welcome to get started with case and Knowledge Management for HR Service delivery I'm Rue Adams um we'll do some introductions here momentarily with me is Michael Sheridan um first as we get started Safe Harbor notice um we probably won't make any real forward-looking statements or road map statements today in this presentation but we always pop up this uh this slide to let you know that uh you should not be making purchasing decisions based on things um that we may be planning and may or may not deliver although as I always say we're always trying to deliver the best experiences um with our products for our customers and we're always listening to our customers that's actually part of my job so um with that I'll move on to uh the live on service now this is a service now webinar um live on service now does a number of events um we have several in the HR Service delivery uh space upcoming this month next month um and into the future um but there are there are just so many amazing webinars that are delivered on different applications and topics around service now through this live on service now Series so definitely take a moment um look at what's available and attend the ones that you have the most interest in uh few housekeeping items um there is a Q&A button on your screen if you do have questions we we ask that you put them in the Q&A panel so that we can better manage them and and answer them respond to them for you um the presentation is being recorded it will be shared on the service now Community within a few days a week of of this broadcast so uh please look at the service now Community if you want to kind of come back and review any of the content that we cover today uh or find other uh recordings that we've done in the recent past finally after this event you'll be prompted for a short survey please let us know how we're doing what we can improve um always looking for opportunities so uh we always appreciate your feedback and with that I will move to the introductions again I'm Rue Adams I'm an outbound product manager in our employee workflows division uh which includes um HR Service delivery as well as our uh workplace Service delivery and legal service delivery products um I focus primarily on hrsd and hrsd related topics uh and with me is Michael Sheridan Michael if you would take a moment to introduce yourself awesome thanks Ru so hello everyone I'm Mike Sheridan I'm a product success technical director in our product success organization uh I focus specifically on HR Service delivery within our employee workflows business unit I've been here at service now close to eight years now and uh my role is providing guidance best practices as it relates to HR Service delivery for customers and partners alike so U thanks for being here today back to you Ru thanks Michael yeah so the agenda today we'll do an overview of case and Knowledge Management um we'll talk about planning for your implementation we'll talk about some configuration consideration uh there will be a demo uh some key takeaways at the end and then we'll review some additional available resources um we'll also take any uh you know questions uh throughout the presentation again using that Q&A panel and at the end if there are any outstanding questions that we'd like to answer and or highlight and we'll do that at the end of the presentation um yeah so so case and Knowledge Management for HR Service delivery the whole point is to provide Services HR services to our employees right so employees are are engaging with us because they want to know something they want to know how to do something um they want to complete simple tasks they want to place orders they want to ask their questions and HR Service delivery is a great way to manage all of that um because as we know there are sometimes uh you know tens or hundreds of questions a day depending on sort of what's going on in the in the employee life cycle um you know when they need help we want to get them the help and when they need care we want to give them the care so so you know the whole purpose of HR Service delivery is to sort of organize all of that into one place where you can properly manage it and understand what's going on with your business and then take action based on that so what we hope to do today is give you some basic information that will allow you to set up your HR Service delivery and if you've already set it up maybe optimize it a little bit more so that uh so that your employees are getting the best service in the in the quickest time so yeah HR uh case and management uh this is this is a platform um capability and you know it uses a similar uses the same knowledge base um uses a similar way of managing their it tickets um but we're going to focus more on the on the HR side of it and how it allows you to standardize documentation interaction and fulfill employee request for HR so that will be our our goal for today um this is kind of the the the life cycle at a high level um where an employee will will maybe come to your employe portal um maybe you have employee Center stood up and uh and they're they're engaging with whatever information you're providing there um they may be reading uh knowledge articles uh engaging with some of the links that you've put up there um but oftentimes they're in that employee portal and they're and they have they need something right they they may be providing feedback on articles or they may be opening cases and so if an employee opens a case sort of the third icon there uh that case is going to get assigned to an agent now that may be into a queue and triaged and assigned manually or it may be assigned through um through automated work uh Workforce so you know it depends on kind of how you've set that up but an agent is going to get that case and they're going to start uh looking at that case and when they do um if they're in the in the case management uh agent workspace um they'll probably find that there's knowledge articles or or information about Thea case and the the the HR service um related to their employee request um available to educate them as an agent in the best way fastest way to resolve um the employee inquiry or request so we'll talk a little bit about uh about agent workspace today and then uh and give you some more insight into into how that works and then the agent is going to work that case and they're going to update that case uh obviously when the case is is resolved it gets reassigned to the employee for final acceptance uh the employee will either confirm the resolution or or maybe reopen the case uh the agent will again work the case until it's finished or they'll close the case once that case is closed um dashboards reports if you have performance analytics performance analytics will show