ServiceNow Employee Center: Content Features and When to Use Them

Ceanna · 8 hours ago

Overview of Article: This article provides guidance for organizations migrating content from an existing portal or intranet to ServiceNow's Employee Center (EC) / Employee Center Pro (EC Pro), offering recommendations on how content can be effectively adapted to the features of EC/EC Pro.

ServiceNow offers a variety of ways to display content on the Employee Center portal experience, giving customers options to organize, communicate and deliver information with end-users.

Whether you're in the process of migrating to Employee Center or already live with the experience, understanding these features will help you build or maintain an engaging and informative portal for your users.

This guide outlines some key features for displaying content, their appropriate use cases, and examples to help you determine the best options for your needs. However, please note that these suggestions are not a one-size-fits-all, as there may be several, successful approaches to accomplish the same goal in the platform.

ServiceNow Content Feature	License	Description	When to Use	Example(s)	Screenshots (See below)
Knowledge Article View documentation on Knowledge Articles	EC Available to all customers by default.	Description: Individual articles containing knowledge/ information on specific topics.	Use for sharing detailed instructions, solutions, or guidance on specific issues.	Examples: IT Support: "How to Reset Your Password" HR: "How to Enroll in Benefits" Service Desk: "Troubleshooting Network Connectivity Issues"	A
Topic Pages without Employee Communication content View documentation on Dynamic Topic Pages	EC These pages are available to all customers by default.	Description: dynamically generated topic pages that bring together different types of content, such as catalog requests, articles, and quick links under one category (topic).	Used to group articles or content related to a specific subject or topic.	Examples: HR & Benefits – leave requests, benefits enrollment, payroll questions, policies. IT Support – submit IT incidents, request software/hardware, find troubleshooting guides. Facilities & Workplace – office moves, building access, maintenance requests, parking info. Finance & Expenses – reimbursements, purchasing policies, corporate card issues. Legal & Compliance – policy documents, compliance training, contract requests.	B
*Topic Pages with* Employee Communication content** (Using rich content): Commonly called Microsites Learn more about rich content	*Requires EC Pro because it leverages the Content Publishing Module	Description: (An extension of topic pages): Dynamically generated topic pages that bring together different types of content, such as request, article, quick links, and employee communication to provide a new and richer browse experience.	Creating a more extensive content hub for a broad subject area that includes not just knowledge articles and catalog items, but additional resources such as applications, news articles, content experiences banner or rich content. Read more about Microsites and how to configure them.	IT Microsite: A microsite for IT support that includes articles, how-to videos, a service request form, and links to live chat support. HR Microsite: A microsite for HR services containing benefits information, policy documents, HR request forms, and employee wellness resources. Onboarding – pre-hire forms, orientation schedule, IT setup, introductions. Offboarding – exit checklist, return equipment, benefits transition info. Career Development – learning resources, mentoring programs, training requests. Wellness & Work-Life Balance – mental health resources, wellness programs, PTO info. Diversity, Equity & Inclusion (DEI) – employee resource groups, events, initiatives.	C
Standalone Microsite*	EC Pro*	Description: A dedicated topic page related to a broad topic, offering information with rich content on that topic. Its acts as a fully self-contained, configurable site that can exist as an isolated experience.	Use when you need a dedicated section for a specific topic or event that doesn't belong on the homepage or the mega-menu, due to its complexity or targeted nature.	Examples: An important event with a high volume of participants, such as an all-hands meeting. A microsite can be created using rich content to efficiently provide relevant information without overloading the main portal. Additional examples/ideas where a microsite (either standalone or tied to your taxonomy) could be used: Sustainability & Green Initiatives Innovation Hub – submit new ideas, see past innovations. Employee Recognition – nominate a peer, see recent awardees. Community & Culture – upcoming events, employee spotlights.
Actionable Banners View Documentation on Banners	EC Pro* Customers without EC Pro can use the "Announcements" widget.	Description: A stream of announcements, updates, or action tasks that can be featured on the portal in form of banner campaigns.	Can be used to broadcast company-wide updates or important, time-bound announcements to keep users informed.	Examples: Company Announcements: Open Enrollment is here, "Holiday Schedule for 2026" or "New Employee Benefit Programs." IT Maintenance News: "Scheduled Maintenance on ServiceNow Platform" or "System Downtime for Updates."	D
News articles & Company Events View Documentation on News Articles	EC Pro*	Description: A stream of announcements, upcoming events, or internal company news that can be featured on the portal in form of news article or events.	Use for broadcasting company news, or upcoming events to keep users informed.	Example: Employee News or Company Events: "Employee of the Month" or "Upcoming Company Event: Annual Town Hall."	E