Maryland Netherlands welcome everyone I'm going to go ahead and get started Welcome to our HR case and Knowledge Management the what why and how of deployment we look forward to sharing insights on how to successfully Implement HR case and Knowledge Management before we get started on the content I want to share our Safe Harbor notice as a reminder you shouldn't be making any purchasing decisions based on any road map or forward looking statements that we might make in this presentation we always try to deliver the best experiences for our customers and listen to what our customers need therefore our future plans and priorities can change so we always want to share this notice at the beginning just a few housekeeping notes as we get started please use the Q&A feature at the bottom of your screen if you want to ask questions during today's webinar rather than using the chat that's going to help us be able to track them much more efficiently we will be posting this session on the service now community so you will have access to the recording and the deck after this is over and finally when we wrap up you'll see a brief survey popup and we encourage you to share your feedback with us so we know what went well and what could be improved for future sessions with that let's introduce our speakers for today my name is Teresa Keeny I'm a senior portfolio manager for employee workflows on service now's success at scale team we produce implementation adoption and transformation content for employee workflows I've been here at service now for almost 2 years and prior to joining the company I worked with the service now platform for over 10 years both as a customer and as a business process consultant within the partner ecosystem I'm lucky to have a couple of very expert co-hosts with me today Ian and sandep would you both like to introduce yourselves thanks Teresa Ian posnik here I'm a principal soltion architect on the employee work CL team at service now uh our team is responsible for implementing the HR Service delivery Suite as well as some of the other employee workflows products such as workplace Service delivery and legal service delivery um I've been with service now for about seven and a half years or so um primarily as a technical consultant and other roles here and um I look forward to the conversation thank you ready hello everyone this is sandep tanden I'm also a principal solution architect Within customer outcomes mainly working on our uh employee workflow products which is HR and uh related products like legal workplace Service delivery Etc been at service now for about six years and been in the industry for about 25 years uh most of my career has been around uh HR Consulting HR operations shared services Global business services so been in this space for a long time seen a lot and happy to have the discussion and share information with you all thank you both so I also wanted to let you know that we have a companion webinar available this webinar was delivered a few weeks ago by Rue Adams and Michael Sheridan some of our great hrsd experts here at service now it focuses on beginning your journey with HR case and knowledge and covers a bit more of the basics whereas today we will be focusing more on deployment and implementation strategies so feel free to check this out as an additional resource before we dive in I wanted to do a quick poll to find out where you are within your HR Service delivery Journey the pull should automatically appear for you in a moment we'd love to see how many of you are still considering hrk and knowledge how many are preparing for an implementation or actively in the middle of one how many are using hrsd today and possibly thinking about expanding your HR services or other functionality or if you're somewhere in between feel free to share that in the chat I will give everyone just a few moments to complete that poll I see we already have some results coming in so thank you to everyone who's participating looks like we have a nice mix today um most people look like they are considering HR case and knowledge or actively using um so hopefully we will have some uh some great uh content for you today if you're still considering HR Cas and knowledge I hope the information in this webinar helps to give you some confidence in your decision and definitely encourage you to watch that companion webinar as well and if you are actively using case and knowledge hopefully you'll get some insights as you continue with your service now HR Journey all right so I think we're done with the poll and so I'm going to move on to our next slide so let's get started by talking about some general implementation approaches if you are still in the planning phase for your implementation part of that process will be deciding what to implement and there are a few different approaches that we've seen some of our customers take to help give their implementation project Clarity and focus so one approach is to start by looking at your HR processes we see companies who have Legacy or homegrown HR systems that might not be integrated with anything else maybe their HR teams are siloed with different support centers and processes that may vary by location maybe little to know case management and along with that no self-service capabilities in place so if this sounds like your organization you may want to start a full transformation Journey that begins with standing up in HR service center something to unify those silos and redefining your HR processes to work holistically across your organization a second approach we see is geared towards setting up or improving self-service capabilities and focusing on that end to-end experience that your employees and your HR agents are having a key part of this approach is implementing an employee focused service and communication portal such as service now employee Center and focusing on aspects of the platform which help employees help themselves like setting up a robust knowledge base where they can find the answers to their questions there are also great features available to improve the work experience of our HR agents