Employee Center Pro – balancing country-based/persona personalization

MattL1434689710
Giga Contributor

2 hours ago

Context: We’re expanding EC Pro globally and want a balanced experience: highly personalized by country and a way for personas like matrix managers or elevated admins to view other-country content when needed.

Current approach: We use user criteria on topics/content by country, which personalizes the portal well—but it blocks managers who support teams in other countries. If we loosen criteria, the experience becomes noisy.

Question: Has anyone implemented (or seen from ServiceNow) a user-selectable persona/country toggle in EC/EC Pro—ideally a widget or pattern that lets a user temporarily “act as” a country/persona to view non‑sensitive content (while keeping their default personalized view)?

Considerations:
• Topic/user criteria inheritance & visibility in EC widgets (Popular Topics, Mega Menu).
• AI Search and portal search result filtering by criteria.
• Governance guardrails (e.g., non‑sensitive content only; log/audit of toggle use).

Looking for: Architecture patterns, widget examples, governance tips, and pitfalls from those who solved this for global workforces.

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SupriyaWaghmode
Kilo Sage
Kilo Sage

2 hours ago - last edited 2 hours ago

Hello @MattL1434689710  ,

Checklist for Publishing HRSD Module Globally and Customizing for Country-Specific Needs

  1. Identify Global Components
    • List all global HR services.
    • Identify HR groups, Criteria and associated record producers other associated stuff.
    • Include portals and other related processes.
  2. Standardize Core Elements
    • Create standardized forms and fields.
    • Define user criteria and HR criteria.
    • Ensure knowledge articles follow a global standard.
  3. Plan Country-Level Kickoff
    • Schedule a kickoff meeting with country process owners.
    • Understand existing processes and requirements.
    • Identify gaps between global and country-specific needs.
  4. Leverage Existing Processes & Customize Where Needed
    • Reuse existing processes wherever possible.
    • For new processes, create new HR cases.
    • Add additional fields only for country-specific needs.
    • Configure country-specific Groups ,  COE security, HR criteria, User Criteria and assignment rules.
  5. Address Global Gaps
    • If functionality is missing globally but needed across all countries, raise a change request.
    • Add new features at the global level where applicable.
  6. Develop a Standardization Strategy
    • Define a clear approach for global standardization.
    • Identify country-level gaps and implement enhancements accordingly.
 
This guidance will be extremely helpful when managing extensive country-level customizations while maintaining common global standards.
 
Please mark accepted solution if this resolves your query.
Thanks & Regards ,

Supriya Waghmode |ServiceNow Consultant

HRSD

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