ServiceNow HRSD Overview Demo

welcome and thanks for joining me for the hr service delivery demonstration my name is stephanie goose and i'm a senior solution consultant on the hr product line team in today's demonstration we'll be looking at different personas throughout the hr service delivery journey we'll start with emily who is a customer service representative emily will be submitting a request to the now mobile application providing her a frictionless mobile first experience next up we'll move to maria's view from the employee service center maria is emily's manager and needs to complete a few of her own to do's as well as make some approvals for her direct reports our last persona is harry our hr specialist focused on case and knowledge management harry will be reviewing some of the cases submitted by emily and maria while prioritizing his work through tailored dashboards reports and visual task boards keep in mind today's overview is being demonstrated in our new york release let's go ahead and jump into the hr service delivery journey starting with the lens of emily emily is at home enjoying her weekend and remembers she needs to request her overtime approval she wants to get this addressed as soon as possible so that overtime is applied to her next paycheck emily logs into the servicenow mobile application as you can see here from the servicenow mobile application emily is able to search for different services knowledge articles or engage with the virtual agent emily opens the virtual agent and searches for overtime pay this is an example of natural language understanding where emily can simply type in the phrase overtime pay instead of selecting from a list of predefined conversation topics the virtual agent presents emily with a handful of knowledge-based articles to review and self-serve emily opens the payroll policy to learn a little bit more about her overtime pay inquiry within the payroll policy emily's organization has taken advantage of knowledge blocks knowledge blocks are reusable pieces of content driven by hr or user criteria to ensure only relevant information is presented to employees emily is a non-exempt full-time employee which is why she's seen that specific knowledge block emily can also give her organization some feedback on if this knowledge base article was helpful by rating the article or adding some additional comments as emily moves back to the conversation while this knowledge based article was helpful it didn't actually resolve her issue because she still needs to submit a payroll discrepancy request whether she's at home on her couch or on the sideline at her son's soccer game emily is met with an engaging mobile experience through the now mobile app the virtual agent continues to ask for some additional information so it can go ahead and open an hr case on emily's behalf because emily only had the one question regarding her overtime pay she can go ahead and close out of the virtual agent conversation and be brought back to the home screen back on the homepage emily can simply pull down on the page to refresh the information this is functionality she's familiar with from other applications she uses every day she can now see the new payroll discrepancy case created on her behalf by the virtual agent the now mobile application empowers emily with real-time notifications so she can stop worrying about her overtime being processed and returned to her relaxing weekend next up in our hr service delivery journey is maria as we transition to the employee service center we'll be looking through the lens of maria who is also emily's manager as maria starts off her work week she sees an email regarding the overtime pay request submitted by emily maria is prompted to log into the employee service center to view the pay request the employee service center is designed to allow employees to interact with their company to find information get help and receive care maria is greeted with a targeted experience focused around her needs as a manager of people a few examples of targeted content include leadership training available to maria a message wishing her a happy two-year anniversary and details on the new i.t vending machines in her office maria can view things like upcoming events at her specific location a video including company updates view details about her team's structure and see a handful of employee forums she might be interested in in addition to the targeted content maria can also access the knowledge base request services through the catalog or engage with the virtual agent at any time for additional support from the logo the colors and the messaging the content on the employee service center is extremely configurable empowering hr to be more agile and ensure the right employee sees the right message at the right time maria notices she has a handful of to-do items and drills in to learn more at the top of her to-do list maria sees the overtime pay request submitted by emily any pertinent details will be presented and she can decide to approve or reject the request upon completing this task any other to-do's will be served up to maria seamlessly she's prompted to watch a performance review video as her team reviews are quickly approaching this is an example of campaign tasking because maria is a manager she is enrolled in a performance review campaign assigning her a specific task as a manager to complete once she's finished watching the campaign may prompt her with other tasks or the targeted messaging on her home page may change through the use of content automation campaign content can be triggered by the completion of a task or date based campaigns allow customers to reduce irrelevant or duplicate communication improve employee engagement reduce reliance on emails and improve the employee experience by deflecting frequently asked questions through curated content next up on maria's to-do list is to review and sign a telecommuting agreement for one of her direct reports this task was triggered by her direct report submitting a telecommuting request the details entered in the original request are pulled through into the document for maria's review maria can choose to either draw or type her signature using the out-of-box e-signature functionality with a few simple clicks maria was easily able to complete critical steps to move cases along for her direct reports as well as complete her own personal tasks she could also leverage the now mobile app to complete these to do's in or out of the office after reviewing the telecommuting agreement maria is thinking more about her remote employee adjusting to working from home maria is a newer manager and isn't sure how to help her remote employee feel adequately supported she searches for information and is able to see various forms of content including knowledge articles catalog items and forum posts she clicks into the forum post result and finds helpful insights from other managers on tips and tricks that make her feel more confident about this new transition employee forums help your employees connect engage and collaborate with other employees in the organization maria is currently engaging in a manager forum but has access to several others forums can be moderated by the organization as desired and help share business information promote employee engagement encourage ideas and feedback and give your employees a voice employee forums quickly become an important part of the self-service strategy as users can receive fast responses to their issues by posting questions reviewing blogs or videos or searching past conversations while logged into the employee service center maria has one more thing to take care of she's in the process of buying a new home and has been asked by the lending bank to validate her employment information with her recent promotion to the manager role she wants to make sure her updated compensation is reflected in the letter it's easy for maria to find the service she's looking for and submit a common request to the hr team upon submitting the case maria has full visibility into any updates from the case form maria also has the ability to make changes by uploading an attachment or adding a comment in the case history maria can access any of her open or closed inquiries from the requests tab at the top of the page the employee service center provides employees with full