such as our now assist product which uses AI to help your HR agents be able to work faster and smarter the third approach really focuses on Automation and ensuring that critical and complex processes work well end to end we have seen organizations who are looking to make strategic changes to their critical business processes due to maybe regulatory or compliance findings or because that process is just negatively impacting business this type of a transformation effort helps to narrow the implementation Focus to redefining and automating a specific process or a set of processes like employee relations so these are just some things to consider if you're looking for a place to start and some help to create a specific Focus for your implementation we also have a great resource available to help with your implementation and roadmap planning we have an hrsd recommended implementation sequence which can help you in your planning efforts and provide guidance as to what we have seen work well for our customers the sequence is laid out as a single view for hrsd transformation in five different stages and there are also some great resources linked on the left side to help you as you move through your entire Journey so this link the link to this resource is going to be added to the chat and as always it's available on now create as well one more area of focus that can be helpful as you're planning for an hrsd deployment is to focus on those moments that matter most for your employees it's really easy to focus on the question you know what does the platform do and how can we Implement that but I want to encourage you to come at it from the mindset of what do my employees need and use that as a method of prioritization so when you start to identify what they want to know what they want to do what they need help with and when they need specific personalized care you can prioritize those topics to help you determine what you specifically need for your MVP what should be quick follows and what can be added to your future road map the platform does a lot and we can't Implement everything at once so considering what your PRI your employees need and then prioritizing that functionality based on those needs can really help to alleviate some of that implementation overwhelm and with that let's talk more specifically about HR case management deployments this is a highlevel deployment checklist that you can use as a starting point for your implementation we have some really key things that need to be part of all deployments and beneath those key categories your specific deployment checklist may vary based on the scope that you've defined so these core areas are activating the plugins setting up your core data configuring your HR Services defining your HR security ensuring that you have a great employee experience for both your HR agents and employees and setting up a successful way to manage and measure everything that has been implemented we'll talk more in depth about each of these key areas throughout the webinar and I'm going to start by diving into that third topic HR services so HR services are really the foundation of HR case management these are the specific types of requests and inquiries that your HR team fulfills to support your employees some examples are a direct deposit inquiry medical benefits enrollment or tuition reimbursement request Michael Sheridan shared a lot of great foundational information about services in the companion webinar that I've already mentioned so if you're a little shaky on what HR services are and how they work within the HR case process I really encourage you to check that out today I want to focus on key ways to help you define your HR Services behind the scenes HR service configuration contains many data points such as what questions are included on the record producer which is that form that employees submit on the employee Center to create a new case all of the details for the process for case fulfillment such as like what team will be assigned the case what procedure that team should follow and so much more in order to successfully configure HR Services which function in the way you need them to we need to have a good way to define and document requirements for each service essentially translating the knowledge of your HR teams into specific configuration details that can be used by a service now developer to get the output that you want so I'm excited to introduce a new resource to you today which is designed to help you define your services really quickly and efficiently we're going to add the link to the chat so that you can download it for yourself and follow along this is a brand new workbook that we just published this week that is specifically designed for defining multiple services for implementation its format is set up very strategically to help your HR project team think through the process for each HR service which is how they'll work in the platform within HR case management they'll think through the process while at the same time defining the specific data points that a service now developer would need to configure each HR service I've used this format to Define thousands of HR services for service now customers and I've seen just how quickly and efficiently service definition can happen as this exercise is practiced again and again I will give a caveat before we jump in this is not all inclusive by any means there are simply too many configuration options to include in one workbook what this workbook does cover are the required data points for the core of each HR service and the most common data points which are needed for I would say 80% of the services that our customers implement there will always be exceptions so feel free to use this as a template and adjust it as you need and we will also continue to improve it and add to it so I encourage you to check back in to now create every once in a while to see if a new version has been published if this is something that you're using regularly so jumping into the workbook the setup of the workbook you'll notice at the bottom there are multiple sheets available for you