just wait for one more couple more seconds here before we get started please do use the q a or the chat to post your questions to our if you have any um make sure that you put it to all um all attendees today so that everyone can have the benefit of seeing your question okay all right well i think we're gonna go ahead and uh maybe should we get started allison let's let's take it away sure thank you so much lisa so good morning good afternoon everyone welcome to our very first academy session for hr service delivery um today we're actually going to be talking about journey accelerator and before we officially get started because again this is our very first academy session for hr service delivery i wanted to just talk a little bit about what to expect with these sessions so first and foremost these sessions are for you we're really excited to share insights around our product and bring the product to life and share some tips and so please do ask questions and interact with us we're excited to hear from you um the other thing that i wanted to share is that this is not just a presentation so we're going to keep today pretty casual we're going to be going into the product and we're going to be configuring and bringing things to life real time so just wanted to point that out and the other exciting thing is that we'll actually be back next month so these academy sessions are going to become a regular cadence within our hr service delivery community forum and so we actually plan to be back next month here on march 24th with a new topic we haven't finalized that topic yet but um when we do we will get that published out to the community and we hope to see you back the other thing that i wanted to do before we officially get kicked off is just introduce who is on the line so um i am alison french so i'm on the far left of this slide and i will be the host for today and i am joined by lisa from our community team so that's who is talking at the kickoff of the call lucy will be our primary speaker from our product team and our deep expert on journey accelerator and lucy is alongside kevin who is also on the line to help moderate q a and we also have a couple of bonus uh members with us from the servicenow team so you may hear a couple of additional people chime in depending on where the discussion goes but with that we can officially dive into the contents for today and i will pass it directly over to lucy awesome hi everyone um thank you allison my name is lucy i am a product manager and i have been building journey accelerator and i do just want to reiterate what allison said about uh if you have a question feel free to interrupt me this will be a very hands-on session so it's meant to really show you how journey accelerator works both from an employee's perspective but also from an admin perspective so building out this experience for your organizations so feel free to stop me i'll also apologize there's a car alarm going off in the background so i can't do anything about it okay so today i will first talk about why we built journey accelerator um and then i'll kind of dive into the how do you use it so showing you really what it looks like to both use as well as to create and then we can talk a little bit about adoption uh is if you or your organization are interested and then you know always end with even more questions okay so why did we build journey accelerator so you know us in the hr group have been working with our customers building out uh you know our life cycle events with our enterprise onboarding and transitions product um but what we realize is that there really is still a gap with our ability to solve for you know a great employee journey um in that experience if we look you know specifically at you know the onboarding or ramp up experience which really is what drove us initially to create this product you know starts after day one so after day one an employee is onboarded into their role you know they have everything they need uh they have their laptop they have all their forms have been signed you know they hopefully they have you know the access they need to get going but there's still a number of things they have to do to be fully ramped up into their role into on their team and that experience for an employee can be super you know dependent on the manager and which can lead to a negative employee experience for some employees so meanwhile our managers have limited resources to really create these experiences for their employees and so we built journey accelerator to help managers build consistent but also customized journeys for their employees and you know while we speak largely about the onboarding experience and ramp up this string accelerator can be used for any transition uh onboarding we've heard that transitions or transfers is the pain point for organizations so how do you kind of combine the the onboarding and the off-boarding components of a transition in your organization and promotions as well as well as even off-boarding so feel free to kind of chime in as you think of other use cases or other pain points that you think journey accelerator would help your organization solve for today okay so again i'm just going to reiterate kind of the differences between the enterprise onboarding and transitions product and journey accelerator so as i briefly mentioned in the previous slide you know enterprise on bringing transitions does a great job of managing those organizational workflows so what are all those required aspects of a transition um so what are the tasks that need to happen the forms that need to be signed they're absolutely mandatory for an employee to get going um these processes are largely you know built by the hr administrators and then we all have the functional and team components of any transition so functional think you know any trainings you have to do as a new sales employee or as a new you know development employee um what certifications do you need to get what other learnings do you have to do in order to be fully ramped up into your very specific role and then we have our team