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.

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.

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.

• 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.

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.

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.

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.

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:

• Human Resources Scoped App: Lifecycle Events [com.sn_hr_lifecycle_events] enables you to easily configure digital workflows to manage employee lifecycle events within HR.
• Human Resources Scoped App: Lifecycle Events for Enterprise [com.sn_hr_lifecycle_ent] enables you to automate onboarding and other employee lifecycle events that span multiple departments such as HR, IT, Facilities, Finance, and Legal through a single service delivery platform.
  Note: The preconfigured lifecycle event for new hire onboarding is included as demo data as part of the enterprise plugin, and can be used with the Mobile Onboarding app.