you what's happening with your cases um which HR services are generating the most um which ones are taking the longest um what's the employees satisfaction um with the case resolution so you can get a lot of information a lot of insight from um our employee uh or for from our reports and dashboards so this is kind of the flow of a case at a very high level so yeah so so some benefits of of HR Cas and Knowledge Management so we obviously want to enhance our efficiency both from the employees side where employees can find information better and faster but also from the agent side so agents can more quickly close cases um and and get on to the next case um processing either the the volumes that they have or spending more time working on those uh more complex cases so we definitely want to across the board enhance the efficiency of the employees engagement with the HR organization um we certainly want to create and share relevant information easily um obviously the better information we can provide to employees the more complete that is and the more actionable that information is um then the the less uh time and effort on both the employees side as well as the agent side we want to improve that Service delivery experience making it better and faster and more complete um so that we can have the best possible engagement uh between employees and HR and then finally um which I think is a is a very important point and Michael and I have talked about this on many occasions um protecting the employee privacy um our security model is is is pretty uh prettyy Advanced and in and in many ways um can be done across multiple levels and layers uh to ensure that employees privacy their their uh information is secure um that people who don't need to know don't know um people who need to know can find that information and help the employee in the most efficient and best way possible so so we definitely want to be able to to protect the employees privacy um regardless of the case opening and the and the HR service involved uh so with that we're going to launch a quick poll um we just kind of want to know where you're at on your HR implementation Journey um have you have you started um have you bought licenses but you're not started um are you thinking about it where are you kind of in the overall planning um this just gives us an idea about uh who's here and we may Tyler tailor some of our some of our statements and and and ideas here based on where you're at and I see from the results we've got um got a lot of people in planning so yeah I think this uh this session is is probably really well suited for people who are planning uh or or thinking about starting um to hold their plans and if you're doing workshops which I see a few of you are um that's always great uh to know and think about what are we trying to do and what's the best way to move through um an HR Service delivery deployment and if you're configuring um maybe a few of the tips today will help you sort of adjust your your your thinking or or help you better understand the different ways you can influence uh how you're setting things up to uh to be the most efficient and most complete all right well thank you for that that's great information to have um we'll try to hit on some of those points today that we think will help you uh regardless of where you are in your journey so yeah so when you're planning for your implementation there are some things you want to do um to to get more value faster uh this is one of the things that we we do we have a checklist that's available um there will be some links published in the uh in the chat that you can look at that will get you to this information um talk a little bit about what the checklist is what the risks are how to sort of set your foundation and then you know what what you can do as far as um converting uh Legacy knowledge into into Knowledge Management on service now um I've run several of those projects um oftentimes things are in a document repository somewhere um that repository may or may not be maintained um oftentimes you know it's uh it's probably another company's solution and you're you're making the best use of it possible but it's not necessarily A proactive solution ution that's going to to give you long-term benefits um I've seen a lot of uh companies that have uh published information published knowledge made it available to their employees and then never maintained it so things are three four five or more years out of date um and that's not necessarily helpful to employees or um if you're a multinational company um you may have everything sort of in one giant repository and if I'm looking for information specific to the United states where I'm located um I may also be finding information for the UK um for the Philippines for Australia um for Germany and and that's not necessarily helping me and I have to sort through all that information to find out what applies to my situation as an employee so so definitely uh look through these resources and and there's some great guidance here for you so when you talk about implementation approaches and and how best to do this um we always want to start with our internal HR processes and understand what's happening so even if you don't have a system of record maybe all your cases are being opened through email um maybe uh you've got one or more email aliases and and each HR service team is is working through an inbox um you know you you still want to look at what's happening in that inbox and get as much data out of that as you can which HR services or or HR Support requests are the highest volume which ones may not be highest volume but take the most time things that that you can definitely optimize and things that you should then prioritize as you as you do an implementation right so if if you get most of your questions are about um different employee benefits then you definitely want to prioritize the benefits information you're providing to your employees and make sure that your knowledge articles are going to address the questions that are already being asked um you're definitely going to want to focus on employee experience and Employee Self-Service what are the things that employees can do themselves where the HR agent doesn't even need to be involved um or the information the employee can just be guided into maybe a system of record um maybe you have third-party tools um and you just need to tell the employee how to log into that tool and do the work that they need to do to get the answers to their questions so you definitely want to look at that employee experience and understand what is being asked and how best to get that done for employees and then automating the critical and complex processes you know it's it's amazing as I kind of