Today's HR leaders are focused on driving efficiency and optimizing workforce strategies, all while keeping employees motivated and engaged. With ServiceNow's Xanadu release, customers can find new features designed to help support these goals.
This blog provides an overview of several of our top innovations and enhancements for HR Service Delivery and Talent Development in the Xanadu release but may not cover every release feature comprehensively. For additional release details, information, and deep dive blogs check out our HR Service Delivery community forum.
HR Service Delivery
Guided Decision Trees
Guided Decision Trees
For HR agents, resolving cases swiftly and efficiently is more achievable than ever. Guided Decision Trees provide a structured decision-making framework, allowing agents to work through cases faster and with greater accuracy. By improving Tier 0 agents' ability to triage cases and determine the next best action, Guided Decision Trees streamline the process, saving time and money. Agents can now offer better service and quicker resolutions, all while benefiting from a clear, guided approach that enhances overall productivity.
Employee Journey Management
Metrics for Employee Journeys
Optimizing the effectiveness of Employee Journeys relies on having the right data. Enhancements in Employee Journey Management's Analytics Center now provides HR admins and leaders with valuable insights into Journey usage. This allows for strategic Journey creation, ultimately improving employee experiences and guidance in moments big and small. By offering key actionable insights on Journey effectiveness, performance, and operations, these enhancements empower leaders and Journey program managers to make informed decisions and drive meaningful improvements.
Employee Center Pro
Content Engagement for Employee Center
Connecting with organizational content and providing feedback is essential for creating interactive employee experiences. Content Engagement with News now allows organizations to enhance content interaction by offering configurable options for reactions, comments, replies, and views. Employees can flag content for review and give feedback, while reusable templates ensure consistent and effective news publishing. With these enhancements, Employee Center users can actively engage with company news, creating more meaningful experiences.
Guided Self-Service
Guided Self-Service on topic page
For employees, having conversational self-service that resolves issues quickly in natural language is crucial. Organizations need to simplify self-service for employees and enable administrators to easily create new templates and use cases. With Guided Self-Service, users can navigate to the right article or catalog form through an intuitive Q&A experience. Administrators can effortlessly create use cases using pre-built activities and templates, while a user-friendly playbook designer simplifies authoring non-technical documents. These enhancements provide employees with effective self-service options and streamlined interactions.
Talent Development
Leader Hub
Business leaders need tools that provide a comprehensive view of workforce talent, track skill development, and support data-driven decisions to boost team performance and align with strategic goals. Leader Hub offers an in-depth look at talent development status, helping leaders quickly pinpoint skill gaps, team competencies, and employee engagement with development activities. It visualizes engagement metrics, enabling leaders to make informed decisions to enhance participation and drive success. Leader Hub also allows delegated supporters to access vital talent insights and detailed team compositions via an organizational chart.
Gigs & Projects
Organizations often face challenges in defining and tracking work activities, which are essential for supporting both employee and organizational development. Leaders require advanced tools to define and monitor work tasks flexibly, enhancing work experience and talent development. Gigs & Projects provides a versatile platform for completing work and future-proofing the workforce. It offers employees visibility into relevant opportunities, empowering them to grow their skills, expand their network, and facilitate internal movement within the organization. This approach not only supports flexible work execution but also boosts employee engagement and development.
Now Assist for HRSD
Proactive Prompts
Proactive Prompts in Now Assist for HR
Employee productivity and engagement can be significantly enhanced through AI-supported nudges and proactive reminders for important tasks. LLM-based Proactive Prompts delivers this by engaging employees and managers with timely reminders for pending activities, approvals, and more. It creates conversational experiences that promote proactive behavior, leveraging AI to help employees stay on top of essential to-dos and milestones.
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