a really warm welcome to yet another session of employee Center Academy as you all know this is a monthly session and I'm super excited to have you all join these calls with me and uh the team here before we get started a little bit of like introduction like if You' have not attended the academy before this um so of course we welcome but uh we record these sessions we make the recordings as well as the Que Anda and the slides available on community you can see the bitly link um on the slide and also a QR code and we will share the full URL via chat shortly I highly recommend you in irrespective of where you are in your journey to go and review the previous sessions we recently updated this page to make it easier for you to find sessions you would say things around how to improve performance how do you deploy in mult phases um topics like employee news search configurations there are many many good topics that you can leverage irrespective of where you are so I recommend you to just go and review those topics and again this is a monthly series um so we are back every month with a new topic on this some ground rules this is a session that we have designed for you to learn about the features and we really appreciate it uh when you are asking questions and interacting with us I love to see people posting comments um on chat you should be able to toggle use the blue bar on top and make sure that you can uh chat with everyone so we have enable that so um please make sure that you are moving to everyone whenever you're adding comments on chat and then um use the Q&A panel for questions the topic for today today is our brand new capability the kiosk experience that we have built for deathless workers we will start with a broad view of uh um what is our vision and um strategy while working with deathless workers experience we'll talk about the key use cases that we have delivered via the Kos experience as of today we'll do a DI uh live demo and then we will of course have a lot of time for Q&A just to introduce myself my name is Puja Gupta I'm an I lead the outbound product management team uh within the unified employee experience product Suite this is the team that built the employee Center uh employee Center po uh Pro and all the other related capabilities that you just saw the video on joining with me are two of our esteemed colleagues uh of the same team there's SMY Gupta um who will be doing the demo she'll introduce herself when she starts talking and we also have a showed who played a really key role in actually building these capabilities along with our engineering and design team um so great set of panelists who will help answer all your questions um we also have additional members from our team um um so please please make full use of this time so let's start with an introduction to deathless workers now this is a term that we are using you may be using U terms like Frontline workers uh we have things like apron on apron off um so there are multiple different terms that are used to define what we are calling a deathless worker so our definition for deskless worker is essentially an employee who is typically not sitting in front of a desk or using a computer to perform his or her job and uh as of today um many of the organizations consider retail manufacturing construction they have um quite a heavy set of uh what we call sh workers or death list workers um who are not sitting in front of an a laptop or a computer so um how do we serve these employees um is a question and what we found when we researched um um across different customers that we have and organizations that we work with we realized that corporate support teams on one end are struggling with disconnection between like not able to reach uh like um these um these workers in a unified way there are silos across Department um there is so much manual processes that there is a slow turnaround to these requests and then even when there are um there are some tools that they are trying to deploy to get uh these workers for example your portal um there is often low adoption of those uh tools and and there is a growing skills gap which makes it very difficult um for these workers to actually um start engaging with the organization in a scalable manner um if you look at the deathless workers themselves they are often like disconnected because they don't have a company provided device they don't have a laptop they don't have a computer that they're working out of um they may or may not have a smartphone and even if they do it is typically um not the one provided by the organization they are often relying on manual processes or their managers to get their stuff done and the communications are often based on flyers or like you know um send through unions to them so it's it's very like it's there's a there's lot of frustration and there is no easy answers to solve for this and that is essentially because if you look at the deathless workers um they look very different depending on the role even if if you just look at manufacturing this was built out of one of our customers and if we just look at their deathless workers the variety of deathless workers that they describe um in their workflow is so high uh and each of these roles um in the deathless worker space um varies in terms of how much access they have to a company device some of them carry a company issued um zebra device or a mobile phone um some of them are actually part of unions some of them are always on the move the others maybe just have 5 to 10 minutes break when they can actually request for um um a service or support um so their conditions that they work out of and the constraints and the needs that they have vary a lot so it becomes difficult for the organization to serve so what's our strategy so our vision first is that we we want all deathless workers to selfs serve