Why user criteria & why hr criteria and why both?

[ASHU_1]

Can someone explain Why user criteria & why hr criteria and when to use both? I know there is a lot of content out there, and if I am still posting this, I need someone to explain it with use cases/real life scenarios please. 

Thanks!

[ASHU_1]

@John Zhang1 

[David Aldridge]

HR Conditions, HR Criteria, Audiences and User Criteria can be a bit confusing until you get your head around things. The docs for HR Criteria do a reasonable job of explaining it, but I'll try to summarize.

If you want to use HR Data to differentiate users (i.e., HR Profile), you can create HR Conditions that can be used for HR Criteria. You can then use one or more HR Criteria to create Audience Records. You can also use HR Criteria to create a related user criteria record. User criteria can be created outside of HRSD, using data available from sys_user (but not HR Profile).

Whether you use HR Criteria, Audiences, or User Criteria depends on what you're looking to restrict in the platform. Generally, HR Criteria is used within HRSD, for example to filter services or activities. User criteria is used for core functionality such as portal widgets, catalog items etc.

Hope this helps.

David.

docs ref: HR criteria (servicenow.com)

[Harish Bainsla]

1. User Criteria in ServiceNow:

   ServiceNow is primarily used to deliver IT services to an organization's employees and customers. User criteria in ServiceNow pertains to the needs and expectations of the end-users of the system, such as employees and customers who will interact with the IT services provided through the platform.

   Use Case/Real Life Scenario:

   Imagine you are implementing ServiceNow for an organization. User criteria could include considerations like user-friendliness of the self-service portal, ease of creating and tracking service requests, responsiveness of the platform, and availability of knowledge base articles. This information is gathered through surveys, user feedback, and usability testing. Meeting these user criteria ensures that the ServiceNow platform is user-friendly and aligns with the expectations of the employees and customers who use it.

2. HR Criteria in ServiceNow:

   HR criteria in ServiceNow are often related to the HR module within the platform. They include the specific requirements for managing HR processes, employee records, onboarding, offboarding, and other HR-related functions.

   Use Case/Real Life Scenario:

   Let's say you're implementing the HR module in ServiceNow to manage employee onboarding. HR criteria would involve requirements such as the ability to automate onboarding tasks, integrate with other HR systems, store employee documents securely, and track onboarding progress. These criteria help in selecting and configuring the right HR solutions within ServiceNow that meet the organization's HR process needs.

3. Using Both User and HR Criteria in ServiceNow:

   There are situations where using both user and HR criteria simultaneously in ServiceNow is beneficial:

   • Employee Self-Service Portal: When implementing an employee self-service portal within ServiceNow, you would use user criteria to ensure that the portal is intuitive and user-friendly for employees. Simultaneously, HR criteria would help configure the portal to provide access to HR-related information, such as benefits, time-off requests, and HR policies.

   • IT Service Requests for HR: If HR needs to request IT services or support through ServiceNow, user criteria would focus on HR staff's ability to easily submit and track requests. HR criteria would ensure that the IT service desk team has the required technical skills and knowledge to address HR-specific IT requests efficiently.

   • Employee Onboarding: When using ServiceNow for employee onboarding, user criteria would involve ensuring a smooth onboarding experience for new hires. HR criteria would deal with automating onboarding tasks, creating employee records, and compliance with HR policies.