work through uh with certain customers how many customers have processes that they don't um they don't document very well and they don't think about the flow through the through the the process from the inquiry from the the employee all the way through the resolution and closing of the case often times there's a lot of back and forth between an HR agent and employee because the information isn't being captured um UPF front so you know if you can get an employee to complete a very brief form about what they're asking where they're located um and you have that information you can often close that case much faster and in much more uh much more complete way so again this was very high level um but we want to we want to kind of ground you here and help you through one of the resources that I'm highlighting now um and there's a link in the chat for this and this is our HR Service delivery recommended implementation sequence so we're really trying to get you to look at the base capabilities of of hrsd and then grow uh as as needed as necessary over time into a more complete more thorough hrsd solution um going all the way from sort of basic case management Knowledge Management uh security all the way up to some of our current artificial intelligence products like now assist so um as you evolve and and mature this is this is a great road map and this road map is available again through the link um in chat uh I definitely recommend you look at this and use it as general guidance um you may have specific needs that that uh will tell you we want to do maybe uh you know everything in the left column and then a couple things from the right column is kind of our our first release um but that's for you to to choose um but we have a lot of capabilities and and you can mature over time to really addressing a lot of uh your employees needs and a lot of the efficiencies that your business needs with that I'm going to hand it over to Michael to take you through basics of HR case management Michael you're presenter mode all right still inis that's it all right we got it so welcome everyone I see a few uh familiar names on the attendees so thank you for for your attendance we're going to talk a little bit about hrk management and really getting started and the important components of HR case management and terms of of uh of our implementation so the first thing that we're going to talk about is HR profiles it's a key element of what we're doing in in HR case management HR profiles are what are going to allow us to deliver the experience and when I talk about delivering the experience is this is where we're going to store a lot of those key attributes that we're going to key in on to know that maybe somebody's a veteran maybe somebody lives in the Midwest so those type items that we're storing in the HR profile are going to allow us to deliver the experience you know within the employee Center Pro portal HR profiles are a required element for HR case management we typically get those HR profiles by way of an HCM integration so the human human Capital Management our workday success factors people soft we typically integrate with so we're automating uh those employees new hires alumni coming into the system so they're maintained in the system a record and just fed into service now updated in service now so a key element of our HR case management one thing to note is that when I create a case for a person that's in the user table not in the HR profile when I create a case for them as the open for or subject person the system is going to automatically create that HR profile so it we would hope that it would already be created before we're creating the case but by and large uh that HR profile is going to be automatically created if the user is found and doesn't have an HR profile so a key element in deploying HR the next element I like to call the the heartbeat or the heart of our HR Service delivery and that's our HR services what are we offering what services are we offering our employees alumni new hires to fulfill our HR Service delivery within our HR services and when I get into the demo I'll show a bit uh some of the attributes that we apply with HR services like case options uh think things of that nature templates so we could automate processes we could build processes all through using that that heart of our HR Service delivery which are the HR Services uh the next item that's required for foundation are our HR templates and typically we're setting a priority on our HR case templates we can designate assignment if we're not using Auto assignment or uh advanced work assignment there are other things that we could prepopulate default Fields default uh priority default status but those HR case templates are a way that we could um fulfill the requests without having to have a manual input we're just going to automate that through the HR case template the next uh required for foundation element are record producers so record producers are required if we're going to deliver our HR services from the HR catalog so when we have a record producer specified for our HR service it's going to allow us to show that within the portal so we understand that some customers have HR services that are only created by agents and we have HR services that are available in the portal for uh for self-service if you will the next element is the security groups and rol so we need groups and people to be in those groups in order to you know establish our assignment groups we need our roles to establish uh access within the application I have a role of a HR basic which gives me the ability to work HR cases so if I'm a fulfiller that's going to be a role that's appended to my profile uh it's going to be needed in the application to deliver these services that we're looking for and of course the security the security is coupled with the roles but we also have elements like the Coe security Poli policies where essentially we can configure and access restriction within any of our our HR tables and our HR tables we call centers of excellence or we refer to them as Coes for those who are not familiar the next required for foundation element are notifications so we're going to want to get notified when our cases resolve we're going to want to get notified uh perhaps when we're assigned a case there's a lot of notifications in the system that help us to take action um so it's it's one of the elements that we we deem necessary as a required Foundation element and then of course our out ofox reports and dashboards we're going to want to be able to deliver how we're meeting our our metrics operationally so we do that through our reports and dashboards some of the elements that we may want to add later in order to enhance our process C Es are fulfillment