility to users who hold specified roles, such as sn_hr_core.employee or a custom HR role, ensuring the HR service or catalog item appears only to the appropriate audience. User Conditions (C) is correct because it adds attribute-based filtering on user record fields (for example, department, location, or employment type) to further refine who can see the HR service. Assignment Rules (B) determine how records are routed to agents, not who can view a service, so they do not define visibility criteria. Service Portal (D) is a delivery channel/interface for accessing services, not a visibility criterion. Catalog Items (E) are the offerings themselves that visibility criteria are applied to, not the criteria definition.

Answer

Assignment Rules

Answer

Service Portal

Answer

Catalog Items

Question 9

Which THREE of the following are considered 'Sensitive HR Data' categories?

Accepted Answer

Social Security Number (SSN). Option A (Social Security Number) is correct because a government-issued national identifier is a classic sensitive HR data element whose exposure enables identity theft and is protected under privacy regulations. Option B (Salary Details) is correct because compensation data is confidential personal financial information whose unauthorized disclosure can cause workplace and legal harm. Option D (Medical Information) is correct because health and medical records are highly sensitive personal data, often classified as a special category under privacy laws such as GDPR and HIPAA. Option C (Employee Name) is not correct because a name alone is generally directory-level identifying information rather than sensitive HR data. Option E (Case Description) is not correct because a generic case description is not inherently a sensitive HR data category unless it contains specific protected elements.

Answer

Employee Name

Answer

Case Description

Question 10

Which TWO of the following are true about 'HR Criteria'?

Accepted Answer

It is reusable across HR services. Option C is correct because HR Criteria are defined once and can be reused across multiple HR services, allowing consistent eligibility logic to be applied wherever needed rather than redefining it per service. Option D is correct because HR Criteria support dynamic user attributes, meaning the criteria can evaluate values that change based on the user context at runtime rather than relying on static values. Options A, B, and E are not correct: HR Criteria do not replace roles entirely, they are not hard-coded (they are configurable and dynamic), and they are not limited to the portal but can be used across HR service contexts.

Answer

It replaces roles entirely

Answer

It is hard-coded

Answer

It only works for the portal

Question 11

Which TWO of the following are valid components of the HR Service Delivery application?

Accepted Answer

Lifecycle Events. In the ServiceNow HR Service Delivery (HRSD) application, Lifecycle Events (option B) are a core component used to orchestrate multi-task onboarding, offboarding, and transitions for employees, so it is correct. HR Service (option C) is also a valid HRSD component, representing the catalog item/service definition that employees request through the HR portal and that drives HR case creation and fulfillment. By contrast, Change Management (A) and Incident Management (E) are IT Service Management (ITSM) processes, not HRSD components, and Asset Tracking (D) belongs to IT Asset Management (ITAM), so those options do not belong.

Answer

Change Management

Answer

Asset Tracking

Answer

Incident Management

Question 12

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

Answer

sn_hr_core.admin

Answer

admin

Question 13

Which THREE items are typically stored in the 'sn_hr_core' scope?

Accepted Answer

HR Tasks. In ServiceNow HR Service Delivery, the 'sn_hr_core' scope is the application scope that contains the core HR data model, so HR Cases (option C) and HR Tasks (option B) are the primary record types stored there, along with HR Services (option E), which define the catalog items employees request. These three are all part of the HR application's own tables (e.g., sn_hr_core_case, sn_hr_core_task, sn_hr_core_service), which is why they belong to that scope. By contrast, the Incident table (option A) and Problem table (option D) are ITSM tables that live in the global scope or the ITSM application scopes, not in sn_hr_core, so they are not stored there.

Answer

Incident table

Answer

Problem table

Question 14

Which THREE of the following are valid ways to secure HR data within a ServiceNow instance?

Accepted Answer

Configuring Column-level encryption.. Option C is correct because Column-level encryption (CLE) in ServiceNow lets you encrypt specific sensitive fields such as salary or national ID at rest, so even users with table access cannot read the plaintext without the proper encryption context and role. Option D is correct because HR Criteria (hr_criteria) drive record-level security in HR Service Management, dynamically restricting which HR cases, profiles, and records a user can see based on conditions like department, location, or manager relationship. Option E is correct because Access Control Lists (ACLs) are ServiceNow's core authorization mechanism, letting you restrict table and field access by role, condition, and script, which is essential for locking down HR data. Option A is wrong because assigning 'public' to HR tables would expose sensitive records to all users rather than securing them. Option B is wrong because sharing passwords between HR admins violates accountability and least-privilege principles and is not a valid security control.

Answer

Assigning 'public' to all HR tables.

Answer

Sharing passwords between HR admins.

Question 15

Which TWO of the following are true about 'Wait for completion' in an activity?