and this is important because it it will improve the employee experience of these deathless workers it'll improve their retention um and their like uh happiness with the organization but at the same time it will lead to a lot of operational efficiency um in terms of the support organizations who are trying to help these workers and also the productivity of the places where they are working and the job that they are doing and the two values that we have honed on to to actually deliver on our vision is that we want to provide tailored and guided experiences that focus on relevancy and speed and this is important because you know like like the things that I was describing that the the um Persona of deathless workers varies so the experience that we are providing needs to be tailored um and guided because they don't always have that much time and then access to the right Channel at the right time is the other thing that will be super important so um as you will hear me talk and and others on the call here uh talk you will see that you know one of the key values or like one of the key methods that we're doing is like we are providing uh we're meeting where workers are we also you might have heard this we're meeting where employees are with um with an omni Channel experience it's portal mobile kios Voice SMS the like there are all these different channels available uh to engage tless workers and we want to focus on specific use cases that is relevant for that channel so if it is a kiosk is it shifts is it time off is it pay um and then we thirdly focused on simplifying the authentication and and providing guided health so you'll see keep this this View and vision in mind as we talk through the capabilities um and do the demo today so first one meeting employees and managers where they are so um we um if you are working with if you're any organization it's very difficult to have 100% desist workers you probably have some uh workers who are sitting in your corporate office maybe and are sitting on a desk maybe the portal view is perfect for them so employee Center or employee Center Pro would be what you would build for an employee who is desk baced for an employee on the Move who may be desk desk spaced for part of his time or her time but is on the Move most of the time the mobile experience works really well and now we have built um a kiosk based experience which is what we will talk about you can see a screenshot of it but I'll go deeper into it this is more for uh people who are on site do not have access to a mobile device um are are maybe using shared workstations could it be a it could be a shared um computer that is in their break area or it is a iPad that is floating around for people to uh request uh and uh you know Place their request on um and then last but not the least if you think about this Frame of meeting employees and managers where they are we also have Integrations with conversational interfaces like teams WhatsApp SMS to actually be able to provide proactive notifications and being able to support via those channels as well diving deeper into uh the kiosk experience um one of the things that we have seen um and as part of our research is employees are often reluctant to download a personal uh company app on their personal device even if they do download there is often a big setup time which uh affects adoption of the company app um the portal is again like too complex too much information because it is focused on a desk space worker who has a lot of other things going on Beyond just the main things that the a Frontline associate or a deskless worker would care about so that is the thought that we have built the chaos experience it's designed to be mobile responsive um so it it is actually a mobile web um it's actually a web- based experience sorry so it could be rendered on a kiosk it could be rendered on a uh laptop um or a computer it could be also accessed via a person device using the browser and as you will see me walk through this um the design of this is really simplified and it is focused on the use cases that a Frontline worker or a factory employee or a desist worker would care about uh so things like um a requesting time off I want to change my shift I want to ask an HR question typically these folks are not owning an IT device U so there are not that many it support requests but these are the use cases that are really important for them and at the same time um Communications for example closures or new policies that are being rolled out uh being able to stay uh updated with them um being able to engaged by having Communications like happy anniversary happy birthday or other things that this experience would offer now the authentication question comes up quite a lot and uh um the good news is service now actually has quite a few different options to authenticate users whether it is on a company issued device whatever laptop um um iPad or whatever or even a worker owned device um I'm not going to go through all of these but if you would Squish and see there are uh certif certificate based authentications which are typically used for like a badge so if you have a smart badge you can use that um there are onetime passwords which could be shared bya SMS or emails there is biometric there is Pass Key um and there are quite a few other options that are available now these options are not necessary just for uh the kiosk experience you could use this to navigate the user into any of these different experiences so web based which would essentially be the portals uh that is employee Center employee Center Pro or kiosk you could even use any of these to authentic indicate for um the conversational experiences even the mobile so um I would encourage you to just explore these and just like walk away with this that you know irrespective of what your requirements are I'm pretty