to use the first sheet is workbook instructions it's an overview of what is included in the workbook and instructions on how to utilize each sheet so I encourage you to read through this before using the workbook for the first time the second sheet is really the core of the workbook it is the HR Services sheet and this is where you can Define all of your HR services in one list View using this format is ideal for new implementations and projects where a large number of HR Services need to be defined as it allows for the requirements to be gathered and documented really quickly for example in a workshop type setting it also enables requirements to be categorically reviewed by using the filter functionality so for example you can review all of the topic categories that have been defined for a Coe to ensure that naming is consistent and that it's aligned with other categories this is where you'll Define one HR service across each row on this sheet you can see an example with the direct deposit inquiry service and as I said before the fields you see across row two are in a strategic order they begin by defining the categorical structure for the HR service which is Coe topic category and topic detail this is the foundation for every service we continue by defining key data points which are needed to begin the case process such as the short description for the case who the case is going to be assigned to and what priority level the case is assigned we continue by thinking about the whole process that the case will go through once the case is assigned how quickly should it begin to be worked we can create a response SLA to track that is there a specific workflow that is needed maybe approvals or tasks which are automatically sent out should the case have any fulfillment instructions or checklist items to help the HR agent work more effectively and so on all the way through the process to case closure once we've thought about how the service functions within the case process then we consider how the employee May interact with the service on the employee Center as you see in the lower screenshot we determine if this is a service which will be available on the employee center for the employee to submit their own case and if the answer to that question is yes then we Define the data points for the catalog item and the record producer which will be available on the employee Center I know this is a lot of information so one of the great aspects of this workbook is that we added terminology definitions and usage guidance to almost every data point so just hover over each column name to see those details you can see an example of this popup at the top where the topic category cell is highlighted and a note can be seen with that additional Guidance the next three sheets contain tables where more details can be gathered in a list view similar to what we do on the HR Services sheet so on these sheets you can Define requirements for custom fields that are needed on the case form response templates for HR agents and slas to be tracked against each case these are all things that we want to associate with an HR service but that require more details that then can be captured in a single cell like on that first HR Services sheet so on that first HR Services sheet maybe we said that we want a certain response SLA to be initiated when a case is created for our direct deposit inquiry service now on this SLA sheet we can get down into the details and Define exactly how that SLA should function its duration its start pause stop conditions Etc also this one response SLA May apply to multiple services so this type of a workbook allows us to define the SLA once while being able to apply it to multiple Services the last two sheets in this workbook are used a little bit differently they are templates which are meant to be duplicated for each service only as needed so if you need it you'll C Cy the sheet rename it for that specific service and you can do this as many times as needed to Define detailed requirements for both record producers and case workflows which have you know which are for more complex services so you can see the examples above for the record producer template you can see I've begun to document detailed requirements about the fields which should appear on the direct deposit inquiry form and I have lots of space to add more fields and build out that form to look exactly as I need for the workflow template if I have a more complex service where I want to have approvals tasks or unique notifications automatically send out at Key times throughout that process I can Define what those are and how they should function I'll also call out it's really helpful to have a process flow diagram to go along with that workflow section uh just as a visual guide it can really help to identify you know areas that you're not thinking about as you're documenting these requirements so I hope that this is the helpful resource I know that defining HR Services can be daunting so a few things to keep in mind as you're going through the process one service definition is an exercise the first couple Services you define will go really slowly this is expected because it's a learning process don't get discouraged at the beginning as you practice using your service definition muscle you'll get better and faster at defining these services I promise it happens every time start with simple Services practice defining each column of data for those simple services and then move on to the more complex Services as you get more comfortable with the exercise also keep in mind that defining Services is never done it's a repetitive process just like Knowledge Management you're never done creating all of the knowledge articles you're ever going to need so I encourage you to gather feedback after your initial implementation so that you can learn and grow when defining services in the future future and last but not least service definition truly is an art it's not a science there are often not like Harden fast rules we can give you because there are so many nuances to service definition so this is where an experienced