Australia Employee Service Management

• Employee Service Management – ServiceNow Employee Service Management transforms how employees interact with the organization by delivering a unified, personalized, and proactive service experience across HR, Growth Experiences, Hiring Experiences, and other departments. It enables organizations deliver seamless, cross-departmental services through a single digital experience. Whether employees are onboarding, requesting workplace resources, updating personal data, or exploring internal opportunities, ESM orchestrates these interactions through end-to-end workflows.

• HR Service Delivery – HR Service Delivery is a suite of applications that drive employee productivity from hire to retire by connecting the systems and experiences across HR and the enterprise.

  • Supporting information for HR Service Delivery – The ServiceNow HR Service Delivery application improves the employee service experience by automating HR interactions and providing a single platform for all HR services.

  • AI-Native HRSD Implementation – The HR Service Delivery Implementation agent shortens the path from install to a working HR Service Delivery deployment using an AI-first, centralized, and intuitive admin experience.

  • Install HRSD – Install the HR Service Delivery Implementation agent and HR Service Delivery applications via the centralized and intuitive admin configuration experience.

  • Configuration console – Configure your HR Service Delivery workflows using an AI-first, centralized, and intuitive admin experience.

  • ServiceNow Otto for HR Service Delivery (HRSD) – Use the ServiceNow ServiceNow Otto for HR Service Delivery (HRSD) application to summarize the case information, generate resolution notes, and summarize the chat information for an interaction. You can enable your agents to understand the chat and case context so that they can propose quicker resolutions to your requesters.

  • Explore – With the ServiceNow Otto for HR Service Delivery (HRSD) application, your agents can summarize the customer chat conversations and case details to get the context of the case, generate the case resolution notes, and wrap up cases faster.

    • Supporting information – Get a quick overview of the important information that is related to the ServiceNow Otto for HR Service Delivery (HRSD) application.

  • Configure – If you have the admin role, you can configure the ServiceNow Otto for HR Service Delivery (HRSD) application so that your agents can use the generative AI capabilities in Agent Workspace for HR Case Management and Core UI.

    • Skill inputs and triggers – Get a quick overview of the skill inputs and triggers for ServiceNow Otto for HR Service Delivery (HRSD). By configuring the inputs or triggers for a skill, you can determine how and when a skill is used.

    • RCA approvals – After you install ServiceNow Otto for HR Service Delivery (HRSD), you might encounter Restricted Caller Access (RCA) approval messages requesting for an update in the access request.

    • Restrict capabilities for ER cases – Restrict the ServiceNow Otto capabilities for your employee relations cases and define the availability.

    • Customize skills – Customize a generative AI skill so you can experiment with skill settings and configure the skill to fit your business needs.

    • Configure attachment summary – Customize the case summarization skill in ServiceNow Otto for HRSD to include summaries of case attachments.

    • Configure resolution notes – Configure the resolution notes generation skill to create concise summaries of case resolutions and enable agents to use the ServiceNow Otto context menu to elaborate or shorten the notes.

    • Extend table support – Extend table support for the resolution notes generation skill to include additional data sources.

    • Configure sensitivity detection – Configure sensitivity detection in the ServiceNow Otto for HR Service Delivery (HRSD) application.

    • Configure Gen AI Virtual Agent – Enable your requesters to have a streamlined, conversational experience that is based on generative AI as they submit a catalog item request in Virtual Agent. By offering this generative AI experience, your organization can increase self-service and reduce operating costs.

    • Configure Virtual Agent topics – Complete the configuration steps to enable your employees place requests to the Human Capital Management (HCM) system using the ServiceNow Otto for HRSD Virtual Agent topics in Employee Center.

    • Configure HCM AI agents – Enable your employees to place requests to the Human Capital Management (HCM) system using the ServiceNow Otto for HR Service Delivery (HRSD) agent collection.

    • Configure HR AI voice agents – Enable employees to complete tasks, resolve issues, and access information through a conversational experience.

    • Configure ServiceNow Otto for HRSD – Galileo Inside – Enable users to access functionality and benefits of the ServiceNow Otto for HRSD – Galileo Inside [sn_hr_na_galileo] plugin by completing a short installation and configuration process.

    • Configure Activity Response Generation for HR Case – Set up the activity response generation skill in the AI Admin Hub console to enable automated responses in comments and work notes of an HR case.

    • Configuring the Now Assist Context Menu for HR Service Delivery – Customize a Now Assist skill so that agents can use the generative AI skills in HR Agent Workspace and Core UI.

  • Use agentic workflows – Use the HR Service Delivery AI agent collection to complete tasks autonomously.

    • Help resolve tuition requests – The Help resolve tuition requests agentic workflow evaluates employee-submitted course information against company tuition policies found in knowledge articles to help employees understand whether their proposed course meets reimbursement requirements and directs them through the pre-approval flow.

    • Help resolve tuition reimbursement requests – The Help resolve tuition reimbursement requests agentic workflow streamlines the reimbursement process by evaluating employee course reimbursement submissions against company policies and returning a decision of approval, denial, or request for additional information.

    • Predict service and transfer HR cases – Analyze an HR case and automatically route it to the most appropriate HR service with the predict service and transfer HR cases agentic workflow. Optimize HR Case Management, ensuring that cases are handled by the most appropriate teams.

    • Resolve noncritical HR cases – Use the Resolve noncritical HR cases agentic workflow to assess the criticality of HR cases and automatically respond to noncritical inquiries without human intervention. Human agents must intervene when requests are marked critical.

    • Resolve critical HR case – Resolve critical HR requests efficiently with the Resolve critical HR case agentic workflow. This workflow generates a tailored fulfillment plan for an HR case using fulfillment instructions, KB articles, or resolution notes of similar past cases. It helps accelerate the resolution process by providing planning support to HR agents.

    • Generate case fulfillment plan – Auto-generate a fulfillment/execution plan for a case. Accelerate the resolution process by providing planning support to HR agents.

    • Schedule interviews – Use the schedule interviews agentic workflow to collect necessary inputs from recruiters or recruitment coordinators and schedule interviews seamlessly from the ServiceNow Otto panel.

    • Create job requisition using AI – Use an AI agent to help hiring managers to create requisitions more efficiently and accurately on the first attempt by providing the necessary guidance through the agentic workflow.

    • HR AI voice agents – Employees use HR Voice AI agents to perform HR-related tasks such as creating new cases, checking case status, and requesting time off, through real-time voice interactions.

    • Navigation Assistant AI voice agent – The Navigation Assistant AI voice agent provides employees with verbal, step-by-step guidance for HR self-service tasks.

    • HCM AI agents – Place requests to the Human Capital Management (HCM) system using the HR Service Delivery AI agent collection.

  • Use generative AI skills – If you have a sn_hr_core.case_writer role, you can summarize a case, generate resolution notes, summarize the chat interactions with a requester, and propose resolutions more quickly with the ServiceNow Otto for HR Service Delivery (HRSD) application.

    • Summarize a Virtual Agent interaction – Summarize a Virtual Agent chat history in the ServiceNow Otto for HR Service Delivery (HRSD) application. You can also summarize an interaction when the chat ends. The summary includes all points of the handoff, including the Virtual Agent conversation.

    • Summarize a Sidebar discussion – Generate a summary of the Sidebar discussions between agents, requesters, and subject matter experts by using the chat summarization skill in the ServiceNow Otto for HR Service Delivery (HRSD) application.

    • Generate a chat response – Generate a reply based on the context of the chat conversation using ServiceNow Otto icon. Chat reply recommendations can help provide agents with quick replies to common questions.

    • Generate a knowledge article – Create drafts of knowledge articles that are based on the case descriptions with ServiceNow Otto for HR Service Delivery (HRSD). Generating article content with generative AI enables you to write efficiently as you address user concerns.

    • Generate a knowledge article from multiple cases – Create drafts of knowledge articles from multiple cases with the ServiceNow Otto for HR Service Delivery (HRSD) application. Use generative AI to gather and create the content from multiple cases so that you can reduce the amount of time that you would have spent manually to get the same information.

    • Generate an email response – Generate an email reply that is based on the case and email context by using the ServiceNow Otto icon. With email reply recommendations, agents can create quick emails or responses, helping minimize errors and ramp up productivity.

    • Summarize an HR case – Quickly understand the case context and respond to inquiries by using the case summarization skill.

    • Summarize an ER case interview – Use the ER interview summarization skill to obtain a comprehensive overview of the ER interview, which includes key details such as quick recap, key assertions and responses.

    • Summarize an ER case – Use the ER case summarization skill to obtain a comprehensive overview of the ER case, which includes key details such as allegations, evidences, and interviews.

    • Generate case resolution notes – Generate the resolution notes for a case using the resolution notes generation skill. You can improve the quality of the resolution notes by providing a summary of the issue and the steps that were taken to resolve the case.

    • View employee summary reports – View the Employee Summary Virtual Agent topic in Employee Center to access employee contribution summaries, view consolidated profiles, and track employee progress.

    • Summarize actions while transferring an HR case – Transfer an HR case to another agent or assignment group by summarizing the actions until hand off. For example, an agent can transfer the case to another agent if the case is incorrectly assigned or needs troubleshooting by another agent or assignment group.

    • Use Knowledge Graph – Create a personalized knowledge model as a Knowledge Graph schema.

    • Use Galileo Inside – Query the Galileo library to generate a response based on articles and research from The Josh Bersin Company.

    • Use the ServiceNow Otto panel – Generate chat and case summaries and resolution notes by using the ServiceNow Otto panel in Agent Workspace for HR Case Management or Core UI.

    • Submit an HR request – Place an HR request using the conversational and streamlined experience offered by Gen AI Virtual Agent.

    • Integrating with ESM Framework – Enable employees to complete actions in third-party Human Capital Management (HCM) systems with ServiceNow Otto Virtual Agent topics in Employee Center.

    • Virtual Agent topics – Use the ServiceNow Otto Virtual Agent topics in Employee Center to place requests to the configured HCM system, for example, view details of your time-off balance.

    • Generate activity responses for HR cases – Use AI-powered activity response generation to instantly create, review, and refine work notes and comments in HR cases.

    • Analyze sentiments – HR agents can prioritize cases based on case sentiment.

    • Generate activity responses for HR cases – Use AI-powered activity response generation to instantly create, review, and refine work notes and comments in HR cases.

  • HRSD MCP Server – The HRSD MCP Server allows HR agents and employees to securely access Case and Knowledge Management features through AI applications like Claude.

    • Configure – Activate the HRSD MCP Server to enable AI-driven case management and employee experience on your ServiceNow instance.

    • MCP Server Tools reference – Reference for the tools available in the HRSD MCP Server.

  • Reference – Reference topics provide additional information about user roles, tables, and default configurations in ServiceNow Otto for HR Service Delivery (HRSD).

    • Sensitivity detection filters mapping – The sys_gen_ai_filter table includes eight out-of-the-box filters that determines which topics are regarded as sensitive. Each filter is mapped to an HR service that is used to create a case and a chat queue.

    • Components installed with ServiceNow Otto for HRSD – Galileo Inside – Information about the roles and scheduled jobs that are installed.

    • Components installed with voice – Information about the roles, tables, and scheduled jobs that are installed with Voice Agents.

  • Hiring Experiences – Hiring Experiences is a suite of applications that is designed to streamline and enhance the entire hiring journey for hiring managers, recruiters, interviewers, and applicants.

  • Explore – Hiring Experiences provides a multi-department, employee, and applicant experience portal to attract and retain top talent. Build your brand, increase user satisfaction, and enhance productivity across the enterprise.

  • Configure – Install and configure the Hiring Experiences suite for optimal usage according to your organizational requirement.

    • Plan your installation – Identify the requirements and plan your installation of the Hiring Experiences suite.

    • Dependencies of Hiring Experiences – Identify the requirements and plan your installation of the Hiring Experiences suite.

    • Install Hiring Connector – You can install the Hiring Connector application (sn_ta_connector) to integrate with third party applications if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

    • Modify purge policies to clean up data – Modify the default data purge policies to clean up data according to your organizational requirement.

    • Rules to archive data – Create rules to archive and delete data according to your organizational policy.

    • Cascade rules for cleaning data – Cascade rules determine a thorough cleanup of the outdated data and its related counterparts at source from the system.

  • Integrate – Integration enables expansion of features and capabilities among the applications.

    • ATS integration – Integrate your Hiring Experiences environment with your preferred ATS to create a seamless hiring workflow.

    • Send job requisitions to the ATS – Send the job requisitions to your integrated ATS to get posted on the job boards.

      • Create integration flow – Create the integration flow with your preferred ATS to send job requisition data to the ATS.

    • Upload job requisitions using import sets – Bring all your historic job requisition data from your ATS to your ServiceNow instance with the import sets.

    • Import application data – Import the application and applicant details from your integrated ATS into the system for processing.

      • Create integration flow – Create the integration flow with your preferred ATS to pull in data.

    • Upload job applications – Upload job application data from your ATS to your ServiceNow instance at regular intervals using import sets.

    • Configure Outlook integration – Set up Microsoft Outlook to integrate meeting invites from Hiring Experiences with your Outlook account.

    • Configure Zoom integration – Configure Zoom to seamlessly integrate meeting invites originating from Hiring Experiences with your Zoom account.

    • Configure Virtual Agent notifications in Microsoft Teams – Configure the Virtual Agent notifications to provide prompt updates for the hiring managers and recruiters in Microsoft Teams.

  • Reference – Learn about the requisition state management, application state management, and other details, which are important to navigate within the Hiring Experiences suite.

    • Roles in Hiring Experiences – An overview of the different roles and user criteria in Hiring Experiences.

    • Hiring Core components – Several types of components are installed with activation of the Hiring Core plugin, including tables, user roles, and scheduled jobs.

    • Hiring Connector components – The following are the components installed with the activation of the Hiring Connector plugin.

    • Load data form – Use the import sets to dump data to your local instance from a third-party integration.

    • Properties installed with Hiring Core – The system properties installed with the Hiring Core plugin are required to configure different functionalities within the Hiring Experiences environment.

    • Notifications in Hiring Experiences – Notifications in Hiring Experiences help the hiring manager, the recruiter, and the applicant keep abreast of any significant development in the hiring process.

    • Virtual Agent notifications – Virtual Agent notifications help the hiring manager and the recruiter remain updated about the recent changes in their requisitions and corresponding applications keeping the communication channel smooth.

  • Hiring tab – The Hiring tab is a centralized hub for hiring managers, designed to facilitate efficient stakeholder collaboration and drive a streamlined and effective hiring process.

    • Explore – Learn more about the Hiring application and review the benefits it can provide to the hiring managers in your organization.

    • Hiring – Increase your productivity with a portal that provides clarity in the hiring process and an effortless collaboration with the recruiters. Save the time required to hire with an intuitive hiring flow.

    • Configure – Install and configure Hiring to use it in the hiring process.

    • Install Hiring – You can install the Hiring tab application (sn_ta_hiring_mgr) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

    • Configure Hiring – Set up the Hiring tab in the Manager Hub to empower the hiring managers to make quality hires. Create a seamless process and easy communication with the recruiter.

    • Set up field data – Add an entry to the reference tables to provide the field values in the job requisition request form.

    • Customize fields – Customize the fields you want to include in the job requisition request form, according to your organizational requirement.

    • Use – Use the Hiring tab, as a hiring manager, to leverage greater collaboration with stakeholders and a streamlined hiring process.

    • Hiring tab – The hiring tab works as the source of truth for the hiring manager.

    • Create job requisition – Request for a job requisition for a vacancy you want to fill in your organization.

    • Track job requisition – Hiring manager can view the detailed status of an open job requisition to track and update. Hiring managers can refer to relevant hiring materials to enhance their knowledge base.

    • Track application record – Track an application on a job requisition and view its corresponding details as a hiring manager.

    • Collaborate with the recruiter – Collaborate with the recruiter for the job requisition on the activity stream.

    • View hiring content – See different hiring materials available in the Hiring tab.

  • Recruitment Workspace – The Recruitment workspace centralizes job requisition tracking, boosts hiring efficiency, enhances applicant engagement, and enables recruiters to take smarter decisions with talent insights.

    • Explore – Learn more about Recruitment workspace and review the benefits it can provide to the recruiters in your organization.

    • Recruitment workspace – Increase productivity with a flexible workspace that facilitates effective communications among the hiring manager, the hiring team, and the applicants.

    • List view in Recruitment workspace – The List view in the Recruitment workspace displays all assigned job requisitions, interviews, tasks, and their key details.

    • Configure – Set up the Recruitment workspace to provide recruiters with an integrated workspace and a collaborative communication channel.

    • Install Recruitment workspace – You can install the Recruitment workspace application (sn_ta_recruiter) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

    • Activate performance analytics job – Activate the performance analytics (PA) jobs to create an uninterrupted flow of job requisition updates by their states in the Recruitment workspace.

    • Create assignment groups – Create assignment groups to allocate job requisitions efficiently among the recruiters.

    • Configure duplicate fields – Configure which fields are duplicated when a recruiter duplicates a job requisitions.

    • Enable email view for recruiters – Add the recruiter role to a system property. The recruiter can view the details of the email in the activity stream of the Recruitment workspace.

    • Configure hiring task types – Configure different types of hiring tasks in the Recruitment workspace for efficient task management.

    • Map task types – Map tasks with its corresponding task types in the Universal Task to select and assign in the Recruitment workspace.

    • Create job description templates – Create job description templates to make the new requisition requesting process more streamlined.

    • Configure approval workflows – Customize an approval workflow according to your organizational requirements.

    • Customize state workflow – Add new job requisition states or customize the job requisition state management workflow according to your organizational needs.

    • Configure application state – Add new job application states according to your organizational needs.

    • Modify the re-approval trigger – Modify which fields can trigger an approval request if it is updated.

    • Use – Use the Recruitment workspace to streamline your hiring tasks as a recruiter.

    • Get overview of workload – Recruiters can use the Recruitment workspace overview section to have enhanced visibility into their workload that prospects to effective prioritization of work.

    • Create job requisitions – Request for a job requisition for a vacancy you want to fill in your organization.

    • Add job description – Add a job description to a requisition, using job description templates.

    • Approve job requisition – Approve a job requisition from My tasks in the Employee Center.

      • Approval request view on email – Email notification for an approval request helps the approver be notified without delay.

    • Track job requisition – Track applications on a job requisition, view job details, manage the hiring team, and add or remove interview phases.

    • Send an email from a job requisition – As a recruiter, send an email to your applicants on a job requisition and provide personalized details.

    • Manage hiring team – Add, edit, or remove hiring team members from a job requisition.

      • Add members to Hiring team – Add, edit, or remove hiring team members from a job requisition.

      • Edit hiring team members – Add, edit, or remove hiring team members from a job requisition.

      • Remove members from Hiring team – Add, edit, or remove hiring team members from a job requisition.

    • Manage the job requisitions as a recruiter – Update, put it on hold, send a requisition for approval, or close it.

      • Put a job requisition on hold – Put a job requisition on hold if the requirement changes.

      • Withdraw hold on a job requisition – Withdraw the hold put on a job requisition when it is needed.

      • Duplicate a job requisition – Duplicate an existing job requisition to save time.

      • Close a job requisition – Close a job requisition if it’s no longer required.

      • Reopen a job requisition – Reopen a job requisition that is already in closed state.

      • Submit a job requisition for approval – Submit a job requisition for approval to higher management.

      • Cancel a submitted approval request – Cancel a submitted approval request if it’s no longer needed.

      • Resend a job requisition for approval – Resend a job requisition for approval if last-minute changes or technical faults.

      • Open a job requisition in your ATS – Open a job requisition in your ATS after it’s approved and ready.

    • Tracking an application – Track an application for a job requisition and its corresponding applicant and interview details as a recruiter or recruitment coordinator.

    • Hiring tasks – Assign tasks to your job applicants or internal stakeholders and manage those within the Recruitment workspace.

      • Create tasks – Create tasks for your applicants or internal stakeholders within the Recruitment workspace and assign it to the respective personas.

    • Collaborate with the hiring manager – Collaborate with the hiring manager for the job requisition on the activity stream.

    • Task email notifications for recruiters – The email notifications provide alerts to the recruiters when a task is completed by an applicant.

    • View the Talent Acquisition Dashboard – Understand the hiring trend in your organization with the Talent Acquisition Dashboard.

    • Reference – Reference topics provide additional information about the state management, forms, properties, components, and dashboard in Recruitment workspace.

    • Job requisition state management – An overview of the job requisition state management system for a recruiter.

    • Application states for the recruiter – An overview of the application states the way the recruiters see it.

    • Applicant task form – The applicant task form provides the field description required to set a task for an applicant.

    • Components installed – The following are the components installed with activation of the Recruitment workspace plugin.

    • Job requisition form – Use the form to request a job opening in your organization, as a hiring manager or recruiter.

    • Properties installed with Recruitment workspace – The system properties installed with the Recruitment workspace plugin is required to configure different functionality in the Recruitment Workspace environment.

    • Task mapping form – The descriptions provided are required to fill the form to map a task with a task type.

    • Talent Acquisition Dashboard – The Talent Acquisition Dashboard helps get an overview of the workload and performance details of the hiring efforts in your organization.

  • Interview Management – The Interview management application simplifies and optimizes the interview process through structured workflows, flexible scheduling options, automated reminders, and streamlined feedback collection, enabling faster and more collaborative hiring.

    • Explore – Learn more about Interview management and review the benefits it can provide for different users in your organization.

    • Configure – Install and configure Interview management to get started with your interview scheduling and management journey.

    • Install Interview management – You can install the Interview management application (sn_ta_int_mgmt) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

    • Create interview invite email template – Create interview invite email templates to enable recruiters to select them when scheduling interviews.

    • Configuring interview health tracker alerts – The interview health tracker alerts are driven by the Needs-attention framework. This framework monitors interview records, detects situations that need recruiter attention, and surfaces them as alerts. Configure the framework to control which records it evaluates, what conditions it watches for, and how often it runs.

    • Use – Interview management enables recruiters to define their interview setup, coordinate scheduling with hiring managers, interviewers, and applicants, and manage interviews effectively. It also allows recruiters, interviewers, and hiring managers to provide feedback on interviews, streamlining the overall hiring process.

    • Get scheduling preferences from applicants – Request applicants on a job requisition to share their scheduling preferences to plan a seamless interview process.

    • Get scheduling preferences from interviewer – Request interviewers on a job requisition to share their scheduling preferences to plan a seamless interview process.

    • View applicant’s scheduling preferences – As a recruiter, view the scheduling preferences shared by applicants to schedule interviews accordingly.

    • View interviewer’s scheduling preferences – As a recruiter, view the scheduling preferences shared by interviewers to schedule interviews accordingly.

    • Add interview phase – As a recruiter, define the interview setup for your job requisition and use it for efficient interview scheduling.

    • Remove interview phase – As a recruiter, remove interview phases that you had set up once they aren’t needed anymore.

    • Schedule an interview – Schedule interview with applicants on a job requisition to get started with the interview journey.

    • Manage interviews – Manage interviews as a recruiter or recruitment coordinator. Update interviews as needed.

    • Tracking interview health – The Interview health tracker gives recruiters and coordinators a unified view to monitor interview health and address support needs proactively, reducing reactive coordination effort.

    • Provide interview feedback – As a recruiter or recruitment coordinator, provide feedback for interviews that you’re part of.

    • Share scheduling preferences – As an interviewer, when requested by recruiters, share your scheduling preferences to help them schedule interviews accordingly.

    • Managing interviews as an interviewer – As an interviewer, view and manage interviews that you’re part of.

