K20 LAB1133 - Build a Unified Employee Service Experience with Employee Service Center Session Q&A

[Lena_Latham]

This article is for questions and answers for LAB1133 - Build a Unified Employee Service Experience with Employee Service Center. This lab is being presented multiple times throughout the live K20 event May 5 - 7, 2020. During the live event, post your questions in the comments of this article, and one of our lab gurus will be happy to answer it.

[michaelj_sherid]

@Donald Small If you just type in Schedule Content in the Application Navigator, it will show that selection.

[stephanie_goos]

Make sure you are in the HR: Service Portal Scope. From the Settings/Gear icon in the top right, select developer >  show application picker in header. Select Human Resources: Service Portal. 

Back on your Service Portals > ESC page, from the top gray header bar, right click and select "Reload form". You should now see the "Edit" option

[lukas-slansky]

@michaelj.sheridan 

The step 4 (Link Content to Portal Content K20) - there is no link mentioned in the guide. I know, there can be any link, but it's a bit confusing...

[Allison French]

Thanks! We need to update the Guidebook. It should be Content Delivery > Manage Content > Schedule Content.

[Jit Saha]

not able to find it.  at this rate, I do not have any hope of finishing this, going to quit.

Thank you for setting this training up.

[stephanie_goos]

We are able to do a breakout room on Zoom if you'd like to try with some live help! let us know!

[lukas-slansky]

Thanks for the session. Nice overview of the Campaigns in HR/ESC.

[Lena_Latham]

It was our pleasure, Lukas. Once we incorporate the updates we noted in today's session, we will also be launching this LAB as a self-paced course in Now Learning. Be on the lookout for it in a few weeks.

[lukas-slansky]

Sounds terrific! I'll recommend this to my colleagues eventually.

[Jon Epstein]

What licensing is required to use this product? For example, we have only "legacy" ITSM.....is it included?

Is this a function of the HR module?

[Tom O_Neill]

You can use the ESC with ITSM, but would be a separate subscription.

[Allison French]

You may also find the Packages portion of this page helpful: https://www.servicenow.com/products/hr-service-delivery.html

[vanlouvre]

Is ESC targeted for customer that doesn't have a unified portal yet and does it require HRSD?

I assume ESC is built on Service Portal. If we have an existing unified SP already, can we use features, widgets, components in ESC into our existing SP? Like Campaigns, Employee Forums, etc.

[michaelj_sherid]

@vanlouvre The ESC can be a standalone product. It does not require HRSD.

[Matt Metten]

And to add on, yes, you can use the widgets that come with ESC in your existing portal to take advantage of the functionality you get with Campaigns and Forums. 

[michaelj_sherid]

@vanlouvre With that said, the Widgets that ship with the ESC require the ESC entitlement so those widgets cannot be used on the standard portal without that entitlement.

The ESC is intended to be that unified portal, but can accommodate the use case of just facilitating ITSM or HR. We encourage customers to use it as the Unified portal.

[vanlouvre]

Good to know. Thanks!

[vanlouvre]

Noted, will need to look into that ESC entitlement (or maybe clone them). As we do currently have a Service Portal that unifies different catalogs / business areas like IT, HR, Legal, Finance, etc. the other features in ESC is worth looking into and maybe I can add those in our SP; specifically Campaigns and Forums, but there may be other features as well.

[vanlouvre]

We might as well assess - whether there are compelling reasons and benefits to use and brand ESC versus keeping our own unified portal in SP.

[Kim B1]

Any idea why I don't have add blocks available?

[Allison French]

One of the steps in the lab (Lesson 2/Step 13) is to create a block. Which step are you on? 

[Kim B1]

Create blocks but I don't have a create blocks button is my point. I just skipped it & moved on. I've created blocks before.

[Allison French]

I initially mis-read your comment. What scope were you in? And you are in the Human Resources General Knowledge KB?

[ScottBrown]

I'm in lab lab1133-978-047.  I can't find scheduled job listed in step 18 "Content Automation: Add Users to Campaign"

[Allison French]

We are going to add you to a breakout room in Zoom so one of our gurus can take a look. Stay tuned!

[michaelj_sherid]

@ScottBrown You can use the job Content Automation: Update Campaign Audience

[Liz4]

The HR general KB doesn't list for the impersonated Mabel user. When I run a user criteria diagnostic, says she doesn't have access so exercise 8, step 9 won't work. Therefore I can't check the work for the knowledge blocks. Any advice on making step 9-15 work for this user persona?

[michaelj_sherid]

@Liz Did you update her Employment start date in the HR Profile?

[michaelj_sherid]

@Liz we saw in isolated incidents where her role was not applied (hrsm_employee) so updating her Employment Start date caused the system to re-apply her role.

[michaelj_sherid]

@Liz let us know if this worked for you.

[ScottBrown]

https://community.servicenow.com/community?id=community_article&sys_id=cafe5602dbc8d05cf7fca851ca96194d&view_source=featuredList

Additional community link suggested by "Allison"

[Allison French]

That's me! Thanks for posting.

[Liz4]

That worked perfectly. I updated her hire date, and it reassigned the right roles. Thank you!

[Vanitha]

Can the knowledge Blocks hold links to other pages (or external sites) for more information?

[Allison French]

Yes, you can insert links into a Knowledge Block. In essence, Knowledge Blocks are like "mini" articles and you have many of the same capabilities.

[michaelj_sherid]

@Vanitha Yes, the Knowledge block can contain links.

[Marcel Clemens]

Yes, you have this cool Editor to add anything: HTML, Tables, etc.

[jawwadhaq]

Is there any option to integrate MS Yammer with Employee Forums ?

[Jean-Pierre Per]

If I have HRSD do I need a separate license for Campaigns, or is it just a plug-in install?

[Vanitha]

This is awesome. Thank you so much!!

[Patrick Law]

There is nothing that is delivered out-of-the-box to integrate the two at this current time

[Allison French]

Campaigns are a feature of our Employee Service Center, and can be activated with the Content Automation plugin [com.sn_content_automation].

[Marcel Clemens]

[Nicole Solarz1]

When I click on "Content Automation: Add Users to Campaigns" I do not have the Execute Now button. 

[Tom O_Neill]

Make sure you are looking under "System Definition", not "System Scheduler"

[Nicole Solarz1]

Gah...thank you!

[Allison French]

Also, do you see a Configure Job Definition related link? Try clicking into that to find Execute Now.

[jawwadhaq]

"Add Blocks" button not showing, I see it for a sec after refresh and after that it disappears

[michaelj_sherid]

@jawwadhaq Are you in the Human Resources General Knowledge base?

[Nicole Solarz1]

I'm only seeing the Benefits Enrollment 2019 - Stage 1 (all my campaigns say 2019), should I select that one?