*)HR life Cycle Event

-Life cycle event enables you to automate the fullfillment of HR cases Such as new
Hire Onboarding
-It is a collection of activity set that often span multiple department and
organized into activity set
-to configure alife cycle event you must be first document the business process
for your event
-next you must configue all the supporting components
-then you can configure all lifecycle event and its associated activity sets and
activity
-finally you can configure HR services so that life cycle event can be requested
for service.

-Plugin -com.sn_lifecycle_ent

*)Activity Set

Activity sets represent different stages in the lifecycle event process, and you
must define when the activity set is triggered,
such as immediately upon creation of the lifecycle event case or after the
completion of another activity set.
Each activity set is associated with a single lifecycle event.
\
*)HR Profile

-It is the sensitive and confidential information.

-System admintistrator[admin] can not view.
-Who has assigned sn_hr_core.case_reader and sn_hr_core.profile writer such as
hr_basic only those person can view HR profile.
-System administrator can not create HR profile they can see the list of HR
profiles and open HR profiles but only have access of following information
1) HR profile number
2)Employemt Information - it inclueds name, emp no,department manager and location
3)work contact information -email,phone no

-Releted List OF
1)Employemt Information
2)contact information
3)Benificieries
4)Collegues
5)emergency contact
6)Direct Report

*)How will you create hr profiles?

-In user form we have a related link generate HR profile which will create a HR
profile with provided information.
- Another way is nevigate to HR profile ->new fill the form with appropriate info.

*)Which role we can give to hr agent

-sn_core.basic

*)HR Role
1)basic
2)manager
3)admin

*)what is the superior role in hrsd

-(sn_hr_core admin)
*)what is HR Template
-HR templates allow you to automatically populate fields on an HR case or task
form.
-You can configure HR templates for HR services, HR catalog items, HR service
activities, and lifecycle event activities.

*) what is HR Fullfillment Instruction

-HR fulfillment instructions provide focused and targeted information on how an
agent can complete an HR case faster and more efficiently for HR Service Delivery
Agent Workspace and legacy HR Case Management

*) COE security Configuration

-it is used to define group restriction for COE and for all or specific HR services
under it.

- roles required to create COE security Configuration

1)admin (admin)
2)HR ER administrator (sn_hr_er_administrator)

*)Type Of COE security Configuration

1) Read
2) Write

*)Assignment Rule,Matching Rule And AWA

1)Assignment Rules in ServiceNow:

-Purpose: Assignment rules is used to automate the assignment of tasks or records
to specific users or groups based on predefined conditions.
-Functionality: When a new record is created (such as an incident, problem, or
task), assignment rules evaluate certain criteria and then automatically assign the
record to the appropriate individual or group.

2)Matching Rules in ServiceNow:

-Purpose: Matching rules in ServiceNow are used to identify and manage duplicate
records within the system.
-Functionality: These rules define the conditions that ServiceNow uses to determine
if a new record matches an existing record.
When records are being created or updated, matching rules help prevent the creation
of duplicate entries.

3)AWA (Advanced Work Assignment)

-The Advanced Work Assignment (AWA) module works to offer work items to your
agents.
Work is routed to agents based on their group, availability, capacity, and
skills.
-After determining which agent is best suited to handle the work, it then offers
the work to the agent via the Agent Inbox within a workspace.
The agent will be notified using audio and visual alerts that new work arrived for
them.

*) Which service channels are supported in AWA?

A large range of service channels are available out-of-the-box including the
following:
Case
Incident
Chat
 SMS
Facebook Messenger
Line
Walk-up
WhatsApp

*)As HRSD is a scoped application,Which methods are not supported in the scoped
application?
-gs.log can not work
-some of methods of glidesystem API method is not used like gs.now(),gs.dateTime
to overcoame we can used Glide DateTime()

*)Which plugin need to activate to access Human Resource Service Delivery (HRSD) ?

- Human Resources Scoped App: Core [com.sn_hr_core] plugin needs to be activated to

access HRSD module.

*)HR services
-HR services are the requests and assistance an HR organization provides its
employees,
such as benefits enrollment, direct deposit setup, and requests for relocation
assistance.

*)how many way we can create HR service

-thier are two way we can create HR service
1)manually -GOTO the HR Administration application under HR service configuration
thier is NEW button where we can create HR service
2)Under Manage HR catalog left hand side select any category then in baner thier
is one button New Catalog Item where we can create HR Service
it automatically create HR temaplate and Record producer

*)fullfilment type in HR service

-
1)Manul
2)workflow
3)flow
4)service activity
5)lifecycle event
6)advanced

*Difference between HR service and life cycle event?

1)HR service we can do approval , task and child hr service but in Lifecycle event
we can do multiply activities with different department include in it.
2)HR service connect the record producer and different HR service type to create
case but in lifecycle event we attach to HR service .

*)Why we use Rescind option?

-The rescind process enables you to cancel and revert work done in a lifecycle
event case.

-For example, if a new hire decides not to join the company or a job offer is
revoked, you can revert work done in the onboarding case.

