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.

[jacqueline4]

Does Employee Service Center require HRSM subscription?

[michaelj_sherid]

@Jacqueline HRSM is the term of the older scoped app, which does not include ESC (Employee Service Center)

[michaelj_sherid]

@Jacqueline With that said, the ESC can be a standalone, but is included with HRSD Professional, HRSD Enterprise and the Standalone Onboarding.

[Allison French]

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

[jacqueline4]

Just to be sure, I understood right: I can use Employee Service Center if I have only ITSM standard suite subscribed. Right?

[Willow]

Is it possible to have a copy of the presentation deck shared with the group?

[ethal]

Is this functionality (bundles, blocks, etc.) available in Knowledge Base version 2?

[michaelj_sherid]

@ethal Knowledge Blocks requires the Knowledge Advanced installer which is for v3 of Knowledge so Knowledge Blocks will not function on v2. It is best to be on v3 to gain the additional features available. 

[michaelj_sherid]

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

[Jit Saha]

not able to log in to the lab https://lab1133-626-024.lab.service-now.com/

using same username/pwd as to get into servicenow.com

[Tom O_Neill]

admin / lab1133-189#k20

[Sarah Lawless-G]

Can you paste the link to the step by step guide for this lab please?

[jenharmon99]

where can I find the lab related steps? 

[Mike1]

Can the content and features on ESC then be used on other portals such as SP. For exmaple we might not move all users to a new portal but might want to use some of the content

[Lena_Latham]

https://developer.servicenow.com/connect.do#!/event/knowledge2020/LAB1133

[Lena_Latham]

https://developer.servicenow.com/connect.do#!/event/knowledge2020/LAB1133

[Donald Small1]

The music doesn't stream well.  A little distractive. 🙂

[Matt Metten]

The functionality is available within any portal that you might have. The bulk of the capability is through the native UI (creating campaigns, content, audiences, etc.) and the consumption of it is through the portal. That being said they are just widget instances that are used to serve up the campaign / content experience. Once entitled, you can place those widgets on any portal page that you have. 

[stephanie_goos]

thanks for the feedback, Donald! We'll turn it down a bit 🙂 

[Matt Metten]

Too bad too...love me some Journey! 

[Michael Reade]

Hi Everyone, 

Here is a link to the Lab guide: 

https://developer.servicenow.com/connect.do#!/event/knowledge2020/LAB1133

[jenharmon99]

thanks

[jacqueline4]

Can Knowledge Blocks also be subject to approval prior to publishing them (approval-publish, approval-retire workflows in knowledge bases)?

[michaelj_sherid]

@Jacqueline Yes, Knowledge blocks can have approvals and versioning.

[Sarah Lawless-G]

Mabel Weeden is not available to select in the search of HR profiles.  Can I select anyone?

[michaelj_sherid]

@Sarah Lawless-Gunn You can select a different user that is an Employee 

[lukas-slansky]

In the Pre-lab Requirement step 4 is: "select the next day"

Should it be "13 Nov 2018" (was 12 Nov 2018), or 6 May 2020 (=tomorrow)? I don't see the impact of this change yet...

[michaelj_sherid]

@Sarah Lawless-Gunn you will just have to make sure that user is not in the Budget HMO plan. 

[Tom O_Neill]

may 6, 2020 I think

[michaelj_sherid]

Correct, just has to be a day later than what is already there.

[michaelj_sherid]

This would be November 14th 2018

[lukas-slansky]

From Michael Sheridan to Everyone: 08:56 PM
Just a note to everyone. When you are adding a day to the start date for Mabel, select one day later than her current start date. If it is November 13, 2018 you will select November 14, 2018

[Jit Saha]

anyone seeing " Benefits Enrollment 2020 - Stage 2 campaign. "  i see 2019 ones

[michaelj_sherid]

@lukáš The purpose if this step is to be sure she has the Employee Role. Out of Box workflow will make sure she has the role if her Employment Start date is in the past and she has no Employment End Date, or the Employment End Date is in the future.

[Christine Willi]

Not sure if this is the right space -- We are not using the employee/user-focused mobile app because we couldn't figure out how to separate the HR and IS knowledge bases from one another. Do you all have a resource to help us figure this out?

[Michael Reade]

Hi Jit,

You can use the 2019 ones in place of the 2020

Thanks,

Mike

[michaelj_sherid]

@Christine Williamson You can contact your ServiceNow Account Rep and he can put you in touch with the right resources to give some direction.

[Jit Saha]

@michaelj.sheridan  ?

[michaelj_sherid]

@Christine Williamson If you do not know who your rep is I can follow up with them and have them reach out to you. Just let me know.

Regards,

Mike

[Allison French]

Portions of this lab were used during Knowledge 2019 and throughout 2019/2020. Some content may reflect 2019 and some 2020 but any reflected dates are irrelevant and do not take away from the relevancy for today's lessons.

[michaelj_sherid]

@Jit Saha you can use the 2019 Campaign

[Jit Saha]

got it.   I'll use 2019 ones!

step 15 - Follow the steps 3 through 7 to update this campaign as well.   I think also lists wrong steps to update (for future ref)

[lukas-slansky]

In the part 4. Create a "To-do" is mentioned a "Link URL". However, there is none provided.

In the image is mentioned: https://youtu.be/BGH1y70zSkg

[Lena_Latham]

You may also schedule a Genius Lounge session from the Knowledge 20 Agenda builder. Sign into Knowledge.ServiceNow.com and click the Schedule menu. Scroll down and you'll see the link for Genius Lounge.

[michaelj_sherid]

That link should have the 'type' of Video.

[Allison French]

Yes, you are on the right track of using the link from the Portal Content K20 Lab File.

[stephanie_goos]

If you click the Magnifying Glass icon next to the video field, you should be able to select the Zoom Video which will populate the link. 

[Jit Saha]

In Part 1, I am not able to see how to get to the 'edit' ability  for step 3  / knowledge base. - any suggestions?

[Donald Small1]

Part 7 - Step 9 says: Navigate to Content Automation > Manage Content > Schedule Content.

Schedule Content does not show under manage content

[Tom O_Neill]

Schedule Content is under "Content Delivery"