partner or our expert Services team can be really beneficial especially on brand new hrsd implementations because they can help guide you through the exercise and pass on their wealth of experience which sets you up for success in defining your own HR services in the future with that I will pass it over to suep to discuss our next topic thanks Teresa yeah thanks so much for that wonderful summary uh I hope you all on the call find that workbook useful as it captures pretty much uh you know the ense of the service uh configuration requirements in this section we will delve a little bit more into the configuration uh requirements so what you see on this slide is uh the features that are available with the product so so case management comes uh with a lot of features that you need to weave together to build that Service delivery experience that you want to give to your audience or your end users HR profiles are absolutely mandatory within uh um service now HR Service delivery and I'll talk a little bit more on the next slide about profiles we spoke about defining the H services that you want to configure so that you know okay that's the size of uh the project that we're dealing with when we starting out of course you start small and then you build over a period of time I did see a question uh in in the Q&A about somebody asking that they had not rationalized their processes before you they went about defining the services so that that's a great Point um so I do want to introduce you know the concept of HRC here again that it's very important that you align to the concept of hrco provided by service now it's based on best practices typically like how all HR organizations today are structured you know within a compensation organization within a talent management organization within a payroll organization within the overall HR organization so the C is emulate that structure and the system comes pre populated with the a lot of HR Services which align to these Coes of course these are not uh all inclusive but they are a great starting point and they have suggested Frameworks in terms of how you build the services so our first recommendation definitely is that when you starting the project that's the time when you you know use spreadsheets like the ones Rea shared to figure out that how the services are going to work out or within the organization and align them as much as possible if you did not do that and by any chance you know you you realized after going live that uh services are not working the way they're supposed to work or there are process Improvement opportunities that you want to uh work upon by no means you know it's it's late in the game it's a continuous Improvement Journey so you can always come back um you can rationalize you can look at the same workbooks in terms of you know how you are currently struct ured what your services are the services which are paino and fix them and then depending on you know how large the fix is it could be a large release to go out with or it could be a smaller release to go out with but it's a continuous improvement process I hope that sort of answered the question uh to some extent uh then of course you know we have uh other features that HR template record producers now templates basically get activated once you invoke a service and templates help Define the flow of the service so strong recommendation for you to align templates to every service a simple example would be somebody in inia region made a request and then based on the template that you have aligned to that service it will get assigned to maybe the emia region service center and the assignment uh group would be based on what is defined in the template itself record producers which is the front-facing interface or on the service now portal where your employees will come in and make the request security and groups need to be defined notifications that uh align with every service when when something happens with that service service has been requested or some action has been taken notifications go out to stakeholders and uh lastly the reporting and dashboards so let me uh sort of move on to the next slide here and talk a little a little bit more about uh the foundational data that you need in HR Service delivery if you are an new service now customer then you need to Define your quote data in the system and when we say quote data we basically mean this is your organizational structure that what kind of departments you have within your organization what kind of locations you're operating from do you have different business units or even subsidiary companies within the organization whom you want to provide services the currencies and time zones applicable all this is the code data so if you are already an existing customer of service now the code data would exist because that's a fundamental requirement of getting the instance up to have code data set up uh though I recommendation is even if you are an existing customer you should revisit the code data to ensure it has everything that you need from HR Service delivery perspective and no element has been missed out so other than code data you also need HR data in the system and that's where HR profiles come in HR profiles typically uh contain all data related to HR for an employee so what you see on your uh screen right now is a typical HR profiles as you can see confidential HR information in terms of you know person's uh date of birth country of birth their national ID uh type of employment and sometimes even you know beneficiary information uh for the individual all that can be stored in HR profile now most companies have a core XM system also in play the likes of workday or Oracle or you know whatever you're using so uh you need to ensure that there's a single source of Truth for HR within your organization so here our recommendation is that you would integrate uh your core HCM system with your HR profile so that the data remains consistent between the two systems that one becomes the source of Truth however having said that HR profile I mean other than being secure for storing HR data has a lot