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