ServiceNow HRSD Module Quiz

What is the goal of HR Case Management?

• To ignore HR requests

• To complicate the HR process

• To delay processing HR requests

• To provide information or process an HR request as quickly as possible

What is an interaction in HR Case Management?

• A request for assistance made through chat, phone, or in person

• A physical meeting between HR and employees

• An email sent to HR

• A written letter to HR

How can employees initiate a case in HR Service Portal?

• Via phone, email, virtual agent/chat, portal/Now mobile, bulk case creation

• Only via chat

• Only via phone

• Only via email

What is the benefit of using the HR Case Management tool?

• Does not provide an employee-centric HR experience

• Serves as a single platform for all HR Services

• Causes service disruption

• Reduces visibility and insights

What does the List Filters/Breadcrumbs in the HR Case Management tool offer?

• Access to HR agent records

• Access to employee records

• Quick form of filter navigation

• Access to management records

What is the purpose of the 'Update' button in the HR Case Management tool?

• To create a new case

• To update changes added to the case

• To assign the case to a different user

• To close a case

What is the difference between 'Additional Comments' and 'Work Notes' in HR Case Management?

• Both are internal only

• Both are visible to the employee

• Additional Comments are internal only, Work Notes are visible to the employee

• Additional Comments are visible to the employee, Work Notes are internal only

What does the 'Fulfillment Instructions' tab in HR Case Management provide?

• A historical list of all previous cases created for the same employee

• Information on SLAs and turnaround time

• Pre-work and items needed to complete the HR case

• Instructions for completing the HR case

When should a case be 'Suspended' in HR Case Management?

• When the case needs to be put on hold for more information outside IBM groups

• When the case is ready to be worked on

• When additional comments need to be added

• When the case is completed

What is the purpose of the 'Assign' field in the HR Case Management tool?

• To create a new case

• To update changes added to the case

• To assign the case to a different user

• To close a case