---
sourceDocument: Zurich Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/employee-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# HR Service Delivery with Ultimate Kronos Group

# HR Service Delivery with Ultimate Kronos Group {#ariaid-title1}

Release version: Zurich  
Updated July 31, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of HR Service Delivery with Ultimate Kronos Group

The HR Service Delivery with Ultimate Kronos Group application enables ServiceNow customers to enhance employee and manager self-service through conversational interactions in the Virtual Agent interface.
Employees can access their accrual leave balances, work hours, punch lists, schedules, time-off requests, and upcoming shifts directly from the Ultimate Kronos Group system within the ServiceNow Employee Center.
Managers can also view team locations, schedules, and time-off requests.
Show full answer Show less  
To use this solution, customers must first activate the HR Service Delivery Integration with Ultimate Kronos Group application from the ServiceNow Store and complete the necessary setup.

## Key Features

* **Virtual Agent Conversations:** Supports keyword-based interactions and applies Natural Language Understanding (NLU) models, enabling the Virtual Agent to accurately interpret and respond to employee queries.
* **Employee Access:** Employees can retrieve detailed information including:
  * Accrual leave balances by type or aggregate
  * Hours worked for specified periods
  * List of punches (clock-in/out times)
  * Work schedules for given periods with location details
  * Status of time-off requests within a 15-day range
  * Next upcoming shift with associated location and time
* **Manager Access:** Managers with the appropriate role can view:
  * Today's location of reportees
  * Schedule change requests such as shift swaps, covers, availability changes, open shifts, and self-schedules
  * Pending time-off requests for individual or entire teams

## Practical Benefits for ServiceNow Customers

This integration empowers employees and managers to quickly access and manage workforce-related information without leaving the ServiceNow platform. By leveraging conversational AI and direct Ultimate Kronos Group data access, organizations can improve HR service efficiency, reduce manual inquiries, and enhance user experience through self-service capabilities.

Additionally, the use of NLU models allows for more natural, flexible interactions in the Virtual Agent, making it easier for users to get the information they need through simple chat queries.

## Getting Started

* Activate the HR Service Delivery Integration with Ultimate Kronos Group application from the ServiceNow Store.
* Set up the integration following the provided configuration instructions.
* Train the NLU models to enhance conversational accuracy.

Once configured, employees and managers can immediately benefit from streamlined access to Ultimate Kronos Group data within the familiar ServiceNow Employee Center environment.  
With the HR Service Delivery with Ultimate Kronos Group application, provide
employee assistance through conversations in the Virtual Agent conversational (client)
interface. Enable employees to view their accrual leave balances, schedules, and upcoming shifts
from the Ultimate Kronos Group application in ServiceNow
Employee Center.  
Key features include:

* Build conversations that are based on keywords that an employee enters.
* Apply Natural Language Understanding (NLU) models, which enable the Virtual Agent to pick utterances for understanding, processing, and responding to what employees are saying during a conversation.
{#integration-ukg__ul_u1q_rtw_j4b}

## Application setup {#integration-ukg__section_mld_4kw_j4b}

First, you must activate the HR Service Delivery Integration with the Ultimate Kronos Group \[sn_hr_ukg\] application from the ServiceNow Store. Next, you must set up [HR Service Delivery Integration
with Ultimate Kronos Group application](https://www.servicenow.com/docs/e1OwZpRdx~d_pDDZ0PU_kg "Set up the HR Service Delivery with Ultimate Kronos Group application to start pulling information, such as accrual balances and shifts from the Ultimate Kronos Group application into a ServiceNow application.").

## Overview of HR Service Delivery with Ultimate Kronos Group {#integration-ukg__section_oq3_5mw_j4b}

After the activation and setup of HR Service Delivery Integration with Ultimate Kronos Group is complete, the HR Service Delivery with Ultimate Kronos Group responds to what employees or managers are saying during a conversation, and allows employees to view the following details from the Ultimate Kronos Group application in the Employee Center.