      • Substitute interviewer – Assign a substitute interviewer yourself, instead of relying on a recruiter or coordinator to assign one for you.

      • Provide interview feedback – As an interviewer or hiring manager, provide feedback for interviews that you’re part of.

    • Reference – Reference topics provide additional information about the forms, properties, and components in Interview management.

    • Create new interview phase form – The Create New Interview phase form provides the field descriptions required to define interview phases for a job requisition.

    • Components installed – With activation of the Interview Management plugin, the associated tables and scheduled jobs are installed.

    • Properties installed – The system property installed with the Interview Management plugin is required to configure functionalities in the Interview Management environment.

    • Schedule interview form – The schedule interview form provides the field descriptions required to schedule an interview with an applicant.

    • Request scheduling preferences form – The request scheduling preferences form provides the field descriptions required to request an applicant or interviewer to share their scheduling preferences for upcoming interviews.

    • Share scheduling preferences form – The share scheduling preferences form provides the field descriptions required to share an applicant’s or interviewer’s scheduling preferences for upcoming interviews.

  • Applicant Center – Applicant Center offers a streamlined and tailored experience for applicants through a dedicated portal, enhancing their overall recruitment experience.

    • Explore – Learn more about Applicant Center and review the benefits it can provide to applicants in your organization.

    • Applicant Center – Improve your speed and quality of hire by continually engaging with the applicants on a personalized applicant portal.

    • Configure – Set up a personalized portal for your applicants where they can track and manage job applications and interact with different hiring personas at different points of their hiring journey.

    • Install Applicant Center – You can install the Applicant Center application (sn_ta_applicant) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

    • Configure the email notification state – Determine at which state the applicant receives an email to access the Applicant Center.

    • Configure time limited authentication – Configure the time limited authentication for your external applicants to log in to the Applicant Center.

    • Configure Content Experiences and Quick links – Configure the campaigns and other company resources that you want to provide your applicants in the Applicant Center.

    • Configure applicant survey – Configure the survey that you want your applicants to take to provide feedback on their hiring experience. Determine at which state the feedback survey goes to the applicant.

    • Configure messaging for the applicant – Configure the conditions when an applicant can reach out to the recruiters within the Applicant Center. Create a clear communication channel with the hiring team and a better hiring experience for the applicants.

    • Set up a scheduled job for applicant deactivation – Set up a scheduled job, at regular intervals, to deactivate applicants no longer viable to the system.

    • Configure pre-hire experience on applicant center – Provide continuity in the hiring journey by providing a pre-hire experience on the applicant center.

    • Use – Use the Applicant Center to provide your applicants with a connected experience with a personalized and dedicated portal.

    • Access the Applicant Center – Log in to the Applicant Center without a password and explore the portal easily.

    • Applicant Center home page – Applicant Center is the dedicated and personalized portal for your applicants.

    • View a job application – Open a job application and see the details.

    • Share scheduling preferences – As an applicant, when requested by recruiters, share your scheduling preferences to help them schedule interviews accordingly.

    • Select an interview slot – As an applicant, select an interview slot from a list of proposed slots.

    • Request to reschedule interview – As an applicant, request to reschedule a proposed or scheduled interview to the recruiter.

    • Request time slots – As an applicant, request the recruiter to share additional interview time slots if you’re unavailable or the proposed slots have been booked.

    • Tasks in Applicant Center – Applicant Center provides the applicants with the necessary alerts and means to finish their assigned tasks in the portal.

    • Applicant survey – Applicant survey enables the job applicants to provide their feedback about their hiring experience in the Applicant Center.

    • Set accessibility preference – Enable keyboard accessibility for your profile to navigate through the applicant center portal using keyboard tabs.

    • Task email notifications for applicants – The email notifications provide alerts to the applicants when tasks are assigned to them by the recruiters.

    • Reference – Reference topics provide additional information about the forms, properties, and components in Applicant Center.

    • Application states for the applicant – An overview of the application states the way the applicants see it.

    • Components installed – The following are the components installed with activation of the Applicant Center plugin.

    • Properties installed – The system properties installed with the Applicant Center plugin are required to configure different functionalities in Applicant Center.

    • Request reschedule form – The request reschedule form provides the field descriptions required for an applicant or interviewer when requesting a recruiter to reschedule an interview.

  • Opportunity Marketplace – Opportunity Marketplace enhances career mobility. It provides employees an intuitive experience to explore career opportunities. Customizable match preferences are seamlessly integrated with your Applicant Tracking System (ATS) to enhance employee engagement with transparent and efficient career development.

    • Explore – Manage opportunities for long-term or short-term projects that are available at your company. Employees can find and track opportunities while managers can post opportunities for projects, gigs, volunteer opportunities, and internal jobs.

    • Internal jobs – Opportunity Marketplace enable you to create, publish, and maintain internal job posting. You can explore open roles (positions) within your company.

    • Best-fit recommendations – Based on your current roles, aspirations, and skills Opportunity Marketplace (OPM) recommends opportunities for you.

    • Gig opportunities – Gigs have a single role with one or more vacancies. Gigs and other opportunity types are configured by ServiceNow admins from the Opportunity Type Configuration form.

    • Project opportunity – Projects facilitate creating a team consisting of multiple roles filled by multiple people. Projects can be broad in scope and be long-term or short-term in duration. Projects and other opportunity types are configured by ServiceNow admins from the Opportunity Type Configuration form.

    • Volunteer opportunities – Opportunities to volunteer can include multiple roles and skills for multiple people volunteering for activities related to the opportunity. Scope and duration can be long-term or short-term. Volunteer opportunities and other opportunity types are configured by ServiceNow admins from the Opportunity Type Configuration form.

    • Manage owned opportunities – From the Opportunities you own page in Opportunity Marketplace you can create, manage, and monitor opportunities. User criteria enables access to creating and updating opportunities.

    • Opportunity publishing approval – The Opportunity Marketplace’s publishing approval framework streamlines the approval process, allowing Opportunity Owners to submit drafts for approval and receive notifications upon approval or rejection.

    • Configure – Admins install and configure the Opportunity Marketplace (OPM) application and configure features.

    • Install Opportunity Marketplace – Opportunity Marketplace (OPM) is a key application that works as part of the Talent Development suite of applications. OPM improves employee engagement and retention with internal mobility.

    • Manage opportunities – Opportunities are created to solicit individuals to apply for roles within the opportunity. As an Opportunity Marketplace admin [sn_opp_market.admin], you can view and manage opportunity records from the ServiceNow platform.

    • Manage role applicants – Role applicants are employees who have applied to a role that is part of an opportunity. As an Opportunity Marketplace [sn_opp_market.admin], you can view and manage role applicant records.

    • Add role applicant – Role applicants are employees who have applied to a role that is part of an opportunity. As an Opportunity Marketplace admin [sn_opp_market.admin], you can add role applicants to an opportunity role.

    • Create custom opportunity types – Opportunity Marketplace comes with 3 base system Opportunity types. If you need a different opportunity type, you can create custom opportunity types to meet the needs of your organization. You can also create custom user criteria, opportunity details, and roles and requirements.

      • Create a custom opportunity type – Opportunity Marketplace comes with a few base system opportunity types. You can create a custom opportunity type to meet the needs of your organization.

      • Select or create user criteria – Opportunity Marketplace user criteria are maintained in the Service Catalog under Catalog Definitions. There are several user criteria records to select from, or you can create your own user criteria.

      • Create opportunity details – You can customize the details for an opportunity type in Opportunity Marketplace.

      • Create custom roles and requirements – Create custom roles and requirements to meet the needs of your organization. Roles and requirements are maintained as records in the Opportunity role [sn_opp_market_opportunity_position] table.

    • Use Opportunity Marketplace – Employees in your company use Opportunity Marketplace to find opportunities, apply for roles in the opportunity, and track the application process. Some employees create and publish opportunities to gather and evaluate resources for gigs, projects, and volunteer opportunities.

    • Share an internal job opportunity – Share internal job opportunities with your coworkers.

    • Update Job Preferences – Make updates to your job preferences to help you apply for opportunities. Your job preferences are used by Opportunity Marketplace to do a match analysis with roles.

    • Create opportunities – Opportunity owners create gigs, projects, and volunteer opportunities. Opportunity details for Project type opportunities can be imported from projects in the ServiceNow Project Workspace. These opportunities are different from internal jobs. OPM enables you to manage any opportunities you create and track applications. The ability to create opportunities is based on user criteria.

    • Create opportunities from Project Workspace – Import details from a Project Workspace project file to create a related opportunity in Opportunity Marketplace.

    • Set opportunity preferences – Set your preferences for opportunities so that your preferences match any opportunities you’re interested in.

    • View an opportunity match analysis – Opportunity Marketplace (OPM) generates match analyses based on your current role, aspirations, and skills. Match analysis is based on your skills and preferences.

    • Sign up (apply) for an opportunity – Apply for an opportunity from the opportunity details page.

    • Manage job postings – Job postings must be created and managed directly in the Job Posting [sn_ta_hiring_core_job_posting] table.

    • View job postings – Job postings forms can be viewed from the Job Posting [sn_ta_hiring_core_job_posting] table.

    • Reference Opportunity Marketplace roles and tables – Roles help to control access to features. Tables are used to store application data used by Opportunity Marketplace (OPM) features and interaction with other applications.

    • Components installed – Learn about the components used with Opportunity Marketplace.

    • Configure opportunity types – Opportunity Marketplace (OPM) supports different opportunity types that are designed for unique types of opportunities and roles.

    • Opportunity details – Admins can view detailed information about opportunities.

    • Role applicant reference information – Admins can view and update some of the opportunity applicant information.

    • Form fields for creating opportunities – Gigs, projects, and volunteer opportunities have 2 forms with several fields.

  • Talent Profile – Talent profile provides an aggregated view of internal and external talent types, enabling quicker hiring decisions by consolidating information on applicants, employees, contingent workers, and alumni in one place.

    • Explore – Learn more about Talent profile and review the benefits it can provide in your organization’s hiring process.

    • Talent Profile – Talent Profile helps you get an aggregated view of different talent types at different touch points in the Hiring Experiences workflow.

    • Talent pool – Talent pools help you group similar talent profiles in one place to identify the best profile for the job. It also helps to optimize communication and engagement with the targeted profiles simultaneously.

      • Talent pool record view – View all the important specifications of a talent pool in the Talent pool record page.

    • Configure – Install and configure the Talent profile application to get an aggregated view of different talent types at different point in the hiring journey.

    • Install Talent profile – You can install the Talent profile application (sn_ta_tp) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

    • Set up Talent Definition – Create a talent profile definition to opt in to Talent Profile.

    • Opt in to Talent Profile – Opt in to the Talent Profile to access all the talent records, create talent pools, and add prospects to the job requisitions.

    • Generate talent profiles – Generate the talent profile creation after you opt in.

    • Create a talent type – Create an implementation in the talent profile scripted extension point to add a new talent type.

    • Talent Profile management – Talent Profile management activities help keep data set up to date and clutter-free.

    • Set up scheduled job – Customize the frequency of the scheduled job to get an uninterrupted flow of new talent profiles.

    • Use – Use the Talent profile application to create and manage talent profiles and pools. Get a unified view of all talent types, including applicants, employees, contingent workers, and alumni, enabling faster and more informed hiring decisions.

    • Create Talent pools – Create Talent pools to organize similar talent profiles in one place for particular hiring requirements.

    • Copy talent to pool – Use existing talent pools to associate suitable talent profiles from the pools to your talent pool.

    • Remove talent profiles from a pool – Remove the talent profiles that are no longer required within a pool.

    • Delete a Talent pool – Delete a Talent pool when it has served its purpose or it’s no longer relevant.

    • Create talent profiles – Create talent profiles to add it to the talent profile repository of your organization. Use it for an optimized hiring process.

    • Filter talent profiles – Use filter options to find relevant talent profiles quickly in the Talent pool tab.

    • Add talent profiles – Add similar talent profiles to a Talent pool to streamline communication to all the profiles during a particular hiring drive.

    • Job prospects – Job prospects provide a direct view into the most relevant profiles added to a particular job requisition.

      • Copy talent profiles as job prospects – Copy talent profiles from a Talent pool to a particular job requisition as prospects.

      • Create prospects in job requisitions – Create a prospect within a job requisition as a potential fit for the job opening.

      • Add prospects to job requisitions – Add relevant profiles directly to the job requisition as job prospects.

      • Edit prospects in job requisition – Edit newly created prospect profiles within a job requisition until the prospect applies.

    • Send an email from a talent profile – As a recruiter, send an email to different talent types providing personalized details.

    • Send an email from a talent pool – As a recruiter, send an email to a talent pool providing personalized details.

    • Email notification for Talent pools – Notification emails are sent to the recruiters who have Talent pools shared or collaborated with by the owner.

    • Targeted communications – Email communications and other targeted communications like campaigns provide efficient means of conveying important messages to different stakeholders.

    • Reference – Reference topics provide additional information about the forms, properties, and components in Talent profile.

    • Create implementation form – The following fields are available in the new implementation record for an extension point.

    • Create talent form – A new candidate profile is added by filling the following details in the form.

    • Components installed – Several types of components are installed with activation of the Talent Profile plugin, including tables, user roles, and scheduled jobs.

    • Properties installed – The system properties installed with the Talent Profile plugin are required to configure different functionalities in the Talent Profile environment.

    • Talent pool form – The field descriptions provided are required to create a talent pool.

    • Talent profile definition form – The following table provides the field and its corresponding description. The fields are required to create a talent profile definition.

  • Growth Experiences – The ServiceNow Growth Experiences applications use a suite of products to help employees develop, grow and deliver on critical business outcomes.

  • Talent Development Core – ServiceNow Talent Development Core supports an end-to-end process for individuals and managers to take control of their career growth and development plans.

    • Exploring Talent Development Core – The Talent Development Core application provides employees and managers with an intuitive and streamlined process for managing career growth and development.

    • Career hub overview – The Career hub tab provides a summary view of your growth and development plans.

    • Aspirations overview – Create and set your aspirations to help inspire and guide you on your career growth and development journey.

    • Growth plans overview – Build your growth plan to organize and track your career goals.

    • Conversations overview – Conversations with managers, peers, and mentors are a critical part of your career growth. Identify and manage the important conversations you have.

    • Learning overview – Identify, manage, and complete all your learning goals from the Learning tab in Talent Development.

    • Opportunity Marketplace overview – The Opportunity Marketplace is a single, unified space where individuals and organizations can share opportunities that are discoverable by employees.

    • Installing and configuring the Talent Development Core app – Install and configure the Talent Development Core app. Talent Development Core is an app in a suite of ServiceNow apps and features that define a workflow for employees and managers to take control of their career development and growth.

    • Install the Talent Development Core application – Install the Talent Development app to enable employees and managers to identify, create, and manage career growth and development plans.

    • Quick start tests for Talent Development Core – Validate that these Talent Development Core features still works after you make any configuration change such as applying an upgrade or developing an application. Copy and customize these quick start tests to pass when using your instance-specific data.

      • Run quick start tests for Talent Development Core – Run quick start tests to verify the Talent Development Core app and features still work after each upgrade and deployment of new applications or integrations. If you customized Talent Development Core, you must configure the quick start tests to ensure they’re compatible with your customizations.

    • Administer and maintain the Talent Development Core app – Administering and maintaining the Talent Development Core app requires the role of a ServiceNow administrator or an Talent admin.

    • Create Talent Development Outcome Types – As an Talent admin you create outcome types that can be used in growth plans.

    • Create Talent Development Activity Types – As a Talent Development Core admin you create Activity Types that are used in growth plans.

    • Create Talent Development Core Activity Categories – As an Talent Development Core admin you create Activity Categories that are used in growth plans.

    • Create Talent Development Activity Templates – As a Talent Development Core admin you create Activity Templates that are used in growth plans.

    • Create Talent Development Activity Recommendations – As an Talent admin you create Activity Template Recommendations that are used in growth plans.

    • Set Talent Development Properties – Set properties to control manager skill approvals and activity completion flows.

    • Create a Talent Development Core featured growth item – Use the Featured Growth Items table to define the roles, skills, and opportunities that appear in the Featured by your company widget. This widget can be used to promote desirable career opportunities and skills that foster growth and development for employees within your organization.

    • Add sample texts to Talent Development related content – As an Talent admin you can add Sample Text.

    • Add Talent Development Aspirations – An Talent admin can manage Aspirations that employees create and share.

    • Add Talent Development Aspirations Types – As an Talent admin you can add or manage Aspiration Types, which are used to identify employee aspirations.

    • Add Talent Development Interests – As a Talent Development Core admin, you can add Interests that help employees understand and create an aspiration.

    • License Talent Development Core users – Talent Development Core uses the Employee Profile licensing feature to license user.

    • View Talent Development Core licensed profiles – You can view a list of profiles that are licensed for Talent Development.

    • View Growth plans related information in the Now Assist Admin console – From the Now Assist Admin console, view related information for Growth plans created with the help of Now Assist.

    • Achievements and Credentials in Talent Development Core – View all types of user credentials acquired outside the current organization (currently populated from Credly) in Achievements and Credentials.

      • View achievement credential templates – View achievement credential templates in Achievements and Credentials.

      • Add skill to an achievement template – Associate a skill to an achievement credential template in Achievements and Credentials.

    • Using the Talent Development Core application – Managers and employees can create and track career development and growth plans. Managers access Talent from Employee Center menus Your career Growth plans to track employee development.

    • Create a growth plan with the help of Now Assist – Use Now Assist to help create a growth plan to give your career goals guidance and structure.

    • Create a growth plan – Create a growth plan to give your career goals guidance and structure.

    • Edit a growth plan – Edit, set a due date, or add additional activities to a growth plan.

    • Create a growth plan from an aspiration or main skill – Create a growth plan based on one of your aspirations or main skill.

    • Create a growth plan from an aspiration – Create a growth plan based on one of your aspirations to help you move towards a new role.

    • Create a growth plan from discussions – Create a growth plan based on your discussions or aspirations.

    • View and edit employees’ growth plans – Review your employees’ growth plans to keep track of their progress and help them in their career development.

    • Create a Talent Development Aspiration – Create Aspirations to define and track professional and personal interests.

    • View Credly badges – As an employee, sync external badges into your organization’s Credly account and view them on your career profile.

    • Integrate with the Talent Development Core application – Integrations enable the expansion of features and services among available apps. Integrations can include internal (ServiceNow) and external (third party) applications.

    • Talent Development Core application reference – Administrators use reference information to configure and maintain applications and features.

    • Talent Growth Plan reference – Employee growth plans are created by administrators and used by managers and employees to help facilitate and track growth plans.

    • Talent Outcome Types reference – Outcome types are created by administrators.

    • Talent Properties reference – Properties control how skills approvals are managed and whether Skills Foundation is used.

    • Talent Activity Types reference – Administrators create activity types that are used by managers and employees.

    • Talent Activity Category reference – Administrators create activity categories that are used by managers and employees.

    • Talent Aspirations reference – Administrators manage aspirations used by managers and employees.

    • Talent Feature growth item reference – Administrators create featured growth items that are used by managers and employees.

    • Talent Activity template reference – Activity templates are used by managers and individuals to create activities in a growth plan. Administrators create activity templates.

    • Talent Sample texts reference – Sample text is content that is used in different types of content in a selected document. Administrators create sample text templates.

    • Talent Aspiration types form – Administrators create aspiration types that are use by employees and managers.

    • Talent Activity Template Recommendation form – Administrators create activity template recommendation templates that employees and managers use to create career growth plans.

    • Talent Interest form – Administrators create interests that employees and managers use to create career growth plans.

    • Components installed with Talent Development Core – Several types of components are installed with Talent Development Core, including roles and tables.

    • Employee Application Access Criteria reference – Talent Development uses the Employee licensing feature in the Employee Profile app to license users.

  • Skills Foundation – The ServiceNow Skills Foundation application is an AI-driven platform that you can use in your organization to develop a workforce that is based on skills.

    • Exploring Skills Foundation – The Skills Foundation platform uses AI Search to process your industry skills data. Learn how Skills Foundation can help transform your organization to build a workforce that is based on skills.

    • Skills Workspace – You can update and maintain skills and job architecture data from a single place using the Skills Workspace.

      • Skills import – Import the skills specific to your organization into your Skills Foundation application through the Skills Workspace.

      • Import skills through file upload – Import your industry specific skills data to your Skills Foundation application using a predefined skills import template so you can import your data in the required format.

      • Skills import through spoke integration – Import skills from Workday Learning and Workday HR spoke into your Skills Foundation application using the skills import flow.

      • Skills import through SAP spoke integration – Import skills (skill data and user-specific skill data) from SAP SuccessFactors into your Skills Foundation application using the skills import flow to maintain data consistency.

      • Dynamic skill import for harmonization – Import, review, and harmonize the new skills brought in from third-party sources (currently only through Credly) into the skills library (cmn_skills table).

      • Working with job architecture – Create, update or modify skills and job architecture data from a single location in the Skills Workspace.

      • Creating a new role group – Add a new role group in the Skills Workspace to create a category of roles in your organization.

      • Add more skills to a role group – Add new skills at each role level in a role group that were not added when creating the role group using the Skills Matrix in the Skills Workspace.

      • Edit skills and proficiencies – Edit skills data and their proficiency levels to manage the progression at each role level in a role group using the Skills Matrix in the Skills Workspace.

      • Create related role groups – Create a connection between two different role groups in the Skills Workspace to enable a transition path for the employees to move across different role groups.

    • Career tab in Employee Center – View update, and manage all aspects of your career using the Career tab in Employee Center.

      • Selecting a Role specialty – Update your skills profile by selecting a role level as your role specialty to get personalize skill recommendations based on your job family and job profile.

    • Solve the challenge of adoption with Proactive Prompts – With Proactive Prompts for the Skills Foundation application, your managers and employees can proactively bring actionable insights as prompts into their flow of work.

      • Pre-seeding employee skills – Pre-seeding automatically detects missing skills in employee profiles and prompts employees to add necessary skills, helping keep profiles current and accurate.

      • Proactive Prompts for Skills Foundation – Recommend roles, skills, and missing proficiencies to the employees and get approval from managers in their flow of work using Proactive Prompts.

    • Configuring Skills Foundation – As an admin, add skills and import data into job architecture tables in your ServiceNow instance to start using Skills Foundation in your organization.

    • Skills Foundation guided setup – Install and set up Skills Foundation and Company Job Architecture confidently with step-by-step instructions using guided setup.

    • Install Skills Foundation – You can install the Skills Foundation application (com.sn_skills_int) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins.

    • Load your custom skills – Upload the skills specific to your organization or human capital management practices in your ServiceNow instance.

    • About Job Architecture – Company job architecture data enables you to optimize career growth and development of employees by identifying required, recommended, and additional skills for employee roles.

      • Load job architecture data – Load your existing company job architecture data to build a customized career architecture in your ServiceNow instance.

    • Create a job level progression – Create a progression from one job level to another to identify the growth path in your organization.

    • Set the job proficiency level – Set the proficiency level automatically for the skills across jobs based on the skill level type and role group.

    • Adding role groups and role levels – Create additional role groups and role levels to build a comprehensive role-based structure that accommodates various employee roles in your organization.

    • Adding a job profile – Adding a job profile to an employee identifies the position of the employee in the organization, further identifying the skills.

    • Map a role level to employee profile – Mapping a role level to the employee links job architecture data with employee data in your organization, enabling you to track employee skills.

    • Map industry titles to role levels – Create a connection between common job titles in your industry with the role levels in your organization to provide relevant skill recommendations at the role groups level.

