In the Kingston release for HR Service Delivery, the focus is on further improving the employee service experience and increasing HR agent efficiency across the enterprise. We have introduced new features specifically designed to help streamline the HR service experience for both the employee and HR.
In this deep dive blog, you will learn more about a few of the new features included with the Employee Service Center. If you're interested in learning more about all the new features, please contact your account team and they can schedule a demo to show you all the latest and greatest features of the Kingston release for HR Service Delivery.
Embedded Connect
The agent assigned to an HR case is not always the right person to respond to the employee's question on a task. For example, the task may be related to an IT catalog item or an order guide. The HR agent has to reach out the correct person in the enterprise and get the answer. This can result in a delay in responding to the employee's question.
To help streamline the employee service experience and provide faster time to resolution, employees can use the Connect chat's real-time messaging functionality to connect with the right people instantly and get responses on HR cases and tasks.
HR admins can now configure which users are responsible for answering employee questions on a task. The new Connect chat widget provides an intuitive and easy-to-use interface for employees to ask real-time questions on a case or task. These questions are automatically routed to the individuals configured on the task. HR also has the option to configure questions to be routed to a support queue.
New Task Type — Checklist
HR would like to assign an employee a checklist of items to be completed as a task. For example, HR assigns the hiring manager a checklist of items to onboard the new hire. This provides guidance to the hiring manager and helps ensure the new hire has a good experience.
In Kingston, we've introduced the new Checklist HR task type. An employee assigned this task type can check off the items on the checklist.
Display Case to Subject Person
HR would like to display certain types of cases to the subject person on the case. For example, a new hire onboarding case. Currently, a new hire cannot see an onboarding case and, as a result, all tasks, requests and child cases tied to onboarding appear separately on the new hire's dashboard.
HR admins can now configure the HR Service to enable the subject person to see the case tied to this service. Once enabled, the subject person will see the case and all tasks, requests and child cases tied to the case rolled up inside the case.
This improves the subject person's experience providing additional context into the parent case.
Personalized Content
HR needs a way to personalize the content communicated to an employee on the Employee Service Center. Content writers can now personalize rich text content created for the Employee Service Center by adding variables to the content from the HR profile table. When an employee views this content, the variables are replaced with actual values from the employee's HR profile providing a customized experience for the employee.
New Case and Task Widgets
In previous releases, employees had to navigate back to the home page to access their to-dos and cases. There was no indicator to tell the employee that a new to-do was assigned or to indicate the overall number of to-dos pending for the employee.
Two new widgets have been introduced that can now be accessed from the navigation bar.
- To-dos: Provides a way for the employee to see the overall number of to-dos they need to complete and easily navigate to the to-dos from any page, instead of always going back to the home page.
- Cases: Provides employees an easy way to access open and completed cases and requests from anywhere on the Employee Service Center.
Personalized Communication Widgets Enhancements
HR needs to be able to push targeted communications to employees. Traditional portals have only allowed employees to initiate contact with HR for requests, but not the other way around.
Now HR can push information out to their employees to ensure everyone is informed of important information from the portal, eliminating the need to email information. Information can be targeted to employees based on any criteria from the HR profile table. HR can set a start/publish and end date for each individual communication.
New content types for communication include:
- Banner — allows for HR to easily configure using pre-defined fields and includes a rich text editor for easy formatting.
- Image-based links —allows for HR to create a list of logos and URLs (these can use the new deep linking feature).
Org Chart Enhancements
The Org Chart feature was introduced in Helsinki, however, it was difficult to configure the fields displayed on the org chart and the look and feel of the org chart was outdated.
In Kingston, we've introduced a new design which includes easier navigation, search and configurable display options.
New features include:
- Modern look and feel
- Easier navigation using the side scroll
- Searching using name and title within the org chart
- Each card can be 'flipped' by clicking the top right of the card to display additional information.
Additional information on all new and improved features can be found in the Kingston Product Documentation: (https://docs.servicenow.com/)
If you're interested in learning more about what's new, please contact your account team and they can schedule a demo to show you all the latest and greatest features of the Kingston release for HR Service Delivery.