instructions so we may have new agents that aren't really keen on how we work a specific HR service or we may have nuances depending on you know some criteria so we can use fulfillment instructions so an agent would know what needs to happen in order to complete that HR case we have things like checklists checklists we can use to make sure like fulfillment instructions that we're following a process process and we we dot all our eyes and cross all our tees and we check all those boxes uh SLA so are we gonna have service level agreements against our HR cases because we're held responsible on meeting those slas so typically we see these after the fact after deployment when a customer can fully evaluate you know and set expectations a lot of customers are setting slas on implementation from day one we want to assure that we're going to be able to meet our service targets the next item we may want to add later are automated workflows and service activities so we may want to build some processes really expand and mature more in the application so we're going to automate some of the things so service activities we may want to automate a non-disclosure agreement and have a service activity where we're presenting a non-disclosure agreement to an employee and then next we have document templates document templates allow us to have documents for an employee to sign have documents that would automatically attach to a case maybe for reference purposes so a lot of flexibility in our document templates um certainly a way that you could build a process or refine a process by using those service activities um that may include a document template um of HR sort or document templates of more what we would call an advanced form um surveys is also an element that you want to you may want to add later so we may want to get inputs on how we're providing the service from an employee perspective or we may want to put out surveys to understand you know from a manager's perspective how is that onboarding experience since you're a new manager and it was a new process for you and then lastly the custom reports and dashboards so we provide a plethora of out of box reports it may be something you want to expand be more specific in the metrics that you're trying to report to to your leadership so we'll talk a little bit about uh core data and HR profile so really an element that's needed in order to uh have our HR Services um the things to think about are we integrating excuse me with the system of record it's not typical that customers are importing HR profiles from a flat file like a spreadsheet it's typical that customers are integrating with their HCM so they have those uh system of Records feeding in the latest updates um do you need additional data and service now for the HR profile so are we are we looking at things like uh employment start date employment end date for an HR profile from a licensing perspective that employment start date is going to allow you to maintain those HR profiles when somebody traverses from an employee to an alumni and as we all know the licensing structure within HR Service delivery is an employee is licensed a new hire or an alumni do not consume an HR Service delivery employee license so if we have a thousand people that have left the company we would hope that you would annotate that employment end date to where they would then be converted to an alumni again not consuming any of your employee licenses so some of these are examples of the importance of specifying data within the employee profile pulling over the right fields from our HCM to support our processes you know we don't want to have somebody that's been gone from the company for 10 years still sitting in our HR profile table as an active employee again we may have of uh U deactivated their network account but in the system we want to make sure that we're up to par um and does HR have any additional core data needs so for HR to function do we need any additional data it may be a situation to where we don't have a shipping address for that employee and we want to be able to ship the new hire uh uh swag out to the employee or ship a laptop from an IT perspective so this could be a way that this information can be secured but shared where needed in order to facilitate a process so again my point being trying to stress the importance of the HR profile and the as real time as we can get integration um typically uh you know with those hcms to feed the the core data as it exists in our our our hcms so just a little more details on the HR services so these are the benefits these fall along with our centers of excellence to provide all the servic that we're providing in each of those centers of excellence data models so we also within the HR Services have templates to help you automate set field values as well as doing things like constructing a process by using service activities again these are all done in our HR Services we can even do simple things like uh we have a an a function that we call case options where I could automate workflows based on what we have out of box and an example would be when I'm presenting a document to an employee once the case is created I want to automatically generate that document I want I don't want the agent to have to go into the case click a button to generate the document manually so just an example on how we can automate Services through a configuration through our HR service configuration and I'll show a little bit more of that as we go through the the demonstration in a little bit so some of these sample HR services that you get so roughly depending on if you're installed employee experience packs or if you're using life cycle events but by and large you're going to have 54 sample HR services that you could certainly use for your processes we we like to call them best practice data so when a customer says well what kind of services you know do do customers usually have those 54 HR services that we provide out of box are a good uh blueprint of what those services are and certainly you could add certainly you can deactivate or modify based on your use case um if not required each Autobox HR service can be deactivated individually so if it's a matter of that we're not um doing payroll in service now and we we not Fielding payroll cases within service now then we could deactivate those payroll HR services or we could deactivate the payroll Coe Al together within a configuration again just to facilitate your processes but keeping it as configuration driven so facilitates upgrades it's not a customization so some of the considerations for defining and prioritizing HR Services the first is what work is your HR team doing now and how is it managed are we using spreadsheets are we using inbox other