sure that we have a way to authenticate um one more thing that is not on this slide is we also have something called adaptive authentication which would um say the user is joining let's say logging in from a personal device or a worker device uh company device and you have additional parameters like location that they are dialing in from or um um um uh the kind of device that they are dialing in and you can Define how much of the access you want to give you want to give full access you want to give like partial access so there's also options like that which I would encourage you to explore um the common question that I know might be on top of the mind for people who are here um is um how is this licensed so this is actually available with an employe Center Pro license irrespective of how you license employ Center Pro is it a standalone or with HR SD or any of our other products um it if you have an employ Center Pro license you are licensed for the kosk based experience as well it is shipped uh via a separate service now store application called the employ Center Pro kiosk and the time off and the um shift uh integr uh experiences actually are based out of an integration with ukg Kronos and twio which we have built uh but of course if you have other systems that you're using you could build those Integrations on your own and leverage the experience that we have built the first time that this was released was in May of this year we have enhanced it in August so if you're starting to deploy it now you I would recommend starting with the August release and then we do plan to have additional releases um this year and also next year so let's dive a little bit more into the use cases so first and foremost if you uh when you will see the demo as well you will see that we have simplified the homepage a lot and we have also simplified topic pages so yes topic pages are available on kiosk you would see there is no mega menu to keep the homepage simple um but they are the topic pages are actually available by browse help content which is uh on the um Central or middle part of the homepage um what the homepage focuses on is actually direct access to the key use cases uh and based on our uh research the key use cases are to be able to view the work schedule um view their uh time off balances and being able to request changes in any of these we also want to make sure that the support that they need um is front and foremost uh s is is front and Central to their experience so you would see that get support um widget on the homepage and this is also where we actually have something called guided self-service which I will talk about uh shortly there's of course Communications which would be targeted to an individual which could be targeted to an individual worker um there is feedback so like employee Center Pro comes with feedback workflows um so we will have those uh like in the moment feedback uh capabilities available on kiosk 2 as well as personalization capabilities like favorites you will see all of this in the demos I'm not spending too much time the shift and time off we have actually built a native experiences for kiosk um a full page experience so this would be via the profile page it will also be accessed directly from the home page um but you can see that it's a very engaging view of let's say just shift you can review it for your day you can review it for your week for month um and um uh this is where you'll be able to request shift changes as well then on the left you see the time off again this will you can review it as of today as of future depending on number of hours that you will be working uh given your schedule um this this detail can be uh reviewed um and and see um um um to to Showcase how much time I have left for time off now again this is based on Kronos Integrations um and then um we we will be extending those Integrations um to support both the request time off and request um strip uh swaps as well but if you're using any other system you could use this experience with the data coming in from the other system this is the guided self-service experience that we were talking about it is actually a Q&A based experience so if you think about certain use cases which are really complex and are often served either by a really complex article which has which is long talks about different scenarios if you are if you're asking about a then this is what it is if you're asking about B then this is what it is and it becomes very difficult to navigate for uh especially those who are time pressed or there are four or five different catalog items that could be potentially the answer for uh what I'm looking for so being able to identify the right catalog item is often tough so this guided experience um is specially designed for those use cases and it is you know touch friendly you can the system will guide you to through a set of questions and you can just pick the right option to actually be navigated into uh a knowledge article a catalog item and as as of November it's coming you can also just give instructions directly here that here's what you need to know these these experiences could be prompted directly from the homepage something that like you know like a time off request is very common um or it could also be placed on a particular topic page to make sure that the topic the the support topic that is relevant for that topic page is highlighted now another thing that is really important when it comes to uh working with deathless workers is that they are time pressed and sometimes they don't have the time to read the entire article and digest it in in the time that they have they have on that kiosk or that shade device so we've now enabled the ability for the organization to allow the article the the schedule uh to be sent as an SMS or as an email of course these both the uh the mobile