greetings everyone Welcome to our uh webinar today getting started with HR Service delivery um we have a lot of content to cover so we're going to get started right away but this recording will be available we'll talk about that here momentarily as well um let me get going uh we'll start off with our Safe Harbor notice so very quickly we may or may not talk about things that that will happen in the future and if we do talk about things that happen in the future there's no guarantee they will actually happen um it's just our intent that we're sharing with you uh so do not make buying decisions based on things that have not been delivered uh so we have a lot of webinars our live on service now team produces webinars across all of our service Now Products um the QR code on the right will link you to a whole list of of events um we'll also share some links as we go through this presentation uh about different resources including other webinars um so please you know do uh do attend the webinars um we produce them for your benefit and we hope that you'll find a lot of great information when you do um we're hoping you'll get some great information off today's uh webinar as well uh a few things a few rules here if we will um so first we did save some time at the end we're hoping for some for to highlight some questions and answers that uh that have uh been been uh given throughout this presentation um uh there is a Q&A button on your screen so please use that um that allows us to track all the questions and respond to them appropriately as well as it gives us an opportunity to come back later in the session and highlight them um you will not be able to come off mute during this session so we strongly suggest using the Q&A panel um do not use chat for questions if you use chat um we may or may not catch those as we go um presentation will be recorded it will be shared on the service now Community um we do uh we do uh try to post all of our webinars out on out on there um both for your review in the future as well as for those who cannot attend today and we want to give them the resources as well and then after the event there is a short survey please uh give us your feedback we always love to know what we what we're doing well and what we can do better um so as we move forward and and continue to do these webinars um we're constantly improving so thank you for feedback I'm Rue Adams I'm an outbound product manager and service now in our employee workflows division this includes our HR Service delivery products um so uh I I I don't know if I'm an expert but I'm trying every day um and I'm with I'm sh I'm here with Michael Sheridan Michael do you want to introduce yourself sure thanks Ru so good morning good afternoon good evening everyone I'm Mike shering I'm from the product success team are at service now within the employee workflows business unit my title is product success technical director so essentially I provide leading practices guidance to customers and partners as they're deploying or they're carrying on their Journey with HR Service delivery so thank you R thanks Michael so quick agenda um we will be covering implementing hrsd uh we'll talk uh uh we'll have some overview content as we go um the elements of hrsd what are the capabilities and applications that make up hrsd um both the core applications as well as some of the uh application that kind of extend functionality in the HR space we'll talk some about HR experience employee experience um how are the employees engaging with your HR teams how are your HR teams engaging with each other uh we'll talk about next steps recommendations and resources um because we hope this is the start of your journey and and uh and you'll continue on with us um and uh this is just a great way to sort of get some introduction and some overview and then start making a real Headway into uh into your HR practice and then we'll uh hopefully have a few minutes at the end to do some Q&A review um share some of the of the of the best questions and answers um that you can all take and use as you go forward uh so we have a poll question um we're going to launch that here uh very quickly and the the question is uh what is the most used feature uh of your of hrsd within your organization and if you're not currently using hrsd uh what are you going to what are you planning to use in the future when you do uh Implement hrsd and uh uh not not unexpectedly um a lot of folks are in the case management and Knowledge Management employee Center all pretty much equal I understand that that's that's those are those are really I think the core applications and then uh uh a few of you are are saying all of the above and and that's really for for our uh viewpoint um that's really kind of the the thing we all strive for which is we think those three applications work best together and that we uh our customers get the most value when they're using case knowledge and employee Center um holistically so with that um we'll move on but thank you and uh we really appreciate uh really appreciate knowing where you're at so this uh this webinar is going to cover uh hopefully a lot of material it's not going to cover everything about uh about HR Service delivery we don't have the time for that um but we do have other resources available that uh that are that are accessible uh 247365 as they say uh one of those is our HR Service delivery welcome guide out on the out on the service now Community we strongly encourage you to go out to the service now Community um and and really begin or continue your journey in that Community um I I'm out there Michael I know you're out there um many of our internal resources are there our partners go out there your peers from other companies go out there um they ask questions they answer questions they post resources um it's a great place to share um our knowledge to you as well as you sharing your knowledge with each other so um I I strongly recommend engaging with the service now Community whenever you can with that Michael I think I'm handing it over to you to talk about implementation of hrsd thanks Ru so we'd like to start with this slide because we're really building the foundation for our implementation and there are some things that I I would imagine go without saying that we have to cover in order to be successful so I'm a man of analogy so I like to use examples on uh on a lot of things so as we Traverse through this slide I'll probably use a lot of analogies but