Core HR Apps & EC 30% Flashcards
What is the function of a survey category?
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
What is an assessment metric?
Value or score associated with each answer on a survey
What does a Survey Scorecard do?
Contains charts to review the results of the survey
What are the important aspects of a HR Service record?
HR Template it references for a HR Case
The Record producer
HR Criteria (not user criteria)
Topic Detail, Topic Category, CoE
Bulk Case request can be filtered based on ?
Upload file
HR Criteria
User Criteria
HR profiles
Users
4 Major components of defining a HR Service Catalog
HR Catalog Item
Record Producer
HR Service
HR Template
Where are employee form questionnaire answers stored?
Metric Result [asmt_metric_result]
What are the 3 definitions of knowledge blocks?
Reusable pieces of content
Secured by user criteria
Now platform only
What generic methodology is ServiceNow Implementation Methodology (SIM) based around?
Hybrid of Agile and Waterfall
The configuration view in HR Guided Setup shows what?
Properties
Lists
Forms
What determines the knowledge base search results on a HR Case?
Contextual Search Configuration
Which HR Dashboards are included in the HR Case Management module
Overview
Case
Manager
What are the 3 maturity levels for a HR Customer
Managed Interactions, Self-reliance, Smart Services
Which module is used to define hr skills to a member of the HR department?
HR Admin > Manage Roles > Manage HR Skills
When creating a catalogue item using Manage HR Catalog, what does the system do automatically?
Creates a corresponding HR Service
What are the 3 functions of Predictive Intelligence?
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
What determines if s HR Service has a response template?
The table & conditions on the response template record
What configuration is used to customise the logo, theme, title of a HR Service Portal?
Branding Editor
Which service portal configuration is used to add new pages to the Employee Service Center?
Page Editor
Before a campaign can be published, what is required?
Start time
An audience
At least one piece of content
On the Service Activity form, you can configure what 3 types of service activities?
Approval
Task
Child HR Service
For an activity type of Approval on the service activity form, what are the wait for options?
Anyone to approve
Everyone to approve
First response from anyone
Where do you mark a HR Task as optional?
Set option = true on the HR Task Template
The User Experience Dashboard contains what data and is refreshed how often?
Listening posts my survey widget
Listening posts task survey widget
Refreshed every 30 minutes
Which field on the HR profile by default is encrypted?
National Tax ID
– National tax ID (encrypted) field uses the Password2 (2-way encrypted) Key Management Framework (KMF) encryption–
Which application gives near real-time self-service options through the response channels that the employee would like to engage with?
Issue Auto resolution application
How does Issue Auto Resolution work?
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).
What can admins & managers do with Journey Designer?
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.
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?
HRSD Process Optimization
Which Now Platform application enables you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests?
Case and Knowledge Management
