Conference Sessions
Where employees and agents get the best UX – Employee Center and Workspaces
CCB1136-K22
## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] According to Gartner report, only 13% of the employees are fully satisfied with the experience they're getting. There are over 87% of the employees that are not happy with the experience they're getting. This is not a good thing. So this might be due to many reasons, and one of the reason is that they are not getting a unified employee experience. User experience matters a lot. I am Sai Srikanth, and am a design lead at Kaptius. At Kaptius, I lead the Design Studio Team to deliver solutions and also help our clients to get full value out of the platform. And we also provide good user experiences and app engine solutions. So when we talk about the experiences in ServiceNow, it offers Employee Center for employee experience. This is standard multi department and dynamic portal for service delivery and engagement. It can easily scale to support all departments and services. Employee Center comes in two offerings. In the basic one you get the multi department service delivery, whereas in Employee Center Pro you get employee communication and engagement in addition to service delivery. Let's quickly see the basic picture of Employee Center. You can push your catalog items, knowledge articles, employee communications, and quick links to your Employee Center, and all your departments are added as form of topics to the taxonomy, and each topic has its own dynamic topic page. And you also have some page configured widgets. Don't worry. Let's go ahead and see it in action. Now I'm logged in as an employee, and this is the Employee Center group. On the top, I have my tasks and also my requests. And here you can see your department, and each department has its own topics and sub topics. I browse IT, and this is a dynamic topic page for that particular department. As you can see, it is organized into topics and sub topics. You can find all the information you need for that particular topic. You can filter it by article, and also you can filter it by catalog items. This is a sub topic in our IT topic, and it has all the content so you get all you need at one place. I'll go back to the home screen, as you have learned to explore. This is the content experience, and each of this content is actionable. You can add your campaigns to this as well. And here you have your search, which supports the enterprise search where you can search across your organization. You have your popular topics within organization, and you can also have your recommended items. This is the quick links. You can add the links within your organization so that it can act as an interact. You can put your video content and also any links to the My Applications, and you can have your upcoming events. And this My Active Items is kind of a mini dashboard where a user can get the holistic view of what's happening with his tickets and if he has any to do task. So it's easy for him to take any action quickly. So when I click on the task, it takes me to do, and I can just simply click on the button by reading the stuff. So this is how the Employee Center looks like. Let's see what's under the hood. So as we were discussing, in Employee Center, everything is linked to the taxonomy. Let's go ahead and explore the taxonomy. So this is our employee taxonomy linked to the Employee Service Center. We would suggest you to create your own taxonomy and create your departments as single topics here. Let's explore the employee taxonomy. Here you have the IT department as a child topic. In each topic you can have the taxonomy linked to it and ordered, and also can add cool icon and the banner images. And for this topic, you can add the child topics and also you can link the content to it. You can link to your catalog items, knowledge articles, and also the quick links. You also have the ability to feature the content. So this is how you can organize your stuff within the employee sector. You just create the records, and it creates a dynamic topic basis for you. Now, let's explore one more cool thing, activity configurations. It's the mini dashboard that you saw in the Employee Center. You just need to create a record here and define few things. Let's take an example of requests. As you can see, we just gave the name, and also we link the page to redirect it to once you click on it. The summary view script shows the count of that particular box, and this list view script populates the data for the cards. Let's go ahead and see what we are talking about. So this is the account you see on the card, and this is the data you see. So it's just that easy to configure the things in Employee Center. And you also can configure the To Do page, your Ticket page, you can add new request filters, and all of this by just creating records and configuring the things. Now, are employees happy? And it's equally important for us to make our agent happy as well, and Workspace does exactly the same. So this improves the agent efficiency, and it enables your agent to work on multiple issues concurrently into the layout. It improves their productivity. And this Workspace built with the new UI Builder boosts a lot of things. When you're talking about the Workspace, we have two different things. One is the Agent Workspace and HR Workspace which just have a few components, and which cannot use the full capacity of the UI Builder. In configurable Workspace, they can utilize the full capacity in the power of UI Builder. Let's take an example of CSM and FSM configurable Workspace. You have access to many components and you can create awesome experiences. And you can create your own components as well inside the UI Builder, and this UI Builder is not only limited to Workspace, but you can create your portal experience in this way. Let's see it in action. So this is the UI Builder where all the magic happens. You can create your experiences by defining the app shells. You can differentiate the experiences page on the app shells. And now for this demo let's consider CSM and FSM configurable Workspace. So for every experience or Workspace, you can create the pages and there are many existing templates for you to create the pages very easily. And there is one more cool thing. You can show different views for the same URL on the page, and this view is called variant. And this variant can be defined using the audience. You can simply create a variant and add your audience to it. Let's go ahead and explore components. You have access to lot of components, and all of these components can be added to your experience and they are configurable. Using the data resource, you can add and fit the data. Let's quickly go ahead and add one. You can see your scope here, and you can see many operations that you can pull from that fits the data. You also have client state parameters and also page scripts can be defined. Let's quickly go ahead and add a component and let's see how you can configure it. I'm adding a button to my experience. Another use case is to link it to the native UI. Another use case is to link it to the native UI. So this is the button. Let's go ahead and configure it. In configuration tab, you can pass on the data to your component and go ahead and add the label. While adding the data or inputs to your component, you can either add a static content or you can dynamically fix the data. Go ahead and dynamically fix the data. So as you can see, the data is dynamically fixed. And also, you can write the script to do the same. OK, we got the user's full name. Now let's straighten it. Right. We are done. So you can see it's reflecting on our product. And in the style step, you can define the styles for your component and you can also add your own CSS. And this event handler is a place where you define what should happen when you click on your component or when you interact with your component, and you have many options in this event handler. For now, let's take link to destination. I select my destination and we are done. So whenever the agent clicks on this button, it takes him to the native UI. It's just that simple. You have a lot of components you can add to your experience and make it beautiful. And if you want to create your new components, you can use the Now UI framework. There are a lot of good resources on developer channel-- service on developer channel, and also there are good blogs in the community as well. So there is no limitation for UI Builder. You can go crazy and create awesome experiences. So now both our employee and agent are happy. So here are the few takeaways so that you can crack on to implement this for your organization and also for your customers. For Employee Center, please check the licensing. And also while you are installing the plugin, use the out of box fix script to fix all the restricted corner accesses. And we would recommend you to create your own taxonomies and organize the content into topics and sub topics. There is a lot of stuff you can configure using Employee Center. You can configure your activity configurations, To Do page, Ticket page, and there are a lot of out of the box widgets you can use. And for the Workspace with UI Builder, you can create your own components using The Now Experience framework. And the UI Builder is not only limited for Workspace, but you can create different experience like portal as well. If you are using the [INAUDIBLE] Studio, you can create the Workspaces in just a few clicks. If something is not loading in the UI Builder, you can go ahead and repair the plugin and it works fine. So these are the few takeaways, and I hope you got something useful in this session. Thank you so much.