customers are using Outlook to do their HR Services you know what is the work that we're doing now and how can we build that to give a better experience for all all being the employee the admin as well as the agent uh the second step is how do employees initiate support with HR is it a call to a service desk is it an email is it some type of portal so again keep the experience in mind when you're trying to um Define and prioritize those HR services to give the best experience for all uh the third which process can easily be standardized so so can we build that just with an HR service do we need to extend it to service activities or do more automation through life cycle events flow designer or any other method that we provide out of box and then lastly which services are important to your employees so we want to make sure that we're providing a mechanism for our employees to request those services or get the help needed are we providing that as part of our HR Service delivery so one of the experience experiences that we're trying to deliver to an agent we accommodate through our configurable HR agent workspace HR agent workspace is an interface specific for HR agents that we've built to standardize how agents are viewing cases how they're doing their work Con the configurable HR agent workspace allows a little bit more flexibility as well and I'll give an example here in my in my uh image on the screen I have one case that's opening opened I have another tab where I'm creating a new case I could still open another case in another tab so it allows me within the same window to toggle between cases before HR agent workspace we saw a lot of Agents were opening multiple browsers so there are some cases where I would see 50 browser sessions opened where an agent is working different cases HR agent workspace facilitates that easier interface in order for me to toggle between cases without worrying about one of my browser sessions expiring and kind of mudding the waters so some of the features of of the configurable HR agent workspace is it's an interactive overview of all my assigned cases and workload so I have lists I have metrics I have uh dashboards um I have report that could be drilled into and filtered to access more detail so I can conditionalize those reports to get to the details that I'm looking for we have an intuitive search returning results from various sources so part of our agent assist I have search sources that I could set up are we searching knowledge are we searching closed cases so again putting more power in the hands of the agent so they can resolve cases more efficiently and then we have links to announcements quick links and recently used a applications so just another way to give a better experience for the agent so moving on to HR security so we have a few different elements one being the roles you know we have HR basic we have roles that are that we give to an employee we have roles that we give to an alumni so just how we structure our role-based access within the application we have groups so we put people in groups to know who's available for assignment we use groups for things like access restrictions to say this group can see it or this group can't client roles are really an extension of number one client roles are an automated way that we can say Well when Mike joins the company on day one he's going to go from a preh hire or a new hire role to an employee role and then when Mike retires he's going to go from an employee to an alumni that's what we call client roles and we can tailor the experience to that client role based on if I'm an alumni if I'm an employee or if I'm a new hire as a new hire I would expect that I'm going to see different widgets different content within those widgets than if I was an alumni and then lastly for for security we have our Center of Excellence security which allows us to configure what groups can see certain types of cases and what groups can't so it's just a way for us to configure an access control list just through a simple user interface for notification we have a plethora of standard Autobox notifications for all of our Center of Excellence table um you can activate and configure Advanced notification layouts for more engaging notifications so a lot of customers will brand their notifications specific to their company make them more interactive where I can click on links to view my request so it's really up for configuration we could translate our notifications it's it's certainly an important part of HR Service delivery to be able to notify somebody when a case has been created on their behalf when they're assigned a case when a case has been closed so every step of the way including our ad hoc notifications I just want to reach out to the individual to understand uh or get additional information on the case notifications can be opted out by employees by you know through configurations um some things to be mindful of is not to overwhelm an employee by creating two many notifications we see a lot in the field to where employees will create a special email box and anything from you know applications will be sent to that email box to not muddy their inbox and then they go unnoticed so we don't want to influence somebody to disregard any notifications because we're flooding them with too many so just be mindful on you know notifying and moderation but notifying to be effective and then dashboards and reports it it goes without saying we have a plethora of reports that we provide out of box and any of these can be modified to make your own so in the in the image at the top we have active HR cases I may want to use that same report copy it to New and have it be all of our closed HR cases within the past week so you could use what's there for your use cases or expand to expand your use use cases so with that I'll pass it back to rule to talk about HR Knowledge Management thanks Michael I appreciate that um I am going to go through HR Knowledge Management fairly quickly um we make sure uh I'm cognizant of the time and and Michael has some demo things wants to just point out to you actually in an instance of the of the platform so uh let me let me get going here um so service now Knowledge Management um yeah so some of the things to consider are uh structure um how are you capturing that information uh how are you tracking use of it how are you improving it how are you managing it over the long term um you know I I'm going to give you a few uh sort of leading practice recommendations here uh structure all always a good idea to have a fairly consistent structure look and feel um similar information um uh across all of your knowledge articles so employees know where to find sort of the core information and what's always going to be maybe