for all intents and purposes it's like the the the basement we're building the basement to house our house upon so we want that Foundation to be strong in doing so when we're talking about implementing HR Service delivery we want that strong foundation so you may ask well Mike what is that strong Foundation it's definitely starting with the vision what does the company envision our HR Service delivery looking like what are our success measures that we're going to measure against to to indicate that it was a successful implementation so there's a lot of vision and value that go into it what is our vision what's the value we're going to get out of it as well as some of the other things that are are foundational to a successful implementation um what are we going to deploy so are we going to phase in the applications a lot of customers will have the whole gamut of HR Service delivery the Enterprise skew but choose to implement case of knowledge to address a a a larger issue where we're not tracking where not securing um we're doing our HR Service delivery through spreadsheets and email and is not really an efficient way or a way to share information or secure information so what are we deploying are we going to deploy everything are we going to phase in applications it's a good place to start because then you're starting from a strong foundation and moving forward the next thing that's important is the implementation roles who's the executive sponsor Who are the key decision makers that are going to be part of these meetings or workshops that's going to drive requirements or that's going to decide on requirements so an important uh important role the next is governance and certainly we need governance that a lot of times we've done deployments and we've we have a squeaky wheel in the room where one one individual or one group is is articulating all the requirements without a lot of buyin from the rest of the team so having that governance to say what is the business case for this requirement or customization um is it something the business wants to take on if it's a customization are we going to take on that that technical debt or if it's a configuration is it scalable for our business growing forward organizational change management essential to a successful implementation as well as the skills and expertise do we have as a customer do we have the skills in house to deploy HR Service delivery typically we encourage customers to to go with they Services partner to engage those resources that are familiar with the application familiar with implementations and really could help Implement smoothly and then project planning goes without saying the last thing I'll say about this slide is the the assets that we offer so we have now create we have our product documentation we have as Ru mentioned earlier the community where you could get information or ask questions in order to help give some future sight for customers maybe that have done a similar requirement and you just want some insight before you actually Implement so another important part of your implementation is definitely those foundational elements but then Gathering the materials that are needed I.E now create uh our product documentation so that you can have the information needed as you move forward you know we read the release notes we understand what the application does from the the prior version important in a successful implementation so um very good to uh to be successful in in following these these uh these guidelines okay so the second part is of of our implementation is is validating and and operationally how we're going to support this so a lot of times I'm in involved with the implementation one way or another and the question comes up well who is going to do our customizations or Advanced configurations with an HR Service delivery we only have our HR team that are agents and fulfillers we don't have that more advanced uh Advanced user within our organization so those type things have to be worked through so operationally you can support the application whether if it's configurations to accommodate the changing of the business or whether if it's customizations to accommodate a unique requirement it's important to understand who are the people for those run roles who are the service owners who are the people that are going to be maintaining those HR services in case something changes um who's going to be the admin for HR Service delivery and then platform Health um when we have things that we need to look at um who is going to be involved with with uh with the platform Health if we're looking at uh at things like performance or executing reports who are those resources and then demand management um what's going to be our intake for enhancements for changes um we need to give our community of voice so they feel like they have Insight on how to better the application we have to have a process in place in order to to field those intakes from our community and then enhancements our business is changing daily so we may need to enhance the product in order to accommodate for those business changes how are we going to accommodate that what is going to be our process what's the governance around any enhancements um what are the business needs and then upgrades what is the HR role in upgrade of the platform I've seen instances where it HR and other uh departments sit on the same platform and one wants to upgrade to get some new features where other business units on the platform are a little more latent where they want to soak in some more of the functionality before they upgrade so those type decisions have to be made as well because we want to stay as current as possible in order to get the features performance enhancements or anything else that we do to uh enhance the product and then assessing value it's always a continual process to improve so how are we assessing our HR Service delivery how are we assessing performance how are we assessing uh feedback from users or user of siment so important things to know is we're deploying so you could be in the right place and have all these foundational these operational items work through as you go through your implementation so the last thing I'll say here is that it's important for all of these theoretical elements to be in place you know what is our vision how are we going to get there and operationally how are we going to support three key elements to be thinking about as you move forward hey Michael