    • Adding a skill – Add the skills required across your organization by Identifying the skills you currently have and might need. These skills can be associated with people and roles to deliver employee growth.

    • Add the Career tab in Employee Profile – Add the Career tab and enable the Skills widget in the Career tab to upload your resume/LinkedIn profile and work with skills-related data in your Employee Profile.

    • Use a custom tab in Employee Profile – Use a custom tab as a replacement for the Career tab in Employee Profile by updating the tab ID so employees are redirected to this custom tab.

    • Using Skills Foundation – Your organization can identify employee skills, determine role skill gaps, and recommend learning opportunities to bridge those gaps.

    • Import from resume or LinkedIn profile – Import skills from your resume or LinkedIn profile and add them to your Employee Profile in the Employee Center to focus on your career development.

    • Add skills during onboarding – Upload your resume or LinkedIn profile as part of your onboarding journey and add skills from them to your profile in Employee Center. Focus on growth and career development in the organization.

    • Update your skill proficiency – Update and track your proficiency level for each skill that you list in your skills profile by using the Skills Foundation application.

    • Add skills using skill recommender – Search for the skills that you’re interested in developing or improving and then add them to your skills profile by using the skills recommender in the Skills Foundation application.

    • Delete skills – Employees can delete skills from the additional skills section in their skills profile.

    • Validate skills in Manager Hub – Affirm the skills that your employee claims to have by reviewing and validating them in Manager Hub.

    • Skills Foundation Reference – Reference topics provide additional information about the properties and tables.

    • Components installed with Skills Foundation – Several types of components are installed with the activation of the Skills Foundation application, including user roles and tables.

    • Hiring Core – Hiring Core provides a repository where you can store information that you’ve created or received from any third-party talent acquisition platform for your hiring requirements.

    • Proficiency level autofill configuration form – Form to create a configuration to autofill the proficiency for a skill.

  • Career Conversations – Supports an end-to-end process for individuals and managers to create and manage career growth conversations.

    • Explore Career Conversations application – The Career Conversations app provides employees and managers with the ability to create and track conversations between managers and employees.

    • Career Conversations – The Career Conversations application supports dialogue between subordinates and their leaders. This application enables your employees to engage in meaningful conversations that are focused on the employee’s growth and development.

    • Install and configure Career Conversations – Install and configure the features and components for the Career Conversations application.

    • Install Career Conversations – Install the Career Conversations app to enable employees and managers to create, manage, and track conversations.

    • Add and manage Talking Points – As a Career Conversations admin, you can add or update talking points that are used by managers to help create a conversation with an employee.

    • Add Conversations – As an Career Conversations admin you can add or manage conversations that are assigned to employees on behalf of managers.

    • Configure automatic closure of past conversations – Use a system property to define whether a batch job can automatically close conversations that have transpired.

    • Set up Microsoft Outlook integration in Career Conversations – Perform the following steps to set up an integration with Microsoft Outlook

      • Create a connection with Microsoft Exchange Online – Integrate the Career Conversations ServiceNow instance and Microsoft Exchange Online account by creating a custom OAuth application in Microsoft Exchange Online to authenticate ServiceNow requests.

      • Configure Microsoft Azure – Set up a authentication with Microsoft Azure to connect Microsoft Exchange Online.

      • Configure the webhook registry of Microsoft Exchange Online spoke in Career Conversations – Configure callback URL for communication between the Career Conversations application and Microsoft Exchange Online calendar.

      • Set system properties for Microsoft Outlook integration – Use system properties to enable integration between Career Conversations and Microsoft Outlook so you can simultaneously create and schedule conversations with the Career Conversations app.

    • Using the Career Conversations application – Career Conversations enables manager and employees to create and track conversations from the Employee Center.

    • Create a growth conversation – Use the Career Conversations app to create a one-time or recurring conversation with an employee. Discuss the employee’s growth and development as a professional within your organization.

    • Schedule a growth conversation – Use the Career Conversations app to simultaneously create and schedule a one-time or recurring conversation with your employee or manager. For each conversation you schedule, discuss the employee’s growth and development as a professional within your organization.

    • Schedule a mentoring conversation – Use the Career Conversations app to schedule a conversation with your mentee or mentor. For each conversation you schedule, discuss topics from which the mentee can benefit the most through the mentorship program.

    • Schedule a growth plan – Use the Career Conversations app to schedule a check-in conversation with your employee or manager about a growth plan explicitly related to the employee’s career advancement within your organization.

    • Update a growth conversation – Use the Career Conversations app to update the agenda for an upcoming conversation with your employee or manager. Center the focus of the discussion around the employee’s growth and development as a professional within your organization.

    • Close a conversation – As a manager, you can mark a conversation as completed to easily reference it for future planning and growth activities. Write closing notes and share them with your employee to ensure a shared understanding.

    • Reopen a closed growth conversation – Use the Career Conversations app to reopen a closed growth conversation to modify talking points and action items.

    • Edit a growth conversation series – Edit a growth conversation series to add any details that you have missed out while creating the conversation.

    • Create a growth conversation using an agent – As a manager, use the growth conversation preparation AI agent to streamline your employee growth discussions. Leverage this agent to gather key employee talent activity and journeys data to get a clear, structured summary that helps you prepare for the conversation faster and effectively. Rely on data-driven talking points, so every growth conversation is focused, meaningful, and impactful.

    • Career Conversations reference – Administrators use reference information to configure and maintain applications and features.

    • Components installed with Career Conversations – Several types of components install with Career Conversations, including roles and tables.

    • Career Conversations Conversations reference – Career Conversations administrators create conversations that are used by managers and employees.

    • Create Suggested Talking Points reference – Career Conversations administrators create suggested talking points that are used to identify topics of discussion during a conversation.

    • Suggested Talking Points table – Career Conversations administrators can manage conversations that are used by managers and employees.

  • Learning – Learning application enables you to discover, manage, and engage with career development content. It enables users to configure learning catalogs that contain course items from both internal and external learning systems.

    • Exploring Learning – Learn about the benefits of using Learning to proactively discover, manage, and engage with career development content.

    • My Learning – My Learning is a new and modern user portal that enables you to pursue courses that help you grow in all aspects of your career.

      • Overview tab – The Overview tab on My Learning provides a variety of widgets that help you track courses, view your progress, view achievements among other things.

      • Discover – The Discover tab on My Learning provides a variety of widgets that help you browse through courses, paths, and collections.

      • Activity – The Activity tab on My Learning provides a variety of widgets that help you see your assigned, saved, shared, and completed courses.

      • Achievements – The Achievements tab on My Learning shows you all your learning achievements.

      • Assigned to your team – Track your team learning tasks to streamline their career growth.

    • Learning integration with Skills Foundation – Skills Foundation integrates with Learning to introduce skills-driven learning search results; recommend and suggest courses based on a learner’s skills.

    • Install and configure Learning – Configure Learning by setting up the following dependencies.

    • Activate and setup Learning – Learn how to set up and start using Learning.

    • Using My Learning – Use My Learning in Employee Center to access your learnings and achievements.

    • Enroll in a course collection on My Learning – Enroll in a course collection to pursue courses that can enhance your skills.

    • Resume a course – Use this widget to easily access and resume any course that you may have left mid-way.

    • Create a personal course collection – Create personal collections to include the courses and paths that you would like to access easily.

      • Save courses to your personal collection – Save courses of interest to your personal collection for easy access and to plan your learning.

    • Create a Learning challenge – Create a Learning challenge to challenge yourself to complete a particular number of courses within a time frame that you choose.

      • Complete a learning challenge – Complete a learning challenge whenever you’re ready to finish with it.

      • Restart a learning challenge – Restart a challenge when you want to reset the progress you have made on the challenge.

    • View recent activity – Review your recent learning activity with easy access to your assigned, saved, shared with, and history tabs.

    • Assign Learning to your team – As a manager, assign Learning to your team members to enhance their skills.

    • Manage Learning – Using Learning, learning administrators can manage user activities. To aid the users learning journey, learning admins can create achievements, define achievement rules, and monitor the overall learning activity of a user.

      • Create a content collection – Create a content collection in Learning to dynamically group Learning content that includes multiple internal and external courses.

      • Add course items to collection – After you create a collection, add course items as groupings of courses that are orchestrated within ServiceNow.

      • Define user access to course within a collection – Define user access to the collection to define who has read access to the collections.

      • Add learning course sections – Add learning course sections to collections.

      • Assign topics to a collection – Add assigned topics to collections.

      • Create internal Learning content – Create internal Learning courses so that employees can learn new content and enhance their skills set.

      • Define user access to course within internal learning content – Define user access to define who has read access to internal learning content.

      • Assign topics to internal content – Add assigned topics to internal learning content.

      • View external Learning content – View the details of all course items that are pulled from external sources into the Learning application.

      • Define user access to course within external learning content – Define user access to configure who has read access to external learning content.

      • Assign topics to external content – Assign topics to external learning content in Learning.

      • Add associated skills – Add associated skills to external learning content in Learning.

      • Create a learning library – Create a learning library that includes learning content from internal and external content repositories.

      • Add course items to learning library – To add course items to the catalog

      • Add users to learning library – You can add applicable users to a learning library.

      • Create a learning task – Assign a learning task to an employee that can be completed from the To-dos page in Employee Center.

      • Create an achievement definition – Create definitions for achievements to define the end goal.

      • Define user access for achievements – Define user access to the collection to configure who has can and can’t read access to the achievements.

      • Add associated skills to an achievement – Add associated skills to define the scope of an achievement.

      • Create user achievements – Create user achievements to project the accomplishments of course takers on My Learning.

      • Create an achievement rule – Create achievement rules to define the criteria to be met to complete an achievement.

      • Create an achievement rule item – Create an achievement rule item to define if all or a count of items need to be completed to receive an achievement.

    • Skill sensing for learning content – Skill sensing is an automated approach to identify and extract skills from the title and description of a course so that the admin can associate the skills to a course.

      • Add skills to a course with skill sensing – Add skills to a course manually using the Large Language Model (LLM) skills recommendations based on the title and description of the course.

      • Configure learning courses for skill sensing – Define conditions to create a sub set of learning courses on which you can run the scheduled job enabling you to accept multiple recommended skills.

      • Add or discard multiple skills with skill sensing – Review and approve the Large Language Model (LLM) recommended skills before tagging​ them to the learning courses.

    • Reporting solutions for Learning – Learning comes with the following dashboards that project targeted reports to provide consolidated data on all user activities that help measure the success of learning content.

    • Learning admin overview dashboard – Learning admin overview dashboard provides the learning administrator with a consolidated report on user course activities.

    • Learning catalog overview – Learning catalog overview dashboard provides the learning catalog manager with a detailed view of the user activities.

    • Learning content author overview dashboard – Learning content author overview dashboard provides a detailed report of user activities to the content author.

    • Learning reference – All information regarding the system properties and tables installed with learning experience are listed here.

    • Collection form – Use the Collection form to create a content collection in Learning Core to dynamically group Learning content that includes multiple internal and external courses.

    • Learning internal content form – Use the Learning internal content form to create internal Learning courses so that employees can learn new content and enhance their skills set.

    • Learning External Content form – Description of the field values in the Learning External Content form.

    • Learning library form – Use the learning library form to create a learning library.

    • Learning task form – Assign a learning task to an employee that can be completed from the To-dos page in Employee Center.

    • Achievement form – Create achievement definitions to associate them with courses.

    • Achievement rule form – Create achievement rules to define the criteria to be met to complete an achievement.

    • Learning course catalog form – Use the course catalog form to create a new learning course catalog.

    • Life-cycle stages of a content collection in Learning Core – The State transition of a collection guides you through the stages of its life cycle.

    • Components installed with Learning – Several types of components are installed with the activation of Learning, including tables, user roles, and scheduled jobs.

  • Career Assessment – The Career Assessment application works as an exam engine that provides the ability to create exams that help with career advancement and help test a learner’s knowledge of a subject.

    • Exploring Career Assessment – Explore the features of Career Assessment.

    • Configuring Career Assessment – Configure Career Assessment by setting up the following.

    • Using Career Assessment – Use Career Assessment to create exams.

    • Create exam catalogs – Create exam catalogs to be able to segregate exams based on category.

      • Define user access for an exam catalog – After creating an exam catalog, define user access criteria at the exam catalog level.

      • Add exams to a catalog – Add exams to an exam catalog in Career Assessment.

    • Create an exam – Create an exam on Career Assessment.

      • Add questions to an exam – Add questions for an exam in Career Assessment.

      • Add options to a question – Add options for a question on Career Assessment.

    • Add exams to a learning path from Career Assessment – Create internal learning content to add exams as content items within a learning path from Career Assessment.

    • View an exam instance – View an exam instance to verify number of attempts, scores and completion status of an exam assigned to a user.

      • View number of exam instance attempts – View number of exam instance attempts by a user.

    • Career Assessment reference – All information regarding the system properties and tables installed with Career Assessment are listed here.

    • Components installed with Career Assessment – Several types of components are installed with the activation of Career Assessment, including tables, user roles, and scheduled jobs.

    • Exam form – Use the Exam form to create an exam.

    • Question form – Description of the field values in the Question form.

    • Question option form – Description of the field values in the Question option form.

    • Learning internal content form – Use the Learning internal content form to add exams as content items within a learning path from Career Assessment.

    • Exam instance form – Description of the field values in the Exam Instance form.

    • Exam instance attempt form – Description of the field values in the Exam instance attempt form.

  • Mentoring – The ServiceNow Mentoring application is a platform that connects individuals seeking mentorship with experienced mentors. It creates a seamless experience for both mentees and mentors.

    • Explore – The Mentoring application provides the opportunity for employees to find and build meaningful mentoring relationships to drive employee growth and engagement.

    • Mentoring home page – Mentoring home page provides you with a bird’s eye view of all your mentorship relationships, requests, and programs.

    • Configure – Configuring Mentoring.

    • Create a Mentoring program – Create customized mentoring programs that can be adopted by a mentee.

    • Add a new Mentoring participant – As a manager, add members from your team either as mentors or mentees to participate in mentoring programs.

    • Create a Mentoring relationship – As a manager, create a mentoring relationship between two of your employees.

    • Use – Employees can participate as mentors or mentees from the Employee Center.

    • Enroll as a mentor or mentee – Enroll as a mentor or mentee to learn from your peers in new ways.

      • Add mentee preferences – As a mentee, add your preferences to find the right mentor to guide you through your career.

      • Search and add skills – As a mentee, search for a skill name or a keyword to find a mentor who specialises in that skill to help you.

      • Add mentor preferences – As a mentor, add your preferences to help mentees find out if you’re the right match for them

    • Search for a mentor – Search for mentors by name, job profile, or any other criterion you wish to. You can also use additional filters to search from the list of mentors.

    • Edit mentee preferences – As a mentee, edit your preferences based on your skills, focus areas, and topics of interest that you would like to discuss with your mentor.

    • Edit mentor preferences – As a mentor, edit your preferences based on your skills, focus areas, and topics of interest that you would like to discuss with your mentor.

    • Request a connection – Request a connection with a mentor who seems like the right fit for you.

    • View suggested mentors – Enrolled Mentees can instantly view Mentor suggestions based on their enrollment preferences and also view additional match insights and mentor expertise to be able to choose an appropriate mentor.

    • View match insights – View the Match Insights score that is calculated based on the match score of the preferences.

    • View mentoring requests – Track any mentoring requests you’ve sent or received from others.

    • Reference – Mentoring Talent Development Reference

    • Mentoring relationship form – Use the mentoring relationship form to start a new relationship between a mentee and a mentor.

    • Edit mentee preferences form – Use this form to record your preferences as a mentee.

    • Mentor preferences form – Use this form to record your preferences as a mentor.

  • Employee Goals – The ServiceNow Employee Goals application lets employees view and track their career goals from the Employee Center. This application is a tool that enables employees to stay focused and aligned with your company’s strategic objectives, resulting in improved overall organizational performance.

    • Exploring Employee Goals – The Employee Goals application provides employees and managers with visibility into business goals set by your organization and personal goals that are specific to an employee. This application helps employees cultivate their goals into growth plans to bolster the talent in your organization.

    • Employee Goals overview – The Employee Goals application integrates with the Talent Development suite of applications to enhance the professional growth of employees in your organization. This application enables employees to access and monitor their career goals via specific applications in the Talent Development suite.

    • Installing and configuring Employee Goals – Install the Employee Goals application to import the goal management data stored on your human capital management (HCM) system to the ServiceNow AI Platform. When configuration options are available, administrators can configure components of the application to meet the specifications of your organization.

    • Install the Employee Goals application – Install the Employee Goals application to incorporate goals as a tool for developing your organizational talent. The Employee Goals app gives employees access to their goals from the Employee Center.

    • Integrations for Employee Goals – Extend the Employee Goals application’s capabilities by integrating with your organization’s human capital management (HCM) system to make employee goals accessible while using the Talent Development suite of applications.

    • Using Employee Goals – Use the Employee Goals app to access goal management data across several applications in the Talent Development suite.

    • View your employee goals – View your goals by accessing your career profile. Your goals that appear in the Goals widget are filtered into the following categories: active, complete, archive.

    • Employee Goals reference – Reference topics provide additional information about the components and forms associated with the Employee Goals application.

    • Employee Goals table – The records in the Employee Goals table contain goal management data. Each record is created when the Employee Goals application imports the corresponding goal data from your organization’s human capital management (HCM) system.

  • Talent Feedback – Talent Feedback is a new plugin available in Yokohama release. Skill Feedback is one of the features of Talent Feedback. Skill Feedback allows managers to request feedback on employee skills from the employee’s collaborators,

    • Exploring Talent Feedback – Learn about Talent Feedback and its benefits as managers and employees looking to leverage a feedback engine.

    • Configuring Talent Feedback – Set up Talent Feedback to be able to use it along with Talent Development.

    • Install Talent Feedback – Set up Talent Feedback to be able to use it along with Talent Development.

    • Using Talent Feedback – Learn how to use Talent Feedback to request and provide feedback for any skills.

    • Working with Skill feedback in Talent Feedback – Skill feedback is one of the main features of Talent Feedback that can be used by managers to request feedback for their employees, and by employees to provide feedback for their peers.

      • Working with Skill feedback in Talent Feedback – Skill feedback is one of the main features of Talent Feedback that can be used by managers to request feedback for their employees, and by employees to provide feedback for their peers.

      • Request skill feedback – Using Talent Feedback you can request feedback for one or more skills from your employees.

        • Request feedback from skill distribution – You can request feedback from skill distribution using skill view or employee view.

        • Request skill feedback from skill expectations – You can request skill feedback from the skill expectations widget on the Skills tab in Employee center.

        • Request skill feedback – You can request skill feedback from the skill feedback requests sent widget when there no existing feedback requests sent.

      • View and submit feedback – You can view any feedback request sent to you and submit the feedback on Talent Feedback.

      • Decline a feedback request – You can decline a feedback request sent you if you do not wish to provide feedback for any reason.

      • View skill feedback submitted – As a manager, view all the skill feedback submitted by employees.

      • View feedback requests – You can view and feedback requests platform under the Talent Feedback module.

      • Begin a discussion from a Talent Feedback request – You can choose to begin a discussion regarding a talent feedback request using the Discuss option.

    • Using Employee feedback collection AI agent – As a manager, use the Employee feedback collection AI agent to collect feedback and track feedback requests. This agent recommends collaborators from Employee Profile, Growth Experiences apps, journeys from Employee Journey Management, and also suggests frequent collaborators from Microsoft Graph.

      • Collect feedback using an agent – Use the Employee feedback collection AI agent to collect feedback and track feedback requests.

      • View consolidated feedback in Manager Hub – View a consolidated summary of all the feedback received for an employee.

      • Create feedback template using survey designer – As an admin, you can create feedback templates using survey designer that managers can use to collect specific feedback.

      • View survey instance – A survey instance represents one questionnaire assigned to one user. You view an instance to verify that survey instances were created, to check the state of a survey instance, or to reassign a survey instance.

    • Talent Feedback reference – Reference topics provide more information regarding the dependencies, components, and tables installed along with Talent Feedback.

    • Components installed with Talent Feedback – Several types of components are installed with activation of the Talent Feedback plugin, including tables, user roles, and scheduled jobs.

  • Employee Journey Management – Employee Journey Management integrates HR Service Delivery features and applications to enable employees, managers, and the organization to initiate and manage journeys to drive employee engagement and productivity. There are several applications, plugins, integrations, and features that are available for Employee Journey Management.

  • Journey designer – The ServiceNow Journey designer application enables employees and managers in your organization to initiate and manage journeys to drive employee engagement and productivity.

    • Explore – Organization administrators activate and configure Journey designer to help managers and employees understand and actively collaborate on professional and personal journeys.

    • Journey details guided tours – Use Guided Tours in Journey designer to get instructions on how to perform a task.​ Guided Tours use a series of steps that may span multiple pages. The tour includes links to detailed documentation.​

    • Journey overview guided tour – Use Guided Tours in Journey designer to get instructions on how to perform a task.​ Guided Tours use a series of steps that may span multiple pages. The tour includes links to detailed documentation.​

    • Pre-hire experience – The Pre-hire experience is a portal that caters to employees who are in transition between the applicant phase and the onboarding phase. This onboarding portal is a solution that facilitates the preboarding process by enabling employees who have been selected by your organization to embark on their first journey.

    • Team tasks – Team tasks enable managers to personalize employee journeys by adding tasks directly to activity sets that are originated by the Lifecycle Events app. Managers can tailor journeys to meet individual employee needs without adding stages or modifying the underlying journey configuration.

    • Configure – The Journey designer app has multiple versions that have different installation instructions and configuration options.

    • Install Journey designer – Install the Journey designer version 3 [sn_jny] application to enable administrators and managers to create and manage various professional and personal events and journeys.

    • Add or repair demo data for applications and plugins – If the demo data wasn’t added during the initial installation, administrators can add demo data to a plugin using Repair install.

    • Fix Restricted Caller Access (RCA) approval requests – After you install or upgrade to the latest Journey designer application from ServiceNow Store, you might encounter RCA approval messages requesting for an update in the access request.

    • Configure Journey designer features – Administrators configure Journey designer for the needs of their organization.

      • Create and configure Journey designer journeys – Create a journey and embed the necessary components from Lifecycle Events and Journey Accelerator.

      • Manage Journey designer user roles – Manage Journey designer users and the roles that they have.

      • Manage Journey designer bulk updates for tasks – Journey designer admins can configure which task types are available for bulk update and view information about tasks that were updated in bulk.

      • Remove a task type from bulk update – As an admin you can remove a task type from the types available for bulk update.

      • View Journey designer bulk request task records – View bulk update records to determine if updates were successful or failed.

      • Creating and managing quick links for journeys – Quick links give employees quick access to varied resources directly from a journey. Administrators, journey owners, and mentors are able to add linked resources to journeys.

      • Create a quick link as an administrator – Journey designer administrators create quick links that are part of a journey configuration. Administrator created quick links cannot be deleted or edited by journey owners or mentors.

      • Delete a quick link created by an administrator – To delete an administrator created quick link in Journey designer, you must be an administrator.

      • Update users’ permissions for journeys – Users in a journey have permissions that enable different levels of access to a journey. Administrators modify user permissions for different types of journeys.

      • Create and configure Journey designer headers – Manage journey headers or customize journey headers for different journey types based on user roles.

      • Create and manage Journey types – Create plan types to manage the top-level classification for stages and tasks for Journey types, as well as the header views for users.

      • Create and manage plan types – Create plan types to manage the top-level classification for stages and tasks in a Journey designer plan.

