K18 HR Fundamentals Class Q&A

[Lena_Latham]

Use this article to post questions during the K18 HR Fundamentals class.

This article will be monitored throughout the two days of pre-conference and questions will be answered as timely as possible.

After pre-conference, please post your questions to the HR Service Delivery Community forum. HINT: it would be a good idea to follow the HR Service Delivery Community forum, too. For help on following, click here.

Thank you,

K18 HR Fundamentals Pre-Conference Staff

[Aaron W_ Smith]

Good morning and welcome to HR Fundamentals
Pre-conference training at K18!

 Please post your questions here by clicking on the on Comment link above.  Don't forget to check back often to see what others are posting!

[kevinray]

Looking forward to this class! I want to know EVERYTHING! 🙂

[Lena_Latham]

Good to have you in class, Kevin. I don't know "everything", but I do know the number 42. 🙂

[shalini44]

Great to be here! Are we going to talk about HR scoped app?

[Aaron W_ Smith]

Technically everything is in the context of the scoped app in Kingston.  it will be briefly mentioned this morning and then discussed more in Module 6 tomorrow afternoon.  If you have a specific question, feel free to post it here.

[shalini44]

We are a global company, can we have the portal displayed and searchable in the language specific to the language of the employee who is logging in?

[Aaron W_ Smith]

In a word, yes.  But you will have lots of decisions to make as you take that journey. For example you can 1. work to translate everything where it resides in the platform OR 2. create different versions of content in multiple languages and then use rules to identify and serve up the right content to the employee.

Localization in ServiceNow is not specific to applications like HR.  There are multiple options for dealing with translation at different levels and parts.  You can read more here: https://docs.servicenow.com/bundle/kingston-platform-administration/page/administer/localization/concept/c_SystemLocalization.html

[Lena_Latham]

YES! This course details the Kingston version of the scoped HR application. It includes Case & Knowledge Management, Lifecycle Events, the Employee Service Center (HR Service Portal), Performance Analytics, and more!

[brandi_head]

Can we configure the portal to exclude a customer view of certain types of Cases, such as Drug Testing?  Additionally, does the Case worker have the ability to exclude individual Cases from a customer view in the portal?

[dabi]

Is there an out-of-box HR Staff portal view, or do they have to use the backend platform?

How is the HR Admin role treated? Is it like the security_admin role where only elevated users can assign it?

[brandi_head]

For simple services that do not have a workflow, is it possible to have a Case without a Task?  

[Aaron W_ Smith]

Yes.  We will get exposure to HR Criteria (and User Criteria) which can be used to restrict visibility to Catalog Items and Knowledge based on if an employee meets or fails to meet the definition of the Criteria associated to that item.  Learn more here: https://docs.servicenow.com/bundle/kingston-hr-service-delivery/page/product/human-resources/task/t_HRCriteria.html

To your second question - Sort of... an HR Worker can't flip a switch to change the visibility of a Case, but when a Case is created, you have multiple individuals that are named on the Case form.  Consider the difference between "Opened for" and "Subject Person" - the two default to the same person but they can be different.  

The example would be I am opening a disciplinary Case as a Manager - I would be the "Opened for" but the employee being disciplined would be in the "Subject Person" field.  As "Opened for" I will be able to see and comment on the Case but the "Subject Person" will not if the "Show Case to Subject Person" is unchecked.  

Learn more on page 79 in your book or here: https://docs.servicenow.com/bundle/kingston-hr-service-delivery/page/product/human-resources/task/search-hr-case.html

[brandi_head]

Where can I go to learn more about the Success Factors integrations?  We use the learning management product, and the submission of forms within that product drive processes for our training team.  Our current integration involves an initial Case creation via a spreadsheet sent through email 🙂

[Aaron W_ Smith]

In the Baseline platform you only have one Portal for HR.  Although you can create a second Portal for HR only use, the better practice is to use HR Criteria (User Criteria) to hide certain content from non-HR eyes.  Learn more here: https://docs.servicenow.com/bundle/kingston-hr-service-delivery/page/product/human-resources/task/t_HRCriteria.html

HR Admin role is closer to a specialized Admin (xxxx_admin) role.  It has all the access needed to configure within HR scoped application but cannot do anything outside of that space including editing table and other structures. We will discuss this separation and how to manage it in Module 6.

[Aaron W_ Smith]

Absolutely - Regardless of workflow, you always have the option of working directly out of the Case form (it is an extension of Task). We will get more exposure to working Cases in Module 3.

[Sheila1]

Is there a pre-built integration with UltiPro yet or coming in the future version?