components of any transition so what are those activities that you need to do to be fully integrated into your team understand your team's role in the organization so these might be shadowing shadowing different members of your team um coffee chats with in your team or outside of your team you know social experiences you know team lunches happy hours etc and maybe some other trainings that are team specific and these two functional and team components are largely uh dictated by the manager so the manager creates these experiences for their team maybe with the help of you know their department heads or you know learning and and training department at an organization but it's for the most part responsible like the manager's responsibility okay um and so quickly you know sorry i kind of i switched up these slides but first i'll just kind of reiterate that this experience we built around the manager because this is largely the manager's responsibility as i mentioned and managers often have very limited sources of information they can rely on you know tribal knowledge is a term that i've heard from a lot of managers about how these you know these onboarding ramp up and other transition processes work so just you know managers often use powerpoint presentations emails spreadsheets memory to create these you know experiences for their employees so how can we help managers create more consistent you know quicker solutions to these employee journeys um so today i will be using gail as my manager that we will go through some use cases with gail and gail's a new manager and she is in the sales organization and she doesn't have a lot of those best practices that tribal knowledge that maybe other people in the organization have to create these great experiences these great employee journeys for their employees and before i dive in um i do want to point this out so you might be thinking you know how do i get journey accelerator did it come in quebec but it actually came as a store app so it was released to the servicenow store back in january so you can go to the store now so you can go to this url here search for journey accelerator and you can go ahead and download journey accelerator into a subprime instance if you are an enterprise hr customer so i'll point that out so this is available for enterprise hr customers at this time this also means that we will be doing quarterly releases meaning we can get features out quicker to you um so super excited to kind of get you know new things out very quickly and effectively and you know talk to you about what you are looking for in a future version um so i'll also just uh point that out we are you know not dependent on we are not going out and any of the family releases so super important um so any questions on the store generally or what i've talked about previously before i dive in okay awesome well then i will go ahead and dive into the employee experience so first oh looks like we have a hand raise from sean so sean you want to answer ask your question at least i don't know if any oh they're they're sean yeah and this is closing there we go i was just asking about standalone customers i'm working with a customer right now that just bought eont as standalone and it appears i guess that the journey accelerators aren't available to them is that right right now no but i'll reach out to sean uh offline or you reach out to me vice versa and we can talk through um you know any next steps there okay great okay so first i will show you what journey accelerator looks like and feels like for a manager an employee and the mentors um so i will uh use gail as i mentioned gail's a new sales manager she's onboarding a new hired janet onto her team so she's going to create a plan for janet she's going to customize that plan and publish that plan and she will assign avery as janet's mentor throughout this transition uh so we will show see what avery can do and then when the plan is assigned uh what janet as the employee sees and what she can do with the plan so after i go through this flow then i'll i'll show what the experience looks like from the admins perspective actually building out this experience okay i will switch over okay so i am currently logged in as gail who as i mentioned is a um new hire or sorry she's a new manager onboarding a new hire and so she is going to she has these to do's here that are you know some are kind of the typical to do she sees with any new hire as a part of the lifecycle event um but she'll see this new to do here and it says navigate to journey accelerator to create a new plan so create a plan for the functional and team components of your new hires onboarding so in the plan you can assign the new hire mentor and create to do's for yourself the mentor and the employee so she clicks this link and she's taken to this new you know tab she sees here in her employee service um so she is recently a new she was recently a new hire uh so she will see her plan that she's already been working off of um but now she's gonna go to this created by me tab and she is going to create a plan for janet and she sees these different options here she's excited that she can create plans around promotions off-boarding and trans transfers as well for now she will use the new hire plan type and she as i mentioned will assign avery the description and she will create the plan okay so now she sees this template that's been provided to her and this template has been created based on certain uh fields or kind of descriptors about janet so largely audience so gen ed is in sales and there's a sales template for new hires um there might also be some you know templates out there for all new employees as more general kind of ramp up to do's that need to occur but now janet or sorry gail sees this template and so she can either you know she can look through it she can publish it if she doesn't want to add anything but she can really now use this time to modify the plan so she wants to open up this to do and just kind of see what's in here maybe she wants to add uh avery who's a mentor as kind of