before we leave the slide I just want to make one key point I think which just sort of Aggregates everything you've said um so a lot of companies that I've worked with been part of consulted with at various times we get to the point where we make the big project plan we launch service now hrsd um our case workers are using um agent workspace our employees are reading knowledge through the employee portal um all of that was great we got there we got to launch day we all celebrated it was wonderful um and now people are starting to use it when you launch that's the beginning of your work right every day you go in you need to sustain a all of this work that you've done to make sure that the employees continue to find Value that the agents continue to to be successful um helping helping the employees in your company so um while while all this planning is great we have a big project plan we execute on launch day you've got to continue you've got to make sure that uh that knowledge is up to date and things are are happening so um just something I want to to sort of set the the expectation around um and I think this slide starts to talk to that which is you know it it's a daily uh piece of work absolutely so there's a question that came up that I'll answer live when we get to the the next two slides I I think it's appropriate so it's a good um foreshadowing with the question but I'll answer once we get to those slides so I'll keep it in que for now so this slide here and I won't go into great details of all the features and functionality that is listing in each swim Lane but there's a a progression that we that we publish and that's a foundational swim Lane if you will and then there's a crawl walk run and then fly fly being the you know the tip of the iceberg where we're doing everything we're at operational excellence our our instances performing well we're getting good adoption from products the reason why we depict this slide is because customers coming from a spreadsheet HR Service delivery mechanism sometimes going to the fly swim Lane can be overwhelming there's a lot of features and functionality there's geni there's machine learning there's automation these things that we're introducing that we're finding can be overwhelming for customers so typically we see those type customers phasing in applications so we go live with with HR case and Knowledge Management in the foundational element and then we're starting to crawl we're introducing things like agent workspace or anonymous support center and then we're progressing we start to walk so we're introducing things like life cycle events Journey designer where we're automating where we're giving a better experience but we're not overwhelming so you could get the idea of what we're depicting here with this slide to show typically when customers are in that foundational stage the applications or the features functions that they're implementing at that point so we we definitely want all of our customers to be in the fly mode we want you at the tip of the iceberg but sometimes it's a longer journey to get there so this just gives a good idea of where customers are successful in implementing new features and functionality or even applications as they progress from just the foundational state next slide so what can HR Service delivery do for your organization starting off is HR case management so for customers that are coming for from a more archaic way of doing HR Service delivery case management is allows you to standardize so we have a record identifying this request issue whatever the case may be we could prioritize we can assign we could get it into the right skill we could run service level agreement we could run metrics to understand how we're meeting against our service level agreements so case management is the way that we could Su we could put everything together in order to formally track any request that we have for HR Service delivery Knowledge Management is an icing on the cake meaning that we could use Knowledge Management to standardize documentation if we're releasing um policies for uh vacation if we're releasing policies for Behavior things of that nature we could standardize so it's not word of mouth it's not tribal knowledge these are documents that are reviewed and approved so we could release to the community so from an an information perspective more from a a self-help we could get the information needed and then more from a self-service or even a deflection standpoint we could use knowledge to provide information or insights that's going to deflect a case or you know another application record for that matter and then lastly well thirdly we have the employee Center Pro and this is really our gateway to providing the experience for employees so it's the multi-departmental portal or the Gateway for our employees so it may be an IT requests and HR requests facilities workplace we could all put them on the same unified portal in order to give a better experience along with that and the last thing I'll mention at least on this slide is that we can deliver content so we could deliver an experience based on configurations rather than customizations so moving on to point four HR profiles this is the key element of our HR Service delivery not only does it store Key employee information but can also store more pii type data so it may be a situation where we want to store the employees birth date because we want to send out a birthday campaign to all employees that have their birthday that's within a week so we do that by way of the HR profile one thing I'll mention and probably getting it too technical for just a getting started um webinar is that the HR profiles are required for an employee when they're consuming our HR Services we have situations where we have a unified portal and we have contractors that are just working it where we would not want an HR Pro profile for them we have other elements to store employee information we call that the employee profile which is separate from an HR profile HR profile specific to HR Service delivery the employee profile agnostic to one uh department or business unit it's across the platform for number five we have our Coe tables and HR services so our Coe tables are our centers of excellence benefits payroll we have different tables to accommodate for different use cases that customers may have it's a way to separate different data points being on different tables and then our HR service which are really the