ServiceNow CIS-HR: Quebec Release

Caller Tracking

Access to tables and script includes is allowed between scopes, but tracked (recommended during development ONLY)

Lifecycle Events

A collection of activities that detail a process

Activity Set

A container for a group of activities in a lifecycle event

What are the three Guided Setup views for HRSD?

Category view Task View Configuration view

Campaigns is also known as ___

Content Automation

Configuration View

Displays the forms lists, or properties of tasks for a category. Provides access to contextual embedded help on the ServiceNow product documentation site and guided tour

Replacement for "Users"

Employee or Worker

Audience

Field that allows Lifecycle Event activities to be triggered only for those who meet certain conditions

Campaign Bundles

Group multiple types of content together and define how and when the content is delivered

Each of the HR COEs extend the ___ table

HR Core Case (table)

Admin [Admin]

Has access to all global-scoped system features, functions, and data Initially contains the HR admin, LE admin, and Integrations admin roles

What groups utilize the unified ESC portal?

IT and HR

Campaign type: Notification Content

Information blast sent via email or push to mobile devices

Activity Field Mapping

Passes field information from the Lifecycle Event case to a child case or task

Who or what can you test a Lifecycle Event for?

Specific activities, a particular audience

HR SKUs

Standard Pro Enterprise

Lifecycle Event Configuration Process

1. Document Lifecycle Event Process 2. Configure Supporting Components 3. Build Lifecycle Event 4. Create an HR Service for the event

Needed for Mobile Onboarding on a Lifecycle Event

1. Event Type == Onboarding 2. Display Activity Sets to Subject Person field is True on an LE record 3. Show Case to Subject Person field is True on HR Service record

Phase 1 of an HR Implementation

Build the foundation Build organizational alignment build knowledge

Activity Set Triggers: Advanced

Activity Set Triggers according to the conditions defined in the trigger script

Activity Set Triggers: Condition

Activity set triggers according to conditions defined using the configuration builder

Employee relations

Allows [term] cases to be managed and administered in their own application scope

ESC: Forms

Allows employees to connect, engage, and collaborate with other employees to share business information, promote employee engagement, encourage ideas and feedback, and give employees an overall voice

HR Scoped app: Lifecycle Events (com.sn_hr_lifecycle_events)

Allows for agent tasking ONLY within the HR department (does not include onboarding, offboarding, and transfers)

Activity Container

Allows you to manage the dependencies of activities within an activity set, such as if a group of tasks need to fire in a specific order before another can begin

Campaign type: Mobile Content

Announcement banners sent to mobile devices

Major Configuration

Applies to any customer that wants to make significant changes to the base instance (large employee populations, varied business units) with custom integrations or language translations

Low Configuration

Applies to customers that wants to make minor changes to the base instance

Activity types for LE Activities

Approval Employee Fulfiller Notification Flow Content Activity Container

Assignment and Matching Rules

Assigns an HR case to an agent with the least number of cases assigned, has the skills required by the case, and matches the location of the subject person

Advanced Work Assignment (AWA)

Automatically assigns HR Cases to agents based on availability, capacity, and skills. Uses work item queues, routing conditions, and assignment criteria that you define in the workspace.

Employee Service Center: Key Features

Campaign review Restrictions for content delivery Virtual agent and NLU for HRSD Alumni service center UX Analytics for HRSD

Success Goals: Drive Action

Campaign to direct employees to complete a task or create cases

Success Goals: Deflection

Campaign to inform employees so that the number of HR Cases will decrease

What can't platform HR admins do in the HR scope?

Cannot change the password of any user with a scoped HR role

Replacement for "Incidents" etc

Case

Employee Document Management definition

Centralized storage for employee documents

Employee Service Center (all) content

Content Delviery To-Dos Requests Knowledge Catalog Org Chart Chat Forums

Campaign type: To-do Content

Content that assigns tasks to employees and can be sent via email, text, or posted to the ESC or SP

Campaign type: Portal Content

Content that is displayed on the ESC or Service Portal

Activities

Creates cases, requests, or tasks that are needed to fulfill a Lifecycle Events case

Caller Restriction

Part of Restricted Caller Access: Access to tables and script includes is denied Process will not complete until manually approved in the Restricted Caller Access Record Recommended for production

Security Controls

Platform access Roles and groups Contextual security (ACLs)

Lifecycle Events for Enterprise (com.sn_hr_lifecycle_ent)

Plugin includes onboarding, offboarding, and transfers. Allow for agent tasking in other departments like IT tasks

Resource Matching Engine

Plugin that is automatically activated with HR Core to allow for matching and assigning cases by skills and country

ESC: Content Delivery

Present employees with information, such as videos, links to forum posts, links to news, announcements, calendars, and banners

Client-side masking

Prevents users from entering personal information in an HR case using the input mask plugin

Schema Map

Provides a graphical representation of other tables related to a specific table, either through class extension or reference.

