If you are in the K19 HR Fundamentals class, please post your questions here using the COMMENT link. Classroom staff will be monitoring this conversation during class on May 5-6, 2019 and will answer to the best of their ability.
Unfortunately, we are not having HR Implementation class this year at Knowledge but here are the next several classes that are scheduled. VITL = Virtual Instructor Led.... ITL = Instructor Led
HRI - May 23 - 24, 2019 - (09:00 - 17:00 Central European Summer Time) - Gurdeep Hunjan - VITL
My name is Ondrej Prerovsky, based in Czech republic working for Deloitte Human Capital Services. I am responsible for HR Cloud team covering ServiceNow as well SuccessFactors. Looking forward to learn more details regarding HR module.
Hi Ethan. There is an eLearning in our Learning Portal for Localization, but it's more of an intro to Localization. Here's a link: Localization eLearning.
Also, there are a couple of Localization Workshops at K19 CreatorCon! Perfect timing, huh? Search your agenda for "localization." I got a sneak peek at the lab guide for CCW0689 and it was fantastic! Definitely not intro stuff. Hope that helps.
If we choose not to utilize the default Tier 1, 2, etc assignment groups, will be miss out on current of future functionality. e.g. pre-built workflows or other enhancements that specifically leverage these core assignment groups.
The short answer is yes, it is best practice to have one parent group for HR.
You are correct in that as HR Admin, using the baseline functionality, when we create a group, HR is automatically set as the Parent group, and there are specific reasons for that. It allows for roles and skills to be inherited, and it's going to give the Child group attributes that serve certain functions throughout the HR application, such as being able to access the group as an Assignment Group on an HR Case.
Baseline functionality allows HR Admin to access Manage HR Groups. Manage HR Groups is showing a filtered list of groups for the HR Admin view. If a group is created without HR as the Parent, HR Admin would not have access to edit the group and change the Parent to HR.
Pro - large groups like "Benefits" can distinguish members based on if they can handle Medical or Dental or stock benefits. The "Trainer" group - Can specify which classes which trainer can teach
Con - Nobody to few agents has a specific skill so the case load is not properly spread out to everyone in an assignment group
Hello, my name is Jessica and I work as a SNow Developer. I have 4 years of experience in development and administration for SNow. My current company is planning on moving their HR process to SNow and so I thought this would be the perfect course. I am hoping to learn some new skills and tricks to help this implementation. I look forward to learning and having fun at K19!
Hi Jessica - feel free to come and talk to Petra, Austin and myself from PPG. We just launched HRSD for our company of 47,000 employees. We are using ESS as well as case management for our HR shared services function!
Hi Raina- feel free to come and talk to Petra, Austin and myself from PPG. We just launched HRSD for our company of 47,000 employees. We are using ESS as well as case management for our HR shared services function!
Yes and Yes - Workday is our source (one and only) for our HR Profiles and we also have an integration from Workday business process transactions which auto-create cases! Come talk to us (Jamie, Petra and Austin - PPG Industries, Inc)
Instructors - is there a way to segregate HR Profile records based on an assignment groups someone is a member of? For example, if you are a HR Agent in Europe, you can only see HR Profiles of those employees who are in a European location. All of this data we have in SN, but not sure if this can be done. Your input is appreciated!
You could work with your sys admin to have Access Controls (ACLs) set up to restrict access to certain HR Profiles based on an HR Professional's group membership. Meaning, you could have a group called HR Agents - Europe. Then you could have an ACL that says only members of the HR Agents - Europe group can read HR Profiles of users in Europe.
Hi Roy. Yes. When you select them for the HR Case, the system automatically creates a shell of an HR Profile for them.
There's a caveat to this, though...the HR Profile does not have the Employment Type field, so the user is not assigned a Client Role. Remember, client roles allow the employee access to the Employee Service Center. In order to grant them that access, you would need to manually update the Employment Type field and the system would automatically grant the correct client role.
Lets say that the identity for this example exist in the user profile but it is not for an active employee, lets say it is a retiree (or even a non-employee), when this shell of an HR Profile is created, is it categorized as the type of identity on the user profile or does it take an identifier as if it is an employee?
The reason of my question is related to licensing, as license counts active employees in the HR profile table, so I wanted to see if any of this "shell HR Profiles" can impact the counting of active employee records in the table. Hope it makes sense what I am trying to ask. Gracias
Lena, other than those 2 examples in Page 93, what other examples have you seen in other customers?
We are in the process to move from Custom HR solutions that we have to OOTB 🙂 but I am still not clear on what scenarios can be coming to this IT COE table, vs implementing it into the ITSM side of the family. Gracias
Per my question in class, I was wondering if there is any way that I can get a knowledge search on the create case page so that the HR Agent knows what HR Service to choose. For example, we have almost 200 HR Services being a large global company. The agents need to know, using their knowledge base, what HR Service to choose so that they classify the case correctly and the correct fulfillment instructions are then shown. Any insight you can provide would be helpful as our agents are struggling with this currently. Right now they have another browser open with their SN knowledge base and are searching there to know what HR Service to choose, but it would be more efficient on the Create Case form itself.
Personally, I've always struggled with the HRIT COE because it feels as if it crosses over into actual IT functions. But, it has a real use case in that there are some IT kinds of things HR needs to do for their employees. For example, a password reset for SuccessFactors. Or maybe there's an issue with the information on the employee's HR Profile that needs to be corrected. That correction may happen in the HR third-party application and then be imported into ServiceNow via an integration, but that's still the kind of thing that's more HRIT instead of regular HR stuff.
Another thought, keep in mind that the HRIT COE is in the HR scope. That means only people with an HR role may access it. So, if HRIT needs to fix the issue, it's an HRIT Case. If IT has to fix it, it's an Incident.
I would assume the HR Agent should be able to search the HR KB and once they identify the appropriate article, then have a create case shortcut within the KB to then added the employee to the Content/Service
I created an HR Service on the HRIT Operations COE for PIN Change. My client has a phone system they use to vet HR calls. In order to open a verified case, you have to have a PIN. HRIT is the only department that has the ability to change/manage PINs.
For another client, I have worked with HR Services in the HRIT Operations COE relating to their other HR systems such as Taleo (used for onboarding) and their Learning Management System.
Hi training team - question for you. On the bulk case creation, if we have added fields to the OOTB case form, will these show on the download template ?
The downloadable spreadsheet templates are only used to define the population you want these bulk cases to be opened for. The system will only look at the data in the first column of the spreadsheet to find either the user name or email address in the system. You can add data to other columns, but the system will not look beyond the first column.