number and the email will have to be registered with service now but then they could um send it the organization can configure like whether they want to allow knowledge articles and the schedule to be sent or just one of them there would be verifications done to make sure it is a valid or a known SMS and email and then you know you can admins can also configure how the information is um surfaced up up Via SMS or email so um this is a cool feature as well which allows the deskless workers to like you know continue with their work and actually review whatever they need to review offline um the SMS part of it requires a too integration so um like that's how most of our SMS based functionalities are based on Tulio so just wanted to call that out all right um we'll take a look at the Q&A while Smitty will uh just walk you through uh the demo um for the kiosk experience over to you Smithy thank you so much Puja hi everyone um a very warm welcome U this is SMY Gupta outborn product manager with unified employee experience team happy to be hosting you all today and super excited to see the engagement in the Q&A panel please keep those questions coming let me just share my screen so with the backdrop that uh Puja has just said so seamlessly let's begin with the demo uh Puja I hope all are good with the screen share yes awesome so um just like just like Puja has mentioned many organizations across various Industries including manufacturing Healthcare or retail struggle to provide a seamless employee experience for their deathless Workforce and these workers often the backbone of a company's operations face challenges due to the mobile nature of their work and rely on either supervisors or HR to kind of manage their work schedule or access essential information a userfriendly k system can bridge this Gap and act as a One-Stop shop for these deathless workers enabling them to kind of selfs serve and take control of their work experience so let us consider a scenario where James a machine technician with one of the manufacturing firm is a dless worker unlike office employees his job requires him to be on the Move fixing machines and ensuring smooth operations on the factory floor whether James uses a kios terminal or the mobile app the kios portal enables a simplified homepage optimized for touch interactions the kiosk home homepage unlike the EC portal homepage is not too dense with information as you can see and prioritizes what matters most to James he can view important company announcements up front or directly access features like time of balance shift schedules and so on please be mindful that this demo instance displays art of the possible and may not necessarily highlight outof the box functionalities and I'll call these out wherever required so as soon as he logs in he can see um his upcoming shift schedule his current leave balance and um any of the company event information and all the quick links that he uses most often frequently the communication Banner on the top displays important company Communications it could be any of the FYI such as upcoming holiday or event or even any of the actionable communication such as review your health and safety benefits right so um the kios portal has a pre-built outof thebox integration with Kronos which is a workforce management system and James could view his upcoming shift schedule from the homepage or dive deeper for the work schedule for the day for the week or uh for the month including holidays time offs and uh transfer shifts uh shift swabs and everything he can email this schedule to himself um for later reference as well moving back as a shop floor worker James could even request his shift to be swapped with any of his co-workers however please note um that uh the uh swap shift feature is is not available out of the box it is a custom use case created for the purpose of this demo the time of visit air eliminates the need for manual data entry and uh ensures employees have access to the most upto-date information about their paid time off it seamlessly uh pulls P information directly from Chronos as well you could however build custom Integrations uh with other existing HR systems like workday sap orle or ukg to display this information this is again to address one of the uh questions from the Q&A panel James can see his uh time of balance um as of any of the calendar period or even uh request time off again um requesting time off is not available out of the box it is a custom use case developed for the purpose of this demo then we have the get support wiget on the right hand side um here which gives James easy access to important sell service content such as ask HR question or report health and safety incident so um and we have other items as well such as report SI leave or my P balance and so on um again organizations could configure to add any of the quick link uh hair that they uh believe could actually help with the self-service content so ask HR question is an out of thebox catalog item that allows employees to submit queries or seek assistance from the HR department then we have the report of health and safety incident which is again a catalog item available via health and safety Incident Management plugin that allows employees to report any of the health and safety incidents or concerns for example as AEL a floor technician was working his foot actually slipped on a patch of some water that was there on the floor um and he fell and sprained his leg he was then taken to the hospital James upon seeing this incident um he immediately submitted a health and safety ticket as a witness at the kiosk located on the floor so U he marked the category as emergency and uh marked of the incident as floor PR to slip right and the people involved as able and he can just go on and submit this incident for uh the concerned people to have a review