a core part of every knowledge article and keep it simple um it really just needs to answer the questions that employees are asking in the most efficient way possible um very few people need a lot of detail um to Simply complet a task so you have to kind of consider the task but but the simpler you can make it the better off it is and the more consistent and structured the better off um capturing um always look for opportunities to uh to capture information um out of uh HR cases um look for opportunities to capture information out of other uh repositories maybe uh SharePoint or another system where you have information that need really needs to be um available through an employ portal um and and through the through the knowledge base um track usage if no one is is reading an article maybe that article can be retired or maybe pieces of it can be added into an article where employees are are are really spending their time um always look for opportunities to improve uh definitely use the feedback mechanisms that are available um and and check to see what you can do are links broken is information incomplete are there questions uh that employees have that aren't being answered and then definitely um don't let articles go on for for for months and months or years and years without being updated um you want to make sure that that information is current so employees always have the latest and greatest um so yeah conf configuration considerations um knowledge bases do you have one do you have many um with HR criteria and some of the targeting capabilities we have um I always like to have maybe one knowledge base for it and one knowledge base for HR and one knowledge base for uh you know for uh CSM and so on I don't really like having a knowledge base for um HR employees and a knowledge base for HR agents myself I feel like that information can be done using um targeting using uh you know knowledge articles and using our knowledge block functionality where you could actually Target knowledge blocks to have like information for agents um in the same article with information for employees but only the agents are going to see what's specific to them so so just a a consideration there um again uh having some consistent templates is always helpful um having publish and retire workflows um you can either instant publish or you can have um articles go through a review process um think about how how you want to manage that um categories and connected content um especially when you're working with an employee portal like employee Center you definitely want to consider your taxonomy and how you're organizing articles so are you organizing under uh benefits and then medical and dental and retirement um and then payroll and taxes and and invoices and and uh you know so think about kind of how you're structuring um a tree structure is often uh a typical way of doing it um but make sure that that it Maps uh and make sure it maps to the Way employees are also thinking about uh the content not just an HR Centric view of of of content I know I had a team that managed employees uh transferring from one country to another they called it Mobility employees had no idea what Mobility meant so uh we actually had to say you know um job transfers and and and and use other other taxonomies uh to make it clear to employees um set up your security enrols you can set up security around knowledge as well you definitely want to do that you want to have admins you want to have contributors um and you want to have obviously uh readers um with your employee base and then you want to Target those readers maybe based on their region or their role um you can set up notifications especially for your content authors to make sure they know when content is expiring um and then you can also create reports and dashboards around around content so definitely do that consider that as a way to make sure that you're proactively managing your content um uh it says may add later knowledge blocks I believe knowledge blocks are especially when you're in a more complex organization um knowledge blocks are are are kind of core for me um I don't know if I've set up a knowledge base in the last five years without knowledge blocks so definitely consider that it's a great way of targeting information either to roles like agents or managers um as well as employees and then only managers can see what's targeted to them um or to Target information across regions so employees in Germany and employees in America and employees in in Japan are all seeing what's what applies to them um but those knowledge blocks can be targeted in that way translation again depends on on your Workforce and your the needs of your Workforce um but definitely translation management should be one of your considerations and then Knowledge Management training and process guidance um depending on how you've structured your knowledge in the creation of and Ma and maintenance of your knowledge um that may or may not be an ad later it may be a due now um but definitely a consideration on on how you're going to manage your your content we'll talk about that a little bit more here momentarily um uh knowledge content architecture yeah knowledge bases you may have multiple knowledge bases you may have one um I tend to like to keep them as Consolidated as possible um just to make the management and governance e easier and then you also should consider how does the Knowledge Management and the taxonomy that I've applied in knowledge map to the taxonomy in an employee portal like employee Center um making sure again that there's a clear mapping between those um so it's easier to know uh when employee is in the employee portal and they click on a on a link in the mega menu as we call it um you know what information is going to surface for them we'll talk a little bit about more uh more resources for Knowledge Management as I kind of go through this very quickly um uh three different approaches centralized decentralized or distributed and hybrid um this is kind of how you would manage knowledge centralized means you have a core team of authors writers maybe Tech editors working with subject matter experts to create all the knowledge that's available in your knowledge base distributed means the subject matter experts themselves are creating the content um and that case you're definitely going to want to have a lot of training available so that they're doing the right thing and you may want to have a review process uh to make sure that things like uh language voice formatting are all consistent between your knowledge articles a hybrid would be um you may have some subject matter experts who are creating content but you also have um maybe editors are reviewing it to make sure that it that it meets