the additional people on some of these to-do's to make sure that avery's aware of everything that you know uh dale or janet are gonna need to do to help out um she can make some things optional she can change the due date if she wants add attachments um and save the only thing that gail really cannot uh fully edit is anything marked as required for this plan so you'll see here that if you open up this to do some of the fields are read only okay and then uh with this to do as well she cannot delete the to do whereas she can go ahead and delete this to do if she does not want this to be a part of the plan so this is a configuration from the admin saying i actually don't want the manager to be able to remove this from a plan or modify the court contents because i want to make sure that um you know everyone who's assigned this plan gets this to do she can also create new stages so let's say that she wants to add a stage for shadowing and she wants to bring in and add things into the shadowing stage here she can drag and drop across these stages if that's how she wants to organize the plan so she's not limited really to this you know week one month one month to set up she can modify it if she if she wants i'll point out that right now these stages are really just containers uh they don't have any necessarily special logic behind them it's not like everything here has to be due within week one um it's really just to allow kind of that grouping that uh grouping for the manager and the employee to better understand uh what things go together okay you can roll things up as well um you can even rename the stage if you don't want to you know remove it or create new ones so you can do that and now i will create a new to-do let's say i want to have avery organize a happy hour for the team actually i want this to be a month one so organize a happy hour the whole team to celebrate janet's first mark in on the team okay so again i want to sign this avery you can assign this these two dues to people outside of just the employee the manager or the mentor just want to point that out so you can assign these to other team members if you would like okay and i also just want to make sure adella on the team is also aware so she can help avery you know make a reservation or do whatever so she can add additional people there she does not want this to be optional she wants to make sure it happens and she wants to make sure that it happens 30 days after this plan has started or 30 days after uh janet's start date so maybe she wants to go in and add an attachment here maybe she wants to add some some menus from some you know local restaurants that might be good places to host a happy hour and then she can add the to-do okay great so now she can also edit the plan details so she if she wants to add a new mentor she can do that as well change the plan description she can also filter by persona if she wants to see only things that janet has assigned to her at this point she can do that okay awesome and when she is ready she can publish the plan so she can either publish it now or she can publish it on a set date so let's say that janet is starting on monday so she wants to publish this plan on her start date so that this plan is available on janet's uh start date so on you know march 1 this plan will be published and all of these to do's will become active and available for the mentor and the employee so i will quickly first show you what avery the mentor can see in the plan at this point any questions i know that's that was a lot so i just want to make sure that yeah yeah lucy this is kevin the one just one thing i will mention is that once we get through the sort of the front end user experience uh lucy's going to take us through the back end and how the admin would set up these templates and use criteria uh to determine who gets who gets what so we'll be we'll be getting to that yep great point thanks kevin okay so now that avery has been assigned a plan she'll see this plans tab until she'll see that she's the mentor and plan she will open it up and here is the plan so avery can see the plan in entirety and she can open things up and she can view the to do's um but i'll point out that she cannot um she cannot edit the plan that is something we are modifying in our version two uh we are we will be allowing managers to modify the permissions of the mentor so if gail wants avery to be able to fully edit the plan as well she could do that for now though the mentor can just read the plan um and so she can see the plan in its entirety both before and after the plan has been published okay so note that she can't actually do the plan is not published yet so these two news are still in draft state at this point so she can just see she can't mark her things done as done yet so i'll go back here to gail and i will publish the plan go ahead and publish it now so we can see what happens a few kind of warnings making sure that everyone has all the to do have been assigned and that everything has due dates great so now we're in this you know view version of the plan so the progress bar has now appeared um note that dale can always go back and edit the plan let's say she forgot something or if she wants to i don't know just add in a new stage or do whatever she can always go back and edit the plan and it'll take her back into that edit mode um so now she can open up her own to-do's so let's say that she scheduled the one-on-one she's you know already had the one-on-one with janet and so she marks this as complete okay and so here we are so now i will show janet's view of the plan so janet on her start date will receive a notification that she has been assigned a plan in her employee service center so here is her plan note that janet can only see the things assigned to her so she cannot see the full plan like the manager and the mentor can so she can just start working off of her own to-do's she can add a question here and you know anyone on the plan can respond to the question she can mark it as in progress her market is complete but here she can see her you know