ServiceNow HRSD (Tutorial Article Part - 2)

[Ravi Gaurav]

Hello ServiceNow Family,

I have already started a Article series on more compelling Module ServiceNow Human Resources.
First Article Link :- Click Here 

Lets begin from there :-

What are HR Skills?

HR skills refer to specialized areas within HR functions, such as:

• Employee Relations
• Hiring
• Payroll
• HR Benefits

Similar to roles, skills can be assigned to groups so that all members inherit them. These skills can be defined in case templates, allowing for automatic assignment based on the skills required.

For example, an HR case related to payroll will be automatically assigned to users and groups with payroll skills.

To create a new skill, navigate to the "Skills" section in the left-hand navigation menu and click the "New" button.

To check the skills assigned to a group:

1. Navigate to HR Administrator.
2. Go to Manage HR Groups.
3. Select the desired group.
4. View the skills in the Skills related list.

To check the skills assigned to an individual:

1. Navigate to HR Administrator.
2. Go to Manage HR Skills.
3. Select the user to view their assigned skills.

  

HR Case Auto-Assignment

If an assignment group is not specified in the HR case template, the following functions are applied for auto-assignment:

1. HR Auto Assignment Rule
2. Matching Rules

To view and manage HR Assignment Rules:

1. Navigate to HR Administrator.
2. Go to Assignment Rules.
3. Select HR Assignment Rules.

In this section, you can see that if the assignment group is empty when the case is created, the case is automatically assigned to the HR Tier 1 group.

HR Matching Rules

To manage HR Matching Rules:

1. Navigate to HR Administrator.
2. Go to Assignment Rules.
3. Select HR Matching Rules.

Within the assigned group, ServiceNow checks which HR member has the least workload and assigns the case accordingly.

Here, you can see that ServiceNow identifies the least loaded agent based on the required skill type.

What is an HR Profile?

An HR profile differs from a user profile. It contains confidential information such as marital status, beneficiaries, medical plans, and ethnicity.

Only HR professionals with the sn_hr_core.profile_reader role can view an employee's HR profile data.

HR profile information is stored in the hr_profile table.

You can access the HR profile link through the related links in the sys_user table.

To view the entire HR profile, click on the related link.

Creating HR Profiles

1. Generate Individual HR Profiles:

   • If a user does not have an HR profile, you can create one by clicking on “Create Human Resource Profile” in the user table.
   • If a user already has an HR profile, you will see “View Human Resources Profile” instead.

2. Generate Bulk HR Profiles:

   • You can filter users for whom you want to create HR profiles and view the count at the top.

     

     
     

Difference Between HR Criteria and User Criteria:

• User Criteria is applied to knowledge bases or catalog items that an employee can view.
• HR Criteria are generally used to create bulk HR cases by HR or during lifecycle events.

What is an HR Case?

An HR case captures an employee's HR request and is managed by an HR professional.

Ways to Create an HR Case:

1. HR professionals can manually create an HR case using Create New Case.
2. Employees can submit a request through the Service Portal.

Creating an HR Case Using HR Profile:

1. Navigate to the user’s HR profile.
2. Click on the related link “Create New Case”.
3. Alternatively, use the Create New Case module.

When creating a case, you need to define the Center of Excellence (COE), HR service, the person the case is opened for, and the subject person.

HR Case Tables:

Stay Tune for part 3.

Thanks

Ravi Gaurav

MVP @2024

Youtube :-https://www.youtube.com/@learnservicenowwithravi

Linkedin :-https://www.linkedin.com/in/ravi-gaurav-a67542aa/

#HRSD #servicenow@Ravi #Developer

[Nikhil Bajaj9]

Thanks for sharing your knowledge.