more flexibility than your core etm system also so for some organizations where uh you don't have the core XM deployed across the entire Global organization if you're a large Global organization you know we've seen situations where uh companies do not deploy the system in some of the smaller countries they operate in so you have uh 500 employees in a location or you know 600 employees and you You' not deployed your current system and you maybe even managing some local system or Excel work worksheets to maintain the data even there you can pull in service now to be the the system that provides Service delivery so so think of it from that perspective that the overlaying layer that service now gives to your uh HR Service delivery can make the whole experience very uniform for your employees another example would be you know a company which has grown through Acquisitions and has two different core HCM systems in place so even there HR Service delivery can provide that common layer through the power of the HR profile moving on to the next slide which is uh you know some of the integration options so as uh I shared that we do need to integrate with your code HCM system service KN provides uh spokes you know through service no store for some of the prevalent systems in the marketplace you know as you can see on this chart article workday uh success factors so so we we do have spokes available to integrate with these systems and these Integrations basically again you know can be built to your liking so so the spoke may come with certain basic features in ter terms of movement of data or sometimes even movement of task between one system to another but then you can evolve it the way you want it to work so some examples you know uh customers have done are in terms of uh uh you know data on demand so so you also want that when an employee logs in into service now's employee Center they are able to see certain information whether it may be about their leave balances or their compensation statement or onto their profile in the system so that's where you build that advanced level integration where you bring in information into the system and then you can also use you know options like the virtual agent topics Etc to create a flow that goes and updates something into your HCM system or even goes and fetches some additional information from your uh HCM system so all these Integrations are possible so probably needs a separate uh discussion on the topic itself but for something for you all to consider when you are planning your implementation that uh the the technology makes it really easy to set up that single interface through the service now employees Center moving on so so the fundamental purpose of the whole service nor implementation is is Automation and digitization of your HF processes and there are several options available for you to uh accomplish this so case creation there are various options to automate creation of cases how the cases get routed and how the cases get managed so from case creation option you know you can have inbound emails which which come in if something happens in another system it could trigger an email into service now which could create a case for your team to handle or a user can also send an email to initiate a case though we recommend that you know avoid that try and go through the portal and and not use inbound emails from individuals to create cases however important to note that if you are working with multiple systems you can have events trigger in another system an email into service now which can initiate Service delivery for your team in in service now and U also another important thing to touch upon here is the bul case creation functionality so if you are uh already aware uh then great but sometimes our customers are not sure how it works uh this comes inbuilt into the system so so it's not something that you have to configure but if there are any kind of cases that are available in the system you can do bul case creation so a simple example would be you know in a country you suddenly had a requirement legal requirement that employees need to sign a specific NDA based on certain requirements Etc and you have 2,000 employees in that country so you can use bul case creation to generate those NDS at the back end and send it out to those employees so that they sign and send it back instead of creating or following up with 2,000 people individually routing options uh you know as I mentioned earlier also that HR templates uh get invoked you know when when you uh start a service and the templates sort of Define the direction in terms of where the work needs to go so it goes to specific assignment groups or whatever else you have configured in the template for how that service needs to be dissolved one key message here also is that you can also use advanced work assignment which basically means that the system will assign based on the workload of individuals or their skill sets so for example you have someone who specializes in payroll in Poland um as an individual and that's the skill they have so when a request comes for payroll for Poland it gets routed straight to that individual because they have the skill set to solve that kind of request or similarly if there were eight people who could do that work then the system will also look at who's the one who's got the least amount of cases and assign the work to them so these kind of automations you can build in into the system fulfillment instructions and checklist is again helpful aids for uh uh your uh agents and uh you can fine-tune them as per the the type of cases so a single type of case can have two or different sets of fulfillment instructions based on you know which team it has got routed to and if the actions are supposed to be different or what needs to be done document templates again something to think about uh if you want to automate document generation within your organization typical example is you know employment verification letters so companies can automate that through the system where you have a template available at the back end and when an employee requests for