heartbeat of what we're doing with HR Service delivery it's stating what service we offer it's going to State what SLA we have and then it's going to facilitate Automation and then number six we have our HR agent work space and this is our our interface to give a uniform look and feel for all of our agents it's more standardizing the interface instead of one agent can configuring it different way differently than another agent and sometimes it it causes confusion so agent workpace standardizes that interface it offers things that that are more of an enhancement so what I'll mean is by that is by I in in shadowing some of the agents I've seen in the past with customers they tend to T all of their browser tabs where now we allow that within the workspace if I have multiple cases open I could have different tabs within the application to represent each of those cases to toggle between them so it's more around efficiency and standardization so moving on to step seven essential to HR Service delivery are our roles security and access it's sensitive data within HR and we want to make sure that it's secure it's in a scoped application we want to make sure that the people with the scoped role are the people that we want to see HR data the people without that scope role can only see their own data being an employee as an example I have no fulfiller role I'm not able to see other data within the within the HR Service delivery application and then dashboards and Reporting we want to know how we're doing operationally against our slas against our cat so we can Define how many cases are being created how fast are we closing them using dashboards and Reporting which are essential for our operations and then lastly on this slide before I get into the Live question was Integrations and this is our method for Automation and then leveraging the system of record so many of our customers are using hcms like workday success factors people soft in order to feed their employee population into service now the purpose is is that the system of record is updating service now to keep that information as accurate as possible with that direct feed or direct integration with the HCM so before we move on to the next slide I'll answer one of the questions that came up so the question is is how is case management different from Incident Management and when would an end user create a case vers an incident and any quick example Le and an example would be HR case is different from incident because it's it's a different functional area and incident is more around it functions I need I I can't log into my my desktop um I need a new mouse those are type things that would be it related HR related is I need more information on my benefits I have a new child that was born I need to know what's covered at the hospital or things like employee relations where you know somebody was harassing me and I need to report it they're now you know I get to the point to where I don't want to come to work because I feel like I'm being harassed so I need to be able to report that somewhere and that's the main difference but the security side of it is when I report something we need to limit who's able to see that the example may be Ru and I are on the same team we both may work employee relationship cases but I had harassed Ru and he feels uncomfortable and wants to report it well we don't want that HR ER case for me to see it so we secure that from the person who is not reporting who is not the complaintant so just to give an example of where HR is separate from Incident Management we've had customers in the past have work with HR in the global scope and had challenges in trying to secure that a lot of ACLS a lot of of of custom workflow in order to secure it that added more overhead than they were comfortable with so we scoped the application to separate the the data in order to secure it with those scoped roles and hopefully that gave the example as well so we'll move on to the next slide so getting into more details on HR case and Knowledge Management starting with some highlights so enhanced efficiency as a business we want all of our workers to be efficient and we want to give them the tools and applications to be successful and we do that with HR case management along with Knowledge Management and any other application with HR Service delivery for that matter but I mentioned earlier about the standardization of the HR agent workspace is just one example of how we're trying to make agents more efficient putting more information in front of them where they don't have to execute separate queries open separate browser tabs to search different areas of the application we centralize that using HR agent workspace the goal is trying to enhance efficiency the next highlight is easily share relevant information so we could do things like sharing a knowledge article or pulling other agents into the conversation using the sidebar as part of a chat to help with with the case it may be an Anem that's more proficient with how our payroll works than than I'm able to to answer so we could easily share that information sidebar being one of them knowledge you know out to the employee and then improving Service delivery so we're we have our service level agreements operation level agreements and we're trying to track our our targets through dashboards and reports so we want continual Improvement so we're doing well against our slas can we improve we're doing well against our seats how can we improve how can we identify the areas where we can improve dashboards and reports will help improve our service delivery and then lastly we want to protect the employee privacy so we want to strength the the case confidentiality by using things like the Coe security where we can restrict cases it's scoped application and we lock it down to only those scope roles so essentially we're protecting the employee privacy just by being in a scoped application along with all the other things like the Coe security policies that we could use to further secure based on a configuration without having to use code so here we just give a the agent view of a case this is within the the the workspace that I mentioned earlier and here we log into the homepage and we have some dashboards that are going to allow the agent to do their job more efficiently so what slas are at risk what high priority cases do we have to gain focus and here we colorcoded them to emphasize on the right hand image you can see where