ServiceNow®
HR Service Delivery product enhancements and updates in the Orlando release.
HR Service Delivery is an integrated suite of applications that provides a
single place for employee HR service needs while increasing HR productivity.
Orlando upgrade information
If you are upgrading from any release
prior to Kingston and you have customizations that reference script includes, you might
experience issues with Restricted Caller Access (RCA) errors. For more information, refer to
HR Service Delivery upgrade
information.
New in the Orlando release
- Case and
Knowledge Management
- Standardize the documentation, interaction, and fulfillment of employee inquiries
and requests, improving HR efficiency and services over time.
- Integrate with Adobe
Sign
- Integrate with Adobe Sign so that users can sign electronic documents through
the Adobe Sign service. This integration uses the Adobe Sign spoke in
IntegrationHub, and supports the use of both HR document templates and Adobe
Sign templates.
- Auto-determine the HR
service for a case
- Auto-determine the HR service for a case and enable an HR agent to transfer
the case to the appropriate HR service rather than having to spend significant
time manually triaging cases to appropriate HR services.
- Auto-train the predictive
model for email case categorization
- Enable auto-training of the email case categorization solution. Prior to this
release, you had to manually train the solution definition, HR Case
Categorization, to train the predictive model for email case categorization.
Beginning with this release, the solution definition is auto-trained by default
on installation of ServiceNow
Predictive Intelligence and HR Service Delivery.
- Use knowledge blocks in
article templates
-
- Add or remove knowledge blocks in more than one HTML field of any article
template including custom templates. Prior to the Orlando
release, you could add a knowledge block only in the standard article
template.
- Preview an article that uses an article template with multiple HTML fields
based on the version date and user.
- Define how many search results are displayed when a knowledge author
searches for a knowledge block while authoring an article.
- Configure HR Service
Delivery Center of Excellence (COE) security policies
- Use COE ACL Configuration to allow specific groups read or
write access to HR cases under a specific COE. For example, you might not want
the Talent Management group to be able to view cases created by the Benefits
group.
- Employee
Service Center
- Provides a single, unified portal for employees to get all the information,
services, and help that they need.
- Add or modify notification
content
- Use the Short Message Service (SMS) content type for notifications in Content
Delivery and Content Automation.
- Analyze your campaign for
effectiveness
- Analyze a campaign once it becomes active to ensure that your messaging is
relevant, fresh, engaging, and targets the correct audience. You can also set up
a schedule to re-evaluate the audience for a campaign.
- Create campaign success
goals
- Evaluate campaign progress by comparing it to a baseline using Campaign
Success Goals.
- Content Automation
(campaigns) dashboard
- View and understand the effectiveness of your campaign and trends, and whether
the campaign success goals are on target. Use this information to help determine
whether you need to refresh your content.
- Add or modify mobile
content for Content Delivery
- Create announcement and link banners for content using Mobile Content on the
Mobile Onboarding app and Now Mobile app on an employee's mobile device.
- Enterprise
Onboarding and Transitions
- Automate onboarding and other employee lifecycle events that span multiple
departments, improving employee satisfaction and efficiency across HR and other departments.
- Okta integration for new
hire onboarding
- Provision relevant applications for new hires automatically as part of the
onboarding process by integrating with the Okta service. This integration uses
the Okta spoke in IntegrationHub, as well as the new Business Roles plugin. It
is configured to work with the lifecycle event for new hire onboarding that is
included as demo data with the Human Resources Scoped App: Lifecycle Events for
Enterprise [com.sn_hr_lifecycle_ent] plugin.
- CIC Plus integration for
new hire onboarding
- Enable US-based new hires to provide relevant tax information as part of the
onboarding process by integrating with the CIC Plus service.
- Lifecycle event properties
page
- Enables you to set the duration of the activity set closure time in
hours.
- Show or hide an activity
set to the employee
- Show or hide an activity set to the opened for or subject person of the
lifecycle event case by using the Display to opened for
and Display to subject person options. These options
enable you to show only the relevant activity sets to your employees.
- Display an employee-facing
title for an activity set
- Display an employee-facing title for an activity set by using the
Display title field. The display title enables you to
emphasize the experience you are creating for your employees. For example, an
employee-facing title for the preboarding activity set could be “Get ready for
day one.”
- Ignore an empty date field
when triggering an activity set
- For an activity set that is triggered by a date field, you can choose to
ignore an empty date field. If the
Ignore
empty date option is selected, the activity set will not trigger
when the date field is empty.
- Trigger an activity set
based on specified conditions or a combination of triggers
- Define when an activity set triggers based on specified conditions or a
combination of triggers (date, other activity sets, and conditions) by using the
new trigger types called condition and combination.
- Order activities within an
activity set
- Manage the dependencies of lifecycle event activities within an activity set
with the new activity type called activity container. You can use activity
containers to order activities in parallel or sequence as well as to configure
multiple activity containers within an activity set.
- Deliver content to
employees through a lifecycle event
- Deliver relevant and tailored content to employees with the new activity type
called content. For example, you can push company-related information or a first
day at work banner to new hires as part of their onboarding.
- Map custom text to a
lifecycle event activity
- Map custom text to a target field or variable in an employee or fulfiller
activity by using the Custom text option. The custom text
can be static or include variables that are pulled from the source table. For
example, you can pass a string for a short description of an IT request.
- Resume a lifecycle event
case
- Enable HR agents to resume a lifecycle event case after a workflow error or
timeout.