employment verification the system will autocreate that based on the rules that you would Define and send it back to the employee without any uh human intervention the the the last segment of of this automation is you know task automations that you can build in so depend depending on the complexity of service you can build in multiple service activities which could be additional tasks within that service or even sub or child cases within that service to be able to fulfill that whole journey uh for for that service and then in addition to that you also have service now life cycle events engine so so depending on you know how evolved you are a lot of our customers are using today onboarding offboarding cross boarding uh in the system and uh anything that doesn't get resolved through sort of available Journey or life cycle events uh in the system you you can build additional customization in that through the use of flow designer Security in HR is a key consideration as you know um we all practitioners know that this is pii data confidential information so you want to be clear in terms of who has access to the information uh service now follows the concept of uh you know groups roles and users the system comes uh built with the certain HR groups uh you will see them out of the box available you can add additional groups and then we assign roles to groups so for example uh there's a group responsible for resolving benefit queries globally or there's a group responsible for resolving benefit queries in the Apex region so so you you create those groups and then you assign roles to that group of what their access levels are and users are added to those groups client rules would Define your uh access into the system for your clients so whether it is your employees whether it is uh your ex employees or alumini or it is your new hires so so these roles need to be defined that who gets access to what kind of information into the system and additionally you have the option to build in more security onto a Coe if you choose to do so so the system already has lot of rules and security built in but if you have specific requirements from your business then those can be considered to from a uh user experience perspective you know you have two stakeholders one is your employees and the other is your agents so so how how does service now resolve for that now we we have so far discussed the configuration for a case but where does the case get initiated that's where the employee Center Pro comes into play and uh important consideration when you're setting up case management it works effectively with employee Center and agent workspace is uh something that has been introduced um not too long ago so it's it's an evolution of you know what was the old agent workspace and now we have configurable agent workspace which provides a single pan of glass for your agents to be able to resolve cases so when I log in as an agent I can see the cases that are assigned to me I can see the cases that are assigned to my team I can look for help and support through now uh through agent assist feature on agent workspace and uh lot of other AIDS available for me to be able to do my work as an agent so these two interfaces you will have to build as you build HR Service delivery and then of course is nor mobile depending on the kind of organization you are how important mobile is you activate now mobile and now mobile translates seamlessly from employee Center Pro so it gives you practically the same experience for people who are on the go so there's an old Ed Edge what gets measured gets done and uh a lot of this functionality comes pre-built in service now so our dashboards are available in HR which is you know at three levels for agents for managers and for HR leadership these are static dashboards and you can use them the way they are or refine them further with additional reports so that option is available our typical recommendations to customer starting out is you know go without the Box uh and then in addition to having those standard dashboards available once you activate performance analytics you can do further level of analysis in terms of uh uh Trend lining or you know doing projections Based on data that okay this is what's happened over the last three months or six months what does the overall scenario looks like for the next three months so you can do a lot of time based uh analysis and Reporting on your uh HR Service delivery we typically recommend that activate performance analytics when you set up your configuration for the first time so the data collection jobs uh get started and then you have enough data to do analysis sometime down the road uh for your system and then of course case satisfaction service to get feedback from people on how the services are are are working out uh as as I come to the end of this section uh we do want to talk about jni because no conversations are complete today in technology without gen AI so service now also have has its product now assist for hrsd and uh it's been developing pretty rapidly so something for you to think about as you're planning about your HR Service delivery uh the way service now thinking of the product is from three aspects one is how does it help the agent how does it help the employee the end user and also how does it help the people who are doing the configuration of the system so there's there's something in the hrsd uh now's solution for all these three Stak holders currently you have options to do chat summarization uh you know when a chat comes into to you instead of reading the whole thing you can ask for a summary you have resolution notes generation options so you can basically generate resolution notes for a case uh After Case has been concluded using now assist and uh of course you can use now assist in in in search to to get the responses overall from the system so so some of these things are are are in play already and some of these things are evolving uh one recommendation we want to give here is that if you're a new customer then yes if you want to activate now assist you start with the logic that you want to