HR Scoped App:Data Migration

Recommended when upgrading from the global v1 of HR to the scoped version

awa_admin

Role needed to determine what, where, and how to route HR case assignments for Advanced Work Assignment

sn_hr_core.profile_reader

Role that allows visibility into the HR Profile table and records

What are campaign bundles called in the Schedule of Content builder?

Stages

How can I test a Lifecycle Event?

The test feature on the Activity Sets tab

Where can you find employee experience packs?

They are found on the ServiceNow store

True or False: An HR Service is required to initiate a Lifecycle Event

True, it is needed to initiate a Lifecycle Event

True or False: If you are an HR Admin, then you inherit the LE Admin role

True, the role is a child of the HR admin role

Employee Experience Packs

Update sets which include pre-built services, activities, and communications

How to import data during data migration

Use either an integration or an import set

HR Case Template

Used to assign a group to an HR Case

HR Case Assignment

Used to assign cases via an HR Case template, assignment and matching rules, or advanced work assignment

Activity Field Mapping: Catalog Variables

Used to default values on a catalog item variable (such as an employee ID)

Campaigns

Uses Content Delivery to present employees with targeted communications during a predetermined timeframe

Configuration

Uses the built-in tools in the platform to add fields, change field names, modify dropdowns, or add buttons

Two ways to create an HR Catalog item

Using the record producer field on the HR service. Using the Managed HR Catalog module, which automatically creates a new HR Service (using a script)

When do you assign someone the Delegated Developer role?

When this person is an HR admin who should not have the global admin role, but needs to develop for the HR application

The employee and HR agents

Who can access an individual HR Profile record?

HR Admin [sn_hr_core.admin]

Works strictly within the HR Scope Can access all areas of HR to create Cases, Tasks, Reports, Profiles, etc.

Roles a new hire gets when a New Hire Onboarding Lifecycle Event is initiated

sn_hr_core.hrsm_new_hire sn_hr_sp.hrsp_new_hire

The HR Corse Case (sn_hr_core_case) table extends the ___ table

task (table)

___ is who you are communicating with regarding the case, while ___ is who the case is about (the object of the sentence)

Opened for, subject person

Employee Document Management: Key Features

Define retention period in number of days Archive a document type Document templates

Signature retrieval

A property that allows users to save their digital signatures for reuse

Impersonation Check

A property that blocks users from seeing sensitive information when impersonating an HR Professional

Inbound Email behavior

A property that determines if an email to HR is converted into an HR Case. If true, the system will automatically create an HR case from an inbound email

HR Profile Default Fields

A property that will display fields that appear on the Generate HR Profiles page

HR profile fields editable by users

A property used to make the profile fields not editable in ServiceNow if integrating with an inbound integration

HR Profile

A sub-record of the the employee's sys_user record that stores personal information related to HR

Customization

Involves code changes to create functionality not available in the base platform

Employee Document Management

Is included as an additional fee since the London release

Roles installed with Lifecycle Events

LE Admin [sn_hr_le.admin] Reader and Writer roles for LE Activity and LE Case LE HR Performance Analytics Admin LE Activity Set Manager

Campaign content types

Mobile Content Notification Content Portal Content To-do Content

Delegated Developer [delegated_developer]

Modify HR application objects such as skills, chat, surveys, etc. Modify application structure Develop application code

COE Security Configuration (sn_hr_core_coe_security_policy)

Module that allows admins to define which groups may access the various COEs or HR Services

Rescind Process

New in Paris, allows for admins to define tasks needed to back out any activities in a lifecycle event

HR Configuration Levels

Nominal, Low, Major, Drastic Configurations

What can't platform admins do in the HR scope?

Not able to access features granted by HR roles by impersonating Cannot grant themselves or others scoped HR roles

Restricted Caller Access (plugin)

Define and track cross-scope access to applications

Where can the audience field be used?

Determines what an employee sees on the ESC Determines when to trigger an LE activity Determines when new hires are displayed on the org chart page and 'My team' widget in the ESC

Task View

Displays a list of tasks for a specific category. Allows for starting, skipping, marking as complete, or unlocking tasks

Portal Preview

Displays a rendering of the campaign content to allow you to see how your campaign will be viewed by the employee. You can preview on the schedule content view or a preview link to see it in the preview window

Schedule of Content

Displays the campaign builder which is a graphical, drag-and-drop interface for the campaign

Category View

Displays the configuration categories and their tasks

HRSD Standard vs HRSD Professional

Employee Service Center (ESC) Portal Employee Relations Basic (HR Only) Lifecycle events

ESC: To-Dos (section)

Employees can view all their requests on a single page. It can be configured to show a user's service catalog requests, IT incidents, HR cases, etc.

How to categorize HR Services

Every HR Service is associated with a single COE table

True or False: HR utilizes the ITIL Framework

False. HR is divided among Shared Service Centers (SSC) instead.

What table should not be cloned into non-production instances from HR?

HR Profile table

Activated with HR Core

HR agent workspace HR integrations managed documents esignature Now mobile

Replacement for "Fulfillers"

HR professionals

Activity Set Trigger Conditions: Types

Immediate Date Other Activity Sets Advanced Condition Combination