ramp up plan uh according to you know week one month one month two um so this will give janet kind of a piece of mind knowing what she really needs to accomplish as a part of her ramp up experience and really start going so on day one she has that full view here okay great um so now i will for kevin's point i will kind of dive into the admin experience so let's say that you know janet was in sales um so she received [Music] one other question that came up lucy that you might want to incorporate in as you go was around um where the door where the data gets stored and does the templates allow for uh editing and versioning okay yep so i think i'll answer that question but feel free to kind of ask any more clarifying questions if i i don't fully answer it um so here's you know the admin experience you have these different uh modules here um so you can see we can dive back into this in a second but here you can see the plans from the admins view um and so you can see the plan that uh you've we've created for janet here but first i'll just take a look at the plan configurations today so as we see here um i've created a number of plan configurations by department so we have sales and we have development we also have one that applies to all employees as well as based on location um so i will also point out that these are all new hire plans but as an admin you can also build out different plan types so here i've had i've built out offboarding transfers and promotions so you can assign these plan configurations uh to a different plan type and i'll that'll make a little bit more sense in a second um but let's say that you want to add a specific set of to-do's that are only for very entry-level sales employees so let's say for you know sales associate one that's a job title that all you know new sales people have and maybe there's a separate set of trainings and experiences that you want them to go through that you wouldn't want any other sales employee to go through um so you want to create a very specific template just for sales associate one employees so you create a new plan configuration okay and here's where we have audience so here's where you dictate uh which of these you know templates applies to who so i've gone ahead and created an audience for sales associate one so anyone with that job title will be in this audience so if anyone has any questions on you know how to use audience uh what audiences you know how to create them feel free to kind of ask that in the chat and go over that but for now i'll just go ahead and associate this plan configuration to this audience and here we have our plan types so i'm gonna i'm gonna assign this to the new hire for the sake of the demo but you could go ahead and also create these out for transfers as well or any other transition and now i will go ahead and submit note that you cannot make this plan configure plan configuration active until you add to dues to the plan okay so i'm going to open it back up and now we have this related list to create the stages so i'm going to add i'm going to go ahead and i'm going to use the same stages so that they all kind of combine into into an easy or the same set the same stages on the plan itself so first i'll use week one and now i can add the to do's to the sages okay okay so i'm going to name my to-do so i'm going to create a you know sales associate training modules so this will be those specific trainings that are only for sales associate ones um that you would not want other sales positions to receive so you want to associate this to the journey accelerator task type which would give you access to these fields here so mandatory what this does is indicates on the to do whether it's an optional or mandatory task for the employee so this is going to i want this to be a mandatory task i want to make sure that the employee does not see that optional flag um so i'm going to say mandatory is true and then this editable flag what this does is this indicates to the manager that they can or cannot delete it or edit it on the plan so we saw that kind of required for this plan a tag on the to do so i really i want to make sure that the manager doesn't delete this to do so i want to make sure that this one says editable false okay here are our you know global task description short description and description fields so these are our translatable fields so if you want to create these for in different languages you can use this to to make sure that these plans will be translated based on an employee's logged in preferred language okay and so this is where you can add that rich text description so you can add links here you can add attachments um so i will just say begin and complete this training let's say i'm just going to put you know google here but you can link to any any external site here okay great okay some additional fields below so you can assign this to a source so you can assign this to either the employee the manager or the mentor this is an employee task i want to make sure the employee receives it so i will assign it to the employee and here we have our you know due dates um so this will this will make sure that the due date is configured based on the publish date so when the published date or so when the claim is published um this will be a relative date based on that date so i want this to be done five like within the week that the employees start so i'm going to say seven days after start um so these should be these should remain as is so start on or after these have defaulted to the correct uh the correct values here so you only really need to change this these days here to specify the publish date or sorry the due date of this to do okay and then i will submit so now we have week one with an associated task here so i will go ahead and make this plan configuration active so maybe we only want one extra thing to be available for these sales associates so now i'll just show you how this gets created in a new plan so let's say that avery gail has another new hire howard and howard is a sales associate one so i'll go through the same steps