activate it and your quality of data Etc isort of aligned to it but if you're an existing customer we we we recommend that you do an analysis of your current system because the quality of response of uh gen depends totally on the kind of data you have in the system do you have good robust information in your atat profiles is your knowledge base structured efficiently or effectively so sometimes companies find that you know they are not ready to initiate uh now assist so we support uh you know doing this kind of assessment checking the quality of data and then of course you know activating now assist and taking the benefits of now assist so with that let me pass it on to Ian I think we are slightly short on time okay hey thanks and not a problem uh we'll we'll get through knowledge here um and leave a few minutes hopefully for some questions as well so um with no further Ado so Knowledge Management um you know as part of service now it's been part of the platform you know really forever um and HR really just has a um the ability to utilize it from more of um um a a little bit more of a secure manner as far as like it'll be a sculpt application so your broader knowledge um um um admins could have limited access depending on the goals that they are provided um so otherwise kind of the the functional aspects of knowledge are shared across the platform um but in General Knowledge Management um is broken up into kind of two different views you have the self-service aspect and then you have your in context or you know kind of the agent view so we see most of our customers using um typically two knowledge faces for HR minimum um one for that that customer facing or the employee facing View and then one for your internal knowledge or agent view the employees can see knowledge um through their maybe through the the sort service Now application um now mobile through the portal they can do things as commentary and rate knowledge articles and these are critical things we'll discuss in more detail as far as how to ensure the quality of your knowledge articles um as you maintain knowledge base the internal um agent knowledge is great uh in that we have ability to um include this within the the agent workspace view so that they can have contextual knowledge articles um presented to them that they can then U review for their own use or share with the the requester and all this is kind of wrapped around um the rest of the the um the workflows will discuss shortly here regarding knowledge so as we look to start kind of understanding Knowledge Management um as an organization you kind of look at um knowledge needs to have a structure to it so you have first you have to come up with the overall categorization the overall you know taxonomy if you will of the knowledge base and um we'll kind of talk more about about that as well but then once you have that structure in place it's about um capturing Knowledge from your users and from your subject matter experts um using the knowledge within the platform and then the continuous improvement from feedback um and from uh other processes to keep making sure that knowledge is up to date and then overall reporting and and um understanding visibility of the content Health overall as we deploy HR knowledge um most of it is is kind of set up around you first you you have the plug activated the um the initial step is to create the knowledge bases and within each knowledge basically have your categories you'll have workflows for retire and publish you'll have visibility and security both around who can publish as well as um who can view knowledge articles um within the actual when you're talking about creating knowledge content um there is functionality around knowledge blocks um and also aligning knowledge to your employee Center tax AUD which is kind of a a little bit of a newer thing but very critical step in order to allow that knowledge to be easily viewed and managed through employee Center and of course we have out of the box reports and dashboards to allow you to um get to review the overall health of knowledge bases review feedback and and adjust for any kind of um um if you're there's low scoring articles out of date articles that nature nature we can view that From dashb perspective there are three approaches to Knowledge Management um that we most often see we have um a centralized approach a decentralized approach and then kind of a hybrid of the two as we look at the um the centralized approach that's typically means you have a single or Central knowledge team that owns the creation and maintenance of all the content so they would manage meeting with sge matter experts to be able to identify kind of where the organization needs knowledge articles and they would then work with this s expert to actually create that content um when you talk about decentralized allows you to have a um a your such matter expert teams within each individual area such as you know maybe a payroll maybe there's um a specific area within your um within your HR organization that is going to be creating and responsible for creating um the knowledge content this is probably what I see most commonly um because of the the ability to be close to the source of that knowledge but we also do see hybrid approaches where you may have a central team as well as subject matter experts providing um knowledge and and kind of supporting the knowledge base um so so really it's up to your organization to determine you know how your how you'd want to have that structured but we can see any of these approaches be successful a brief overview here of the of knowledge functionality from an employee experience perspective we have um the the knowledge widgets you'll see in employee Center we have um AI powered searches so when you you're doing searching for a particular text we use AI to identify um the knowledge articles that are relevant and bring you those results if you're using generative AI we can actually bring bring up a summary of the knowledge article in context so you can see um the actual you know a summary of what actually the knowledge article says and give you