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HR Service Delivery release notes

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HR Service Delivery release notes

ServiceNow® HR Service Delivery product enhancements and updates in the London release.

HR Service Delivery improves the employee service experience by automating HR interactions and providing a single platform for all HR services. HR Service Delivery is an integrated suite of applications designed to create a consumer-like service experience, while increasing HR productivity. Whether it is a simple request for information, or a multi-departmental process like onboarding, employees have a single place for all their service needs.

London upgrade information

Note: If you are upgrading from the Istanbul release, there is a new field in HR document templates. The Document type field helps to determine what document displays for a specific HR case. For example, you can ensure that your Employee Verification letter appears on the Request an Employment Verification Letter HR cases. Because Istanbul did not have this field, you must create new or select an existing document type for your document templates. See Document Types.

New in the London release

Case and Knowledge Management

The Case and Knowledge Management application allows you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests. The HR application improves efficiency and makes it easier for employees to get the services they need.

Auto-case categorization for HR case management
You can use Agent Intelligence with HR Service Delivery to train a predictive model to act as an HR agent to automatically categorize HR cases based on your past record data. Auto-case categorization allows for a faster response time and better case resolution for employees.
Note: This feature is only available with the HR Professional and HR Enterprise packages.
Knowledge blocks for HR knowledge management
You can use knowledge blocks with HR Service Delivery to simplify knowledge authoring for writers and knowledge consumption for readers. Knowledge blocks are reusable pieces of content secured by user criteria that you can add to knowledge articles in a knowledge base.
Encryption Support for HR and Employee Document Management
HR Service Delivery and Employee Document Management provides encryption support to secure sensitive information. Encryption support secures specific fields in HR or employee documents to prevent unauthorized users from viewing or downloading.
HR Synonym Dictionary
HR Service Delivery provides a synonym dictionary that helps expand text searches with additional keywords and can be customized to better match their business and terminology.
The HR Synonym Dictionary loads automatically when you check the Load demo data box and activate the Human Resources Scoped App: Core [com.sn_hr_core] plugin.
Employee Service Center

The Employee Service Center application provides a single place for employees to quickly and easily get all the HR services they need.

Content Delivery and Content Automation — Campaigns
Content Automation takes information from Content Delivery to provide automated communication to specific audiences for a specific time in the form of a campaign. A campaign can be a targeted message with tasks like Open Enrollment for Benefits. Content Delivery provides information for a campaign like mass email or links to videos, events, or external web sites. Content Delivery can also provide static information like calendars or banners for your service portal or Employee Service Center.
Virtual agent conversations for HR
Virtual agent conversations for HR use pre-defined dialog to automatically chat with employees who are requesting HR services. VA is programmed to understand the intent of an employee to handle repeatable requests.
Virtual Agent is a platform feature that when paired with HR Service Delivery is integrated within the HR UI. It provides automated dialog for general HR inquires, pay discrepancies, request for leave of absence, or updates to your HR profile.
The Glide Virtual Agent [com.glide.cs.chatbot] plugin must be activated first. Only ServiceNow can activate this plugin.
Note: This feature is only available with the HR Professional and HR Enterprise packages.
Employee Document Management
The Employee Document Management application provides electronic storage and filing of employee documents. Security policies determine who can view and access employee documents. Retention policies determine how long employee documents should be retained and reduces compliance risks.
For customers that have licensed ServiceNow Edge Encryption, it is available for use in Employee Document Management.
HR Integrations

The HR Integrations application allows you to integrate with third-party HR management systems to synchronize employee profiles and with third-party background check systems to request background checks.

Integrating with the Accurate Background service
The preconfigured Accurate integration uses REST services to request background checks through the Accurate service. You can use the preconfigured integration as-is or customize it to meet your needs.
Integrating with the Sterling Talent Solutions service
The preconfigured Sterling integration uses REST services to request background checks through the Sterling service. You can use the preconfigured integration as-is or customize it to meet your needs.

Changed in this release

Case and Knowledge Management
Response templates for HR case management
This feature, previously known as templated snippets, was renamed to response templates. You can also now configure response templates from HR Administration > Response Template Configuration.
Employee Service Center
Create content for Content Delivery
Content for your service portal or Employee Service Center is configured from Content Delivery. Previously, content was configured under HR Administration > Service Portal > Content Types.
  • Two categories have been added to identify content:
    • Portal Content
    • Notification Content
  • Manage Content was changed to Portal Content.
  • Link Content was added to define URLs for information and videos.
  • Manage Audiences was added to define who can view the content.
  • Schedule Content was added to define date ranges that content is available and the widget instance.
  • Content Type and Organization Chart were moved under Configurations.
HR Integrations
UI updates were made to several forms and lists in the HR Integrations application.

Removed in this release

  • The HR Workday Integration plugin (com.sn_hr_wday) was removed.

Activation information

HR Service Delivery is available as a separate subscription. You can activate one or more of the following plugins:
  • Case and Knowledge Management plugin (com.sn_hr_core)
  • Employee Service Center plugin (com.sn_hr_service_portal)
  • Enterprise Onboarding and Transitions plugin (com.sn_hr_lifecycle_events)

When integrating HR Service Delivery with a third-party HR management system or background check system, the HR Integrations plugin (com.sn_hr_integrations) automatically activates with the Case and Knowledge Management plugin (com.sn_hr_core) to help the integrations process.

If you are subscribed to both HR Service Delivery and Performance Analytics, you can activate one or more of the following content packs:
  • Performance Analytics - Content Pack - Human Resources Scoped App [com.sn_hr_pa]
  • Performance Analytics - Content Pack - Human Resources Lifecycle Events Scoped App [com.sn_hr_lifecycle_pa]

When migrating from the legacy (non-scoped) version to the scoped version of HR Service Delivery, you can activate the HR Migration plugin (com.sn_hr_migration) to assist you in the migration process.

If you are subscribed to both HR Service Delivery and Facilities Service Management, activate the Facilities Move Management plugin (com.snc.facilities_service_automation.move) first. Activating the Facilities Move Management plugin first ensures that the building map appears in the Employee Service Center.

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