      • Create and manage plan configurations in Journey designer – Create and manage plan configurations that are based on a plan type. Plan configurations are customized for specific employee audiences.

      • Create plan configurations – ServiceNow administrators configure the Journey designer plan configuration feature and process.

      • Create Journey designer plan configuration – Create a Journey designer plan configuration in Journey designer version 2.

      • Assign owners and approvers to a journey configuration – In Journey designer, administrators assign the initial owners and approvers to a plan configuration.

      • Change Journey designer plan configuration owners or approvers – Administrators can change a plan configuration owner or approver.

      • Enable the Now Assist Journey generation skill – Enable the Journey generation skill in ServiceNow Otto for HRSD using the AI Admin Hub console.

      • Enable team tasks – Enable team tasks to allow managers to add tasks to the Lifecycle Events activity sets that appear in the Skills widget on the Journey detail page. Enabling this feature gives managers and AI agents the flexibility to tailor journeys to individual employee needs.

      • Create and manage stages – Create and manage stages that are contained inside a plan. Stages contain tasks or to-do lists for managers, mentors, or employees to complete.

      • Add stage configurations – Stages group tasks or to-do lists for managers, mentors, or employees as part of a plan configuration. You must set the stage order and associate the stage with a plan configuration.

      • Create a satisfaction score action – A satisfaction score action triggers a widget to appear to the employee, containing either a URL or request to schedule a meeting, when the specific condition is met.

      • Creating and managing audience-specific templates – Administrators can develop Journey Accelerator templates for customized plans with stages that include user tasks for different audiences.

      • Create and manage action plan task templates – Create and manage the task templates that managers, mentors, and employees can use for their Journey designer plans. Use task templates to provide a consistent and streamlined experience for creating Journey designer plans.

      • Manage to-do templates created by managers in Journey designer – Modify and manage to-do task templates that managers create.

      • Recommended learning in journey configurations – Administrators add relevant learning recommendations to a journey configuration.

      • Add or modify recommended learning in Journey designer – Configure and manage recommended learning for employee journeys.

      • Delete recommended learning in the Journey designer app – Delete recommended learning for employee journey configurations.

      • Configure a solution definition for the journey recommendations – Configure a solution definition to display learning recommendation to users with similar journeys.

      • Configure Journeys for Now Mobile – Configure Journey designer in Now Mobile to enable managers, mentors, and employees to interact with their journeys from their mobile devices.

      • Initiate a learning task from a lifecycle event – When a lifecycle event is triggered, a learning task is created and assigned to the subject person of the case. The task is displayed in the To-dos page in Employee Center.

      • Create a learning template – Create a learning template to simplify the process of creating learning tasks by populating fields automatically.

      • Employee Center (EC) homepage journey tabs widget – The Service Portal Designer contains a library of widgets to add to a service portal. The EC homepage journey tabs widget displays key details related to users’ journeys.

      • Add Journey designer widget – The Journey designer widget is not on the Employee Center home page by default. An administrator must add it.

    • Enable and configure the Pre-hire Experience – Enable access to the Pre-hire experience and configure its components so your organization can use the Journey designer app to facilitate the preboarding process. You must activate and configure the components for the Pre-hire experience so newly hired employees can use the onboarding portal to embark on their first journey.

      • Deactivate an obsolete Lifecycle Events activity – Journey designer customers must deactivate the following Lifecycle Events activity to initiate the process for enabling the Pre-hire experience: Account setup and notification. The Account setup and notification activity must be deactivated so you can use its replacement, a new Lifecycle Events activity that’s designed to support the Pre-hire experience.

      • Activate new Lifecycle Events activities – Journey designer customers must activate the following Lifecycle Events activities to enable support for the Pre-hire experience: Account/role setup and notification and Transition pre-hire to employee. These activities facilitate the transition of roles through which the employee navigates during the preboarding process.

      • Configure the Start onboarding widget – Journey designer administrators can configure the Start onboarding widget to create a banner that’s used for welcoming an onboarding employee to your organization. Administrators can configure the content and design associated with the banner to meet the needs of your organization.

      • Configure the Our culture widget – Journey designer administrators can configure the Our culture widget to enhance the employee’s onboarding experience using rich content. Rich content includes videos, images, or other forms of engaging media to provide the onboarding employee an immersive experience.

      • Configure the Getting started resources widget – Journey designer administrators can configure the Getting started resources widget to provide quick links that give access to internal and external resources. Administrators can provide links to knowledge base articles, catalog items, pages, or other pertinent information that your organization deems beneficial for an onboarding employee.

    • Integrate – Extend the Journey designer application’s capabilities by integrating other applications into the journey experience.

    • Integrating Manager Hub with Journey designer – Integrate Manager Hub with Journey designer to facilitate daily activities among various cross-functional processes and departments, and automate processes such as new hire onboarding.

    • Integrating Microsoft Exchange Online spoke with Journey designer – The Microsoft Exchange Online spoke integration with Journey designer is achieved with Journey Accelerator.

    • Integrating HR Service Delivery Virtual Agent Conversations app with Journey designer – Install the HR Service Delivery Virtual Agent Conversations app to enable Journey designer to send actionable notifications as nudges to employees and managers on configured communications channels.

    • Use – Journey designer enables managers, mentors, and employees to create and manage personalized journeys through configurable templates. It allows users to guide and track individual progress with access to dashboards and reports, while leveraging the Now Assist Virtual Agent for automated support.

    • Plan configuration components – Journey plan configuration template management is a collaborative effort that includes ServiceNow admins, journey template owners, and team experts.

      • Journey designer plan configuration owners – Plan configuration owners create and update plan configurations and publish changes.

      • Update and publish changes to plan configurations – Plan owners update plan configurations and publish the changes for review and approval.

      • Create and update task templates for plan configurations – Plan owners create and update task templates that are used in plan configurations.

      • Add or update stages in a journey plan configurations – Owners add or update the stages in journey plan configurations.

      • Journey designer plan configuration approvers – Plan configuration approvers review and approve plan configurations.

      • Review and approve plan configuration changes – Approvers receive approval tasks to track reviewing, approving, and rejecting changes to a plan configuration.

    • Work with journeys in Employee Center – Managers, employees, and mentors access journeys from the Employee Center (EC).

      • Journey view for a manager – As a manager, here’s how you can view all your journeys and your team’s journeys in Journey designer on the Employee Center portal.

      • Create a journey – Users that are managers and have Modifier [sn_jny.writer] permission create journeys for employees and assign mentors to help with the journey.

      • Create a journey using Now Assist – Create and modify journeys for employees using Now Assist.

      • Activate the Journey Summarization for Managers skill – Activate the Journey Summarization for Managers skill in ServiceNow Otto for HRSD using the AI Admin Hub console. Managers use this generative AI skill to produce and view a summary of an employee’s journey based on the information that appears on the Journey detail page.

      • Summarize a journey with ServiceNow Otto for HR Service Delivery (HRSD) – Managers can instantly summarize the information that appears on the Journey detail page to acquire an overview of an employee’s journey. This summary also reflects the blockers that are impeding the journey’s progress and the steps required to resume the journey’s progress.

      • Cancel Journey Accelerator Journeys – You can now cancel Journey Accelerator only journeys from the Employee Center portal.

      • Create a task template – Journey owners (managers) and mentors create templates of tasks, such as scheduling a meeting or taking a learning course, to assign to employees’ journeys.

      • Add task template to journey – Use task templates to quickly add pre-configured tasks to an employee’s journey, such as scheduling a meeting or taking a learning course.

      • Mentors can modify and manage journeys – Mentors with the appropriate permission can modify journeys and add other mentors.

      • Add, edit, or delete journey quick links – Journey owners and mentors add, edit, and delete quick links in a journey.

      • Journey view for an employee – As an employee with journeys in Journey designer, view your journey overview and tasks associated with that journey in Employee Center.

      • Employees view and complete journeys – Employees have access to the journeys that are assigned to them.

        • Configure task count for your next tasks widget – You can configure how many tasks you want to see in your next tasks widget.

        • View and update your next tasks – View your next tasks using the Your next tasks widget on the My journeys page to understand the next steps in your journey.

      • Manage Journey designer task updates in bulk – Many journeys have similar task types for multiple users. You can update similar task types in bulk for journeys of the same type.

      • Update similar tasks in bulk – Managers, mentors, and other journey participants with access to certain Journey designer task types are able to update similar tasks identified by Journey designer in a single action.

      • Send a personal message to journey users – Journey owners and mentors with the Can add personalized message permission can send a personal message to the employee assigned to a journey.

      • Display recommended learning courses – Enable manager who is creating a journey for an employee, to add relevant learning recommendations for the employee in the Employee Center.

      • Add recommended learning to a journey – Managers and mentors with Can add recommended learning are able to add courses to a journey.

      • Add tasks to an activity set using Journey designer – Add tasks to a Lifecycle Events activity set to personalize an employee’s journey. Adding tasks gives you the flexibility to tailor journeys to individual employee needs without modifying the underlying journey configuration.

      • Journeys on Now Mobile – Journeys are created in the ServiceNow Journey designer application to help employees navigate multi-step transitions, such as onboarding, maternity leave, or an interdepartmental transfer. The Now Mobile application enables users to perform journey-related tasks from the convenience of their mobile device.

    • Journey designer dashboards and reports – Dashboards are configurable graphic displays of key metrics, reports, and other widgets on a single screen.

      • Create and manage Journey designer dashboards – Monitor journeys status and manage the Journey designer dashboards.

      • Journey overview dashboard – Journey Overview is a comprehensive dashboard that allows you to efficiently track and manage ongoing tasks and journeys within the organization.

      • Executive journey view dashboard – Executive-focused dashboard with reports containing information such as the number of employees completing their journeys, SLA breaches, average days to complete journeys, and other metrics executives would be interested in.

    • Now Assist Virtual Agent topics for Journey designer – Complete the Journey designer related tasks from Employee Center using the Now Assist Virtual Agent topics.

    • AI in Journey designer – Use agentic workflows and ServiceNow Otto for HRSD to facilitate and manage employee journeys throughout the different stages of the employee’s career. These workflows, powered by a single or team of AI agents, help your organization by automating procedures for managers while simultaneously curating custom experiences for employees.

    • Generate onboarding ramp-up plan – The Generate onboarding ramp-up plan agentic workflow is an AI-powered solution that helps managers at your organization onboard new employees more efficiently. This workflow uses a team of AI agents to generate team specific and personalized plans for every new hire.

      • Set trigger to Employee Center – Set Onboarding ramp-up trigger to use Employee Center portal in the trigger configuration so the onboarding ramp-up plan workflow is accessible through the portal. Without setting the portal, the trigger will not be visible or usable in the Employee Center portal.

      • Activate Onboarding ramp-up trigger – Enable the Onboarding ramp-up trigger to ensure that the workflow runs at the right time during the employee onboarding. This automates plan generation, reduces manual setup for managers, and improves consistency in onboarding processes.

      • Activate the associated AI skills – Enable the AI skills to allow the system to analyze interview notes and job descriptions, extract keywords, and identify relevant skills. This improves skill gap analysis and ensures accurate, personalized ramp-up plans for new employees.

      • Add Employee Center to the ServiceNow Otto display experience – Enable ServiceNow Otto to appear in Employee Center to converse with AI agents in this agentic workflow.

      • Review and edit onboarding ramp-up plans – Managers working for organizations using the Generate onboarding ramp-up plan agentic workflow can use ServiceNow Otto to review and edit personalized onboarding plans generated by a team of AI agents. Once the manager approves a plan that they reviewed, the corresponding plan is added to the new employee’s onboarding journey.

    • Offboarding knowledge transfer plan generation agentic workflow – The agentic workflow uses AI agents to identify, categorize, and transfer knowledge from departing employees to their managers and team.

      • Add Employee Center to the ServiceNow Otto display experience – Enable ServiceNow Otto to appear in Employee Center to converse with AI agents in this agentic workflow.

      • Configure the AI agent triggers for offboarding to use Employee Center – Add the Employee Center portal to the AI agent trigger configuration used in the offboarding knowledge transfer plan generation agentic workflow. This configuration change enables managers and employees to interact with AI agents through ServiceNow Otto.

      • Activate the Offboarding knowledge transfer trigger – Enable the offboarding knowledge transfer trigger to ensure that the workflow runs at the right time during the employee offboarding process. This trigger automates knowledge discovery and categorization, reduces manual effort for managers, and improves consistency in knowledge transfer processes.

      • Activate the Knowledge transfer record created trigger – Enable the knowledge transfer record created trigger to ensure that the employee review workflow runs after a knowledge transfer record is generated. This trigger allows departing employees to review and approve auto-generated knowledge transfer content before sharing with their manager.

      • Activate the AI skill for offboarding – Enable the AI skill associated with the offboarding knowledge transfer plan generation agentic workflow. This skill supports automated knowledge discovery and categorization during the knowledge transfer process.

      • Generate offboarding knowledge transfer plans using ServiceNow Otto – Managers working for organizations using the offboarding knowledge transfer plan generation agentic workflow can use to initiate a knowledge transfer request for departing employees. Once the manager confirms the request, an AI agent automatically discovers and categorizes the employee’s documents into a structured knowledge transfer summary.

      • Review offboarding knowledge transfer summaries using Now Assist – Departing employees working for organizations using the offboarding knowledge transfer plan generation agentic workflow can use Now Assist in Virtual Agent to review and approve AI-generated knowledge transfer summaries. Once the employee approves the summary, it’s shared with the manager and designated team members.

    • Journeys in EmployeeWorks Web App – Employee Journey Management (EJM) brings journeys and lifecycle events into EmployeeWorks Web App Base, ServiceNow’s conversational employee experience platform, so employees and managers can view, navigate, and complete journeys without leaving EmployeeWorks Web App Base.

      • View journey details in Employee Works – View the stages and tasks of a journey or lifecycle event on the Journey Details page Overview tab in Employee Works.

      • Journey Details page header inEmployeeWorks Web App Base – The Journey Details page header shows the journey or lifecycle event’s status, progress, and participant information, and can be expanded or collapsed.

      • View upcoming tasks on the Journey Details page in Employee Works – View and filter your next actionable tasks for a journey or lifecycle event case from the Up Next tab on the Journey Details page in Employee Works.

      • View journey activity and add comments in Employee Works – View the chronological activity history for a journey or lifecycle event case, and add comments, from the Activities tab on the Journey Details page in Employee Works.

      • Add and view attachments on a journey in Employee Works – Upload, view, and download attachments on a journey or lifecycle event case from the Journey Details page in Employee Works.

      • Persona-based journey status and progress in Employee Works – In Employee Works, a journey’s status and progress are calculated separately for each participant, based only on the tasks assigned to that participant.

      • Persona precedence in Employee Works journeys – When a user is both the subject person and the opened-for user on a journey or lifecycle event case, Employee Works shows them the employee view.

      • Use the Journeys widget on the Employee Works home page – View your active journeys and lifecycle events, and your team’s journeys if you’re a manager, from the Journeys widget on the Employee Works home page.

      • Find and filter journeys on the Journey List page – Search, filter, and page through your journeys and lifecycle event cases, and your team’s journeys if you’re a manager, on the Journey List page in Employee Works.

      • Find journeys and lifecycle events in your Inbox in Employee Works – View your active journeys and standalone lifecycle event cases in the My Requests section of the Employee Works Inbox.

      • Navigate from a task to its journey in Employee Works – Open the journey or lifecycle event details behind a task directly from that task in Employee Works.

      • Journey Accelerator task types in Employee Works – Supported Journey Accelerator (JA) task types are surfaced correctly in Employee Works To-Dos. You can open a JA task of a supported type from To-Dos, which opens the corresponding task record page, and complete it within Employee Works.

      • Pre-hire onboarding experience in Employee Works – Pre-hire users can access onboarding-related experiences and complete assigned onboarding tasks in Employee Works before their start date.

    • Reference – Reference topics provide additional information about the lists and forms that you use to configure and use Journey designer..

    • Task template fields – To make a task template, fill in the task template fields.

    • Journey designer Journey Configuration fields reference – A journey configuration requires several fields to be completed or selected.

    • Journey designer Model task fields – Managers create to-do tasks that are saved as templates. The templates are stored as a Journey designer Model Task.

    • Journey designer version 2 plan configuration fields – These fields are for Journey designer version 2 plan configurations.

    • Journey designer header configuration fields reference – Journey designer headers can be configured for different journeys so that the different users can have a unique view for their role in the journey.

    • Journey designer user permissions reference – Administrators can configure the user permissions for different Journey designer journey configurations.

    • Journey designer journey template reference – The journey template page has information that is useful to the plan configuration owner.

    • Components installed with Journey designer – Several types of components install with the activation of the Journey designer application, including user roles and tables.

  • Journey Accelerator – Administrators can use the ServiceNow Journey Accelerator application to create templates for plans and to-do tasks. Managers then use the templates to create and publish customized plans for key employee transitions. Managers, employees, and mentors can access the plans from the Employee Center (EC).

    • Explore – Learning about how to use Journey Accelerator application to create templates for plans and to-do tasks. How Managers can use the templates to create and publish customized plans for key employee transitions. Managers, employees, and mentors can access the plans from the Employee Center

    • Journey Accelerator versions and release compatibility – Available features depend on the Journey Accelerator version, family release, and application-specific features.

    • Configure – Install the Journey Accelerator [sn_ja] application to enable your users to easily create and manage transition plans.

    • Verify the Journey Accelerator installation – Verify the installation and updates are correctly applied for the Journey Accelerator application by using demo data.

    • Modify a scheduled job for Publish Journey Accelerator plans – Update the Publish Journey Accelerator plans job. The job evaluates a plan’s publish date to determine when to publish the plan.

    • Configure action plan access in the Employee Center – Add or change the header menu labels. Or, update the My active items list link used to access action plans in the Employee Center user interface.

      • Update the Employee Center theme – Install the Employee Center app from the ServiceNow Store to update the EC UI theme.

      • Add a Journey Accelerator action plan link to My Active Items list – Add a menu item for Journey Accelerator action plans to the header menus in the Employee Center.

      • Create an Employee Center activity configuration – Create or modify an activity configuration to define how the Employee Center handles application links in My active items.

      • Add a Journey Accelerator action plan menu to the Employee Center – Add a list item for Journey Accelerator action plans to the My active items list in the Employee Center.

    • Creating and managing audience-specific Journey Accelerator templates – Administrators can develop Journey Accelerator templates for customized plans with stages that include user tasks for different audiences.

      • Create and manage Journey Accelerator plan types – Create plan types to manage the top-level classification for stages and tasks in a Journey Accelerator plan.

      • Enable automatic action plan creation – You can configure the Create Journey Accelerator Action Plan template so that a plan is automatically created from a lifecycle event.

      • Activate the Create a new action plan for your employee activity – Set activities in Lifecycle Events to active to enable the activity to process fulfillment and closure of related events and activities.

      • Customize and manage Journey Accelerator plan headers – Create customized plan headers for different plan types based on user roles.

      • Customize field labels in a Journey Accelerator plan header – Customize the labels for fields that are available in the Journey Accelerator Plan [sn_ja_plan] table so that users have a customized and consistent experience. You can use customized plan headers for different plan types.

      • Create and manage Journey Accelerator stages – Create and manage stages that are contained inside the Journey Accelerator plan. Stages contain tasks or to-do lists for managers, mentors, or employees to complete.

      • Create and manage action plan task templates – Create and manage the task templates that managers, mentors, and employees can use for their Journey Accelerator plans. Use task templates to provide a consistent and streamlined experience for creating Journey Accelerator plans.

      • Manage to-do templates created by managers – Modify and manage to-do task templates that managers create.

      • Create and manage Journey Accelerator plan configurations – Create and manage plan configurations that are based on a plan type. Plan configurations are customized for specific employee audiences.

      • Managing existing Journey Accelerator plans created by managers – Plan owners make updates to Journey Accelerator plans only from the Employee Center portal. Administrators should not change existing individual plans.

    • Configure and manage the Action Plan Guided Tour for Journey Accelerator – As an administrator [admin] or a guided tour administrator [guided_tour_admin], you can manage and update the Action Plan Guided Tour for Journey Accelerator.

    • Journey Accelerator integrations – Extend Journey Accelerator capabilities by integrating other application into the Journey Accelerator experience.

      • Microsoft Exchange Online setup for Journey Accelerator – By integrating the Journey Accelerator scheduling feature with the Microsoft Office 365 calendar function, users can schedule plans and to-do tasks.

      • Update system properties for Microsoft Exchange Online in the Journey Accelerator app – Update the Journey Accelerator app system properties to use with Microsoft Exchange Online features support by Journey Accelerator.

    • Use – Managers, employees, and mentors can access the Journey Accelerator plans through the Employee Center (EC).

    • Monitor Journey Accelerator plans – Monitor plans and to-do tasks from the Journey Accelerator dashboard.

    • Create and track plans for your employees – Create and manage employee transition plans by using Journey Accelerator templates. You can use role-based plans to create consistent plans for different roles on your team.

      • Edit existing Journey Accelerator plans – Edit existing Journey Accelerator plans by adding, removing, or rearranging stages and tasks to meet the needs of the employee and your team.

      • Manage action plan to-do tasks and create templates – Create, modify, and manage to-do tasks for employees and mentors as part of your management responsibilities.

      • Add or modify an action plan to-do – Create, modify, and save to-do tasks as part of an action plan. To-dos are assigned to employees, mentors, or managers to complete.

    • Employees view and complete action plans – View, manage, and track your action plan progress from the Employee Center portal.

    • Mentor employees by using a Journey Accelerator plan – Mentor employees that are assigned to you and view or edit employee plans depending on your permission type.

    • Reference – Reference topics provide additional information about the lists and forms that you use to configure and use Journey Accelerator .

    • Journey Accelerator task template fields – To make a task template, fill in the Journey Accelerator task template fields.

    • Journey Accelerator Model Task fields – Managers create to-do tasks that are saved as templates. The templates are stored as a Journey Accelerator Model Task.

    • Action plan to-do task fields – The to-do form contains fields that a manager uses to customize tasks for employees and mentors to complete as part of a transition plan.

    • Components installed with Journey Accelerator – Several types of components install with the activation of the Journey Accelerator application, including user roles and tables. There are also dependencies on other features or apps.

  • Lifecycle Events – Lifecycle Events enable the fulfillment of HR cases that are related to various employee journeys and transitions.

    • Exploring Lifecycle Events – Lifecycle Events enables you to automate the fulfillment of HR cases such as new hire onboarding.

    • Lifecycle event dashboards – Use lifecycle event dashboards to gain visibility into active lifecycle event and onboarding cases.

    • Configuring Lifecycle Events – Plan and configure Lifecycle Events.

    • Activate Lifecycle Events for Enterprise – You can activate the Human Resources Scoped App: Lifecycle Events for Enterprise plugin [com.sn_hr_lifecycle_ent] if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.

    • Activate Lifecycle Events – You can activate Human Resources Scoped App: Lifecycle Events [com.sn_hr_lifecycle_events] if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.

      • Lifecycle event script includes and APIs – Script includes call workflows within Lifecycle Events.

      • Lifecycle Events workflows – The HR Activity Set Launcher workflow drives the entire lifecycle event process. Associated workflows drive each of the activity sets within a lifecycle event.

    • Migrate Lifecycle Events workflows – Lifecycle Events customers upgrading from the Washington DC or Xanadu release to the Yokohama release can use a system property to define the workflow technology that the Lifecycle Events app uses for its base system workflows.

    • Using Lifecycle Events – Use Lifecycle Events to automate the fulfillment of HR cases such as new hire onboarding.