[Aaron W_ Smith]

I found two useful sources at the links below - Community is always a great go-to place to learn and explore more!

https://community.servicenow.com/community?id=community_blog&sys_id=2cf37273db2d5b40852c7a9e0f961920&view_source=searchResult

https://www.servicenow.com/content/dam/servicenow/documents/solutions-brief/sb-servicenow-and-sap-success-factors-integration.pdf

[Aaron W_ Smith]

I'm sorry, I found no specific references in current materials or the community referencing UltiPro.  My suggestion is during the week, seek out the HR product owner contact in the ServiceNow section of the Expo.  That will be available to you Tuesday - Thursday.  

They may be able to give you a preview of future planned integrations or if not, they are the right contacts to share your use case and convince them it is worth building that integration!

[Vince15]

In notifications, what language is leveraged? 

Assume you have an employee (on the To: line) who has selected French as the language, yet their manager (whom is on the cc: line) has selected English.  Do they get the notification in their respective language (assuming you have configured additional languages)?

[Aaron W_ Smith]

Vince, That is a great question... I will need to do some digging to see if I can get an answer for you.  Please check back later.

[Aaron W_ Smith]

From what I have been able to find, the use case of controlling sending notifications in the user's selected language is best managed by using filter condition on the event that will trigger the notification.  Although I did not find any references to your specific use case, I don't see why the same approach can be used to solve for users in CC line as well.

See these links as examples for some of the related community discussions:

https://community.servicenow.com/community?id=community_question&sys_id=0ce7472ddb1cdbc01dcaf3231f961918

https://community.servicenow.com/community?id=community_question&sys_id=2d81136ddbdcdbc01dcaf3231f961904&view_source=searchResult

[shalini44]

Client Role Assignment Roles - is  something part of HR Scoped App. We don't have this in our company instance and we are in Kingston

[Sheila1]

Can we export / report off of the security roles and who has access to what? What level of detail can we export? 

[Aaron W_ Smith]

Yes, that is correct.  You will only be able to see/access/change this component if you have the HR Admin role.  We will learn more in Module 6 about how System Admin [admin role] can manage this temporarily during implementation but then how this access needs to be removed to protect sensitive data.

[User166992]

With respect to Client roles, how the license subscription works? If we assign roles like new_hires to all new hires users, will this be considered as licensed users or not?

[Aaron W_ Smith]

I like to say "everything in ServiceNow is records in a table" and assuming you have the right permissions to the table, you can build and run reports against any table.  As a short cut, there are some existing views available from modules:

If you have the Lifecycle Events plugin active as HR Admin you can use Lifecycle Events > Administration > Manage Roles module.

As system administrator you will have access to User Administration > User Roles and User Administration > Group Roles

[Aaron W_ Smith]

Let me get the standard disclaimer out of the way... "Every ServiceNow customer's license agreement is different and we cannot comment on specifics.  Please talk to your Sales Representative for specifics."

That said, in the official documentation it states the Client Roles are tracked [like other roles] for licensing purposes. Learn more here: https://docs.servicenow.com/bundle/kingston-hr-service-delivery/page/product/human-resources/concept/c_ClientRoles.html

[shalini44]

How can we send a quick message from HR scoped case, I did not see that during demo. 

[hollysnyder]

Hi skapoor, Quick Messages are used to auto-populate emails that can be generated from a case record. Once you have created Email Client Canned Messages in the Quick Messages module, you can access them by clicking the More Options icon on a case and then select Email. In the Compose Email window, you will see the Quick Messages dropdown. Select the desired Quick Message, and the content will be populated into the email. You have the ability to edit the content before sending.

[Aaron W_ Smith]

By message I assume you mean sending an email.  From the Case form, on the top right you can click the ellipsis (three dots ...) and select Email under that menu.   

If you mean something other than email... add a comment to this thread to let me know.

[hollysnyder]

Hi Vince, At a company I worked for, we actually did exactly what you're asking about. We had translated versions of the notification, and using filter conditions, the system would look at the user's system language and send the appropriate translated version to the user, regardless of whether they were in the To or CC field.

[User166992]

Hello skapoor, 

Are you looking for template snippets? You can refer below document -

https://docs.servicenow.com/bundle/kingston-hr-service-delivery/page/product/human-resources/task/templated-snippets.html

Best Regards,

Jaikumar

[shalini44]

yes...does that need to be activated?

[shalini44]

This is in HR Scoped App, I believe. We are still in non Scoped HRSD

[Aaron W_ Smith]

This is something which can be activated on any table that is a child of Task.  However I believe it should be activated in the Baseline for HR Case and therefore all the COE tables.

