ServiceNow CIS-HR free question 6 / 10 · Domain 2: Configure and Implement ServiceNow Core HR Applications and Employee Center
An agent moves a General Inquiry case to the Medical Benefits Inquiry HR service and chooses Transfer to a new case number as the transfer type. According to the page, what is the result?
- The case number stays the same, links redirect, and work notes transfer
- The case number changes, links do not redirect, and work notes transfer
- The case number changes, links do not redirect, and work notes do not transfer
- The case number changes, links redirect to the new case, and work notes do not transfer
Show the answer and explanation
Answer: C
Why this is correct
The page offers two transfer types. Transfer with existing case number keeps the HR case number, links redirect with the new case, and work notes transfer to the new case. Transfer to a new case number changes the HR case number, links do not redirect, and work notes do not transfer; both HR case numbers appear on the HR case for reference. You reach the choice by opening the case, selecting Transfer Case from Additional actions, choosing the Transfer type and the New HR Service, and selecting OK.
Why the other options are wrong
"The case number stays the same, links redirect, and work notes transfer" … This is the other transfer type, Transfer with existing case number: the number does not change, links redirect with the new case, and work notes transfer to the new case.
"The case number changes, links do not redirect, and work notes transfer" … With Transfer to a new case number, the page says work notes do not transfer. Keeping the work notes is a feature of Transfer with existing case number.
"The case number changes, links redirect to the new case, and work notes do not transfer" … With a new case number, links do not redirect. Redirecting links belong to Transfer with existing case number, where the number stays the same.
Why transfer a case
Transfer reclassifies a case created under one HR service so that it sits under a different HR service, for example from a General Inquiry case to a Medical Benefits Inquiry case. The page lists sn_hr_core.case_writer as the role required, and you can retain the details of the original case.
Go to the ServiceNow CIS-HR practice app (10 free questions; purchase unlocks all questions)