we're consolidating all that information so I have the add a glance I could add data points if needed to show more information on the employee are they a VIP where are they located uh you know what was their employment start date when is their employment end date any key point that we store in order to make a better experience for the agent because again we're trying to improve impr efficiency and here you can see where I have a lot of elements at my fingertips I can see other tests that are related I can see any emergency contacts any cases that they have open for them so again just trying to be efficient in case management by with the improved agent workspace for the HR agent Knowledge Management is a key way for us to deflect provide information in policies In knowledge-based Articles and what we have here is just a an admin view of what that looks like we have features like templates that we can use we have a versioning functionality for most customers that want to version articles and be able to see what was changed from article to article the purpose here is to standardize our policies our knowledge for customers to share based on those roles or any of those attributes that you have within the applications or within the platform example may be that I want to show any new higher type documentation or knowledge articles for a new hire so I'm going to use a a user criteria that this this person is a new hire whereas I may want to hide the new hire information for employees and provide employees knowledge articles that are specific to their role or any attribute that we're tracking within the within the application so Knowledge Management is a great way to do that the last thing I'll say with Knowledge Management is a key way that we can deflect that we could provide better uh user experience by providing more information again it just goes into the the effort that we put in to authoring those knowledge articles we did have a before we go to the next slide we did have a a question that came in um it looks like it's being typed in out the difference between agent workspace and a agent workspace is the same as what incident HR case management has so we do have a workspace for operations the service operations workspace that's separately from the HR agent workspace so typically if you're working HR you're in the HR agent workspace realm for the lists and the additional information it provides like response templates fulfillment instructions so there are different interfaces for an incident agent if you will than an HR agent one using the HR agent workspace the other using the service operations workspace the next question is could you talk about localizing an HR Service delivery employee CER portal where the org operates in multi-region and localization is mandatory I'll speak to this at more of a high level so we have our localization based on um configurations meaning that we have tables for localization like messages Fields uh you know labels Etc where we translate for the portal it's a little more involved but for all intents and purposes we have things like Dynamic translations where we could where we could localized within the portal we have customers that have asked about localizing just one application related to another oh with incident we don't want to localize but HR we do localization is across the platform so by and large there are methods that we could use for localization and getting more in detail is a little bit out of scope for a general um HR case management introduction but definitely we could follow up with more information on just scoping in the portal if that was the uh if that was the was the question and then lastly before we move on do you have any best pra or any Baseline SLA recommendations or best practices generally we we recommend to evaluate what you're trying to measure what we see is a lot of customers are creating a lot of slas that just gets confusing meaning that they're they're putting slas on elements lower than just an HR service and causing a lot of slas to be attached to a case where we see really isn't necessary so it's something that we could probably take a step back and put the SLA against the Coe or even the HR service so the the recommendation is really to evaluate what you're trying to measure what service level or operational level agreement that you're trying to meet and configure accordingly it it's it's a matter of not trying to boil the ocean where you're you're trying to get too detailed and you're you're confusing the issue or you're you're skewing the metrics if you will so start simple and then build on what you have based on what your requirements are around service level agreements hey hey Michael can I just add to that um absolutely I've been doing a lot of work with customers recently and and uh uh some of them have actually you know established a you know 3-day SLA or a 5-day SLA for all HR cases um uh those of us who work in HR also realize that there's a lot of complexity in HR that doesn't necessarily exist in other parts of the business um a case where maybe I just need to update my password for an HR System um for Access would be a lot different SLA than and I want to move to another country and work in another country for my company right which might be a multi-week or multi-month process to get work visas to transfer to move all my my worldly Goods into another country so so slas are are are um difficult I think more diff more complex potentially but I do like the recommendation Michael that that you start simply and then build from there and and and just understand that there's going to be some variation in slas Maybe for One HR service than a different HR service absolutely well said so moving on with HR roles and security and the purpose of this slide is just to show you the out-of-box groups that we get and typically most if not all of these of these groups are applying a permission set so typically if I give an employee relations group membership I'm applying the employee relations View and write role scoped role along with that group membership so it's an easy way to to maintain our membership in roles rather than trying to do that at the role level so groups is a way to append the roles and have them inherited to the user so the reason why I brought up this slide is to give you a good idea of what we have out of the box in terms of HR groups that are used for assignment that are used for permissions within the application HR Services