## Topics accessible to employees {#integration-ukg__section_qmg_yyv_spb}

As an employee, you can view your accrual balances, work hours, list of punches, schedules, time-off requests, and upcoming shifts using the Virtual Agent.

Retrieve My Accrual Balance
:   You can view the aggregate of accrual leaves balance (by type) by selecting the
    Retrieve My Accrual Balance (Template). If the [NLU model](https://www.servicenow.com/docs/0Rz1MJ~ITZaKumdu5PkUSw "Use the UKG Topics Model (Natural Language Understanding model) to recognize and process employee utterances, intentions (intents), and objects of, or contexts for, an action (entities).") is trained, you can
    ask a question in the chat (for example, show my sick leaves) and view the balance of
    a single type of leave.

Retrieve My Hours Worked
:   You can view the number of hours worked for a given period by selecting the
    Retrieve My Hours Worked (Template) and choosing a symbolic
    period.

Retrieve My List of Punches
:   You can view the list of punches by selecting the Retrieve My List of Punches (Template) and choosing a symbolic period.

Retrieve My Schedule
:   You can view the work schedule for a given period by selecting the
    Retrieve My Employee Schedule (Template) and choosing a
    symbolic period. If the [NLU
    model](https://www.servicenow.com/docs/0Rz1MJ~ITZaKumdu5PkUSw "Use the UKG Topics Model (Natural Language Understanding model) to recognize and process employee utterances, intentions (intents), and objects of, or contexts for, an action (entities).") is trained, you can ask a question in the chat (for example, my work
    schedules of the previous pay period) and view the work schedules for that symbolic
    period.

    You can also view your schedule location for three days from the current
    day.

Retrieve My Time Off Requests
:   You can view the status of the time off requests by selecting the
    Retrieve My Time off Requests (Template) and specifying an
    end date.  
    Note:  
    Ensure that the selected time-off period ranges for 15 days from the start date (current day).

Retrieve My Upcoming Shift
:   You can view the next upcoming shift by selecting the Retrieve My Upcoming Shift (Template). If the [NLU model](https://www.servicenow.com/docs/0Rz1MJ~ITZaKumdu5PkUSw "Use the UKG Topics Model (Natural Language Understanding model) to recognize and process employee utterances, intentions (intents), and objects of, or contexts for, an action (entities).") is trained, you can
    ask a question in chat (for example, show my shifts) and directly view the next
    upcoming shift.

    You can also view your location along with the shift date and
    time.

## Topics accessible to managers {#integration-ukg__section_oqz_qzv_spb}

As a manager, you can access and view the locations, schedules, and time-off requests of your team using the Virtual Agent.  
Note:  
The templates are visible only to a user with the manager role.

Reportee's Location Today
:   You can view the location of a reportee in the team (for today) by selecting the
    Reportee's Location Today (Template).

Reportee's Schedule Changes
:   You can view the schedule change requests such as shift cover, shift swap,
    availability change, open shift, and self-schedule. Follow the onscreen instructions
    for more information on the schedule changes.  
    Note:  
    You can view the change requests in offered, invalidated, or pending state.

Reportee's Time Off Requests
:   You can view the pending time off requests from your team for a specified time
    period. You can check the requests from the individual team members or the entire
    team.

## Request apps on the Store {#integration-ukg__section_lcp_lgz_ymb}

Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).{#integration-ukg__inline-send-to-store}

|-|-|
| [Configure Plan and configure your integration.](https://www.servicenow.com/docs/e1OwZpRdx~d_pDDZ0PU_kg "Set up the HR Service Delivery with Ultimate Kronos Group application to start pulling information, such as accrual balances and shifts from the Ultimate Kronos Group application into a ServiceNow application.") | [Reference Get details about components like fields, tables, and properties.](https://www.servicenow.com/docs/42z6BYxYyxKA56ZAw438Eg "Reference topics provide additional information about the HR Service Delivery with Ultimate Kronos Group, including lists and forms.") |
|   |   |
[Table 1. Get started]

{#integration-ukg__table_iwv_lpv_klb}