    • Building a lifecycle event – Lifecycle events enable you to automate the fulfillment of HR cases such as new hire onboarding.

      • Document the lifecycle event process – Define and document the lifecycle event process. Lifecycle events are generally cross-departmental and require action from different departments.

      • Configure the supporting components for a lifecycle event – Configure the supporting components for a lifecycle event. Lifecycle events are a collection of activities. For each activity, you must identify and configure the underlying components that support it, such as HR task templates, order guides, catalog items, and HR services. You must also identify and configure the relevant owning groups, activity types, and audience records.

      • Configure an owning group for a lifecycle event – Create or modify an owning group to define the user group that owns a lifecycle event activity. Each owning group is responsible for overseeing the activities that fall under their purview.

      • Configure an activity configuration for a lifecycle event – Create or modify an activity configuration to define the fulfillment process and conditions for closure for a lifecycle event activity.

      • Configure a schedule content template – Create or modify a schedule content template to deliver content as part of a lifecycle event. Each template must be associated with the Schedule Content [sn_cd_content_visibility] table, and you can configure the template for mobile content, portal content, notification content, or to-do content.

      • Configure a lifecycle event – Build a lifecycle event and its associated activity sets and activities with the lifecycle event builder.

      • Configure a lifecycle event activity set – Create or modify a lifecycle event activity set to define a container for a group of activities.

      • Lifecycle Events evaluation interval – There is a mechanism available to ensure timers within a workflow trigger automatically rather than wait for the evaluation interval to trigger.

        • Use Condition with Event BR (Demo) activity set – You can trigger activity sets using an event that is included in the Condition with Event BR (Demo) activity set or you can create and use server-side code (business rule, event script, scheduled job, etc.) that triggers the check_activity_set_trigger event into the HR Activity Set Trigger Check workflow.

        • Use Condition with Event BR (Demo) business rule – You can view and use the Condition with Event BR (Demo) business rule to trigger an evaluation of your activity set faster.

        • Change the evaluation interval default wait time – As an administrator, you can change the default time that an activity set waits before the activity set is evaluated.

        • Configure a Lifecycle Events trigger for activity sets – Create triggers for activity sets in Lifecycle Events.

        • Lifecycle Events activity set trigger types – Administrators can configure activity set triggers to make activities in an activity set available.

        • Lifecycle Events activity set progress optimization – Ensure that the activity sets you have defined for Lifecycle Events progress seamlessly through completion when they meet the conditions to be triggered for a Lifecycle Events case.

        • Lifecycle Events triggers and workflow reference – Information about Lifecycle Events triggers and workflow.

      • Configure a lifecycle event activity – Create or modify a lifecycle event activity. Lifecycle Events activities can be approvals, employee tasks, fulfiller activities, notifications, flows, content, or activity containers.

        • For an approval – Create or modify a lifecycle event activity. Lifecycle Events activities can be approvals, employee tasks, fulfiller activities, notifications, flows, content, or activity containers.

        • For an employee task – Create or modify a lifecycle event activity. Lifecycle Events activities can be approvals, employee tasks, fulfiller activities, notifications, flows, content, or activity containers.

        • For a fulfiller activity – Create or modify a lifecycle event activity. Lifecycle Events activities can be approvals, employee tasks, fulfiller activities, notifications, flows, content, or activity containers.

        • For a notification – Create or modify a lifecycle event activity. Lifecycle Events activities can be approvals, employee tasks, fulfiller activities, notifications, flows, content, or activity containers.

        • Flow activity parameters – Create or modify a lifecycle event activity. Lifecycle Events activities can be approvals, employee tasks, fulfiller activities, notifications, flows, content, or activity containers.

        • For a flow – Create or modify a lifecycle event activity. Lifecycle Events activities can be approvals, employee tasks, fulfiller activities, notifications, flows, content, or activity containers.

        • Configure activity field mapping – Create or modify a lifecycle event activity. Lifecycle Events activities can be approvals, employee tasks, fulfiller activities, notifications, flows, content, or activity containers.

        • For content – Create or modify a lifecycle event activity. Lifecycle Events activities can be approvals, employee tasks, fulfiller activities, notifications, flows, content, or activity containers.

        • For an activity container – Create or modify a lifecycle event activity. Lifecycle Events activities can be approvals, employee tasks, fulfiller activities, notifications, flows, content, or activity containers.

        • For a pulse survey – Create or modify a lifecycle event activity. Lifecycle Events activities can be approvals, employee tasks, fulfiller activities, notifications, flows, content, or activity containers.

        • Moving an activity within an activity set – Create or modify a lifecycle event activity. Lifecycle Events activities can be approvals, employee tasks, fulfiller activities, notifications, flows, content, or activity containers.

        • Reorder a life cycle event activity – Create or modify a lifecycle event activity. Lifecycle Events activities can be approvals, employee tasks, fulfiller activities, notifications, flows, content, or activity containers.

        • Triggering an activity from upstream activities – Create or modify a lifecycle event activity. Lifecycle Events activities can be approvals, employee tasks, fulfiller activities, notifications, flows, content, or activity containers.

      • Configure the rescind process for a lifecycle event – Cancel and revert work done in a lifecycle event case with the rescind process. Rescind activities can be defined to notify employees and departments when a case is rescinded, trigger automated flows, and revert work already completed, such as the provisioning of equipment or the setting up of a workplace.

      • Configure an HR service for a lifecycle event – Create a corresponding HR service so that the lifecycle event can be requested for service. For example, the lifecycle event for New Hire Onboarding has a corresponding HR service also named New Hire Onboarding. When an HR case for that HR service is created, the HR case will be fulfilled by the associated lifecycle event.

      • Configure an HR service for a journey – Create a corresponding HR service so that the lifecycle event can be requested for service as part of an employee’s journey.

      • Using the Test Activity Sets tool for a lifecycle event activity set – Use the lifecycle event test tool to thoroughly test a lifecycle event before launching it.

      • Preview and test a lifecycle event – Preview and test a lifecycle event for different audience types. You can preview a lifecycle event to validate which activities will trigger or not for a particular audience. You can then create a test lifecycle event case for different users and select which activities to include or exclude in your test.

      • Select a Lifecycle Event for Now Mobile – Select the Lifecycle Event that you want to use with Now Mobile. When an onboarding case for that event type is created, the new hire completes the to-dos that are associated with that case.

    • Lifecycle Events employee requests – You can create and track requests that are opened by users from within Lifecycle Events so that your users don’t have to create a new HR case or request. Requests from your users can be either an HR service or a catalog item.

      • Configure Lifecycle Events employee requests – Enable your managers and employees to open employee requests directly from Lifecycle events so that they don’t have to create a new HR case or request.

      • Verify Lifecycle Events Employee requests configuration – Use the Preview and Test capabilities to verify that the employee request activity has been configured correctly.

      • Create a Lifecycle Events Employee Request from the Employee Center – Enable your users to create common requests from Lifecycle Events so that they don’t have to create a new HR case or request. When your users open a request, any related cases and tasks are automatically associated with the parent event.

    • Lifecycle Events logging – Lifecycle Events supports logging to capture events that occur in a Lifecycle Events case. Organization administrators can use the event logs that are generated to identify errors or to acquire information about the processes that ran in a Lifecycle Events case.

      • Enable logging for Lifecycle Events – Use the sn_hr_le.log_level system property to enable logging for Lifecycle Events. The log entries that are generated can be used to identify errors or to acquire pertinent data about the processes that ran in a Lifecycle Events case.

      • View log entries for a Lifecycle Events case – View the log entries associated with a Lifecycle Events case to acquire pertinent information about the processes that ran and to identify any errors that surface. The error logs can be used as a tool to diagnose problems and effectively troubleshoot the root cause of an issue that is adversely affecting a Lifecycle Events case.

    • Clone a lifecycle event – Clone a lifecycle event and its associated activity sets and activities with the lifecycle event builder.

    • Create an HR case for a lifecycle event – Create a lifecycle event case. A lifecycle event case is an HR case that is fulfilled by a lifecycle event. For example, the HR service for New Hire Onboarding is fulfilled by the lifecycle event for New Hire Onboarding.

      • Ad hoc cases and tasks for lifecycle event cases – You can add an ad hoc task or case to an active lifecycle event case and associate it to a specific activity set. When tasks are added they appear for the subject person under My Tasks or the Review your work in the Employee Center or Employee Center Pro.

      • Create an ad hoc case or task – You can add an ad hoc task or case to an active lifecycle event case and associate it to a specific activity set. When tasks are added they appear for the subject person under My Tasks or the Review your work in the Employee Center or Employee Center Pro.

      • Monitor the status of a lifecycle event case – Monitor the status of a lifecycle event case with activity set execution contexts. You can monitor the state of each activity set in a lifecycle event case. You can further monitor the state of the individual activities. You can also report on the activity set contexts table in conjunction with the HR case table.

      • Resume a lifecycle event case – Resume a lifecycle event case after a workflow error or workflow timeout.

    • Filter lifecycle event activities – Filter lifecycle event activities by activity type, owning group, audience, and rescind. You can also search for individual activities by name.

    • Support multiple jobs in a lifecycle event – Use the Jobs table to create lifecycle event cases where you can specify which job the case pertains to.

    • Configure the UI of the lifecycle event builder – Customize the appearance of the lifecycle event builder. You can change the colors of the different activity types, as well as change the color and size of the activity set columns.

    • Lifecycle Events reference – Reference content helps administrators and users understand the installed components of an application and how those components interact.

    • Lifecycle event properties – Lifecycle event properties control the behavior of lifecycle events. You can set the duration of the activity set closure time in hours.

    • Components installed with Lifecycle Events for Enterprise – Several types of components are installed with the activation of the Human Resources Scoped App: Lifecycle Events for Enterprise plugin [com.sn_hr_lifecycle_ent] plugin, including user roles and tables.

    • Components installed with Lifecycle Events – Several types of components install with the activation of the Human Resources Scoped App: Lifecycle Events [com.sn_hr_lifecycle_events] plugin, including tables and user roles.

  • Lifecyle events for enterprise – The Lifecyle events for enterprise application supports automation of onboarding and other employee lifecycle events.

    • Understanding Lifecyle events for enterprise – Use Lifecyle events for enterprise to automate the fulfillment of employee lifecycle events such as new hire onboarding, offboarding, relocation, promotion, parental leave, and more. Lifecycle events are a collection of activities organized into activity sets to comprise an employee experience.

    • Install Lifecyle events for enterprise – Install Lifecyle events for enterprise and related applications.

    • Business roles – Business roles enable you to automatically provision applications to employees through licensed identity provider (IDP) services. If you are subscribed to HR Service Delivery, preconfigured integrations for select systems may be available to use.

    • Configure a business role – Create or modify a business role based on job function, geography, and so on.

    • Update the assign_business_roles_catalog system property – The assign_business_roles_catalog system property enables you to assign business roles to users through a catalog item as part of a lifecycle event, and is included with the Lifecycle Events for Enterprise [com.sn_hr_lifecycle_ent] plugin. If you are using a custom catalog item with your lifecycle event, you must update the system property with the sys id of that item.

    • Lifecyle events for enterprise integrations – Extend Lifecyle events for enterprise capabilities by integrating other application into the journey experience.

    • Okta integration for new hire onboarding – Automatically provision relevant applications for new hires as part of the onboarding process with the Okta integration. This integration requires the Okta spoke v1.1.1 in IntegrationHub, and is configured to work with the lifecycle event for new hire onboarding that is included as demo data with the Human Resources Scoped App: Lifecycle Events for Enterprise [com.sn_hr_lifecycle_ent] plugin.

      • Set up the Okta integration for new hire onboarding – To set up the Okta integration for new hire onboarding, you must first set up the Okta spoke v1.1.1, next fetch the Okta groups into your instance, and last configure the required business roles.

    • Microsoft Entra ID integration for new hire onboarding – Automatically provision relevant applications for new hires as part of the onboarding process with the Microsoft Entra ID integration. This integration requires the Microsoft Entra ID spoke in IntegrationHub, and is configured to work with the lifecycle event for new hire onboarding that is included as demo data with the Human Resources Scoped App: Lifecycle Events for Enterprise [com.sn_hr_lifecycle_ent] plugin.

      • Set up the Microsoft Entra ID integration for new hire onboarding – To set up the Microsoft Entra ID integration for new hire onboarding, you must first set up the Microsoft Entra ID spoke, next configure the remote directory sync to fetch the groups into your instance, and last configure the required business roles.

    • Sailpoint integration for new hire onboarding – Provide relevant applications for new hires automatically as part of the onboarding process with the Sailpoint integration.

  • Case and Knowledge Management – The Case and Knowledge Management application enables you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests, which helps to improve HR efficiency and services over time.

  • Explore – HR Case and Knowledge Management pulls together many HR case related features.

    • Understanding Case and Knowledge Management – Case and Knowledge Management for the scoped version of HR benefits your enterprise by automating standard HR processes within your organization that support relationships between employees and the HR department.

  • Configure – Install the plugin and configure features to enable HR agents to work on requests.

    • Activate plugin – You can activate Human Resources Scoped App: Core [com.sn_hr_core] if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.

    • Guided setup for HR Service Delivery – Run the guided setup to complete the relevant tasks for getting started with the HR Scoped application.

    • HR Administration – Administer the Case and Knowledge Management application to improve HR efficiency and make it easier for employees to get the services they need.

    • HR properties – HR properties control the behavior of HR Service Delivery.

    • Configure how HR cases are created – Modify how search results for an employee appear and configure the default HR case creation form.

    • Application view of HR catalog – The Application View provides an aerial view of your HR catalog. The Application View allows you to view your catalog with all categories and items and ensure that it is set up correctly.

    • HR notifications – Notifications are reminders that are created using email templates and sent out for Lifecycle Event Activities and HR Services.

      • Add or modify email content for notifications – Use the Email Content form to create notification templates to alert the assigned to of an HR task when a due date is approaching.

      • Email notification layout – Use the email notification layout and template shipped with the Employee Experience Foundation (com.snc.sn_ex_emp_fd) plugin to deliver HR notifications. Apply the layout to email notifications to elevate the look and feel, and deliver branded notifications.

    • Collect employee input – Collect employee input without creating additional case records or adding new fields to existing tables with employee forms.

      • Create an employee form – Create or modify an employee form so that you can collect employee input. Configuration of the employee form is a three-part process. First, create the employee form record. Second, use the survey designer to build one or more questions for the employee form. Third, you can map questions from the employee form to corresponding fields on a target table.

      • Create HR criteria record – Create an HR criteria record for an employee form based on the employee answers stored in the Metric Result [asmt_metric_result] table.

    • HR criteria – HR criteria defines the audience for HR content, services, or cases. You can make information available to or create an HR case for specific groups, individuals, or to all employees using HR criteria.

      • Configure an HR criteria record – HR criteria defines the audience for HR content, services, or cases. You can make information available to or create an HR case for specific groups, individuals, or to all employees using HR criteria.

    • HR surveys – HR Surveys let users rate their satisfaction with HR case resolution, and provide management with feedback to improve HR processes.

      • Add or modify an HR survey – You can modify the predefined HR satisfaction surveys to suit the needs of the organization, and create HR surveys.

      • Add or modify HR survey categories and questions – When an HR survey definition is created, a survey category is automatically added. You can create questions that are associated with this category or define another category for questions.

      • Publish a HR survey – Publish a new survey so users can complete it.

      • Add a trigger condition for an HR survey – When you create an HR survey, you can add a trigger condition to specify when the survey is sent and to whom.

    • Managed lists – You can use the Managed Lists module to view and manage administrative areas like departments, locations, positions, and details about HR services.

      • Add or modify departments – You can use departments to categorize users. Departments are assigned to an employee user profile, and are synchronized to the HR profile.

      • Add or modify locations – If your company has multiple offices, location records store the address and contact details for each site, and are assigned in the employee HR profile and user records. The location of an HR agent can be used for automatic assignment of HR cases.

      • Add or modify employee positions – As part of the Human Resources setup process, you define positions to describe employee job functions within the organization. Positions are associated with employees in the HR profile.

      • Add or modify employee relationships – As part of the Human Resources setup process, you define relationships to describe how contacts and beneficiaries are related to employees.

      • Add or modify benefit types – Benefit types are benefits offered by your company and the associated table.

      • Add or modify benefit plans – You can add or modify a benefit plan and provider using the Benefit Plan for under Managed Lists. The plan name is a combination of the provider and plan type.

      • Add or modify disciplinary issue types – Disciplinary issue types are misconduct that can trigger a disciplinary action.

      • Add or modify disciplinary warning types – A disciplinary warning type is the method used to communicate or the action taken as a result of a disciplinary type.

      • Add or modify HR systems – You can add or modify an HR operations system using the HR Administration module.

      • Add or modify HR report frequencies – HR operations report frequencies determines how often reports are generated.

      • Add or modify HR report types – Report types define the category of information that appears in an HR operational report.

      • Add or modify visa categories – You can add or modify a visa category using the HR Administrations module.

    • HR Knowledge Management – HR knowledge management allows the enterprise HR department to provide employees with a searchable knowledge base of HR policies, procedures, and other articles. By sharing information with employees, HR can reduce the time spent answering routine questions and enable employees to find answers that are relevant to them.

      • Create an HR knowledge article – Create or modify a knowledge article within an HR knowledge base to share HR information across your organization.

      • Attach knowledge articles to an HR case – Attach one or more knowledge articles to an HR case to help process that record. For example, you can attach an article about the company dress code policy when an HR case is submitted that asks about wearing shorts to work.

      • Knowledge blocks for HR knowledge management – You can use knowledge blocks with HR Service Delivery to simplify knowledge authoring for writers and knowledge consumption for readers.

    • HR services – HR services are the requests and assistance an HR organization provides its employees, such as benefits enrollment, direct deposit setup, and requests for relocation assistance.

      • HR Centers of Excellence data model – Organize HR data, services, and processes by functional discipline with the HR Centers of Excellence (COEs) data model.

      • HR service categorization – HR services are categorized under one of the HR Centers of Excellence (COEs), which are part of a data model that organizes HR data, services, and processes by functional discipline.

        • Enable or disable an HR Center of Excellence (COE) – Enable or disable an HR Center of Excellence (COE) for use. COEs are tables that extend the HR Case [sn_hr_core_case] table and part of a functional discipline, such as total rewards or talent management. COEs are also part of HR services that contain topic category and detail.

        • Configure an HR topic category – Create or modify an HR topic category to define the first-level of categorization for HR services. Each topic category is associated with a single HR Center of Excellence (COE).

        • Configure an HR topic detail – Create or modify an HR topic detail to define the second-level of categorization for HR services. Each topic detail is associated with a single topic category and HR Center of Excellence (COE).

        • Configure COE security policies – Use COE Security Policy configuration to allow specific groups read or write access to HR cases under a specific COE.

        • Create COE security – Place security on a COE to prevent a group from accessing another group’s cases.

        • Use COE Security Diagnostics – Enable HR administrators to determine how the COE (HR Centers of Excellence) security policies are evaluated for HR agents.

      • HR service configuration – HR services are the requests and assistance an HR organization provides its employees. You can configure an HR service to define the request to fulfillment process for that case type.

      • Configure an HR service – Create or modify an HR service to define the request to fulfillment process for that case type. Examples of HR services include benefits enrollment, direct deposit setup, and background check requests by third-party providers.

        • Configure a service activity for an HR service – If the fulfillment type of an HR service is set to Service Activity, configure one or more service activities. Service activities can be approvals, tasks, or child HR services.

        • Configure an approval – Configure a service activity that is an approval. Approvals require one or more users to approve the case before it can proceed.

        • Configure a task – Configure a service activity that is a task.

        • Configure a child HR service – Configure a service activity that is a child HR service.

        • Configure the HR case creation form for an HR service – Configure the fields that appear on the HR case creation form for an HR service.

        • Configure HR case form – Configure the fields that appear on the HR case form for an HR service.

        • HR case form configuration examples – Configure the fields that appear on the HR case form for an HR service.

        • Add a custom column (field) to an HR table – You can add custom columns (fields) to an HR table.

      • Configure an HR case template – Create or modify an HR case template for an HR service to automatically populate fields on the HR case form when a request for that service is made.

      • Configure a record producer for an HR service – Make an existing HR service available for employee self-service by adding it to the HR service catalog.

      • HR service catalog management – Enable employees to request HR services such as benefits updates, travel visas, or paycheck inquiries through the HR service catalog.

      • HR service catalog categorization – HR catalog items in the HR service catalog are organized into categories. The categories define the organizational structure for the catalog so that employees can more easily browse and request the HR services they need.

        • Create an HR catalog category – HR catalog items in the HR service catalog are organized into categories. The categories define the organizational structure for the catalog so that employees can more easily browse and request the HR services they need.

        • Edit an HR catalog category – HR catalog items in the HR service catalog are organized into categories. The categories define the organizational structure for the catalog so that employees can more easily browse and request the HR services they need.

        • Assign or remove HR catalog items from a category – HR catalog items in the HR service catalog are organized into categories. The categories define the organizational structure for the catalog so that employees can more easily browse and request the HR services they need.

        • Assign or remove categories for an HR catalog item – HR catalog items in the HR service catalog are organized into categories. The categories define the organizational structure for the catalog so that employees can more easily browse and request the HR services they need.

      • HR catalog item configuration – HR catalog items are the HR services that your organization makes available for employees to request directly from the HR service catalog.

        • Create an HR catalog item – Create an HR catalog item so employees can request HR services through self-service. This automatically creates the HR service, record producer, and case template.

        • Edit the record producer for an HR catalog item – Edit the record producer for an HR catalog item to define the required fields and how the item appears in the HR service catalog to employees.

        • Edit the HR case template for an HR catalog item – Edit the HR case template for an HR catalog item to automatically populate fields on an HR case form when a request for that item is made.

        • Link knowledge articles or managed documents – Link knowledge articles or managed documents to an HR catalog item so that employees can refer to the articles or documents when requesting the service through the HR service catalog.

      • HR fulfillment instructions – HR fulfillment instructions provide focused and targeted information on how an agent can complete an HR case faster and more efficiently for HR Service Delivery Agent Workspace and legacy HR Case Management.

      • Configure HR fulfillment instructions – Use HR fulfillment instructions to provide focused and targeted instructions for an HR case.

      • HR templates – HR templates allow you to automatically populate fields on an HR case or task form. You can configure HR templates for HR services, HR catalog items, HR service activities, and lifecycle event activities.

      • Configure an HR task template – Create or modify an HR task template to automatically populate fields on the HR task form when that task is generated. You can configure an HR task template for an HR service or lifecycle event activity.

    • Manage HR roles – Roles control access to features and capabilities in modules in the HR application.

      • Remove HR roles from IT Admins – Remove the HR Administrator role from IT System Administrator to prevent access to sensitive HR information.

      • Add delegated developer role – For an HR Administrator [sn_hr_core.admin] to perform some platform duties, the delegated developer role must be added.

      • Manage HR Groups – HR Groups are a set of users with common job skills.

      • HR skills management – Your organization can define HR skills to establish the qualifications of HR staff. Skills can be included in the auto-assignment process used to assign HR agents to HR cases and tasks.

      • Assign an HR skill to a group – When you assign skills to HR groups, all members of the group inherit the skills and any child skills.

      • Add or modify an HR skill – You can create HR skills and assign them to HR staff to assist with the auto-assignment of HR cases and tasks.

      • Assign an HR skill to a user – You can assign skills to HR users to facilitate the auto-assignment of HR cases and tasks.

      • Configure escalation rules for HR cases – Create escalation rules to automatically route HR cases from one tier to another based on agent skills and workload.