Accepted Answer

Pauses engine progression. Option B is correct because 'Wait for completion' halts the activity's engine progression until the referenced activity or task reaches a completed state, preventing downstream processing from advancing prematurely. Option D is correct because enabling this setting establishes a dependency relationship, making the current activity contingent on the completion of the specified task before it can proceed. Option A is incorrect since this behavior is not limited to approvals; it applies to any activity type that supports the wait configuration. Option C is incorrect because waiting for completion suspends progression rather than forcing the case to close. Option E is incorrect because 'Wait for completion' is an opt-in setting, not the default behavior for all tasks.

Answer

Only works for approvals

Answer

Forces case closure

Answer

Is the default for all tasks

Question 16

Which THREE criteria are used to determine HR Criteria visibility?

Accepted Answer

Location. In ServiceNow HR Service Delivery, HR criteria visibility is determined by the criteria fields configured on the HR criteria record, which include Location (B), Department (C), and Company (D) — these are the standard user-profile attributes used to match an employee to the appropriate HR criteria and thereby control which HR services, catalog items, and knowledge articles they can see. Location (B) is correct because an employee's location (e.g., site or country) is a supported criterion for scoping HR content to that geography. Department (C) is correct because department membership is a core criterion used to target HR services to specific organizational units. Company (D) is correct because the company field on the user record is a supported criterion for segmenting HR content across legal entities or subsidiaries. Assignment group (A) is not a user-profile attribute used for HR criteria visibility — it applies to task routing, not to determining which HR content an employee can access. Incident status (E) is a transactional field on incident records and has no role in evaluating HR criteria visibility for a user.

Answer

Assignment group

Answer

Incident status

Question 17

Which THREE of the following are considered 'HR Profile' fields?

Accepted Answer

Date of Birth. In HR profile systems, fields are typically personal, demographic, or contact attributes tied to an employee's identity and life circumstances. Option B, Date of Birth, is a core HR profile field because it is used for age verification, benefits eligibility, and compliance reporting. Option C, Marital Status, is also a standard HR profile field since it affects tax withholding, benefits enrollment, and dependent coverage. Option D, Personal Email, qualifies as an HR profile field because it is a personal contact attribute stored for emergency contact, payroll, or benefits communication outside corporate systems. Option A, Service Desk phone, is not an HR profile field; it is an IT operational contact number used for incident and request support. Option E, IP Address, is not an HR profile field; it is a technical network identifier assigned to a device or interface, not a personal HR attribute.

Answer

Service Desk phone

Answer

IP Address

Question 18

An HR implementation specialist is configuring data protection for HR cases. The organization requires that certain HR case fields containing sensitive employee information, such as Social Security Number and Medical History, be encrypted at rest. The specialist plans to use the platform's encryption capabilities. Which TWO of the following statements are true regarding field-level encryption in ServiceNow? (Choose two.)

Accepted Answer

The encryption context determines which roles can decrypt the data and can be scoped to specific fields.. Field-level encryption in ServiceNow requires an encryption context and a key management service. The encryption context defines the fields to encrypt and the roles authorized to decrypt. It does not automatically apply to attachments, and read access to the record does not grant decryption rights. These controls ensure that sensitive HR data is protected at rest and only accessible to authorized users.

Answer

Field-level encryption can be enabled on any field by setting the 'Encrypted' attribute in the dictionary.

Answer

Encryption at rest can be applied to HR case attachments without any additional configuration.

Answer

Once a field is encrypted, users with read access to the record can view the decrypted value without additional roles.

Question 19

Which THREE of the following are valid Activity types available when configuring Lifecycle Events?

Accepted Answer

Notification. In Lifecycle Events configuration, the valid Activity types are Notification, HR Task, and Approval. Notification (A) is correct because it lets the lifecycle event send an email or other alert to specified recipients when the event triggers. HR Task (C) is correct because it creates a task assigned to an HR user or group as part of the lifecycle process. Approval (D) is correct because it generates an approval record that must be acted upon before the lifecycle event can proceed. Workflow Execution (B) is not a selectable Activity type in Lifecycle Events, since workflows are triggered through other mechanisms rather than as an activity within the event. Catalog Item Order (E) is also not an Activity type; catalog items are ordered through the Service Catalog, not configured as a lifecycle event activity.

Answer

Workflow Execution

Answer

Catalog Item Order

Question 20

An HR implementation specialist is configuring a Lifecycle Event for parental leave. The event includes multiple Activity Sets. The specialist needs to ensure that certain activities are triggered based on the employee's location and employment type. Which two factors determine when an activity within an Activity Set is executed? (Choose two.)

Accepted Answer

The order of activities within the Activity Set.. Within an Activity Set, the execution timing of an activity is primarily determined by its position in the ordered list and whether the preceding activity has 'Wait for completion' enabled. These two factors control the sequence and any blocking dependencies. Audience type, due dates, and priority do not affect when an activity starts; they serve other purposes such as targeting, tracking, and urgency.

Answer

The due date assigned to each HR task.

Answer

The audience type defined on the Activity Set.

Answer

The priority level set on the Lifecycle Event.