I mentioned earlier are the heartbeat of what we're doing an HR Service delivery so this is where we configure our automation this is where we configure any variables or or any data points that we want to apply to a case this is where we could add additional functionality like using case options to fulfill some automation the reason why I talk to HR Services um is because it is the heartbeat but it's important to structure our HR services in the matter that facilitates our business needs we've had situations where I've seen customers are slicing and dicing HR services to say well this this account notification is how we do it in in us this account notification HR service is how we do this in a Mia this other account notification HR Services how we do this in apj representing three different HR services for the essentially the same HR service that we're providing to the organization the reason I mentioned that is because we have things that we could do for the HR service to do different things based on different regions so fulfillment instructions where I could put conditions to say when it's an AIA employee these fulfillment instructions would apply so HR Services another like like slas where it's good to start off with these services that we provide and then build on that as the business grows it may be a situation to where the business changes and we provided an HR service in a certain way and now that certain way has changed well it's a configuration so it gives you a lot of flexibility to reconfigure based on your use case instead of you know historically where you would have wrote code to do that so HR Services if anything that you can take away from this slide is the heartbeat of HR Service delivery and allows us to configure the way in which we fulfill our HR service hey Michael there was a question around domain separation I was wondering if you could answer that yes so does HR Service delivery domain separation or is it domain separated a couple domains companies and our instance may need HR Service delivery but other domains may not or do we control that through roles and security HR Service delivery from a data perspective supports domain separation from a advanced configuration perspective it does not so we can't have company configure their own life cycle events and and assignments and things of that nature separate separately from companyb doing their own configurations within the application we could have a centralized Administration and then domains separate the data but the HR Service delivery application itself is not 100% domain separated for those those reasons I gave earlier and can we just add that uh targeting is available right so you can say hey I have a an employee in one group um with within one company and you can give them information specific to that company uh versus a different company it's just the functionality itself is centralized absolutely and and just on that note we see a lot of companies that are looking towards domain separation but more trying to segregate like fulfillment of cases between different regions and that's what we can use the Coe security policies for so if it's a matter that we're all working payroll but we want to segregate a Mia payroll from AMS payroll we could do that through Coe security configurations to keep those those those fulfillment tasks separate and that data segregation separate to where Amia is not seeing AMS cases and AMS case are are not being seen by Amia resources so the next item is the HR dashboards I could say a lot about these but it's really how we're going to track how we're doing against our operational excellence meaning that are we tracking against slas are we providing a good service based on feedback so our our dashboards and reports are going to facilitate that for us next slide please moving on to employee Center Pro so some of the highlights for employee Center so it's definitely to enhance the employee experience employee Center is our Gateway into employee an employees view into the company so we want to make that the best experiences possible so enhancing the employee experience is what we typically do with employee Center or our main marketing is to enhance the employee experience we also support the hybrid Workforce from anywhere so we can transform how work gets done so whether if that's multi-channel whether if I'm accessing from mobile or on the mobile browser and it's cross departmental so I can engage it on the same unified portal as if I want to engage on HR type topics and then we're connecting employees in moments that matter you know somebody's going to be on maternity leave next week we could provide content that's specific to them um getting ready to go on leave are you ready here's some things that you need to think about we can deliver that content based on any of the attributes that we hold within service now or are fed from any integration so if anything is taken from this this slide and the last thing I'll say about this slide is that employee Center is really the gateway to the experience that we want to deliver to employees alumni and new hires so we like to use employee Center Pro as the employee destination site so we have a lot of customers that are using employee Center Pro as their internet because of the capabilities like actionable Target campaigns so I could push out campaigns that are actionable you need to You Know download your W2 because it's January and it's tax time as an example um and then we consolidate tasking across the platform so if I have approvals for some it processes I can approve those within the portal as well as if I have any HR approvals that I need to uh that I need to approve maybe for a case like onboarding you know this this employee is getting this certain type of of service it needs to be approved I could approve all those in the portal agnostic to one application and then lastly again we're engaging employees with the communities with the people search um news and then events an example would be for a new hire I may show them events on here's where your orientation day one is going to be for employees I could put the annual you know summer uh roast or barbecue that we're going to have so it last thing I'll mention is that these are just some of the things that we provide with employee Center Pro in delivering that unified portal to deliver the experience then we have the curated experience based on the unified taxonomy so taxonomy is really the essentially