*)What is the main difference between employee service center and service portal?

- Employee center Service

Portal
- Employe center is easy to configure and require less developemt -Service portal
is difficult to developed

-Dynamically created topic pages based on unified taxonomy -Requires

designing, creating, and maintaining individual topic pages.
for all content types across departments.

-Best-practice based portal experience with pre-loaded widgets -Demo home

page design where customers start from scratch to design their desired experience.
organized coherently across the portal.

*)What is the stage of HR cases when created?

-HR cases are in Draft state when created.

*)Who has access to the Employee Service Center?

-All employees.

*)What are the two ways to open a new HR case?

1)Application Navigator
-In the Application navigator, click HR Case Management > Create New Case.

2)Title Bar
-From the title bar of an HR case list, click New to create a new case.

*)What is the skills field used for?

-It specifies the HR skills that are required to resolve this HR case.
For example: Skills field is automatically set to HR System for HR operations
cases.

*)Can we specify more than one Skills for a HR Case?

-Yes, Skills is a locked field, you can specify more than one skill.

*)How can you Add or modify an HR skill?

_You can create and edit skills in the Manage HR Skills module.
Navigate to HR Administration > Manage Roles > Manage HR Skills.
Click New Skill or open an existing skill.

*)What is Center of Excellence (COE) in HRSD?

-Center of Excellence (COE) is the type of HR case you want to create.

-It helps organizing Services, HR data, and processes by functional discipline.
-Each COE displays different fields in the new case form. COE sets the options for
the HR Service field.

*)COE Table Name

1)HR Employee Relation
2)HR Workforce Administaration
3)HR Total Rewards
4)HR Talent Management
5)HRIT Opertion
6)HR Payroll
7)HR Lifecycle EVent
*)Who is generally responsible for assigning an individual to an HR Case?

-A member of the Assignment Group.

*)What is the difference between Opened For and Subject Person?

-The Opened for user is generally the person that initiated contact to have the
case opened.
-The Subject person is the person that the case is about, and defaults to the
Opened for user but can be changed if required.

*)What is Response Template in HRSD?

-Response templates are reusable messages that you can copy to HR case forms to
provide quick and
consistent messages to employees or to display standard chat response messages to
the requester in Agent Chat.

*)Is it possible to create HR Case from HR Profile?

-Navigate to HR Profile in the Filter navigator.Click HR Profile > HR Profiles.

In the HR Profiles list:

Click HR profile number in Number column to open the user profile.
In the HR Profile form, scroll down to the Related Links section.
Click Create New Case.

*)How can you create same type of HR cases for multiple employees without having to
create the same case multiple times?
- Create Bulk Cases module can be used to create same type of HR cases for multiple
employees.
- Click HR Case Management > Create Bulk Cases.

*)Why checklist is used in HR Cases?

-A checklist serves as a reminder to the HR agent to follow proper procedures.

*)What are the different states of an HR case?

1) Draft
2) Ready
3) Awaiting Approval
4) Work in Progress
5) Closed Complete
6) Closed Incomplete
7) Cancelled
8) Awaiting Acceptance
9) Suspended

*)What are the different activities involved on an HR Case while investigating the
Case?
1) Reassign
2) Escalate
3) Transfer
4) Suspend

*)How you can escalate an HR Case?

- Under Related Links, click Escalate Case. A dialog box will open.
In the dialog box, enter the reason for the escalation, and then click OK.
The HR case is automatically assigned to the proper escalation group and saved.
*)Can a Closed or cancelled HR case reopen?
-A Closed/Cancelled HR case cannot be reopened.

*)What are the different user types that can view the HR ticket page on Employee
Service Center?
1) Opened for -The Opened for user is generally the person that initiated contact
to have the case opened.
2) Subject person-The Subject person is the person that the case is about, and
defaults to the Opened for user but can be changed if required.

*)Taxonomy
- Unified taxonomy is a collection of hierarchical topics that brings together
different content types,
such as requests, articles, quick links, and employee communications.

*)Difference between HR Criteria And User Criteria

HR Criteria User
Criteria
- HR criteria helps group people using a condition builder on any table -
User criteria is used across the ServiceNow platform to filter catalog items,
Service Portal widgets,
and knowledge articles

-HR criteria defines the audience for HR content, services, or cases. -User
criteria filters users based on role, department, group, location, or company.
You can make information available to or create an HR case for
specific groups, individuals, or to all employees using HR criteria.

Esignature- YT Vedio--https://youtu.be/1urr3saMAD0?si=LDFHOkh5GWUOeY7z

https://youtu.be/ClwpgpkQERk?si=DOYbRVXmiFDSK829

https://www.youtube.com/watch?v=ClwpgpkQERk

servicenow best practice

-https://developer.servicenow.com/dev.do#!/guides/utah/now-platform/tpb-guide/
client_scripting_technical_best_practices

*)Query business rule -OOTB user Query

*)G_sctchpad
*)datapolicy ui policy difference
*)HRSD life Cycle Event