System Architecture 30% Flashcards
What type of HR Document Templates can be created?
HTML document template
PDF document template
both create PDF files
What does the document type signify on a HR Document template?
either it filters out pdf/text document types or
it filters a list of documents so you can apply HR criteria to it
What does the 3 view of the HR Guided Setup module?
Category View - overview of configuration, the categories and associated tasks
Task View - details of config task, and controls to start, skip, mark as complete, unlock
Configuration View - configure through forms, lists & properties
What are the benefits of separate CoE tables?
Better metrics
Extra layer of security for HR organisation/data
HR agents gther right info base on the service
Important things to remember regarding non-english translation
Attachments are NOT translated
Menu items, button and labels are translated
Custom fields need to be manually added to appropriate translation tables
What table contains HR Escalations?
sn_hr_core_tier_definition
What information is configured under HR Administration > Properties?
General email address for HR requests
Which 8 applications are in the HR Application scope?
HR Core
HR Service Portal
HR Integrations
HR Lifecycle Events
HR Employee Relations
HR Data Migration
HR Employee Document Files
HR Virtual Agent Conversations
What method does the MatchingRuleProcessor API invoke?
processAndGetCandidates
What 4 items determine language selection for the user session?
- Language selection at login property
- No property set, language picker in system setting can be used
- Language setting in sys_user table
- System default language
How can an HR admin configure dashboards?
Add Content
Change Layout
Advanced Work Assignment (AWA) uses what criteria to automatically assign work to agents?
Availability
Capacity
Skills
What 2 policies does document management have?
Security policy (read, write, purge authorisation)
Retention policy (retention period after which time purge process kicks in)
What does a legal hold on a document do and where can it be applied?
Overrides purge/retention policy
Does not allow edit
Applies to document type or HR Profile
What is the minimum HR SKU purchase that includes Now Mobile?
HR Service Delivery Professional
When configuring a PDF document template, how does the system map form fields to ServiceNow fields?
Mapping field on PDF template mapping record
What is the key factor in determining the implementation timeline?
Configuration Complexity
What application is installed with HR scoped app: core plugin?
HR case management
What does high on a survey scale definition mean?
It means a high score is good
What has to be done to automatically move attachments from a HR case into the Document Respository?
Select the automatically move attachment box on the HR Service
What is the purpose of the Owning Group field on the HR template?
They manage updates to the template
What is the level of configuration complexity for a customer with a huge employee population, complex organisational structures, custom integrations and language translations?
DRASTIC
When creating a PDF document template, where does the list of document revisions come from?
Managed Documents
How can you preview a knowledge article with knowledge blocks?
By user and date (if published)
By user (if unpublished)
knowledge blocks have nothing to do with knowledge categories
How many tables are used to store localisation content?
6 tables
- languages
- translated name/field
- message
- field label
- choice
- translated text
How much text can expand of shrink when translated?
300
When is caller tracking recommended?
During development only
What is an engagement instance?
Is a non Production instance where the customer would need to pay
How does ServiceNow defines HR maturity journey?
Managed Interactions -> Self Reliance -> Smart Services
What is included with HRSD Enterprise version?
Learning Posts
Journey Accelerator
Universal request integration with MS teams
What could be the cause of a task being locked in HR Guided setup?
They require a plugin to be activated first
Which ServiceNow store application for HRSD may require Restricted Caller Access (RCA) approval when installing as new or upgrading?
Agent Workspace for HR Case and Knowledge Management
What do you run to automate RCA approvals on upgrade?
Download the HR Agent WS bulk RCAs approval file from ServiceNow Store
Which new section of the Agent Workspace can now be accessed as a separate tab from the contextual side panel?
Checklists
What types of fields are supported when configuring the Autoresize property?
Multi-line text
HTML
Journal
How does the “AI Search Country To Search Language” define outputs?
- Matches knowledge articles in those search languages defined for their country
- Matches knowledge articles in the language associated with their NOW platform session
What are the key features of the Journey Designer Admin Console?
- Single intuitive experience, consolidates Lifecycle Events, Journey Accelerator, and Journey designer features
- Provides in-app enablement resources, help, and recommendations for delivering journeys.
What action prevents document tasks from being cancelled automatically when the HR case is cancelled?
Deactivating 2 OOB business rules
Which application can open the migrated dashboards in Platform Analytics Workspace?
Agent Workspace for HR Case Management