- Show upcoming to-dos to
employees
- Shows upcoming to-do tasks in both the portal and mobile apps so that
employees know which tasks they need to complete in the future.
- Employee
Document Management
-
- Define a security policy for access to employee documents by using the
Payroll country and Effective date
fields. When you upload the document or move the case attachments to an employee
file, the value in the Payroll country field is
automatically entered from the user profile of the employee, and the value in the
Effective date field is automatically entered from the
creation date of the employee document.
- Configure a security policy by defining conditions on the Effective
date, Employee, HR
case, HR profile and Payroll
country fields. Apply the security policy only to documents that
match the configured conditions.
- Associate multiple security policies to a document type. In previous releases,
you could associate only one security policy with a document type using the
Security Policy field. Beginning with this release, you
can associate multiple security policies with a document type using the
Security policies related list. You can define the order in which the
security policies must be evaluated on a document type. You can also deactivate a
security policy if you do not want the policy to be evaluated on a document
type.
- Read and write a document only if you fulfill the read or write configuration
requirement of at least one security policy associated with the document type.
- Purge a document only if you fulfill the purge authorization configuration
requirement of at least one security policy associated with the document type.
- Receive a purge notification only if you fulfill the purge authorization or
notification configuration requirement of at least one security policy that is
associated with the document type.
- Quick start tests for HR Service
Delivery
- After upgrades and deployments of new applications or integrations, run quick start
tests to verify that HR Service Delivery still works. If you customized
HR Service Delivery, copy the quick start tests and configure them
for your configurations.
- Dynamic translation of text into
different languages
- Translate any text based on the language of the user working on the form by using
the Dynamic Translation feature. As an HR Agent, you can translate the text in work
notes and comments in HR cases and tasks. As a case requester, you can translate the
text in work notes and comments in Employee
Service Center. In order to access the Dynamic Translation feature, you must activate the Human
Resources Scoped App: Core [com.sn_hr_core] plugin and Dynamic Translation
(com.glide.dynamic_translation) plugin.
- Use pre-chat surveys
-
Use the New Hire Pre Chat and ESC Pre Chat preconfigured surveys that support Advanced Work
Assignment. These surveys are driven by
user criteria and control the topics that appear in the pre-chat conversation in Employee
Service Center.
Note: Some scenarios are not supported in the initial integration, specifically when an
employee is rehired or moves from contingent to full time status.
Changed in this release
- Case and
Knowledge Management
- Standardize the documentation, interaction, and fulfillment of employee inquiries
and requests, improving HR efficiency and services over time through Case and
Knowledge Management.
- Now Mobile app for HR
Service Delivery
-
- Supports mobile banner content so that you can create targeted campaigns
for users.
- Displays upcoming tasks for a lifecycle event case in the mobile app.
- Displays integration tasks such as for SuccessFactors, DocuSign and Adobe
Sign in the mobile app.
- Displays content tasks in the mobile app.
- Solution Definition column in the HR AI Configuration table
- The Solution Definition column in the HR AI Configuration table has been
renamed Solution Capability Definition. If you are upgrading to the Orlando release, information from the Solution Definition column is
automatically mapped to the renamed Solution Capability Definition column.
- Enable or disable an HR
Center of Excellence (COE)
- When you disable a COE, the corresponding HR services associated with that COE
are also disabled.
- The extended tables associated with each COE are not disabled and you can
still access them. Any active cases under a deactivated COE remain
active.
- Only the COE deactivates. The module remains active.
- Employee
Service Center
- The Employee Service Center provides a single, unified portal for employees to get
the information, services, and help that they need.
- Pre-chat
module
- The Pre-chat module has been replaced by the ESC Pre-Chat Configuration
module, which contains two survey configurations that control the topics that
appear in the pre-chat conversation in Employee
Service Center.
- The pre-chat survey configuration for new hires (New Hire Pre Chat) is
available when the Human Resources Scoped App: Lifecycle Events for
Enterprise (com.sn_hr_lifecycle_ent) plugin is installed.
- The pre-chat survey configuration for enterprise employees (ESC Pre Chat)
is available when the Employee Service Center (com.sn_hr_service_portal)
plugin is installed. In addition, you can create a customized pre-chat
survey configuration.
If you have been using
the Pre-chat module and are upgrading to the Orlando release,
an upgrade script is run to migrate your pre-chat categories as survey
choices. If you have any categories with user criteria defined, those
categories are migrated without the user criteria. You can manually configure
the user criteria for these categories using the ESC Pre-Chat Configuration
module.
- Enterprise
Onboarding and Transitions
- Automate onboarding and other employee lifecycle events that span multiple departments.
- Mobile Onboarding
app
-
- Supports Agent Chat so that new hires can ask for help from a live or
virtual agent.
- Supports mobile banner content so that you can create targeted
campaigns.
- Displays upcoming onboarding tasks in the mobile app.
- Displays third-party integration tasks, such as for SuccessFactors,
DocuSign and Adobe Sign, in the mobile app.
- Enterprise Onboarding and
Transitions plugins
- Beginning in the Orlando release, Enterprise
Onboarding and Transitions is comprised of two plugins:
- Employee Document Management report
- The Purge Authorization Approver Group report has been renamed Pending Purge
Authorization by Groups. If you are upgrading to the Orlando release,
you will notice no change in the report name.
Activation information
HR Service Delivery is available as a
separate subscription. Depending on the package you have, 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 plugins
- Employee Document Management plugin (com.sn_employee_document_management)