this is a new hire avery i'll have a ruby the mentor she's a great mentor and i'll create the plan and we will see here the same to-do's have been included but we also have this additional one in in the week one for sales associate one training modules and you can link out to google okay great um so this is how you would build out these templates so let's go back um here and let's see if there's anything else i should point out so i'll also point out the dashboard so this has some out of the box reports that you can use to track plans being created um so you can you know see that kind of the growth and plans or the status of plans being created or published in the last six months um here you can see to-do's created in the last six months from a template so those things created from these past templates we just created versus the to do's uh being created by the plan creator the manager so these are those ad hoc to do's they can create on the plan and then you can you know look dive into these plans a little further and you can see this you know native servicenow view of janet's plan here and that is journey accelerator so um this is kind of our version one experience so any questions um kevin anything that i should have uh spent a little bit more time on here i think we're good right now a couple of questions that we've got answered in the in the q a i think we're i think we're doing good great awesome well this is this is it so i will go back to the presentation let's see and talk about a few more final things okay so i these are the steps we just went through to create that that extra template um so if you want to go back in and watch this later feel free to and and use these steps to create your own templates maybe in a subprime environment if you want to go ahead and download journey accelerator into a subprime environment play around create a test creating these experiences for your organization we went over that okay so lastly i'll just kind of point out some tips and tricks for getting started with journey accelerator so you know again you can go ahead and get started if you would like um we would also recommend this would be a great time to do a small group rollout so if there's a group within your organization that you think would be you know well prepared to use and benefit from during the accelerator maybe go ahead and get started with that group and we've heard from a lot of people that sales organizations are a really great use case for doing accelerator sales organizations which is why i went through that in this demo have typically very defined you know training modules different steps they have to go through before they're allowed to you know go out and sell on their own and we know that many of those sales organizations have spent a lot of time and energy building out these in you know very manual ways um so you know service our own internal group included um so i think that if you if that rings the bell to you might be a good group to reach out to and and get started and test with um but really any group with a well-defined onboarding process uh or any other transition process you think would translate well as a journey accelerator and then secondly you know think think beyond ramp up so are there other transitions that managers and their teams have pain points with that could be elevated by kind of building out these experiences allowing managers to really customize plans around uh at your organization so off boarding we've heard that one could be a use a good use case for journey accelerator at many organizations even performance management so i'll let you guys brainstorm on your own feel free to kind of bring any ideas to us happy to talk through them here or outside of this session okay and next steps okay so if you are interested please reach out to your account reps or comment on our community event page if you're interested in adoption um in the near term uh we would be happy to help you out on that so um the part of the product team is ready to go to help uh to help you guys build out these experiences as well as allow you to be a champion for this feature um if you're interested in being a design partner and helping us plan out the roadmap um helping test out new features that we are we are looking to build we would love to have you as a design partner you know with or without implementation we're always looking for feedback so that you would be of a great help for us and i know that it would be probably a great help for you as you look to implement journey accelerator in the future so please let us know okay yeah and lucy back back to your previous slide about other other use cases right so there's there's the question that came up in the in the chat around linking out to other systems right so if you were using it for performance management and you wanted to link to that performance management system to create goals for example right that link could be part of the the task that's assigned right yep it can and again this is where kind of being a design partner it would be great because we would love to get your feedback on you know what sense systems and how to best kind of you know integrate or just kind of build a better experience around that in those kind of links out to other tools such as goal planning tools et cetera but yes you can add the link into it to do and it will take you to that performance management tool yeah i think that's that's a good point that i was going to mention too right is like the sooner we we get customers that are interested in using this and start adopting it then the sooner we get feedback and we can continue to advance the capabilities and add to it so we're just excited to get customers interested and and starting to use it so we can continue to uh evolve it and improve it exactly and i'll point out that in our version run we saw that kind of one that new journey floater task type which is a pretty generic task type um so you can it's flexible but generic at the same time we will we are looking to expand you know adding different types of task types in