HR Services/Fulfillment Instructions

[amandazeimet]

Anyone have any good examples of how they utilized the HR Services / fulfillment instruction in the HR Service Management? Ex: when did you use it, how did you use it. I'm new to this and trying to understand the best utilization.

Thanks!

[Abhishek Raj3]

HR Service Management

ServiceNow HR Service Management streamlines and improves HR service delivery by offering a consumer‑like self‑service portal to employees along with out‑of‑the‑box request and fulfill process automation. An HR service catalog presents employees with pre‑defined services such as benefits or employee relations items. Once requests are submitted through the HR service catalog, cases are automatically assigned to a designated human resources specialist or team for fulfillment. Integrated reporting provides insight into volume, types of requests, and individual workloads so that HR management can align services and resources, and identify opportunities to improve both services and HR operations.

Human Resources Service Management

HR Service Management | HR Case Management | ServiceNow

Solutions for HR | ServiceNow

Thanks

[Abhishek Raj3]

Hi Amanda,

If your query is resolved.Please mark this response as correct and helpful via your post link (Difference between Task activity and Catalog Task activity in Workflows?   ) to help others with the same question.

Thanks,

Abhishek

[lucinda]

Hi Amanda,

We built the fulfillment instructions feature based on observing how customers were using our product. We found that many customers had documented the steps that agents need to follow in order to fulfill specific case types but did not have a good way in the application to reference this documentation. Through these customer observations, we identified three options for creating instructions:

1. Rich text option - There are two use cases for this option. 1) You want to document instructions for agents to refer to when fulfilling the service. You can include rich text features such as bold, bullets, and hyperlinks. 2) You have already documented fulfillment instructions on another website accessible by agents. In this case, you can hyperlink to the appropriate site for instrucitons.
2. Checklist - The feature creates a checklist on the case for the agent to follow when fulfilling the case. Agents can check off the items as they go. They do not, however, support hyperlinks so if you need to link to another site, you should consider Rich Text Option, or a combination of multiple types.
3. Knowledge article - This feature is great if you have already published fulfillment instructions in you ServiceNow knowledge base. You can just link to the article directly.  

I hope this helps.

Lucinda