[Aaron W_ Smith]

Yes, Templated Snippets was introduced in Kingston which is scoped.

[brandi_head]

In this class, will we cover how to create additional COEs?

[Aaron W_ Smith]

We will not in this class.  However if you are familiar with the process of creating an extended table in ServiceNow, it is exactly the same.  You just need to be in the correct HR Scope and to be a System Admin or Delegated Developer in the HR Scope - which we will discuss in Module 6. 

Learn more about extending tables here: https://docs.servicenow.com/bundle/kingston-platform-administration/page/administer/table-administration/concept/table-extension-and-classes.html

[robertejohnson]

How can this be used in a Govt environment?

We currently are using a Portal (Oracle WebLogic) to house a one-stop shop for Managers/HR Specialist to access, which allows them to view necessary information on employee's that they have access to (Employee/General/Personnel Actions/etc.).  We have a home grown Helpdesk system that will be replaced by Case management, using pre-defined categories.  However, the bulk function of Portal is to display information, since most of the request is being done in unique system.

From what I'm seeing so far, this is geared mostly for commercial business, who have control over what is being done on their employee's, which we don't have control of.  Example, our on-boarding is done by OPM, which we don't have access to there system.  Request for actions on all employee's are done through DCPDS, which we do nightly downloads from. Payroll is one by DFAS, which we only have a feed from, and Retirements are done by ABC-C.  Each of these systems handle those unique features, and you have to use those systems for those unique functions. 

Just trying to get a handle on how our implementation should be defined.

[User166992]

Can we use Document template for other IT Modules like Incident or Problem?

[Aaron W_ Smith]

Unfortunately not in Kingston or earlier versions.  Fingers crossed in London or beyond we might see features like this making it beyond HR scope.  You can always participate in making that happen by providing product feedback and enhancement requests via HI system or through the Community site.

[Sheila1]

Hello, I am struggling with what is functionality that I can complete in a case vs what needs to be moved to a lifecycle event or even App Builder instead. So an example I have...Severance Process - we need a form that has extensive fields with some calculations needed, then that form is routed to leadership for approval then routed to legal for drafting a PDF legal agreement template that then needs to get signed by employee and leadership and then the form data gets routed to an HR Specialist to key the information in our HCM. From what I understand I can probably get most of this accomplished in a case but trying to understand the true limitations of Case vs Lifecycle vs Custom App. Thanks for your insight! 🙂

[Sheila1]

For the onboarding example, are you aware of an integration that is built for iCIMS (recruiting system) into the lifecycle events module?

[Aaron W_ Smith]

Excellent question!  Think of Service/Case/Task and Lifecycle event as tools in your toolbox. There are may ways you can solve the use case you described using these tools.  There is no one "right way" to do it.
At a minimum you must define the HR Service within a COE. That will result in the ability to create a case. All the work you describe could happen there but it would probably be confusing to keep passing the one case between the different groups.
Therefore you could use the HR Template to pre define tasks OR have HR Workers create Tasks as needed to assign out work for the various steps. This would allow for parallel efforts to happen where possible and create a good "paper trail" of who is doing work and what the status is of that task.
If all the different steps you described above can at times be triggered/requested separately, instead of tasks you will want to create an HR Service for each one. If they are Services, you can still trigger them from Templates or Create Task (HR Task Type = HR Service).
But if you have all of these Services that are strung together in a consistent/repeatable way, that is were Lifecycle Events allow you to package up these Services in Action sets which are triggered by dates, other actions or the completion of prior Tasks, Services, or Cases.  Let me know if you need further clarity.

[Aaron W_ Smith]

There is no plugin provided but you can accomplish integration leveraging standard platform capabilities.  See this thread for more: https://community.servicenow.com/community?id=community_question&sys_id=580c4725db9cdbc01dcaf3231f9619be&view_source=searchResult

[Aaron W_ Smith]

Known error article that impacts Lab 4.2 - https://hi.service-now.com/kb_view.do?sysparm_article=KB0551545 

[Sheila1]

This helps...however I am still a bit confused...its probably because I can’t visualize it completely yet. 🙂 But I do get the idea! Thank you!

[shalini44]

Where is the E-learning library that one of the lab assistants just mentioned?

[Lena_Latham]

If you need ideas for KPIs, check out the KPI Library!!!! There are 320 KPIs for HR!

[Aaron W_ Smith]

https://www.servicenow.com/services/training-and-certification/learning-library.html