Academy Session
Feature Overview
We’re thrilled to introduce the new Employee Center Pro Kiosk experience, specifically designed to serve the needs of deskless workers.
Deskless workers are employees who don’t sit behind a computer to perform their day job. They are often disconnected from HR and corporate support, with limited communications, manual processes, and long wait time to get help. Moreover, their needs and constraints drastically vary depending on their job characteristics, access to technology, market-specific laws, digital literacy, and more. Our vision is to enable all deskless workers to self-serve, leading to improved productivity and operational efficiencies for the organization.
The May 2024 release for Employee Center Pro Kiosk includes a simplified, touch-friendly homepage, designed for Kiosk or Mobile form factors, and tailored experiences for viewing time-off and shift schedule, two of the most relevant use cases for deskless workers. With the August 2024 release, we have enhanced the kiosk experience with personalized communications and an improved self-service experience.
- Kiosk authentication and simplified homepage - We have built a ‘front-door’ kiosk experience for all deskless workers needs. The simplified homepage provides easy, at-a-glance access to important information, such as upcoming shift and time-off balance, and requests. The new header also includes an AI search widget that allows users to find relevant support content - Knowledge Articles and Catalog Items. The May 2024 release includes support for username/password, single sign on, or multi factor authentication. Organizations can leverage ServiceNow platform’s Certificate based authentication to provide access to deskless workers via badge scans.
- Time off and Schedule Information (with pre-built Kronos integration) – We have built an integration with the Kronos platform to display the upcoming shift schedule and time-off balance summary on home page. Additionally, we have provided the ability drill down to the detailed schedule and time-off balance reports on the My Profile page, accessible through the My profile menu in header or directly through the home page widgets.
The Schedule tab in My profile provides a calendar view of the worker’s schedule, including work shifts, holidays, time offs, and transfer scenarios in a day, week, or month format.
Additionally, the Time-off tab provides a detailed summary of current leave balance across different time-off types, with a provision to view the leave balance on any other date within the current year.
- Get Support – Similar to the Get Support experience on Employee Center portal, we have included a get-support experience on Employee Center Pro Kiosk home page to provide workers with quick access to key self-service resources, such as:
1. Ask HR Question – This out-of-the-box Catalog item allows employees to submit queries or seek assistance from the HR department.
2. Report Health and Safety Incident – This Catalog item, available via Health and Safety Incident Management Plugin, allows employees to report any health and safety incidents or concerns.
3. Request Profile Update – The Employee Profile displays basic work and personal details in a non-editable format. However, the 'Request Profile Update' catalog item enables employees to request changes. Approved requests result in updated employee profile information.
-
Organizations can configure the get support widget to provide access to the desired self-service resources, as per their worker’s needs.
- Employee Communication on Kiosk: Organizations can now engage deskless workers with targeted communications that provide easy access to key information and announcements.
- New Kiosk Taxonomy and Topic Pages: We have enabled the Unified Taxonomy for Kiosk and built a new taxonomy structure with simplified Topic Page template, focused on providing an efficient small-screen and touch-friendly interface. We have also pre-configured the topic pages to show only the content directly connected to it (instead of showing content tagged to both parent and child topics). This is enabled via a new instance option for the support resources widget on topic pages.
- My Favourites Widget: Users can now mark their frequently used content as favourites and directly access them on the home page.
- Experience Feedback Drawer Widget: Organizations can easily capture feedback on the Kiosk experience using the ‘experience feedback drawer widget’ on the home page. Admins can configure the feedback questions to be a rating or a multi-question survey, like the Employee Center Pro portal.
- Guided Self-Service: The new Guided Self-Service experience is also pre-enabled for Employee Center Pro Kiosk. The visual Q&A format is touch friendly and designed for a kiosk experience. It is accessible via Get Support widget on the homepage, as a quick like or as a separate widget on the topic page.
- Send Information to SMS/Email: Users can access information (KB articles or schedule information) on-demand by sending it to their phone via SMS or email directly from the kiosk view. In case of knowledge articles, users receive a hyperlink that directly opens the article on a browser view. In case of schedule, users can choose to receive the day or week’s schedule for off-line reference. Admins can enable or disable options for sending information via SMS/email, customize the SMS and email templates to ensure information is shared in the desired format and branding, and validation to ensure email addresses and phone numbers are provided.
The Employee Center Kiosk experience is built using the Service Portal Platform, so organizations can apply any of other out-of-box or custom widgets they have built on top the above experience to build their desired employee experience for deskless workers.
How to get access?
Plugins required – The Employee Center Pro Kiosk enhancements are available by upgrading the Employee Center Pro application (version 32.0.4) and Employee Center Pro Kiosk application (version 2.0.1). The Send to SMS functionality is dependent on Twilio license and plug-in installed for the SMS configurations. For accessing Shift and Time-off related features, organizations would need to deploy the Ultimate Kronos Group (UKG) integration, HR Service Delivery Integration with Ultimate Kronos Group application would be required. For accessing Health and Safety Incident catalog item, Health and Safety Incident Management application would be required.
The ‘Send Knowledge Article via SMS/Email’ feature is also available to all Employee Center customers for the portal experience.
Technical details - The new kiosk experience could be accessed via the new kiosk homepage (eck_home). In terms of user roles, the user must have kiosk user role (sn_ex_sp_pro_kiosk.user) to access Time off and Schedule widgets.
Refer to Employee Center Pro Kiosk product documentation for additional details.
Refer to Send info to self product documentation for additional details.