your standards so just a way to organize the creation and management of knowledge um key considerations obviously your governance do you have publishing retirement workflows are you using versioning do you have standardized templates are you reporting against your articles to know which ones are most effective which ones are not which ones are being read which ones are not uh taxonomy you definitely want to have your taxonomy figured out and make sure it aligns to other taxonomies that you may be using or exposing to employees such as employee Center again um and then maintenance um I'm a big fan of the valid 2 date um which is part of the knowledge uh based uh setup and configuration um because that way you can say hey every year we're going to force a review of this article to make sure that it's current up todate and providing the right information to employees so with that I'm handing back to Michael for a quick demo of just finding navigating around some of the features thanks again ru so what we're going to do is we're going to walk through some of the items we talked about earlier just so I could show you what those look like so what we're going to start off are the HR profile so this is an HR profile for one of the users within my instance and here we have you know a lot of the attributes that we could key in on for delivering that experience like you know return to workplace maybe they're out for uh maternity leave um country of birth place of birth date of birth um some of the different attributes one that I just want to key in on because I mentioned earlier about the client role and auto assigning so this particular person best Marcel may be leaving the company and by way of automation we're getting you know their end date within our integration and I'm going to say it's in the past it was on on Monday and if you notice when I Sav This Record I've given her now a a client role of alumni so it took away the employee role and now given her alumni So based on our processes if we're using the alumni service center now best Maro is in a good position to start consuming those services so just some of the importance from the HR profile in order to acheve achieve the experience or the functionality that you're looking for the next item I'm going to I'm going to demonstrate are the HR services so we have our HR service configuration and I'll just pull up one randomly just to give some examples of some of the things that we have to configure So within our HR service we have the ability to to show a badge and when it's being worked by HR in the portal we want to show a badge for for HR we have the ability to select a fulfillment type is this just a oneandone a case no service activities no task it's just we work the case that it's done or is it a service activity where now I can create service activity tasks in order to build a process so service activities just think of them as child tasks if you will and I could build those in a sequence that I would want those to be worked on so again just a little more flexibility of what we have in our HR service we have a topic detail and topic category which result to our Center of Excellence so for all intents and purposes that's our categorization structure moving on to some of the other features we have the ability to show the case to the subject person so it may be something like a performance review that we don't want to show to the subject person or in this case it may be a retirement plan that we do want to show to the subject person when the case is created and then we have our HR template which allow us to prepopulate things like priority assignment group as well as the record producer so the record producer is what's going to allow it to be visible on the catalog if I would take out this value for record producer and save this record I would not have a catalog item within my HR catalog to request this it would just be done from an agent fulfillment perspective and then I mentioned about case options just ways we can automate some processes where I can automatically add the manager to the watch list um I could not default the subject person I can skip the auto assign or I could skip the user acceptance state so previously we had a lot of customers that were customizing to not present a waiting acceptance State and go straight to close when the agent was done so just some of the functionalities that we have within the HR service in order to deliver the experience um the last things I'll talk about are the open for and subject person view so we could have a different view of that of that case based on what role I have on the HR case if I'm the open for or approver I could view certain Fields if I'm the subject person or task assigning I could view different fields if so configured and then lastly on the HR Services we have the ability to pull in additional Fields by configuration so on the case I want to show the benefit plan and I don't want to show a retirement benefits for the subject person related list so I just do that by configuration if I remove these that related list is not going to show up on the case if I remove the benefit plan that benefit plan field is not going to show on the case so it's just a way that we could use the HR service configuration to align with our processes I had mentioned earlier about the template where we can automate you know some of the things that we're doing with our HR service and I'm going to switch to the new UI so our case template just allows us to specify information give a short description select a priority we could specify the assignment type I could also add additional Fields so maybe I want to see the uh the department you know within or or automatically set it probably not a good use case for a template but just an example to show you that you could add additional fields on that case template to help repopulate uh information into the case the case form and I'm g go going to go to a workspace and just open one of my cases to show you just what that looks like so again I'm pulling up the HR agent workspace which is a typical interface for our agents and then within that case form you can see I have additional Fields um I could pull these in through configuration of the views and I have the information that's needed so this is the workspace view of the HR case with all of my necessary Fields within the details I have other things related to the case based on the HR service maybe emergency contacts uh any documents any interactions for the subject person so that's just a view of the HR case form and then lastly the HR case is I'm going to show you the security configurations so what this is is a configuration to where I can restrict cases based on a configuration so for all intents and purposes