      • Client roles – You can control what HR functionality that an employee can access using Client Roles. You can license all employees or provide HR services to users in a specific location or group.

      • Client role assignment rules – Use Client Role Assignment Rules to automatically assign or reassign a role to an employee.

    • HR Service Delivery case assignment – HR cases can be automatically assigned to your agents via an HR case template, assignment and matching rules, or advanced work assignment (AWA).

      • Advanced Work Assignment (AWA) for HR Service Delivery – Use the ServiceNow Advanced Work Assignment for HR Service Delivery feature to automatically assign HR cases to agents based on availability, capacity, and skills.

      • Assignment and matching rules in HR – The base system uses the automatic case assignment feature to assign an HR case to an agent. It attempts to assign an agent with the least number of cases assigned, has the skills required by the case, and matches the location of the subject person.

      • Add or modify an HR assignment rule – Assignment rules are used to assign the HR group when it is not assigned from the catalog item template. You can create HR assignment rules as needed.

      • Test an assignment rule – You can test a new assignment rule to verify that it works as intended.

      • Add or modify a matching rule – You can add or modify a matching rule to assign HR cases to specific users or groups.

    • Labor unions – Use Labor Unions to define the details about unions within your company.

      • Create a labor union – Create a union with details that identify it.

      • Create a local chapter – Use Local Chapters to set up and track the chapters of your union. Local chapters are children to labor unions.

      • Create union contacts – Union Contacts track the people who work for a union or local chapter organization.

      • Create employee union memberships – Use Employee Union Membership to input and track your union employees. Creating union memberships allows you to gain visibility into employee membership through an HR profile and target content or tasks through HR criteria.

      • Components installed with Labor Unions – Tables and roles related to the Labor Unions module.

    • Configure an HR badge – Use Badges to create or modify visual indicators that provide quick insights into important attributes of employees, cases, or assigned users, such as organization, role, status, or special conditions on the HR Ticket page.

    • Response templates for HR Service Delivery – You can use response templates with HR Service Delivery to resolve cases faster and more efficiently.

      • Components installed with response templates – You can use response templates with HR Service Delivery to resolve cases faster and more efficiently.

      • Manage HR response templates – You can use response templates with HR Service Delivery to resolve cases faster and more efficiently.

      • Create a response template channel – You can use response templates with HR Service Delivery to resolve cases faster and more efficiently.

      • Copy a response template to an HR case – You can use response templates with HR Service Delivery to resolve cases faster and more efficiently.

    • HR synonym dictionary – HR Service Delivery provides a Synonym Dictionary that helps expand text searches with additional keywords.

    • HR security – HR Service Delivery provides Restricted Caller Access, Encryption Support, and Edge Encryption security features.

      • Restricted caller access for HR – HR Service Delivery provides Restricted Caller Access, Encryption Support, and Edge Encryption security features.

      • Document encryption – HR Service Delivery provides Restricted Caller Access, Encryption Support, and Edge Encryption security features.

      • Edge encryption – HR Service Delivery provides Restricted Caller Access, Encryption Support, and Edge Encryption security features.

    • HR chat from lists and forms – You can chat with employees about their HR services request from any HR list or form in HR Service Delivery.

      • Manage the HR chat queue – You can configure the HR department chat queue and review the chat records to measure how well employees are being assisted when they initiate a conversation.

      • Monitor the HR chat queue – Employees can ask a question from the Chat with HR link on the HR Portal. Their question is placed in the HR chat queue, and any HR agent monitoring the queue can respond to it.

      • Create an HR case from a chat – If an HR chat results in the need to open a case, create the case directly from the conversation.

    • Capturing multiple job records for a user – Capture multiple job records for a user with the new Jobs (sn_hr_core_job) table. When creating HR cases, you can specify which job the case pertains to. For example, say that you have a payroll discrepancy case and the employee has two associated job records. When the case is created, you can specify which job the case is for.

    • Standard Ticket Page view for HR Service Delivery – Configure your HR services to use the Standard Ticket page to provide a consistent user experience for your employees.

      • Configure custom HR services – Configure your custom HR services in the Standard Ticket page to provide consistent employee experience in the Portal.

      • Enable the page route map – If you have upgraded your instance, redirect your HR ticket pages to the Standard Ticket page in Portal. View your HR requests in the Standard Ticket Page view.

    • Translations for HR cases and tasks – Enable translations on HR case and task templates so that employees can view the short descriptions and descriptions of their HR cases and tasks in their preferred language.

      • Configure the global descriptions for translations – Enable translations on HR case and task templates so that employees can view the short descriptions and descriptions of their HR cases and tasks in their preferred language.

    • Link generator for HR Service Delivery – Use the Link Generator to create a link on an HR case form that accesses information outside of the application to help fulfill the case.

      • Add or modify an HR deep link – Use the Define Link (Link Generator Sources) to create a record for the target website name and URL.

    • HR flows and triggers – HR flows created in Workflow Studio use natural language to automate approvals, tasks, notifications, and record operations without coding.

      • Activate an HR flow – HR flows help automate task and case creation.

    • Employee passport – Enable employee’s data export, which can be used by any other agency or department for tracking, compliance, and regulatory purposes.

  • Use HR Case Management – You use the Case and Knowledge Management application to create, view, or edit HR cases in the scoped version of HR. HR cases are created from HR requests or inquiries related to HR account or systems, benefits, payroll, performance management, reporting, talent acquisition, time and expense reporting, and more.

    • Create an HR case – Create HR cases for employees or other individuals that require an HR service. Note that employees can also use the HR Service Portal to create HR cases for themselves.

    • Open an HR case to create a Journey Accelerator action plan – Journey Accelerator action plans can be created by opening an HR case with a related lifecycle event.

    • Request a background check – Request a background check for an employee through a third-party background check provider such as First Advantage, Accurate, or Sterling.

    • Work an HR case – After initial creation of an HR case, the next steps are to change the state, provide additional information, and ensure that any outstanding tasks are completed.

    • View HR case information – There are multiple ways to find a specific HR case.

    • HR document generation – There are multiple ways to generate documents in HR Service Delivery.

      • Edit a generated document – Support rendering values of variables, scripts, and blocks in edit mode in Preview Document. View the content of variables, scripts, or blocks rather than only viewing the variable or block names.

    • Secure HR case attachments – Add an extra layer of security on attachments that are linked to a case. Grant access to attachments with sensitive or private data to groups, users, user criteria or roles.

    • Sending an email from a case – Send any communication related to HR Workforce Administration cases using the Send email feature. Minimise typing errors by auto-populating the email address of the subject person (of the case) in the email.

    • Checklists in HR cases – A feature of HR services is the ability to automatically add a checklist to an HR case. A checklist can serve as a reminder to the HR agent to ensure that the procedure is followed.

    • Adding an HR task to an HR case – You can add, view, or work on HR tasks assigned to HR cases.

      • Create Office Space Request Task – As part of the onboarding process, you can find and reserve an office space for a new hire.

    • View HR task information – There are multiple ways to find a specific HR task.

    • Add adhoc approvers to a case – Provide your agents with the flexibility to add adhoc approvers to a case that is part of an HR service.

    • Resubmit an HR case for approval – HR cases that are rejected can be resubmitted for approval. Resubmitting a rejected case alleviates having to recreate a new case.

    • Transfer an HR case – You can create and use methods to reclassify or transfer an opened HR case from one HR service to another. Oftentimes an HR case opens as a General Benefits Inquiry. After investigating, you can transfer it to the applicable HR service.

    • Configure HR transfer case – You can create and use methods to reclassify or transfer an opened HR case from one HR service to another. Oftentimes an HR case opens as a General Benefits Inquiry. After investigating, you can transfer it to the applicable HR service.

    • Move an HR case from one HR service to another – You can create and use methods to reclassify or transfer an opened HR case from one HR service to another. Oftentimes an HR case opens as a General Benefits Inquiry. After investigating, you can transfer it to the applicable HR service.

    • Escalate an HR case – Escalate an HR case when you cannot resolve it yourself. The system reassigns the case according to your organization’s escalation rules and marks it as high priority.

    • Suspend and resume an HR case – If you are unable to close the HR case within the duration specified in the service level agreement (SLA), you can suspend the case.

    • Add special handling notes – Create special handling notes that appear for a specific HR case or set of conditions.

    • HR cases for VIPs – Your organization can assign VIP status to users, such as the CEO and vice-presidents, to ensure that the resolution of their tasks is given high priority.

    • Creating bulk cases – You can create the same type of HR case, for multiple employees, without having to create the same case multiple times. Segments for a bulk case help you define specific values for groups of employees.

    • Create a bulk case request – Use bulk case request to create the same type of HR case, for multiple employees, without having to create the same case multiple times.

    • Create a user segment group – User segment groups allow you to specify values for a group of users, or with multiple segments specify different values for different groups of users. Segments allows you to ensure that your bulk case creation is correct before executing.

    • Manage a user group segment – After creating a user group segment, you can review and edit it before you create cases.

  • HR Profile – The HR Profile application stores confidential employee data, such as name, personal contact information, email addresses, employment history, and contacts, in the scoped version of HR.

    • HR profile editable field configuration – An option in Human Resources Configuration provides a list of HR profile fields that can be enabled for edit. Understand the difference between how the personal and the employment information fields are updated in the HR profile based on this configuration.

    • HR profile and HR case security – Because HR profile information is sensitive and confidential, the System Administrator [admin] cannot view it. The same is true for some of the information in HR cases and HR tasks.

    • Customized profile information – As part of designing the HR processes, you can customize the way HR profile information is processed. Keep in mind that some of the fields that appear are referenced from the User [sys_user] table.

    • Add field security in HR – You can secure a field on a form so that specific HR users cannot view it.

    • HR profile encrypted tax identification fields – HR Service Delivery provides different choices for capturing your employee’s tax identification number.

    • Generate HR Profiles – For new customers using HR Service Delivery, you can create an HR profile for multiple employees using conditions and criteria.

    • Add or modify an HR profile – Employees can directly edit some information in their HR profile, such as emergency contact information, but they are restricted from editing certain fields. If employees want to change information that they are restricted from editing, they must submit a general request to HR for the changes.

    • Add or modify contacts for HR – You can add or modify contact information to an HR profile and specify who to contact in an emergency through the Contacts module or related list.

    • Who is covered – You can create or modify who is covered under an employee benefit plan using the HR Health Benefits module.

    • Add or modify a beneficiary – As an employee, you add a beneficiary to your benefit plan from the Employee Center.

    • Enroll in a health plan – As an employee, you can submit a question about or enroll in a company health plan such as medical, dental, or vision from the Employee Center.

    • Add or modify Life, AD&D insurance benefits – You can add or modify an insurance benefit for an employee using the HR Benefits module.

    • Enroll in the company retirement plan – As an employee, you can submit a question about, or enroll in the company retirement plan from the Employee Center.

    • Add or modify disability insurance benefits – You can add or modify a disability insurance benefit for an employee using the Disability Insurance Benefits module.

    • Setup or update your direct deposit – As an employee, setup or update direct deposit from the Employee Center.

    • Request tuition reimbursement – As an employee, you can submit a question about, or request tuition reimbursement from the Employee Center.

    • Add or modify accommodations – You can add, modify, or view accommodation requests for an HR profile. Accommodations are requests from your employees related to their work situation.

  • HR Dashboards & Reports – The HR Dashboards & Reports application provides the HR organization with visual representations of accountability, progress, performance metrics, monitor employee satisfaction, and status on HR cases in the scoped version of HR.

    • View Overview Dashboard – The Overview dashboard provides a graphical representation of HR cases.

    • View Manager Dashboard – You can use the Manager Dashboard to monitor HR team effectiveness based on metrics. Metrics includes state of assigned cases by HR agent and service level agreement (SLA) elapsed time percentage.

    • View HR Case Dashboard – The HR Case Dashboard is a central place for HR users to monitor ongoing HR operations. The dashboard contains reports that query the database and display the results.

    • Run Reports – You can run reports to view and monitor the status of HR cases.

    • Available HR reports – Predefined HR reports are available in the HR Case Management Reports list.

    • Evaluate HR survey responses – After you have collected responses to an HR survey, you can review the survey responses and scorecard.

    • Satisfaction Survey Scorecard – Apply filters to refine the predefined HR satisfaction surveys results to analyse and gain insight into the survey.

  • HR Service Delivery Process Mining – Integrating the Process Mining application with the HR Service Delivery application enables you to analyze processes relevant to your KPIs. You can identify bottlenecks associated with HR service cases and, if installed, Lifecycle Events cases.

  • HR Service Delivery integration with Service Portfolio Management and Digital Portfolio Management – HR Service Delivery integration with Service Portfolio Management and Digital Portfolio Management enables you to manage HR services in a standardized, structured format as suggested in the Common Service Data Model (CSDM) methodology. It ensures that the hierarchy in which you define services is consistent with the hierarchy of other business units.

    • Adopt CSDM methodology – Manage services of your business unit in a standardized, structured format as suggested in the Common Service Data Model (CSDM) methodology. Ensure that the hierarchy in which you define services is consistent with the hierarchy of other business units.

    • HR Service Delivery and CSDM tables – HR Service Delivery manages (contributes data to) CSDM tables. HR Service Delivery also uses data from CSDM tables that other applications generate. Several ServiceNow products, therefore, benefit from and add value to HR Service Delivery.

    • CSDM roles for configurations – Roles required for creating or viewing Common Service Data Model (CSDM) service table configurations and service mappings.

    • Create service table configuration – Create a service table configuration for your Business Unit (BU). Associate your BU service mappings to the correct service table configuration.

    • Configure CSDM service mappings – Configure Common Service Data Model (CSDM) service mappings to the appropriate service table mappings. Ensure that the services or service offerings are tagged with the right business portfolio.

  • HR Benchmarks – The HR Benchmarks application provides you with an insight into the industry averages of your peers. Use your Key Performance Indicators (KPIs) to compare your performance with global benchmarks, which contributes to improved performance for your organization.

    • Customizing HR benchmarks – Choose HR KPIs based on your business requirements.

    • Using HR Benchmarks – Gain instant visibility into your key performance indicators (KPIs) and trends, as well as comparative insight relative to industry averages of your peers and to the industry top performers.

    • HR Benchmarks KPIs – You can enable or disable a benchmark KPI, and customize KPI conditions. Integration with Performance Analytics provides daily data collection and drill down capabilities on KPI data.

  • Personal Data Rights in HR Service Delivery – HR customers can enable personal data protection for their employees and alumni by implementing General Data Protection Regulation (GDPR) rules as a result becoming a GDPR compliant organization.

    • Request personal information report – As an employee or alumni, request your personal information report so that you can review it or be aware of your personal data held by your organization.

    • Create RTBI report template – Create a custom RTBI report template to use for the RTBI report displayed to the employee or alumni. The base system report generation uses the default template HR PII Template.

    • Generate Personally Identifiable Information (PII) report – As an HR agent, generate the PII report requested by the employee or alumni.

    • Request erasure of personal data – As an employee or alumni, request erasure of your personal information when you no longer consent to processing, when there are significant errors within the data, or if you believe that the information is being stored unnecessarily.

  • Reference – Reference topics provide additional information abou the lists and forms that you use to configure and use Case and Knowledge Management.

    • Components installed – Several types of components install with the activation of the Case and Knowledge Management plugin, including tables, user roles, and scheduled jobs.

  • Employee Relations – With Employee Relations (ER), handle a sensitive complaint with tighter security. Maintain complete confidentiality and protect the privacy of the user who has raised the complaint.

    • Exploring Employee Relations – Learn how to use Employee Relations starting from raising a complaint till the closure of ER case.

    • Configuring Employee Relations – Set up HR Service Delivery Employee Relations (ER) so that your agents can engage with your employees, answer questions, create ER cases, create related records, and resolve issues.

    • Activate Employee Relations – You can activate Human Resources Scoped App: Employee Relations [com.sn_hr_employee_relations] if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.

      • Components installed – You can activate Human Resources Scoped App: Employee Relations [com.sn_hr_employee_relations] if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.

    • Employee Relations case restrictions – Use Case Restriction Configuration to determine what groups and agents can access or restrict ER cases.

      • Configure an employee relations case restriction – Define what groups can view or access employee relations cases using Case Restriction Configuration.

      • HR for HR Security – Even Employee Relations agents with privileges to view and modify an ER case are limited from viewing, modifying, or restricting and ER case under certain circumstances for security purposes.

    • Create a COE security policy – Use COE Security Configuration to define group restrictions for a COE and for all or specific HR services under it.

    • HR services for Employee Relations – List of default HR services for Employee Relations.

    • Employee relations allegation types and subtypes – Allegation types and subtypes help you further define an employee relations case.

      • Configure an employee relations allegation type – Create allegation types and subtypes to help provide details on an employee relations case.

    • Employee Relations assignment rules – HR Service Delivery employee relations assignment rules allow you to automatically assign a group to ER cases when the assignment group is empty.

    • Employee Relations matching rules – Because ER cases do not use a subject person, matching rules try to find an agent with the required skills and in the same country where the case was opened to determine case assignment.

    • Employee Relations accommodations – Accommodation requests are from your employees requesting changes related to their work situation.

      • Create accommodation types – Accommodation types help define and categorize accommodation requests.

    • Interview Management for Employee Relations – Use Interview Management to create templates to capture questions, answers, and notes in a consistent and efficient way, sync scheduling with Microsoft Outlook, and better plan and track your interviews.

      • Setting up Interview Templates – Use Interview Management to create templates to capture questions, answers, and notes in a consistent and efficient way, sync scheduling with Microsoft Outlook, and better plan and track your interviews.

      • Activate Interview Templates – Use Interview Management to create templates to capture questions, answers, and notes in a consistent and efficient way, sync scheduling with Microsoft Outlook, and better plan and track your interviews.

      • Create an interview question template – Use Interview Management to create templates to capture questions, answers, and notes in a consistent and efficient way, sync scheduling with Microsoft Outlook, and better plan and track your interviews.

      • Create an interview template tag – Use Interview Management to create templates to capture questions, answers, and notes in a consistent and efficient way, sync scheduling with Microsoft Outlook, and better plan and track your interviews.

    • Evidence Management for Employee Relations – Use Evidence Management to capture and categorize evidence for Employee Relations or related cases.

      • Setting up Evidence Management – Use Evidence Management to capture and categorize evidence for Employee Relations or related cases.

      • Create evidence types – Use Evidence Management to capture and categorize evidence for Employee Relations or related cases.

    • Configure a PIP lifecycle event – After a PIP request is initiated by a manager, a structured workflow (a predefined lifecycle event) auto-initiates tasks for a manager, an employee, and an ER agent.

    • Using HR Service Delivery Employee Relations – Creating an HR Service Delivery Employee Relations (ER) case is similar to creating any HR case with some differences.

    • Use guided tours – Use guided tours in Employee Relations to get an overview of Employee Relations cases.

      • Enable guided tours – Enable guided tours in Employee Relations to get an overview of Employee Relations cases.

    • Create an Employee Relations case in Core UI – You create ER cases for employees that wish to report misconduct, discrimination or a disciplinary issue.

    • Create an Employee Relations case in Agent Workspace for HR Case Management – You can use HR Service Delivery Agent Workspace to create ER cases for employees that wish to report misconduct, discrimination, or a disciplinary issue.

    • Create an allegation record – Use Allegations to provide additional details for an ER case.

    • Create an involved parties record – Capture information about people associated with the ER case. Involved parties can be the complainant, subject of the allegation, a witness, or other (undefined).

    • Using Interview Management – You can schedule and document interviews and use interview templates using the Core UI or HR Service Delivery Agent Workspace.

      • Scheduling an interview – You can use the default ServiceNow calendar or integrate with Microsoft Exchange to schedule interviews related to Employee Relations (ER) cases.

      • Schedule an interview in legacy UI – Documenting interviews is crucial to ER cases. Use the Interview form to take notes and capture important details of the ER case.

      • Schedule an interview – Use Agent Workspace for HR Case Management to capture a record of an interview.

    • Using Evidence Management – You can create, edit, and categorize evidence related to an employee relations case using the Core UI or HR Service Delivery Agent Workspace.

      • Add evidence in legacy UI – Create evidence records to attach to an Employee Relations case to help with investigations.

      • Add evidence – Create evidence records to attach to an Employee Relations case to help with investigations using Agent Workspace for HR Case Management.

    • Create a corrective action – Create a corrective action record for an ER case.

    • HR Service Delivery Employee Relations dashboards – The HR Service Delivery Employee Relations dashboards provides visual reports that give you statistics on ER cases.

    • Employee Relations Performance Analytics Executive Overview – The HR Service Delivery Employee Relations (ER) Performance Analytics (PA) dashboard provides you with historical trends, data comparisons.

    • Performance Improvement Plan (PIP) service – Manage employee performance issues within Employee Relations using the Performance Improvement Plan (PIP) service.

      • Initiate a PIP request – Initiate a PIP request for your employee. Have structured conversations with your employee on performance improvement, and have an agreed course of action with HR or the Employee Relations department.

      • Acknowledge a PIP request – Acknowledge the PIP request that is initiated by your manager. Complete other tasks that have been assigned to you.

      • Complete PIP assessment – As a manager, complete the PIP assessment indicating whether the PIP is successful.

    • Analytics and Reporting Solutions for Employee Relations – Analytics and Reporting Solutions contain prepackaged Performance Analytics content for use with other ServiceNow AI Platform products. This Analytics and Reporting Solution provides you with historical trends and data comparisons for Employee Relations to assess organizational performance.

    • Activate – Activate the content pack plugins for the Analytics and Reporting Solution.

    • Configure – Run diagnostics, review and customize components, and start collecting data.

    • Dashboard overview – The Employee Relations Executive Overview dashboard provides you with high level data on Employee Relations cases and detailed information on the types of ER cases, locations, cases by HR service and department, and trends.

    • Anonymous Report Center (ARC) – The Anonymous Report Center (ARC) enables employees to report discrimination or misconduct without revealing their identity. Employees are automatically signed out of the Employee Center when the ARC opens.

    • Configure – Activate and set up the Anonymous Report Center (ARC) to provide your employees a way to report misconduct complaints anonymously to the agent.

      • Activate the Anonymous Report Center – You can activate the Anonymous Report Center plugin (com.sn_anonymous_report_center) for the ServiceNow AI Platform if you have the admin role.

      • Add ARC catalog items to the Employee Center – Give employees access to the Anonymous Report Center (ARC) by adding the catalog items to the Employee Center. Once added, employees can report misconduct or discrimination or open the ARC homepage from the Human Resources Employee Conduct page or via search.

    • Using the Anonymous Report Center – Your employees can use the Anonymous Report Center (ARC) to submit sensitive complaints or misconduct cases anonymous to the agent working on the case.

      • Anonymously report misconduct – Create misconduct cases that are sent to your Human Resources department without your identity being revealed.

      • Anonymously report discrimination – Create discrimination cases that can be sent to your Human Resources department without your identity being revealed.

      • Access an anonymous report – You can retrieve your anonymous report to submit or view comments and updates from the agents working on your anonymous report. You must have the report key and report number in order to access your anonymous report.

    • Employee Relations integration – Employees can submit complaints through the Employee Center portal without worrying about who should investigate the complaint. During the triaging or investigation process, fulfillers working on these issues can transfer them back and forth between the Legal and HR departments as necessary for resolution.

    • Integration workflow – Employees can submit complaints through the Employee Center portal without worrying about who should investigate the complaint. During the triaging or investigation process, fulfillers working on these issues can transfer them back and forth between the Legal and HR departments as necessary for resolution.

  • HR Documents – Apps that support documents in HR.

