HR profile encrypted tax identification fields
Previously, the Social Security Number field could be used to capture your employee's tax ID number, but was not encrypted.
The unencrypted Social Security Number is still available for use, but an encrypted field is available for use that provides additional security to sensitive information.
The encrypted National tax ID (encrypted) field uses the Password2 (2-way encrypted) Key Management Framework (KMF) encryption.
- ITIN: Individual Taxpayer Identification Number
- SSN: Social Security Number
- TIN: Taxpayer Identification Number
Employee Relations Executive Overview dashboard
Virtual Agent for HR Service Delivery
Custom portals and ticket
If your company has created a custom portal and/or ticket page, and you want the HR case link (in Virtual Agent) to redirect to your portal and/or ticket page:
- Create a system property that links the HR case in Virtual Agent to your portal and/or ticket page. For example:
- Custom portal name: escServiceNow
- Custom ticket page name: new_ticket_page
- sys_property: com.glide.cs.portal_url_mapping.escServiceNow.sn_hr_core_case
- Value: /escServiceNow?id= new_ticket_page&sys_id={{data.sys_id}}
- Application: Global
Reusable HR Service Delivery Virtual Agent topic blocks
Create and reuse topic blocks to perform common functions in HR Service Delivery Virtual Agent conversations, like creating an HR case or performing a search.
Topic blocks help you be more productive by minimizing duplicate subflows, are easier to maintain, and ready to use immediately.
- Contextual Search
- Create HR Case
- Survey
- Transfer to Live Agent
- Update HR Case
- Employee Authentication
- Agent Availability
- FAQ Contextual Search
- AI Search
- Request Catalog Item
- Search Catalog Item
- Pause
Predefined Virtual Agent topics for HR Service Delivery
The base system provides the predefined Virtual Agent topics (chatbot conversations) designed to help your customers complete common self-service HR tasks. These topics are not published and found under the Virtual Agent Designer
The following predefined, HR Service Delivery Virtual Agent topics are available:
- Add Emergency Contact (Template)
- Ask a Question (Template)
- Benefits Overview (Template)
- Create HR General Inquiry Case (Template)
- Delete Emergency Contact (Template)
- FAQ Search Fallback Topic (Template)
- General HR Inquiry (Template)
- New Hire Orientation (Template)
- Pay Discrepancy (Template)
- Request for Leave (Template)
- Update Address (Template)
- Update Email (Template)
- Update Emergency Contact (Template)
- Update Phone Number (Template)
Doc Link : https://docs.servicenow.com/bundle/sandiego-employee-service-management/page/product/human-resources/concept/hr-virtual-agent-conversations.html
Thanks,
Sandeep