I can restrict the payroll cases and all of the HR services to a payroll group so if you're not a member of the payroll group you would never see this case and I can configure this so what this does is uses the Access Control list as a variable to look at this restriction and allow a read or a write on those type of cases that I've configured for and I could build conditions so if it's maybe um a certain region when the region is in one place I don't want it them to be able to see it from another region so we could build conditions in order to facilitate our use case and just being cognizant of time I'm going to jump over to our knowledge base and just want to show you what those knowledge articles look like and some things that consider so I'm just pulling up a knowledge based article and in my instance I have versioning enabled so if I wanted to modify this article I have to check it out and then I could modify the article and once I re-publish it it's going to increment the version So within knowledge articles I have the ability to specify who can see it I could run user criteria Diagnostics it's typical that we're using user criteria so we could dictate who is seeing what knowledge articles based on any of those attributes that we're using for user criteria and the last thing I'll mention with knowledge articles is is we have a concept of taxonomy within our employee Center Pro where we're connecting content within those taxonomies we can automatically connect a knowledge category to a taxonomy within our employee Center Pro so probably a little more technical details but that's where we can leverage that category to do more than just specifying it within the knowledge article we can help it get injected into the taxonomy for our employee Center Pro so those are the things I want to show with the demo so I'll pause here or there any questions we want to answer or I'll pass it back on to you Ru hey Michael I just think one quick thing I want to follow up on that taxonomy and the alignment of the taxonomy there is information on our on our service now Community under the employee Center product Hub and the drop down of product hubs um there is information specific to the taxonomies um there 's uh there's a session a webinar about that and there's other information available on the taxonomy so as Michael was just saying you can align your knowledge based taxonomy with the taxonomy on your employee portal um and information about that is available again on the community that was a question that had had come in so let me uh so I know we're at time we're actually a little bit over for those of you who can stay about five more minutes and we'll wrap up for those of you who have to go um this will be posted and you can watch the end of this session I'm just going to talk about some resources and some upcoming events um going forward here in the next few minutes so with that I just want to to make a couple quick points um definitely we want you to use out of the box out of the box capabilities whenever you can to realize the quickest wins um obviously you have to take that into consideration with everything else you've got going on but oftentimes the simplest solution is the best and the fastest and you can always add more complexity later um so if you realize that that a requirement is truly a requirement um you can start uh doing uh you know some other things but uh but you know there's a lot of configuration capability as Michael was showing um which will allow you to address sort of those those easy cases as well as some of those sort of more middle tier cases that you have um again use the HR Services capability um but focus on the the HR services and the knowledge information that uh aligns to the volumes of cases that you're getting so if you get a lot of questions about payroll then make sure your payroll articles are in there and your payroll uh HR uh services are in there if it's benefits then go benefits if it's something else then choose something else um but but address those first um and that will start driving down your case volumes and then lastly um use your report on an ongoing basis that will tell you sort of what that next next opportunity is for you to make a better employee experience or to make your uh your HR service programs more efficient so that I'm going to move to um some implementation resources these will be put in the chat um but there is a customer success Center we have now create um and then uh there's a number of as I said earlier in this meeting meeting a number of HR Service delivery webinars and meetups scheduled um for the near future and and we're always looking at what's next um and what questions are being asked and what uh services or or information we can provide to our customers through these webinars uh HR Service delivery has a product Hub as well out on the community um community. servicenow.com um and then uh Knowledge Management uh has a product Hub as well so if you have more questions about Knowledge Management um there's a lot of great resources available on that product Hub um I use it I'm kind of a nerd that way I love knowledge um and then uh case and Knowledge Management the what why and how of deployment is scheduled for August 8 so if you can attend that session you'll get a little more Hands-On into um doing some more configuration in uh case and Knowledge Management and then lastly I believe um realize value with resources we do have our service now IMPACT Program um if you've signed up for that hopefully you're getting a lot of uh uh good good resources and and good information there there are trainings and and certifications available on our now learning site and then our expert Services is is a group of folks who can come in and help you do your configurations and and make sure everything is is working optimally um I definitely recommend them especially if you're not using a partner to support you um and you just need that extra bit of uh bit of insight or knowledge to help make sure your configurations are are really set up uh and tight and making making you uh as efficient as you can be so definitely those are are resources that are available and with that um I think we're kind of out of time for questions we've answered a number of those questions in the uh in the Q&A panel if you have questions after this um please feel free to to reach out and we'll get them or you can put your questions in the community site under the h R SD product Hub um there is a capability at the bottom of that uh product Hub page to ask questions and we are always monitoring and trying to answer those those questions for you as quickly as possible with that I want to say thank you appreciate your time today and we hope to see you again soon bye everyone