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.

[Allison French]

Yes, go ahead and use the 2019 one - it will work the same.

[Wendy26]

I am on #3 of the guide, 

Update and complete HR benefits-related Campaign

I am stuck from #9, into #10. I saved after #9 since #10 wasn't visible. How should I proceed?

[gordon_wu]

Regarding Campaign Analytics (5. View Analytics Report), could you elaborate on the Total Engagement please, which is described as the ratio of views to clicks:

• How is the data gathered? Is there a separate table storing the information in a similar way to indicators on Performance Analytics?
• Do views refer to the number of times a content item is loaded?
• Do clicks refer to the number of to-do tasks that are completed?
• How about other types of content items? Is notification content tracked in this way too, in which case how does the system track views/clicks on an email? How about banner content?
• Top notifications: does the platform track which notification emails users are opening?
• Event Activity: Does this refer to content that the system triggers through the campaign, or content that users consume through the campaign?

Thank you.

[Wendy26]

On 

5. View Analytics Report

#7, I don't see the tracking profile as content automation profile. Instead I see campaigns and portal tracking.Why would that be?

[Lena_Latham]

This article on Docs should help. https://docs.servicenow.com/bundle/orlando-hr-service-delivery/page/use/dashboards/application-conte...

[Cindy18]

8. Employee Experience within the ESC _ ServiceNow Developers

#9.

I don't see the drop down list under knowledge bases.

[Jean-Pierre Per]

Can we run the guidebook up against our personal developer instances if we want to run through the exercises at a later time?

[Wendy26]

As a result, I am not able to see the total engagement bar.

[Allison French]

You can use the Campaigns and Portal tracking profile. We may need to update our Guidebook. Thanks!

[michaelj_sherid]

@Jean-Pierre Pereira The instances have imported XML files and update sets. For the most part you can run the labs through your PDI, but you will not have some necessary elements of the lab.

[Tom O_Neill]

My guess is it is your scope. Make sure your scope is "Human Resources: Service Portal"

[rochelleefernan]

is the Block feature on KM is available in Madrid ?

[Sarah Means]

Hi Cindy, this drop down is directly tied to the portal updates that were done in Lab 1 step 5 & 6. You can double check there to be sure those knowledge bases are added to the correct portal page!

[Lena_Latham]

We will also be launching this LAB as a self-paced course on Now Learning!!!

https://nowlearning.service-now.com/lxp

Be on the lookout for it in a few weeks.

[crestakirkwood]

Hi Gordon,

Regarding Total Engagement, it is a calculation of the number of pieces of Content "Clicked" (or videos viewed or downloaded, or actively interacted with) DIVIDED BY the number of "Interactive" pieces of Content that are available to the Campaign Audience members.

As a simple example, suppose you have a campaign with one banner (no links or buttons), a link, and a to-do, and one user in the campaign audience. When the campaign launches, the user will be assigned to the to-do, but the link will not have been made available until the audience member visits the portal. The engagement score will be 0%.

If the audience member closes the to-do without having viewed the link, the campaign engagement score will be 100 - (1 todo closed) / (1 piece of content available: the to-do).

Now suppose the audience member visits the portal page that has the link. The engagement score will change because the link is now available to the audience member. The score will become 50% (1 todo closed) / (2 pieces of content available: the to-do and the link)

After the user clicks the link, the engagement score will change to 100%. The banner, because it is not interactive (no link or button), will not play a part in the engagement score.

Hopefully that helps with that part.

Answers to your other questions:

• How is the data gathered? Is there a separate table storing the information in a similar way to indicators on Performance Analytics?
• Data is gathered as users view and interact with content. The data is stored in separate tables in the Content Analytics plugin. 
• If you have Performance Analytics installed, we have an associated Content Automation - Performance Analytics plugin to track Campaign Engagement performance.
• Do views refer to the number of times a content item is loaded?
• As a part of the engagement score, if a piece of content is viewed at least once, it is counted as one view. In the example above, if the campaign user visits the page that has the link 10 times, it still will count as being made available "once" 
• Do clicks refer to the number of to-do tasks that are completed?
• "Clicks" refers to interactions with content. That includes completing to-do tasks, clicking links, downloading events to your calendar, etc.
• How about other types of content items? Is notification content tracked in this way too, in which case how does the system track views/clicks on an email? How about banner content?
• All portal content that has some way to "interact" with the content will be tracked in the engagement score if tracking is turned on. That includes banners that have buttons or links
• For notifications, we track link clicks within emails. However, we do not track when users open emails in their email clients. Instead, we consider the email being sent as the email it being "viewed".
• Top notifications: does the platform track which notification emails users are opening?
• As of right now, no
• Event Activity: Does this refer to content that the system triggers through the campaign, or content that users consume through the campaign?
• The latter - the activity of users viewing and interacting with the campaign

More information can be found in our documentation:

https://docs.servicenow.com/bundle/orlando-hr-service-delivery/page/product/human-resources/concept/...

[gordon_wu]

Thanks Lena - on that docs article Total engagement is described as "the percentage of campaign targets who have visited the destination portal and have engaged with content by clicking or viewing."

If a user opens the ESC portal, and there are multiple announcements present that are triggered from campaigns, does the 'view' count increment by 1, or by 1 for each announcement present? Also does the click count only increment when the user clicks on one of the announcements? What if there is the announcement doesn't contain a clickable link?

I'm trying to understand how to interpret the total engagement percentage - if it is 1%, is that good or bad? What does it mean for it to be 100%? It seems like the best possible percentage really depends on the type of campaign content that's been defined, and when content is added/removed the target % for the business might need to change again.

[Allison French]

Yes! https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/product/knowledge-management/conc...