visibility into all of their requests maria could also take advantage of the now mobile app to view her requests on the go in a short time maria was able to approve and complete tasks engage in a forum discussion and submit an hr request curated content anticipating her needs and questions provided maria with a seamless experience because she's never bogged down by unnecessary or confusing information maria is more engaged with her team and able to spend her valuable time contributing to her company's success we'll round out the hr service delivery journey with our hr specialist harry as an hr specialist harry supports many of the questions coming into the hr service center he has his own dashboard to help him manage his requests and prioritize his work harry can configure his landing dashboard to show the items most important to him and all of the data is real time and fully drillable to give harry insights about his workload from the dashboard harry can view and open the payroll discrepancy case submitted by emily important case details are readily accessible for the agent to view the opened four versus subject person as they may be different the hr service this case is pertaining to the case priority and also the source which helps us understand how the employee is contacting hr the inline knowledge base presents articles to help harry find answers quickly agents can also see the knowledge articles the subject person has access to this is helpful to ensure they don't reference an article that may only be internal to the hr team harry can also search the knowledge base for other related topics as needed harry is also presented with fulfillment instructions and a checklist to guide him through processing this specific case fulfillment instructions and checklist items will be different by each hr service and help drive consistency in case work and reduce liability for any sensitive cases such as employee relations these tools are also helpful for training new agents as those key processing steps are built right into the form template other details such as open cases for the user approvals associated to the case and what knowledge articles the employee viewed through self-service provide harry the full picture as he supports emily's inquiry agents can also add free form comments and work notes or leverage response templates previously referred to as templated snippets response templates are reusable messages to provide quick and consistent messages to users think of these as those reused nuggets of text your agents are copying and pasting from a word document saved on their desktop the awesome thing for agents is that while there may be several hundred response templates overall only the relevant responses for this particular hr service in this scenario payroll discrepancy will appear for them this removes that swivel chair action of opening a separate document and sifting for a particular response as agents know too well multiple questions often arise from a single inquiry resulting in a case transfer or the creation of a new case harry is able to easily transfer the case as well as change the hr service as needed within minutes harry was able to view important case details research answers through an inline knowledge base and quickly respond to the use of response templates now harry is able to complete his cases more quickly and accurately increasing overall customer satisfaction scores throughout his company harry wants to continue working on other cases assigned to him he views his personal visual task board which allows him to see his workload and the stages of each of his cases visual task boards transform the navigation of lists and forms into an interactive graphical experience vtbs allow agents to update multiple records which appear as cards and can be moved between lanes harry has access to multiple configurations that allow him to manipulate the data in a meaningful view he can apply slas to see how he's tracking on his cases or use labels to better organize his work the drag and drop feature allows agents to quickly interact with their workload because harry has a need support label he can assign a supporting resource simply by dragging roger's name over the card harry is currently working from his own personal task board of cases assigned solely to him however he may also belong to a team visual task board which allows him to interact with his peers with full visibility of the workload distribution the team visual task board is also a nice view for a manager of a support team it allows them to manage resources appropriately by viewing the number of assigned cases to each agent and even drag and drop cases to another lane if one of their support agents was leaving for pto filtering options as well as the activity stream provide visibility to the team to collaborate and meet their case service level agreements harry wants to go ahead and complete the employment verification letter earlier submitted by maria he can use the search option to quickly drill down on employment verification type cases and click on the card to open the case the initial landing page upon opening a case is focused around work notes and comments as well as any checklist items that the agent needs to complete to fulfill this case harry can also click on the actual case number to open the form details like we experienced earlier with our payroll discrepancy the case details are updated from maria's comments in her original verification letter request harry can see in the description that maria is asking to have her updated compensation details added to this letter after reviewing the case details and taking a look at the specific ask harry can go ahead and start work to get this verification letter back to maria he saw in the notes that maria is buying a home and because the template is editable harry could congratulate maria as well as adding updated compensation details to add a personal touch the native e-signature functionality allows harry to either sign or type his name as an agent harry can have his signature saved as the default to expedite the process this letter could also be generated automatically if no additional edits were needed by maria the pdf generator provides 24 7 access to commonly requested documents employees may need from their company once the edits and signature are added harry can save the document which creates and attaches the pdf upon closing the case the verification letter will be sent back to maria so she can be approved for her new home mortgage the task board is an easy visual that allows harry to see his work in a different perspective from the standard list view tailored dashboards reports and visual task boards provide harry with the resources he needs to efficiently prioritize and complete his work other resources like inline knowledge base articles response templates and the pdf generator make completing cases much easier harry is now able to spend more time on higher value cases instead of tracking down answers to repetitive questions today we looked at the hr service delivery journey through the view of three unique personas emily was met with a mobile first experience that provided her guidance and updates on her overtime pay request the native and intuitive now mobile app is making work life as great as real life maria had curated content served up to her anticipating her needs as a manager through the employee service center she was able to have full visibility on tasks and approvals for her direct reports as well as her own personal to-do's she now has more time to focus on building a successful team as a manager rather than worrying about where to find a policy or how to make an approval harry was able to complete work faster and more consistently through the use of case and knowledge management because several of the manual tasks were automated harry has more time to focus on high priority items which help his organization increase customer satisfaction scores and decrease costs overall thank you for joining the hr service delivery demonstration if you'd like to learn more please contact your local account executive at servicenow we make the world of work work better for people

Channel: Baverianvine

Views: 271

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Id: yjy7mxlfjec

Length: 18min 20sec (1100 seconds)

Published: Fri Feb 19 2021