Core HR Apps & EC 30%

Question 1

What is the function of a survey category?

Answer 1

a way to group questions of a similar theme for a survey.

min 1 survey category per survey definition

by default there is one category for all survey questions

Question 2

What is an assessment metric?

Answer 2

Value or score associated with each answer on a survey

Question 3

What does a Survey Scorecard do?

Answer 3

Contains charts to review the results of the survey

Question 4

What are the important aspects of a HR Service record?

Answer 4

HR Template it references for a HR Case
The Record producer
HR Criteria (not user criteria)
Topic Detail, Topic Category, CoE

Question 5

Bulk Case request can be filtered based on ?

Answer 5

Upload file
HR Criteria
User Criteria
HR profiles
Users

Question 6

4 Major components of defining a HR Service Catalog

Answer 6

HR Catalog Item
Record Producer
HR Service
HR Template

Question 7

Where are employee form questionnaire answers stored?

Answer 7

Metric Result [asmt_metric_result]

Question 8

What are the 3 definitions of knowledge blocks?

Answer 8

Reusable pieces of content
Secured by user criteria
Now platform only

Question 9

What generic methodology is ServiceNow Implementation Methodology (SIM) based around?

Answer 9

Hybrid of Agile and Waterfall

Question 10

The configuration view in HR Guided Setup shows what?

Answer 10

Properties
Lists
Forms

Question 11

What determines the knowledge base search results on a HR Case?

Answer 11

Contextual Search Configuration

Question 12

Which HR Dashboards are included in the HR Case Management module

Answer 12

Overview
Case
Manager

Question 13

What are the 3 maturity levels for a HR Customer

Answer 13

Managed Interactions, Self-reliance, Smart Services

Question 14

Which module is used to define hr skills to a member of the HR department?

Answer 14

HR Admin > Manage Roles > Manage HR Skills

Question 15

When creating a catalogue item using Manage HR Catalog, what does the system do automatically?

Answer 15

Creates a corresponding HR Service

Question 16

What are the 3 functions of Predictive Intelligence?

Answer 16

Categorise - based on historical data apple’s categorisation, priority
Recommend Actions & Content - suggest relevant tasks & similar content to agents
Discover Hidden Patterns - group similar items for improvement

Question 17

What determines if s HR Service has a response template?

Answer 17

The table & conditions on the response template record

Question 18

What configuration is used to customise the logo, theme, title of a HR Service Portal?

Answer 18

Branding Editor

Question 19

Which service portal configuration is used to add new pages to the Employee Service Center?

Answer 19

Page Editor

Question 20

Before a campaign can be published, what is required?

Answer 20

Start time
An audience
At least one piece of content

Question 21

On the Service Activity form, you can configure what 3 types of service activities?

Answer 21

Approval
Task
Child HR Service

Question 22

For an activity type of Approval on the service activity form, what are the wait for options?

Answer 22

Anyone to approve
Everyone to approve
First response from anyone

Question 23

Where do you mark a HR Task as optional?

Answer 23

Set option = true on the HR Task Template

Question 24

The User Experience Dashboard contains what data and is refreshed how often?

Answer 24

Listening posts my survey widget
Listening posts task survey widget
Refreshed every 30 minutes

Question 24

Which field on the HR profile by default is encrypted?

Answer 24

National Tax ID -- National tax ID (encrypted) field uses the Password2 (2-way encrypted) Key Management Framework (KMF) encryption--

Question 25

Which application gives near real-time self-service options through the response channels that the employee would like to engage with?

Answer 25

Issue Auto resolution application

Question 26

How does Issue Auto Resolution work?

Answer 26

When a user creates an issue, Issue Auto Resolution uses machine learning and Natural Language Understanding to identify the criticality of the issue and discover the intent and its appropriate Virtual Agent topic for auto resolution. If a Virtual Agent topic is not found, Issue Auto Resolution performs AI Search to return the most appropriate Knowledge articles, FAQs, or catalog content. The deflection content is then delivered to the user through the configured response channel (Email, SMS, or Virtual Agent).

Question 27

What can admins & managers do with Journey Designer?

Answer 27

1 - send personalized messages to employees. 2 - Managers can add new tasks and milestones, and include quick links for their employees. 3 - When used with Learning posts, can include recommended learning courses with recommendations powered by **machine learning.**

Question 28

Which application allows an organization to quickly identify bottlenecks in a process, identify repeated tasks, and link process maps to KPIs for root cause analysis?

Answer 28

HRSD Process Optimization

Question 29

Which Now Platform application enables you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests?

Answer 29

Case and Knowledge Management