like a categorization that we set up for employee Center and this is how we could bucket all of our employee experience items into the employee taxonomy and then allow ownership and edit permissions within that taxonomy so we keep HR separate from it it separate from facilities and some of the ways we do that is through the homepage you can see these these uh popular items Dynamic topic pages that we could have within the taxonomy and we can review all of the content within a dynamically created topic page to give all the items that I can select from based on the topic and then lastly a Content page um we could deliver a specific piece of content as like through a dynamic topic page a micro site Etc again just to enhance the experience and then delivering those targeted act B Communications the example would be somebody's going on leave I want to be able to show them that we know that or they're a veteran and Veterans Day I want to show them some appreciation for their service just some of the things that we could do to enhance the employee experience again through these actionable targeted Communications and then how do we Implement employee Center Pro and it's a lot of the same ways that we implemented HR Service delivery we start with that vision and value foundational services how are we going to accomplish that implementation roles who are going to be the decision makers so all of those same items definitely governance and then leveraging our assets and now create in our product documentation and then lastly how are we going to support this operationally what are our run roles you know how are we going to accommodate enhancements upgrades so implementing employees Center Pro we have documentation on more details where how physically tangible we're going to to to move from or move to the employees Center theoretically it's putting the vision getting the assets we need to be successful and then having our plan for operational runtime so some of the things that we have to get even more information out there to you is the employee Center Academy so I'll give a few seconds that we have the the the you the the the QR code that you could scan in order to get more information the next session is August 21st at 9 Pacific time and we cover a a gamut of different topics and we have listed what we've covered in the past I would recommend strongly recommend that you participate in these employee Center Academy sessions in order to gain more enablement around employee Center specifically next slide please additional help that we provide within employee Center so again the employee Center Academy we have a deployment office hours it's the last Tuesday of the month at 9 Pacific we have an employee Center confidential road map webinar employee Center customer showand tell webinar where a customer will walk through their implementation and then on the community we have the employee Center product Hub I would recommend that you join that community so you could follow along with the blogs with the articles in order to enable yourself on employee Center employee Center Pro topics so Michael I think I'm taking over from you right now on these slides one thing I did want to say again uh just because um this question came up uh this this session will be posted out on the service now community so uh so you'll be able to review and and see the slides again and and click the QR codes and whatever else you need to do um in a you know in a few days um I know the live on service now team is you know tries to get that done very quickly um after each event but there are a lot of events um so so give give it a few days and and go out on the community it should be out there um okay so which uh which features will be most beneficial for your organization and the answer may be all of them of course and we kind of hope that's the case but uh but yeah we definitely want to talk a little bit about you know case management giving you a centralized workspace um you know maybe getting all of your cases out of email um some of the customers I've worked with um have been doing email case ingest and and you know unstructured um you know cases and they don't know really how many they just kind of have a feel for it um obviously getting into a a centralized managed location uh for injust of all your cases is going to be beneficial um you definitely want to be able to track and and Report out on on what you're doing in that case management uh space as well and to collaborate as Michael said and share um amongst case workers you know maybe what's the best way to resolve certain types of cases and and doing those more efficiently um knowledge really enabling your your your employees as well as your case workers and others to to uh you know self-help and selfs serve um maybe maybe instead of having to open a case they're able to do all the work themselves um centralizing and sustaining that knowledge again Michael had mentioned tribal knowledge I worked in a lot of a lot of HR departments where where you have to go to one specific person who knows the process um get them to document that process and share it so that we all know how to how to do it um governance making sure things are up todate um current uh no broken links information um is relevant I I've also uh had the experience of working places where some of the published information is 5 to 10 years old um and that's uh on an internet some where um and that's not helpful either because employees even if the information is still accurate employees are going to start doubting uh that it's accurate if it's five years old and then getting the feedback and being able to uh to respond to employee feedback or other feedback about um a knowledge article you know is a link broken um because the downstream uh you know website has changed or something of that nature uh and then sending out notifications you know hey you you have an article that's set to expire you you want to go and review that article um and having that notification come automatically is very helpful uh Michael has just covered employee Center Pro a lot of benefits there the curated experiences right I get information different from what Michael receives because of my role because of my location Etc um maybe there's something special going on in Seattle that isn't happening in Chicago or vice versa and I need to know that that's going to be critical um building those content experiences hey it's going to be open enrollment season soon um