and close this request or take action on this request so this is aimed to prevent any other employees from slipping and this flow only works um only if you have the health and safety Incident Management plug-in installed then uh the request that James just raised along with all the other request it's um accessible either uh through the homepage my request viset or um um from the top menu of my request that uh directs to the request page um this is just replicating the behavior just like the uh employee Center portal and James can also Mark um his frequently used content as favorite and directly access them on the homepage via the favorites viget here he can also provide um his feedback easily on the kiosk experience using the experience feedback draw wiget on the homepage so any of the content that he feels is available or any of the experience that he uh believes is super awesome for his use case he can provide all this feedback here now um coming to the browse help content we have also enabled the unified tonomy for the kiosk experience so um here's a new simplified tonomy structure available out of the box that is intended to only have targeted topics available via the browse help content viset here on the homepage suppose James is looking for help content around benefits he can simply click on this topic to be directed to a very simplified topic page experience for for benefits and this simplified topic page template is focused on providing an efficient small screen and touch friendly interface that displays subtopics here and support resources for this uh topic so James can see all the KB articles and catalog items related to benefits here and uh mark his feedback in case uh um any of the link is broken or uh some resources uh he believe is are missing so James can um just go on any of the knowledge articles and have a look at this knowledge article read it and also email it to himself for later reference I don't have the um too integration enabled for this instance otherwise I would have seen an email to uh SMS to myself button here as well so I can either send this email for later reference to my email or to my number as an SMS then we have also um going back to the topic page experience we have also enabled the guided Self Service experience for the uh employee Center Pro kiosk which provides a visual question and answer based Self Service experience for complex topics such as benefits suppose uh GMS is looking for additional information around his 401k benefits he can simply um navigate to let us guide you wiget here and U click on this know your benefits guided topic and he will be guided by a series of question and answers to the right catalog item so for example he's looking to um kind of check his existing benefits or he has some query regarding his 401k benefits he can simply click on that 401k plan and be directed to the relevant catalog item then fill out the details on this catalog item and U simply submit his request so this saves James some precious time and efforts since he doesn't have to dig through tons of resources around this topic let's move on to the back end admin experience for the kiosk portal there's not much prices here so uh the admin experience is pretty much the same just that we have uh two portals here now um the employee Center portal that we already had and the employees Center Pro kiosk uh these are the two different portals that we have each with its own URL themes menu Etc and um you can kind kind of uh change the theming or anything that you would like for your portal here uh change the url suffix or login Pages or you can see um the kios has a separate um kiosk menu here it has its own separate theming here right then um you can map your knowledge bases your catalog bases here and um you can kind of tag your own tonomy here so employe uh kios has its own taxonomy structure like I just mentioned so um this activated taxonomy structure has uh simplified topics available out of the box like human resources and workplace Services you could configure it for your organization here to add more resources or topics and uh then the final part is uh guided Sal service so you can navigate to guided Self Service table here and um um this is where you can manage all your guided topics you could Define uh out of the box we have two topics available one is time of request and one is know your benefits if you would like to add any of the new guided topics you can kind of Define your own uh new topic here by clicking new or if you would like to manage any of the existing topics you can just click here manage who is this topic available for who is it not available for and assign um this guided topic to any of the available tonomy topic pages right so um then you could also go ahead and build the whole process in process automation designer you could change what resources are available with what flow you could Define um additional um f else Loops here uh change the complete U structure and U kind of go on to add additional catalog resources or U knowledge articles here so this is how all the triggers and all the decision trees and everything catalog items have been defined air so uh that's all for this demo um anything Puja that you would uh like me to focus more on or any of the qu questions that you would like to address from the Q&A panel yep if you would just go on the homepage um one thing that I do want to clarify for folks is that yes this is a new portal that we have launched so now you have as you think about your workflows multiple different experiences that you can offer one is the full portal experience which is the employee Center or employee Center Pro um this is um designed for those who are requiring services for many different departments um and are sitting on a desk and would would benefit from a rich experience like that we have on uh employee