  • Employee Document Management – Manage large numbers of documents more efficiently with the ServiceNow Employee Document Management product. Employee Document Management provides storage space, a filing system, the ability to easily retrieve documents, defining who can view sensitive documents, and when to purge documents.

    • Explore – With Employee Document Management, you can streamline document management and maintain documents with integrity, accuracy and access controls.

    • Configure – Configure Employee Document Management.

    • Activate – You can activate the Employee Document Management [com.sn_employee_document_management] plugin with the admin role. This plugin includes demo data and activates related plugins if they are not already active.

      • Request employee document management bulk uploads – You can activate the Employee Document Management [com.sn_employee_document_management] plugin with the admin role. This plugin includes demo data and activates related plugins if they are not already active.

    • Defining and setting for employee documents – Use Employee Document Management to configure how employee documents should be handled based on company policy, processes, and regulatory compliance.

      • Define policies for a document type – Use Employee Document Management to configure how employee documents should be handled based on company policy, processes, and regulatory compliance.

      • Define how long to retain employee documents – Use Employee Document Management to configure how employee documents should be handled based on company policy, processes, and regulatory compliance.

      • Add or modify default retention policies – Use Employee Document Management to configure how employee documents should be handled based on company policy, processes, and regulatory compliance.

      • Add or modify a retention policy – Use Employee Document Management to configure how employee documents should be handled based on company policy, processes, and regulatory compliance.

      • Add or modify default security policies – Use Employee Document Management to configure how employee documents should be handled based on company policy, processes, and regulatory compliance.

      • Add or modify document security policies – Use Employee Document Management to configure how employee documents should be handled based on company policy, processes, and regulatory compliance.

      • Add or modify expiration policies on a document type – Use Employee Document Management to configure how employee documents should be handled based on company policy, processes, and regulatory compliance.

    • Use – Manage employee documents and learn about bulk imports.

    • Managing employee documents – Use Employee Document Management to search, create, move, or manage legal holds on employee documents.

      • Searching for employee documents – Use Employee Document Management to search, create, move, or manage legal holds on employee documents.

      • Create or modify an employee document – Use Employee Document Management to search, create, move, or manage legal holds on employee documents.

      • Move employee documents to the document repository – Use Employee Document Management to search, create, move, or manage legal holds on employee documents.

      • Add or remove a legal hold for employee documents – Use Employee Document Management to search, create, move, or manage legal holds on employee documents.

      • Add legal hold to multiple HR profiles – Use Employee Document Management to search, create, move, or manage legal holds on employee documents.

      • Add legal hold to multiple document types – Use Employee Document Management to search, create, move, or manage legal holds on employee documents.

      • Manage documents on legal hold – Use Employee Document Management to search, create, move, or manage legal holds on employee documents.

      • View employee document purge logs – Use Employee Document Management to search, create, move, or manage legal holds on employee documents.

    • Bulk imports – Use the Employee Document Management Bulk Imports feature to copy your employee documents from an external third-party cloud-based storage or a local network directory to Employee Document Management. Having your employee documents within HR Service Delivery makes administration efficient and convenient.

      • Locate and transform documents – Import mapping locates your source employee documents from your source document repository and transforms them to import them to Employee Document Management.

      • Configuring bulk import – Use Employee Document Import Configuration to identify and communicate with the source document repository. The source document repository is where you currently store your employee documents.

      • Create or edit import configuration – Use Employee Document Import Configuration to identify and communicate with the source document repository. The source document repository is where you currently store your employee documents.

      • Create or edit the verify source step – Use Employee Document Import Configuration to identify and communicate with the source document repository. The source document repository is where you currently store your employee documents.

      • Create or edit the stage directory lookup source step – Use Employee Document Import Configuration to identify and communicate with the source document repository. The source document repository is where you currently store your employee documents.

      • Create or edit the stage file source step – Use Employee Document Import Configuration to identify and communicate with the source document repository. The source document repository is where you currently store your employee documents.

      • Create or edit capture source step – Use Employee Document Import Configuration to identify and communicate with the source document repository. The source document repository is where you currently store your employee documents.

      • Bulk import map examples – Mapping your source employee documents to required elements in Employee Document Management is crucial for a successful bulk import.

      • Correcting employee documents in the staging table – Use the Employee Document Staging form to correct staging records prior to importing to HR Service Delivery. Staging records are created after you have mapped your source employee documents and the Start staging job has run.

    • Dashboard – Gain insight into macro trends more efficiently on a single dashboard-style page showing you important metrics on employee documents, status of purging and purge settings, and legal holds.

    • View dashboard – Gain insight into macro trends more efficiently on a single dashboard-style page showing you important metrics on employee documents, status of purging and purge settings, and legal holds.

    • Reference – More information on other properties of Employee Document Management.

    • Properties – Activating the Employee Document Management [com.sn_employee_document_management] plugin adds the following properties.

    • Components installed – Several types of components install with the activation of the Employee Document Management [com.sn_employee_document_management] plugin, including tables, user roles, and scheduled jobs.

  • Document Templates – With the ServiceNow Document Templates application, you can create HTML and PDF document templates to generate standard letters or documents. You can automate and simplify the process of filling, signing, and reviewing a document online.

    • Configuring Document Templates – Set up Document Templates to automate and simplify the process of filling, reviewing and signing a document online.

    • Document template categories – Document template categories help you to categorize similar documents together. It makes finding the correct document template easier.

    • Document Templates of type HTML – An HTML document template uses variables to pre-fill information from tables into the document. You can create how the document looks by defining the header, footer, images, placement of footer, and the text within the template. Using the HTML document template, you can collect e-signatures from multiple participants and generate a PDF document online.

      • Configure an HTML document template – Create or modify the document template with your unique company logo and audience criteria.

      • Create participants for an HTML document template – Define actions and the order of actions for participants. The type of action and order are considered while initiating document tasks.

      • Insert signatures – Insert signatures in an HTML document template by selecting participants from the list.

      • Variables supported in HTML document templates – Include customized variables in a document template in addition to the variables that are available in the Select Variables field in the HTML document template configuration page.

      • Add customized variables in a document template – Customize variables at a record producer level, and call out those variables in the HTML document template that you are configuring.

      • Document template scripts – With document template scripts, you can dynamically change the text in the body of the HTML template. Document template scripts allow you to perform simple tasks, such as displaying HR data, and complex ones, such as making advanced database queries.

      • Document blocks in Document Templates – Replace blocks of text in a document based on certain rules so that you do not have to create multiple template versions of the same document.

      • Create document blocks in Document Templates – Create document blocks that you can use in multiple HTML templates.

      • Create block content in Document Templates – Each document template block can have multiple block contents. Each content mapping to a condition.

      • Use Localization Framework for Document Templates – Translate content in Document Templates and document blocks Localization Framework.

    • Document Templates of type PDF (Advanced forms) – A PDF document template originates from a fillable PDF or a standard PDF with inline signatures. Using the PDF document template, you can collect details and e-signatures from multiple participants, review, and generate a filled PDF document.

      • Configure a PDF document template – Upload an editable, interactive PDF template and customize the template according to your business needs.

      • Define a PDF field mapping – Define editable fields and store signature mappings using the PDF field mappings section.

      • Create participants for a PDF document template – Define actions and the order of actions for participants. The type of action and order are considered while initiating document tasks.

      • Mark a signature block – Specify the area in the PDF document where you want to collect the signatures of participants.

    • Document Templates configurations – Use Document Templates configurations to generate table of contents and page numbers on a PDF document that is generated from an HTML template.

      • Create a TOC configuration in Document Templates – Use Document Templates configurations to generate table of contents and page numbers on a PDF document that is generated from an HTML template.

      • Create a page number configuration in Document Templates – Use Document Templates configurations to generate table of contents and page numbers on a PDF document that is generated from an HTML template.

    • Using Document Templates – Learn how to use Document Templates.

    • Using Document Templates: HR Service Delivery – Learn how to use Document Templates along with the HR Service Delivery application.

      • Document tasks generation – Document tasks can be generated either automatically or manually. The tasks get generated in the order defined for the participants.

    • Using Document Templates: Custom use case – Understand how to use Document Templates outside of HR Service Delivery.

    • Working on a document task – Complete your document tasks from Employee Center.

      • Fill and sign a PDF document – Complete your document task by filling in the required details and submitting the PDF document.

      • Sign an HTML document – Complete your document task by signing and generating a PDF copy of the HTML document.

      • Review a PDF document – Complete your document task by reviewing a PDF document. Send your review comments to one or more participants who are working on the document.

      • Resubmit a PDF document – Complete your document task by incorporating the reviewer’s suggestions.

    • Using Guided Tours in Document Templates – Use Guided Tours in Document Templates to get instructions on how to create a document template.

    • Reference for Document Templates – Reference topics provide additional information about Document Templates.

    • Components installed with Document Templates – Reference topics provide additional information about Document Templates.

    • Frequently Asked Questions (FAQs) on Document Templates – Find answers to some common questions on Document Templates.

  • HR e-signature – Sign electronic documents from any desktop or mobile device with e-signature. E-signature is a scoped application that enables users to sign managed documents, knowledge articles, or HR document templates with their typed or drawn e-signature, their credentials, or as an acknowledgment.

    • Select an HR document template for an e-signature task – If the document type of the e-signature template you are using is an HR document template, then you must select the HR document template that the signatory will sign on the HR case form.

    • Migrate HR templates and open tasks – Migrate existing HR task templates and open HR tasks to the new HR task type for e-signature with the Migrate HR e-signature tasks scheduled job. The scheduled job automatically updates the HR task type and e-signature template based on your existing configurations. It also disables the old HR task types for credential, e-signature, and sign document.

  • Migrating from HR Document Templates to Document Templates – Review these guidelines to successfully migrate from HR Document Templates to Document Templates. Document Templates provides the latest experience of HR Document Templates functionality with additional features and capabilities.

    • Migrate HR Document template (HTML) to Document Template – Review these guidelines to successfully migrate from HR Document Templates to Document Templates. Document Templates provides the latest experience of HR Document Templates functionality with additional features and capabilities.

    • Migrate HR Document template (PDF) to Document Template – Review these guidelines to successfully migrate from HR Document Templates to Document Templates. Document Templates provides the latest experience of HR Document Templates functionality with additional features and capabilities.

  • Agent Workspace – Agent Workspace for HR Case Management (Configurable) is one of two workspaces available for the HR Service Delivery application and uses the Next Experience user interface. It is built on a configurable UI Builder version, which makes it easy to configure and extend according to business needs.

  • Exploring Agent Workspace for HR Case Management – Use Agent Workspace for HR Case Management to manage your employee HR requests from one place.

    • Use Guided Tours in Agent Workspace for HR Case Management – Use Guided Tours in Agent Workspace for HR Case Management to get instructions on how to perform a task.

  • Setting up Agent Workspace for HR Case Management – Set up Agent Workspace for HR Case Management so that your agents can engage with your employees, answer questions, create cases, and resolve issues.

    • Agent Workspace for HR Case Management Guided Setup – The Guided Setup enables you to configure Agent Workspace for HR Case Management for your agents so that they can access HR cases, tasks and communications all from one location.

    • Install Agent Workspace for HR Case Management – Install Agent Workspace for HR Case Management (com.sn_hr_agent_ws) from the ServiceNow Store.

    • RCA approvals in Agent Workspace for HR Case Management – After you install or upgrade to the latest Agent Workspace for HR Case Management from ServiceNow Store, you might encounter Restricted Caller Access (RCA) approval messages in the HR Agent Workspace.

    • UI Builder for Agent Workspace for HR Case Management – Use UI Builder to build pages in Agent Workspace for HR Case Management using Next Experience and custom web components.

    • Create a landing page variant – Create a variant of your landing page to build a custom portal experience for your users.

      • Landing page configuration example – Learn how to configure a landing page through an example configuration process.

    • Enable a detailed data display within a report – Enable users to visualize a subset of report data.

    • Configure quick links in Agent Workspace for HR Case Management – Configure quick links to quickly access internal and external resources related to specific departments within your organization.

    • Reorder the navigation pane modules in HR Agent Workspace – Quickly access the navigation pane modules in HR Agent Workspace. For example, Home, List, Inbox, and so on.

    • Page configurations – Use Page configurations in Agent Workspace for HR Case Management to provide a customized experience for your users.

  • Using Agent Workspace for HR Case Management – As an HR agent, use the Agent Workspace for HR Case Management to interact with employees, respond to inquiries, and resolve issues.

    • Lists in Agent Workspace for HR Case Management – Lists are an easy way of accessing cases under various categories. For example, you can quickly get a list of HR cases in lifecycle events or cases related to payroll.

    • Create My Lists – Use My Lists to create a custom list of HR cases that you can readily access and start working on.

    • Create a case in Agent Workspace for HR Case Management – Create a new HR case in Agent Workspace for HR Case Management.

    • Enhance search criteria – Narrow the search criteria by specifying the column against which you want users to be searched. When an HR agent searches for a user while creating a case, provide more accurate search results.

    • Create a task for a case using Agent Workspace for HR Case Management – Choose a task type when creating a task within a case. When assigning the task to an employee on Employee Center, you can also request how the employee acknowledges completion of that task.

    • Using checklists in HR Service Delivery Agent Workspace – Creating and using checklists on an HR case or task helps you resolve issues faster, more efficiently, and with fewer errors.

    • Agent Workspace for HR Case Management contextual side panel – The contextual side panel in Agent Workspace for HR Case Management provides information designed to help you work an HR case and interact with your employees.

    • Using At a Glance in Agent Workspace for HR Case Management – Use the At a Glance feature from the contextual side panel to quickly view HR profile information for the Opened for person on an HR case enabling HR agents to better assist and resolve employee requests.

      • Configure the At a Glance panel – Customize which employee information appears in the At a Glance panel by adding or removing fields from the Employee Details and Contacts sections.

    • Using checklists in Agent Workspace for HR Case Management – Creating and using checklists on an HR case or task helps you resolve issues faster, more efficiently, and with fewer errors.

    • Response templates in Agent Workspace for HR Case Management – Response templates provide you with information on resolving an HR case or HR task or how to help an employee making an inquiry.

      • Use response templates in HR cases or tasks – Use response templates as reusable messages that you can copy and paste into the comments or work notes for an HR case or task.

      • Using a Response template in chat – Use response templates as reusable messages that you can copy and paste into a chat.

      • Using a Response template in an email – Use response templates as reusable messages that you can copy and paste into an email.

    • Add personal notes – Using personal notes agents can record information that remains private and is not visible to other agents working on that case.

    • Use recommended actions – Provides real‑time, actionable guidance, and relevant resources that help HR agents speed up case resolution.

    • Using the More icon in Agent Workspace for HR Case Management – You can use the more icon from Agent Workspace for HR Case Management to perform many duties related to working on an HR case.

    • Create a reminder in Agent Workspace for HR Case Management – Create reminders for HR cases or tasks to receive notifications for follow-up actions by a specific date.

    • Creating a case from an HR case – Create additional cases directly from the HR case you’re working on in the Agent Workspace for HR Case Management.

    • Transfer a case in Agent Workspace for HR Case Management – Many cases are created as a General Inquiry case. After researching the employee’s needs, you can transfer an existing case to a different HR service.

    • Copy a case in Agent Workspace for HR Case Management – Create a copy of a case to auto-populate the case values without having to fill in the fields manually.

    • Escalating a case in Agent Workspace for HR Case Management – Escalate an HR case when you’re unable to resolve an issue and must amplify the importance of a case.

    • Secure documents – Add an extra layer of security on documents that are linked to a case. Grant access to documents with sensitive or private data to groups, users, user criteria or roles.

    • Report a knowledge gap from a case in Agent Workspace for HR Case Management – Report a knowledge gap for a case to get a documented resolution for common HR cases.

      • View assigned knowledge tasks in Agent Workspace for HR Case Management – View your assigned knowledge tasks in Agent Workspace for HR Case Management when a knowledge gap is reported in a case.

    • Add adhoc approvers to an HR case in the Agent Workspace for HR Case Management – Provide your agents with the flexibility to add adhoc approvers to a case that is part of an HR service.

    • Templates in Agent Workspace for HR Case Management – Create consistent recurring documents by developing templates using Document Templates and use them in a generic workflow in Agent Workspace for HR Case Management.

    • Create and sign document tasks in Agent Workspace for HR Case Management – Create document tasks directly in the Agent Workspace for HR Case Management using document templates and sign them off from Agent Workspace.

    • Edit an HTML document – Support rendering values of variables, scripts, and blocks in edit mode in Preview Document. View the content of variables, scripts, or blocks rather than only viewing the variable or block names.

    • Generate a summary report – Create and save as many templates as needed by using the ServiceNow Document Templates application. Create a summary report by selecting a document template for the report. Export the case details, in a PDF format, for documenting and sharing purposes.

    • Sending an email in Agent Workspace for HR Case Management – Send any communication related to HR cases with attached documents using the Send email feature. Minimize typing errors by auto-populating the email address of the subject person (of the case) in the email.

    • Send an email notification after reassignment – After you reassign an agent to an HR case, you can send an email to notify the agent.

    • Using interactions in Agent Workspace for HR Case Management – Use interaction records to create an HR case or reference employee information to decide to create a case or request from different types of employee communications.

    • Create interactions in Agent Workspace for HR Case Management – Create interaction records from the configurable Agent Workspace for HR Case Management form.

    • Lifecycle event cases in Agent Workspace for HR Case Management – Manage lifecycle event cases using Agent Workspace for HR Case Management.

    • Create a lifecycle event case using Agent Workspace for HR Case Management – Create lifecycle event cases in Agent Workspace to manage employee transitions such as new hire onboarding, transfers, and offboarding.

    • Using the activity stream in Agent Workspace for HR Case Management – Use the activity stream section of Agent Workspace for HR Case Management to document work notes (private) or comments, respond to emails, or view the state of the HR case.

    • Machine learning solutions in Agent Workspace for HR Case Management – Use machine learning solutions to auto determine the correct HR service and assignment group for cases in Agent Workspace for HR Case Management.

    • Auto determination of HR service in Agent Workspace for HR Case Management – Auto determine the correct HR service for a case in Agent Workspace for HR Case Management. Enable an HR agent to transfer the case to the appropriate HR service rather than having to spend significant time manually triaging cases to appropriate HR services.

    • Auto determination of assignment group in Agent Workspace for HR Case Management – Auto determine the assignment group for a case in Agent Workspace for HR Case Management. Enable an HR agent to transfer the case to the correct assignment group rather than having to spend significant time manually identifying groups for the HR cases.

    • Display similar closed cases in Agent Workspace for HR Case Management – Help an HR agent resolve the current case by displaying similar closed cases.

    • Working with approvers for a case in Agent Workspace for HR Case Management – HR cases can be set up to require approvals before it can progress to completion.

    • Add or substitute an approver in a case – Using Agent Workspace for HR Case Management you can add an approver or substitute missing approvers for cases that require approval.

    • Add adhoc approvers to an HR case – Provide your agents with the flexibility to add adhoc approvers to a case that is part of an HR service.

    • View approval history in Agent Workspace for HR Case Management – View approval history in the activity stream to track approval requests, approvers, and approval status for HR cases.

    • Customize tab label in Agent Workspace for HR Case Management – Customize tab labels to display case field values, making it easier to identify cases when multiple tabs are open.

    • Customize related lists in Agent Workspace for HR Case Management – Configure which related lists appear on HR cases and set their display order.

    • Customize Activity stream in Agent Workspace for HR Case Management – Configure which activities appear in the Activity stream and set their display order for HR cases.

    • Customize fields in a form in Agent Workspace for HR Case Management – Use Form Builder to add, arrange, and customize fields in HR case forms.

    • Highlight fields in Agent Workspace for HR Case Management – Highlight fields in the workspace to call an agent’s attention to them.

    • Employee Document Management for Agent Workspace for HR Case Management – Employee Document Management provides storage space, a filing system, the ability to easily retrieve documents, defining who can view sensitive documents, and when to purge documents.

    • Create or upload employee documents using Agent Workspace for HR Case Management – Create or upload employee documents to an HR case using the Agent Workspace for HR Case Management.

    • Move employee documents in Agent Workspace for HR Case Management – Move employee documents from a case in Agent Workspace for HR Case Management to employee document repository. The employee document repository provides a central repository for quick and easy identification of documents using different sorting features.

    • E-signature in Agent Workspace for HR Case Management – When working on an HR case or HR task, you can use e-signature to sign documents that require signatures.

    • Sign and generate a document in Agent Workspace for HR Case Management – When working on an HR case or HR task, you can use e-signature to sign documents that require signatures.

    • Using the deep link feature in Agent Workspace for HR Case Management – Deep links provide quick access to external applications and information from within Agent Workspace for HR Case Management.

    • Using chat in Agent Workspace for HR Case Management – Agent chat for Agent Workspace for HR Case Management enables you to ask questions and receive information through live or virtual agent chat.

    • Working from the agent inbox in Agent Workspace for HR Case Management – Use the agent inbox to manage your incoming work, such as chats, HR cases, and interactions.

    • SMS conversations in HR Service Delivery Agent Workspace – HR agents can support long-running SMS conversations with employees using the Conversational SMS service channel app from the ServiceNow Store.

    • Set up HR Service Delivery Conversational SMS service channel – Configure the Conversational SMS service channel store app for HR Service Delivery.

    • Compose an SMS message from a chat in HR Service Delivery Agent Workspace – Create and send an outbound SMS message to a recipient directly from a chat interaction. Access interactions assigned to you to follow up via SMS message when you need more details from the employee.

    • View a special handling note in HR Service Delivery Agent Workspace – View special handling notes that alert you to important information about HR cases requiring careful attention.

    • Create a bulk case request using Agent Workspace for HR Case Management – Create bulk case requests through Agent Workspace for HR Case Management to create the same type of HR case for multiple employees without having to create the same case multiple times.

    • Specify user segment groups for bulk case requests – Create a user segment group to specify in a bulk case request the users for whom a case will be created. You can specify values for a group of users or specify multiple segments with different values for different groups of users.

    • Review users in a user segment group – After creating a user group segment, review and edit users before you create cases.

    • HR Walk-up – HR Walk-up enables employees to receive immediate in-person or remote support from HR agents at designated walk-up centers.

    • Use HR walk-up – HR Walk-up enables employees to receive immediate in-person or remote support from HR agents at designated walk-up centers.

    • HR Triaging Dashboard – The HR Triaging Dashboard enables you to review your teams’ case assignments in a layout where cases are displayed as cards. This layout enables easy movement of case cards between lanes, enabling you to review and reassign cases by auto-updating HR service, or user, or priority.

    • Configure the HR Triaging Dashboard – The HR Triaging Dashboard enables you to review your teams’ case assignments in a layout where cases are displayed as cards. This layout enables easy movement of case cards between lanes, enabling you to review and reassign cases by auto-updating HR service, or user, or priority.

    • Integration with Contact Center as a Service (CCaaS) – Implement prebuilt, certified integrations with Contact Center as a Service (CCaaS) providers using the ServiceNow voice reference architecture.

    • Plugin requirements – For the Interaction Controls Component (ICC) call features to work, you must have a combination of plugins that can be downloaded from the ServiceNow Store and CCaaS providers.

    • HR interaction wrap up – Interaction wrap up provides HR agents with a brief wrap-up period at the end of customer conversations. HR agents can use this time to complete their work before moving on to assist other customers.

    • Advanced Knowledge Editor – The Knowledge Center article editor has editing tools that help in formatting knowledge article content such as text, images, and media.

  • Agent Workspace for HR Case Management reference – Reference topics provide additional information about Agent Workspace for HR Case Management components and forms.