being able to send that campaign so employees can update their benefits and then uh the integration like the um like the single sign on App Launcher um how great is it that I can go out and when I need to access a tool um maybe my my workday implementation or something else I can just click and launch that app and actually be authenticated into workday where I can do certain activities or or functions um within within another application and then Enterprise search having that sort of a Federated search where you know I can be searching the internet searching on uh knowledge articles and just searching kind of the corporate ecosystem uh holistically is is a great benefit um so we're going to launch another uh another poll question here um you know you you feel free to and this one you can type into chat if you'd like um there are a lot of capabilities we've discussed today um are any of them sort of uh appealing to to you as an audience um you know is there something that you say that's what I really want to do or use um that's really going to help my company move forward and we'll leave that poll open I'm going to go ahead and move on but if we can leave that poll open let's let some folks type their answers that would be great next steps recommendations and resources so as we're getting ready to wrap here in the next few minutes I just wanted to uh to say um there's high level I think uh yeah you're you're going to want to start planning um what are your business outcomes what are you trying to achieve uh is it better employee experience is it fewer cases is it fewer cases of a certain type um definitely defining those business outcomes um what you want to achieve at a high level um then determining your scope how are we going to get there what's uh what are the things that are going to make us um better at getting to our business outcomes our business goals and then how are we going to measure our progress so knowing your kpis knowing your success measures is going to help you there and then having a rollout plan um you know what are you doing and who's doing that work and when is it going to get done um at a high level that's that's really critical I would just add to that um what's the operational plan um who's doing that work later I I had a number of uh a number of customers in the past say oh well you know we did all this work to launch our employee portal with all this knowledge um and to start uh working cases through service now um and then we forgot that oh we need to keep those knowledge articles updated um you know we didn't anticipate you know that there's ongoing work so so knowing who's doing it when they're doing it how you're going to sustain it are you reviewing things on a on a recurring basis um I think so having a the project plan and then having the operational plan behind it is is going to be helpful uh skills yeah so there are there are a few uh a few certifications we would recommend that anyone get um you may or may not need all of these but I would just say um you know the human resources implementation certification the service now Administration certification and the application developer certification certainly for an HR admin all three of these would be beneficial um for other roles you may only need one um but I'm just uh you know these are some core cases or some core certifications there are more certifications out on now learning I strongly suggest you go out there to see everything that's available uh deploy and manage um yeah so when when I'm in an implementation it's starting uh with my implementation and sub production uh or sub production instance to test things out make sure they're working make sure everything is is showing up the way I want it to and even maybe uh soft launching in subr um with a few folks just to test things out right so give some some employees some access maybe work them through through some use cases um who gets access uh is critical what roles are you going to assign and to whom um and then defining what is your minimum level product um I love this I had a customer gave me this this uh this description a few years ago um it's not about the minimum viable product it's about the minimum lovable product because if your employees don't love it if they don't use it it's not doing it it's not getting you the benefit that you're hoping for so what is it that that's really going to help um and then creating a management and operations plan we talked about and a road map what new capabilities what future capabilities might help us and and that's kind of an ongoing piece of work there uh so as we're wrapping up I would just say go out to the community look at all the live on service now events there are many of them um hrsd and other applications um so many uh events uh please we hope they're they're going to provide a lot of value to you I would definitely go to the live on service now and look at what's upcoming and then what's already recorded that might help you as well uh use the community we have product hubs for HR Service delivery and employee Center both of those are great resources um go out to the community and you can see what's available and uh again for other products and applications there are Community product product hubs as well uh additional implementation resources we have our customer success Center a lot of leading practices are documented there now create provides some methodologies we shared some of that earlier um in the session um and then our HR Service delivery webinars this will not be the last one we have another uh webinar coming up on Thursday morning in two days um that might help you it's called case and knowledge um for hrsd um what why and how of deployment um please uh join those other events and as we're coming up to time here I'll just say we also have our service now impact team our expert Services team we have training and certification all of these are great re sources with that I think we've been answering questions as we've gone along today um hopefully uh We've answered everyone's questions if you have follow-ups you know you can reach out on the community um and we're out there every day pretty much looking at the questions and trying to get as many answered as we can um hopefully all of them as we go um but we're you know we're engaged and we hope you'll stay engaged as well with that I just like to say thank you from the service now team we appreciate your time today and we hope you have a wonderful day