Center the mobile experience is right now tied with our employee Center experience um because typically those who are using a corporate app are those who are um willing to um um spend that much time on the portal and uh uh consume the rich experiences that are there kiosk is a yet another portal that we have built on the service portal Tex stack um so it's different from the employee Center portal but it is designed for those who are time constrained um working out of a shade device or are accessing this Via mobile app and are only focused on specific use cases now out of the box we have designed the chaos to focus on HR use cases and health and safety because if you would think about manufacturing uh even retail employees these are the use cases that are most relevant for them but since this is built on service portal um and is tied with uh every all other workflow uh that you have built on that instance you could enable um like let's say you have legal services that you want to offer um on this portal let's say you know you want to give your uh uh workers the ability to uh raise um a legal concern um for whatever they have how they have been treated or whatever um you can make those available as part of this so out of box is what you're seeing that we have built um but this is extendable as any of our other portals to activate additional different uh experiences now there are people asking whether we can have separate Kiosk for like different kinds of uh uh employees um it would depend on if your use cases are completely different and you think um you know like Integrations are different everything is different maybe um but uh um we recommend like you know you have a kiosk experience you have a portal like minimizing the number of portals or experiences that you are building is also important for you to scale as an organization um what else yeah so another question question that people were asking about is how is this different from a mobile experience so like I said the mobile experience is a mobile native experience that is essentially an app that you are downloading on your phone this is an alternative to that so if you are you're dealing with an organization where um the employees are hesitant to download a mobile app on their phone and you're not seeing adoption this is the channel that they can you know it's just a URL that they would open on their mobile browser um if they accessing it via their phone um this is the option that they would have if they're not carrying a mobile device in their workplace they this would be an option because this would be something that would be open on a Shar device another common question which uh um I've heard people ask is uh what about it's a shared device what kind of time of um um options does service now have so um service now does have the ability to configure how much like time off you want so you want it to be after 30 seconds of an activity or 15 seconds of an activity you could configure that one caveat with that is that that setting currently as far as I know is common across difference so I believe it it's not going to be different for kiosk but you do have that option to um Define how what your time of settings are for kiosk experiences um yeah we are looking for uh um uh organizations who are interested in deploying this so we do have um um let me just bring up my slides again okay so we are interested in knowing if um if you um would like to deploy this um so we don't have a poll that we are posting um um on the screen right now but you can just post it put it on your chat if you are interested in deploying and we would love to handhold and uh help you out we are also running a series of office hours our next session is on October 10th so um if you're interested in learning more diving deeper on some of the capabilities that you heard about today uh it's it's an open Forum Q&A it's not a presentation so that would be a good place for you to ask your questions all right um we'll keep taking questions um and answering them but I just wanted to make sure people are aware of our uh um uh events that are upcoming we have a road map webinar coming um next week we also have an employee Center deployment office hour in the employee Center deployment office hour we will be diving deep into the self-service experience so if you're interested in that um want to learn more what plugins are needed or you know how do you configure it we will be walking you through it in the office hours and then of course we have our Show and Tell event um we have a really cool organization presenting um their Journey with employee Center on October 8th and then we also have the employee Center um Communications capabilities office hour on October 3rd um if you have any questions around whatever you heard today you can reach out to us at u. product. eventservice now.com so you would see that email at the bottom of this slide all right um let's just take a look if there are any additional questions in the chat yeah so one more thing we like when we were demoing we did say that you know the ability to request a shift swap or like request time off is uh um currently just demo data and it's not out of box it is in our road map though to build this uh both these capabilities uh with the Kronos integration so if you are looking to have an integration with Kronos we are going to extend our outof boox integration and make that both um the time off request and uh request uh shift swap available as of uh um as of the outof boox integration um all right anything else that we should pick up Smithy or others on the team I think we are good for now Pua okay all right so this today for a change we will be ending a little early uh thank you so much uh everyone for uh joining this and I look forward to having you again on these calls next month and the others that we mentioned