In ServiceNow HRSD, the HR Success Board is primarily used to monitor performance and drive improvements in HRSD implementation through multiple KPIs. It provides insights into metrics such as case deflection, self-service usage, customer satisfaction (CSAT), mean time to resolution (MTTR), HR case completion, and first-time case assignment, % of issue breached the SLA , tracked across different timeframes including monthly, quarterly, and yearly.
OOB KPIs under HR Success Dashboard:
Performance Overview tab
- Self-Solved Percentage (Using Knowledge, Virtual Agent, and Issue auto-resolution)
- Call Deflection Percentage (using Knowledge, Virtual Agent, and Service Catalog).
- % structured tickets completed
- Successful predictions
Service Quality tab
- Customer satisfaction score
- Mean time to resolve
- % Breached SLA
- % First assignment resolution
Prerequisite :-
-> Enabled Human Resource Core App plugin.
-> Enabled Human Resource Performance Analytics plugin.
-> Enabled Self Service Analytics plugin.
Step1 :- To activate HR Success Dash Board in HRSD, enabled "HR Success Dashboard indicators" (sn_sd_hrsm) plugin.
Require Role :-
"sn_sd.success_dashboard_read" role is require to access the HR Success Dashboard in Platform.
Once activate, HR Success dashboard is display in the following way:
We can see cost saving oriented KPI information, once toggle on option, attached screenshots as reference.
Definition of Each KPIs: Explained how the following KPIs work based on automated and formula indicators to derive the desired outcome in Dashboard.
Self-Solved Percentage:
Call Deflection Percentage:
Structured tickets completed:
Customer satisfaction score:
Mean time to resolve:
% Breached SLA:
% First assignment resolution:
Step2 :- PA Schedule Job Activation
1. [SD HRSM] Historic Data Collection - It's pick data historic wise either 60 days or 90 days ago records and populates them into the dashboard.
2. [SD HRSM] Daily Data Collection - It's pick data daily basis and populates them into the dashboard.
3. HR KB Deflection Analytics for User - This scheduled job is what checks the deflection configuration and determines whether a deflection has happened and then creates the deflection record.
Step3 :- HR KB Deflection Configuration
In case customer not use OOB HR knowledge base, then need to change customer specific Knowledge Base for deflection record creation and context mapping field should be user.
In case customer do want to create deflection record for following criteria need to change in Activity Context.
Deflection Metric :- Self Service Analytics -> Deflection Metric
Able to see all deflection records in below table.
Step 4:- Hourly wages configuration per Persona Groups
Changed Hourly wages under cost saving for HR Fulfiller groups. Attached screenshot as reference.
For Exam: $61.05/hour for HR Tier 2 support group and $53.63/hour for HR Tier 1 support group.
Navigate to Persona and Time Saving -> Persona Group
It is following below calculation :
53.63*2080 = 111550.4 hourly salary rate
61.05*2080 =126,984 hourly salary rate
#The following points are highlighted based on my experience working with this dashboard :
i) After activating the plugin, I encountered an issue where KPI information was not displaying and showing no data display. As a result, the following plugins were updated to the latest version.
-> UI Builder
-> Success Dashboard
ii) The product documentation references the Successful Prediction KPI; however, this KPI does not appear after activation. According to the Support team, it has been removed from the plugin in the latest update and is therefore no longer available in the current version. Additionally, Successful Prediction has been renamed to Productivity Moment in the IT Success Dashboard and is no longer available in the HR Success Dashboard.
Above information need to walk through if you work in HR Success Dash Board future.
Please mark helpful and correct answer if it's worthy for you.