that direct guidance based on gener of AI capabilities the user can um subscribe to articles um so they get updates when new content is published um we have the ability to actually link into external content such as SharePoint and be able to search that as well so external knowledge bases can be can be um searched from one single place and then um of course we have um through virtual agent knowledge will be available there as well as through now mobile app the tools we have in place for governance including um having multiple knowledge bases if you you look at from a knowledge B perspective each knowledge base you create is going to have its own rules for publishing for um for security and for just general structure so the categorization so if any of those things are different um for if you have a specific area of your organization that has um particular rules around you know who should approve knowledge articles or or how content should be visible um you may look at creating a separate knowledge base but it's it's really going to be dependent on um you know adding m is not really a problem so you can have many as many as you want to have in here um so um there's just a couple key things you want to keep keep the number of knowledge bases to minimum possible we do have tools such as article versioning versioning type templates and um they allow for styling we have reusable knowledge blocks that allow for reusable content within knowledge articles as well as several other um security Fe features such as group ownership which allows for each individual knowledge article to have an ownership group so that those specific people that may be subject my experts um such as the knowledge articles around payroll they maybe as an ownership group with the payroll team so that only the payroll people can actually approve um or or modify these knowledge articles we do of course support translation um and um localization um and then around around agent experience um we we T kind of talked a little about agent assist and contextual search basically allows you to bring up relevant results based on the sub the subject of the request that comes in we have um of course not you actually Prov a full catalog as a as an agent um and have other filtering that happens um dynamically for as within the case itself within um agent workspace you can attach that article you can flag it for followup or or have issues um and there's also ways where you can create articles directly within U within context you allow that and kind of we spoke briefly about this but the knowledge um content architecture is really going to be based at the highest level around the knowledge base within each knowledge base you'll have categories that you set up and then under knowledge and then each category will have um you know one or more knowledge articles within the knowledge articles themselves knowledge blocks can be reused and conditionally appear based on the user Persona that is view in the article an example this maybe if you have um in an international type of area if there's of benefits that may be different depending on which region you're in you can have a block that appears for emia that does not appear for us employees or for you know other personal such as um hourly versus salary workers or any anything you can imagine using HR criteria and user criteria to filter out visibility as we map this um visibil the knowledge categories um you talk about employee Center taxonomy is really where most your end users are going to look for knowledge so the taxonomy is important um to have it set up so that your knowledge categories can be automatically mapped over um so that your articles will appear under the correct um topics within employee Center so as you um as you configure your knowledge basis you can then also identify which topics align to which categories um and then have the article up here under the correct topic or subtopic so as we kind of talk about some of the kind of the key considerations as you go to implement knowledge um really governance is one of the key areas to to kind of understand so Define your knowledge structure the workflows for approval and for retirement your localization translation um governance versioning um and then of course you know the templates and overall visual look of knowledge articles it's definitely best practice to have some standardization of the style and formatting of the knowledge articles so that you have consistency across different articles and for the user experience again with the taxonomy we just kind of briefly T we touched on um you know making sure that that um your know article and knowledge contents are aligned with employee Center taxonomy and then just having a process involved for you know the the management of knowledge articles maintaining based on um retirement date there could be um often see customers set up automatic retirement or review processes after let's say a year or two years where that article will then go into a review um and then also using feedback and other um metrics that we have available through reporting dashboard on understand where there may be gaps or um concerns with knowledge quality and so with that I will um hand it back over to Teresa awesome thank you so much both of you that was really great information that was shared we also have some additional resources which are available um to you depending on what your needs are so once this presentation is posted again you'll have access to this you'll be able to click on all of these links to access each of these sites uh many of the resources that we shared today are always available for download on now create and if you didn't know you can provide feedback on every asset through now create by using the thumbs up thumbs down icon in the lower left on each asset record we do receive and read the feedback and we add what we can to our work list so we would love to hear from you about what is working well or what could be improved as you utilize the resources with that thank thank you so much for joining us today and we look forward to connecting with you in the future