the near term we're adding some scheduling features so you can go ahead the employee can go ahead and schedule something and outlook directly from the to do um so that is coming on the near term roadmap but we are also looking at you know more enhanced task types maybe learning uh you know feedback etc so feel free to if you have any ideas there or things use cases or test types that you think would be crucial for your team please communicate that to us it looks like we're caught up with questions in terms of what's been submitted in chat but lucy this is alison i wanted to throw in one thing that i've heard kind of amongst our customers that's a common question so i know a lot of our customers look at journey accelerator and their first question is do i have to be live with onboarding or a life cycle event to use this so you can talk about that a little bit more you do not have to no as long as you're an enterprise customer you definitely do not need to be live with onboarding we are building out so we showed that to do in the beginning where you can you know in a life cycle event push a manager to go create a plan uh we are in version 2 creating some more enhanced integrations to allow for you know automatic plan creation let's say you don't want to rely on the manager to build out these plans you want those plans to be available to employees regardless of whether the manager goes in and creates it um so kind of some tighter integrations and with that life cycle event so there are definitely some benefits of using life cycle event but this is an independent experience from the life cycle event so this you know the plans page and being able to create a plan you do not need um onboarding to use that or sorry you do not need lifecycle events to use that right and another scenario right is you could be using a life cycle event for onboarding but maybe you want to use journey accelerator to support a transfer use case that you have within sales or someplace else right so you can combine them that way right one one scenario i hear a lot too is like when people move into leadership roles right they become vps right there's a lot of resources and programs that they can be part of that's a good example of where a journey accelerator plan could help out in those scenarios yep definitely and it can also be a tool that's used by the manager outside of these templates we've created uh so you can allow managers to just create their own plans for you know whatever their personal use cases are for their team so they can you know create stages create tasks test their their teams so that's something you can enable you don't have to enable that but something to think about great one other question that i'll add to the mix that i know i've also heard from customers is kind of with the fact that you are kind of empowering managers to be able to create these plans for employees can you double-click lucien to kind of some of the options so let's say a manager makes a mistake with something that they've published can you talk about um how that can be course corrected yep so i think i showed and i'll i'll go back and pull it back up um [Music] but gail can always go back and edit her plan so if it's something small so she's in let's go back to janet's plan since it's already published she can edit the plan and fully unless it's already unless the two has already been completed she can still edit it edit it she can delete the plan so let's say that janet decides to go like janet she creates this plan and jen doesn't show up on day one for whatever reason she can delete the plan and all the twos will get will get wiped away um and so that is an option as well um but there are so yeah there are a few ways depending on kind of the severity of your error i guess perfect thank you for recapping that i just wanted to flag that one because again that's something i've noticed is coming up a lot in terms of an faq so thank you no problem well i'm checking out the chat and the q a i don't see anything else there but i want to open it up to the group just for another 30 seconds or so to see if there are any other questions on anyone's mind all right it looks like we did get another q a submitted so lucy is there a link between a journey and a life cycle event mhm great question um so yeah today they're simply a to do that can link you out to the manager to that point and i'll just kind of remind you what that looks like so gail as a part of you can you know create a to-do in the life cycle event to you know tell the manager task the manager to create a plan in journey accelerator um so that is uh i guess we've already completed it so it's not here anymore but that's that to do that says navigate out to journey accelerator so again in version two we will be providing tighter links so if the plan has been created from the life cycle event so let's say that jan that gail created like came here created a plan uh then the two would be that the link to the journey accelerator plan would be here would be on the live cycle event and the link to the lifecycle event will be on the plan so that the manager can can easily navigate back and forth between the plan and the cycle event additionally we'll just kind of create some we'll pull some data from the life cycle event onto the journey accelerator plan such as start date um as well as kind of the plan type in order to make it a more smoother process for the manager creating plan so i'm not sure if that fully answered your question but that is coming some better integrations are coming in version two great thank you so i think that catches us back up with all of the questions um so i think we can call today a wrap lucy great job with the demo and the the presentation and i want to thank everyone who joined and interacted um like lisa mentioned earlier we did record today's session so this will be posted back to the community page and again please watch out for our next session we are again still finalizing that topic but we will be back in about a month with another topic so thank you thanks everyone thank you thank