    • Create a case form – The Create a case form allows you to create a case in Agent Workspace for HR Case Management.

    • Page Configurations reference – A description of the page configuration settings in Agent Workspace for HR Case Management.

    • Highlighted value condition form – Use the Highlighted value condition form to create conditions to highlight a field.

    • Bulk case request form – The bulk case request form provides information to create a bulk case request to enable the creation of the same type of HR cases.

  • HR Service Delivery Playbook – HR Service Delivery Playbook provides a single-pane view of all tasks and steps for resolving lifecycle event cases.

    • Exploring HR Service Delivery Playbook – Use HR Service Delivery Agent Workspace to manage lifecycle event cases.

    • Setting up HR Service Delivery Playbook – Set up HR Service Delivery Playbook so that your agents can easily manage, track, and lifecycle event cases.

    • Configure HR Service Delivery playbook card – Use Playbook Card Configuration to view and manage what appears for each card in an activity set.

    • HR Playbook Experience – Use Playbook Experiences to select the playbook your company uses.

      • Configure HR Playbook Experiences – Use Playbook Experiences to modify the default playbook experience configurations.

      • Configure HR Playbook activity overrides – Create optional activity overrides for the default behavior of activities in your HR playbook.

      • Configure HR Playbook activity actions – Use playbook actions to enable users to complete (add buttons and lists) and skip activities.

    • Using HR Service Delivery Playbook – Currently, HR Service Delivery Playbook is only available for use with lifecycle event HR cases.

    • HR Playbook add a note or comment – Currently, HR Service Delivery Playbook is only available for use with lifecycle event HR cases.

    • HR Playbook open a case or a task – Currently, HR Service Delivery Playbook is only available for use with lifecycle event HR cases.

    • HR Playbook see activity – Currently, HR Service Delivery Playbook is only available for use with lifecycle event HR cases.

    • HR Playbook add attachment – Currently, HR Service Delivery Playbook is only available for use with lifecycle event HR cases.

    • HR Playbook rescind an activity – Currently, HR Service Delivery Playbook is only available for use with lifecycle event HR cases.

    • View email sent to opened for or subject person – Currently, HR Service Delivery Playbook is only available for use with lifecycle event HR cases.

  • HR Service Delivery Agent Workspace integration with Universal Request – With the integration of HR Service Delivery Agent Workspace and Universal Request applications, you can provide a consistent user experience for employees while creating service requests.

    • Create an HR case – Create an HR case from a universal request record to restore service to a customer as soon as possible. After creating the HR case record, you can investigate potential solutions.

    • Work on an HR case – Provide resolution to an HR case that is initiated from a Universal Request.

    • Transfer an HR case – Transfer an HR case back to the Universal Request queue, or to another department with or without resolution.

  • Recommended Actions for HRSD – The Recommended Actions for HRSD provides real‑time, actionable guidance and relevant resources that help HR agents speed up case resolution.

    • Explore – The Recommended Actions for HRSD provides real‑time, actionable guidance, and relevant resources that help HR agents speed up case resolution.

    • Configure – Configure recommended actions to create a context, rule, and recommendations with action types such as guidance.

    • Install Recommended Actions for HRSD – You can install the Recommended Actions for HRSD application (com.sn_hr_ra) if you have the admin role.The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

    • Configure HR case context – Configure recommended actions to create a context, rule, and recommendations with action types such as guidance.

  • Alumni Center – The Alumni Center is your dedicated hub to stay connected with the organization after your tenure.

  • Explore – Use the Alumni Center to discover resources that keep you connected, update your profile, access HR services, stay informed with company news, and browse job listings.

    • Alumni profile – Update your personal details and maintain your employment history in your Alumni profile.

    • Alumni job opportunities – Discover job opportunities tailored to your skills and interests, and explore roles that align with your experience.

  • Configure – Set up your Alumni Center so you can communicate with your former employees or non-employees.

    • Configure alumni creation – As an admin, use the various configurable methods to enable seamless employee-to-alumni transition.

    • Properties – Use properties to control the behavior of the Alumni Center.

    • Add an import set – Use System Import Sets to upload your file of alumni.

    • Edit staged users – Use Staged Alumni to ensure the import set upload and transform process ran correctly. It also ensures that your uploaded alumni are configured with the correct user ID.

    • Configure alumni job preferences – Set the questions that the alumni can choose to receive tailored job recommendations.

  • System notifications – The Alumni Center uses system notifications to alert alumni with an email providing their user ID and a separate email with a password.

    • Configure – Use Notifications, to configure the emails that send the user ID and password reset for your alumni.

  • Use – Company alumni or former employees use the Alumni Center to obtain information or maintain communication with your former company.

    • Register on the Alumni Center website – As an external user, sign up using a personal email address and other details to self-register as alumni.

    • Alumni job preferences – Set your preferences for tailored job opportunities. Jobs that best match your profile are recommended based on these preferences.

    • Add other employment details – Update the alumni profile with additional employment details to confirm an accurate career history and provide tailored job opportunities.

    • Edit personal details – Review your personal details and edit them if necessary.

  • Manager Hub – The ServiceNow Manager Hub increases managers self-service and proactive engagement with their team by providing insights and recommended actions for what’s most urgent and important to drive team success. It enables managers to grow as leaders through curated and personalised resources.

  • Explore – Learn how to set up and start using Manager Hub.

  • Configure – Configure Manager Hub by setting up data suitable to the needs of people managers in your organization.

    • RCA approvals – After you install Manager Hub, you might encounter Restricted Caller Access (RCA) approval messages requesting for an update in the access request.

    • Activate scheduled job – Activate and run the Add Manager Hub user role scheduled job to assign the Manager Hub user role to new people managers. When the scheduled job runs, it considers delta changes and assigns the Manager Hub user role to new managers only.

    • Configure important dates – Configure important dates, such as employee leaves, employee birthdays, or anniversaries, that you want to display on the Upcoming team events widget in Manager Hub.

    • Configure manager insights – Configure the manager insights skill in ServiceNow Otto for HRSD to generate a summary of team data in Manager Hub.

    • Configure team requests – Configure the type of team requests that you want to display on the Requests opened by your team widget in Manager Hub.

    • Configure team data – Configure team data that you want to display on employee cards and modal in the Team members tab in Your team menu. Team data configurations are required to support column configurations and filter configurations.

    • Configure team column data – Configure column titles that you want to display on the Team members tab in Your team menu. For example, configure a column title to denote the current status of an employee such as new hire, or on leave.

    • Configure team filters – Configure team filters that you want to display on the Team members tab in Your team menu. For example, a team filter can be Employee Type, which in turn contains other filters such as position and location type.

    • Set up direct reports – Set up View as Direct reports to help managers guide their team members by viewing articles as seen by their direct reports on the Manager Hub.

    • Configure daily stats – Configure daily stats records that you want to display on the Manager Hub. Daily stats can be information related to employee PTO, employee location, and so on.

    • Configure to do mappings – Create additional conditions or mappings to display managerial tasks and requests.

    • Configure widgets – Configure the widgets in the Manager Hub and Team Insights pages as per your business requirements.

  • Use – Support your team and find resources to grow as leaders using the Manager Hub application.

    • Get team brief – Summarizes the most important information and actions for you to focus on. Displays items that need your attention, upcoming team events, and requests opened by your team members.

    • Proactive prompts – Recommend actions to managers based on collected data and best practices, help managers understand team insights, and guide them with next steps. Enable managers to act on potential issues proactively.

    • Generate team summary – Generate a summary from your team’s data to quickly review activities, progress, and next steps.

    • Know your team members – Effectively manage a globally disbursed team. Understand your team’s needs and activities to support them better.

    • Set up direct reports – Set up View as Direct reports to help managers guide their team members by viewing articles as seen by their direct reports on the Manager Hub.

    • View employee details – Use the employee modal for a quick overview of your employee’s details.

    • Get team insights – Find data visualizations about your team, their service requests, journeys, and learnings.

    • Know your team’s skills – Understand the current skills and the targeted skills of the team so that you’re empowered to develop the right skill-set in the team for today’s and tomorrow’s business requirements.​ Help your employees utilize different tools of Talent Development such as learning, growth plans, mentoring to build new skills or bridge existing skill gaps.

    • Skill summary – Do a deeper analysis of skills of your team. Understand your team’s top strengths and areas of growth.

    • View skill distribution – Get a deep-dive understanding of the skills on your team. Get an overview of different skills that the team members possess along with the count of people across each skill in the team.

    • View employee cards – View the score percentages of an employee based on an employee’s validated skills and proficiencies, compared to their role-based skill requirements.

    • View skill details – Get a deeper understanding of skill details of an employee, proficiency levels, and gaps.

    • Utilize Manager Library – Discover curated and personalised leadership resources for multiple departments and systems. Get tools and resources to efficiently manage your team and self.

    • Use employee summary topic – Activate and use the Employee Summary Virtual Agent topic to access employee contribution summaries, view consolidated profiles, and track employee progress.

  • Integrate – Extend Manager Hub capabilities by integrating with other applications.

  • Reference – Reference topics provide additional information about user roles, tables, and default configurations in Manager Hub.

    • Components installed – Several types of components are installed with activation of the Manager Hub [sn_mh] plugin, including tables, user roles, and scheduled jobs.

    • Campaign contributions – Default campaign configurations are available to use after you have activated Manager Hub Campaigns display predefined content on Manager Hub.

    • Default configurations for important dates – Predefined set of important dates configurations are available to use once you have activated Manager Hub from ServiceNow Store.

    • Default configurations for team requests – Predefined set of team request configurations are available to use after you have activated Manager Hub from ServiceNow Store.

    • Default configurations for team data – Predefined set of team data configurations are available to use once you have activated Manager Hub from ServiceNow Store.

    • Default configurations for team column data – Predefined set of team data configurations are available to use after you have activated Manager Hub from ServiceNow Store.

    • Default configurations for filter groups – Predefined set of filter group configurations are available to use after you have activated Manager Hub from ServiceNow Store.

    • Default configurations for daily stats – Predefined set of daily stat configurations are available to use once you have activated Manager Hub from ServiceNow Store.

    • Default configurations for To do’s – Default set of To do’s configurations are available to use after you have activated Employee Center Core. These configurations display managerial tasks and requests in Manager Hub.

    • Default proactive prompts – Default signal configurations, signal categories, and an action URL are available to use on activating Manager Hub and Proactive Prompts.

    • Use the View menu icon – Use the View menu icon ( View menu icon ) to view org menu, interact with an employee or assign a learning course.

    • Assign learning form – Use the Assign learning form to assign a learning course to an employee.

    • Create a conversation form – Use the Create a conversation form to schedule a conversation with an employee when the Microsoft Outlook integration isn’t enabled for Manager Hub.

    • Schedule a conversation form – Use the Schedule a conversation form to schedule a conversation with an employee when the Microsoft Outlook integration is enabled for Manager Hub.

  • Leader Hub – Leader Hub empowers organizational leaders to understand the strengths of their teams, identify gaps in skills, and facilitate changes that are simultaneously conducive to their workforce and the achievement of desired business outcomes.

  • Explore – The Leader Hub app provides organizational and HR leaders with visibility into their organization’s talent so they can comprehensively understand the landscape of their workforce. This application helps leaders gauge their team’s strengths and deficiencies to confirm their employees have the appropriate skills and expertise to succeed in the present and future.

    • At a glance page – The At a glance page provides your organizational and HR leaders with instant access to a comprehensive overview of their organization’s talent. This page offers a glance at data that measures employee engagement and skill proficiency, along with a glimpse of the teams that comprise your organization.

    • Org talent page – The Org talent page provides your organizational leaders with a centralized location to view the talents of each team that exists within their organization.

    • Team details page – The Team details page provides your organizational leaders with visibility into the skills and talent composition of a team that exists within the leader’s organization.

  • Install and configure – Install the Leader Hub application to give organizational leaders and their supporters access to resources that help them guide, influence, and motivate teams within their organization. Administrators can configure components of the application to meet the specifications of your organization.

    • Install – Install the Leader Hub application to equip your organizational and HR leaders with the necessary tools to cultivate growth, develop talent, and make critical decisions that guide their organization toward long-term prosperity. The Leader Hub app gives leaders access to data about their organization’s talent from the Employee Center.

    • Configure metrics for employee engagement – Use the Leader Hub Metric Configurations table to configure metrics for employee engagement with certain applications in the Talent Development suite. The configurable options are applicable to the metrics that appear in the Growth engagement widget and the employee cards on the Org talent page.

    • Configure time range data in tenure widgets – Use the Leader Hub Team Composition Configuration table to configure the time range data that appears in the following widgets: Range of years spent at the company and Time spent in current positions. These widgets appear on the Team details page.

    • Assign a leader or supporter role to a user record – Provide organizational leaders and supporters with access to Leader Hub by assigning the required roles to their user record.

    • Create support relationships – Use the Org Support Relationships table to create a relationship between an organizational leader and an organizational supporter. After the relationship is established, supporters can use Leader Hub to view their designated leader’s organization and provide support accordingly.

    • Quick start tests – Validate that Leader Hub still works after you make any configuration change such as applying an upgrade or developing an application. Copy and customize these quick start tests to pass when using your instance-specific data.

    • Run quick start tests – Run quick start tests to verify the Leader Hub app still works after each upgrade and deployment of new applications or integrations. If you customized Leader Hub, you must configure the quick start tests to ensure they’re compatible with your customizations.

  • Using Leader Hub – Use the Leader Hub app to access pertinent data about the talent in your organization so you can enhance employee engagement, adapt to changing circumstances, and make data-driven decisions that steer your organization toward success.

    • View north-star and drill-down metrics – View the north-star and drill-down metrics that appear in the Growth engagement widget. Use this data to gauge the level of employee engagement with the growth tools provided in the Talent Development suite of applications.

    • View team details – Gain visibility into the skills and talent composition of each team in your organization. Use this data to determine the strengths and deficiencies of each team so you can drive changes that steer your employees toward success.

    • Use the View menu icon – Use the View menu icon ( View menu icon ) to view the career profile of an employee, schedule or create a conversation, or send emails.

    • View skill details – View skills relevant to your organization and metrics that you can use to identify critical skill gaps. This data can be used to hold managers responsible for developing talent within their teams.

    • View organizations you support – View your designated leader’s organization so you can provide support in the capacity required for the organization to succeed. Supporters to whom the leader has delegated tasks and responsibilities can access Leader Hub to provide support accordingly.

    • Use the Employee Summary VA topic – Activate and use the Employee Summary Virtual Agent topic to access employee contribution summaries, view consolidated profiles, and track employee progress.

  • Integrate – Extend the Leader Hub application’s capabilities by integrating with the Talent Development suite of applications to acquire pertinent data about the talent in your organization.

  • Reference – Reference topics provide additional information about the lists and forms that you use to configure and administer Leader Hub.

    • Metric configurations table – The form associated with a record in the Leader Hub Metric Configurations table enables you to configure metrics for employee engagement with certain applications in the Talent Development suite. The configurable options are applicable to the metrics that appear in the Growth engagement widget and the employee cards that appear on the Org talent page.

    • Org Support Relationships table – The form associated with a record in the Org Support Relationships table enables you to create a relationship between an organizational leader and an organizational supporter. After the relationship is established, supporters can use Leader Hub to view their designated leader’s organization and provide support accordingly.

    • Create a conversation form – Use the Create a conversation form to schedule a conversation with an employee when the Microsoft Outlook integration isn’t enabled for Leader Hub.

    • Schedule a conversation form – Use the Schedule a conversation form to schedule a conversation with an employee when the Microsoft Outlook integration is enabled for Leader Hub.

  • Federal plugin – The ServiceNow, Inc. Federal plugin provides data elements for public sector customers. These align with HCIM (Human Capital Information Model), the Federal human capital management data standard. HCIM was developed by the Human Resources Line of Business at the Office of Personnel Management.

  • Set up Federal plugin – Set up the Federal plugin.

    • Activate Federal plugin – Set up the Federal plugin.

    • Import an excel template for Federal plugin – Set up the Federal plugin.

  • Using Federal plugin – With the Federal plugin, promote interoperability between agencies or shared services and augment the delivered HR Service Delivery and ServiceNow AI Platform tables.

  • Federal plugin reference – Reference topics provide additional information about tables in Federal plugin.

    • Components installed with Federal plugin – Reference topics provide additional information about tables in Federal plugin.

  • Learning Core – The ServiceNow Learning Core application enables you to build a learning content repository by integrating with third-party Learning Management Systems, such as Cornerstone OnDemand, Udemy, PluralSight, Sumtotal and Saba learning systems. It allows you to configure learning catalogs that contain course items from both external learning systems and internal learning systems.

  • Exploring Learning Core – The ServiceNow Learning Core application enables you to build a learning content repository by integrating with third-party Learning Management Systems, such as Cornerstone OnDemand, Udemy, PluralSight, Sumtotal and Saba learning systems. It allows you to configure learning catalogs that contain course items from both external learning systems and internal learning systems.

    • Learning Core Home page – Learning Core home page provides a consolidated view of the learning catalogs and learning management systems that have been configured in the Learning Core application.

  • Configuring Learning Core – Set up and configure Learning Core with a learning management system to build a learning content repository.

    • Install Learning Core – You can install the Learning Core application (sn_lc) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

    • Administration tasks in Learning Core – Complete the administrative tasks in Learning Core with the Learning admin [learning_admin] role.

    • Create a source for a learning system – Create a source record for the third-party learning system that you want to integrate with your ServiceNow instance.

    • Configure properties for Learning Core – Configure properties for various settings used in Learning Core.

    • Configure a learning system – Configure the learning system so that the schedule flow pulls learning content from the third-party system into a ServiceNow instance.

    • Integrating Learning Core with third-party learning management systems – Connect your ServiceNow instance with third-party learning systems to pull learning content into a single repository.

    • Sources for Learning Core – Once you set up the Learning Core application, the source record for Cornerstone On Demand, Pluralsight, Udemy, Sumtotal, and Saba applications are automatically created in the Source module in Enterprise Service Management Integrations Framework. The source records in the Enterprise Service Management Integrations Framework application contain a predefined set of properties and integration services.

    • Activate Learning Core flows – Activate the flows that run on a schedule basis to pull learning course items from the Cornerstone OnDemand, Udemy, Pluralsight, Sumtotal , and Saba applications into the ServiceNow application.

  • Managing course and catalog content – Create, curate, and manage learning content in Learning Core.

    • Create a course catalog – Create a course catalog to maintain courses under one category and drive access control.

    • Create courses to add to a course catalog – After creating a course catalog, create new course items to add to the course catalog and categorize them accordingly.

    • Define user access to course catalog – After creating a course catalog, define user access criteria at the course catalog level.

    • Create a content collection – Create a content collection in Learning Core to dynamically group learning content that includes multiple internal and external courses.

    • Add course items to collection – After you create a collection, add course items as groupings of courses that are orchestrated within ServiceNow.

    • Define user access to course within a collection – Define user access to the collection to define who has read access to the collections.

    • Add learning course sections – Add learning course sections to collections.

    • Create internal learning content – Create internal learning courses so that employees can learn new content and enhance their skills set.

    • View external learning content – View details of all the courses items that are pulled from external sources into the ServiceNow application.

    • Create a learning library – Create a learning library that includes learning content from internal and external content repositories.

    • Add course items to learning library – To add course items to the catalog.

    • Add users to learning library – You can add applicable users to a learning library.

    • Create a learning task – Assign a learning task to an employee that can be completed from the To-dos page in Employee Center.

  • Reporting Solutions for Learning Core – Learning Experience Dashboard provides a consolidated report on courses in each repository, catalogs with courses, and learning tasks status.

  • Learning Core Reference – Reference topics provide additional information about Learning Core.

    • Components installed with Learning Core – Several types of components are installed with activation of the Learning Core [sn_lc] plugin, including user roles, and tables.

    • Course catalog form – Use the course catalog form to create a new learning course catalog.

    • Learning library form – Use the learning library form to create a learning library.

    • Learning task form – Assign a learning task to an employee that can be completed from the To-dos page in Employee Center.

    • Life-cycle stages of a content collection in Learning Core – The State transition of a collection guides you through the stages of its life cycle.

    • Learning internal content form – Use the Learning internal content form to create internal Learning courses so that employees can learn new content and enhance their skills set.

    • Learning External Contents form – Description of the field values in the Learning External Content form.

    • Collection form – Use the Collection form to create a content collection in Learning Core to dynamically group learning content that includes multiple internal and external courses.

  • Workforce Optimization overview – Workforce Optimization for HR simplifies the daily routine of HR Agent Managers to develop high-performing teams by optimizing schedules and work assignments, respond to ad hoc changes in real time, manage time-off requests and providing the skills they need to succeed—all in one workspace.

  • Explore – Use Workforce Optimization for HR to optimize your workforce and manage your teams efficiently.

    • Workforce Optimization for HR Manager Workspace – The Manager Workspace landing page displays metrics of the on-going work and helps managers to take informed decisions.

  • Configure – Enable Workforce Optimization for HR and configure settings to use Scheduling, Teams, and Coaching applications.

    • Activate – Workforce Optimization for HR solution is highly modular, offering a wide range of capabilities such as Scheduling, Coaching, and Teams applications in Manager Workspace. Configurable Workspace (sn_hr_wfo_workspa) plugin activates all other dependent plugins to enable users to access Scheduling, Coaching, and Teams applications in Workforce Optimization for HR.

    • RCA approvals – After you install or upgrade to the latest Workforce Optimization for HR from ServiceNow Store, you might encounter Restricted Caller Access (RCA) approval messages.

    • Domain Separation – Domain separation is supported for Workforce Optimization for HR. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

    • Configure scheduling – Manage events the team calendar. Create schedule plans, shift plans, event categories, and event types.

    • Configure event categories – Add event categories and create or update field configurations for events in the Manager workspace.

    • Create event types – Create multiple events and add them to the team calendar.

    • Configure schedule adherence properties – Configure schedule adherence properties to calculate the adherence to improve the operational efficiency of your organization.

    • Modify schedule adherence and conformance formulas by using extension points – Configure and tweak the schedule adherence and conformance formulas using scripted extension points to customize them for your organization.

    • Event type extension points – Use extension points to call scripts for event categories such as meeting, time off, or work time.

    • Configure teams – Organize your teams into assignment groups and create reports for those groups to can gain visibility into the team’s performance.

    • Create KPI Groups to monitor performance – Create key performance indicator (KPI) groups with the KPIs that matter most to your teams. When you associate your KPI groups with assignment groups, you can monitor your team’s performance.

    • Add managers to a KPI assignment group – Add managers to a KPI assignment group.

    • Configure coaching – Manage agent skills and assess the quality of completed tasks. Use predictive intelligence to recommend skills for agents. Train your agents with internal and external learning content.

    • Configure an indicator to display in the Coaching Overview tab in Workforce Optimization for HR – Add a system property to display the desired indicator in the Coaching Overview tab in the Coaching application.

    • Set up skill prediction – Collect skill data based on skills agents have used for case resolution. Use supervised learning to recommend these skills for agents to resolve similar open case. You can also find patterns in how skills are used for case resolution and use unsupervised learning to recommend skills for agents.

      • Use extension points – Use scripted extension points to customize skill prediction for tasks.

    • Configure a list menu – Add list or list categories to modify the list menu for Coaching with Learning in the Coaching application in Workforce Optimization for HR.

    • Configure demand forecast – Configure the data you want to collect, modify forecast parameters and calibrate manual adjustments using Demand Forecast.

    • Configure data collection – Define the data you want to collect for cases, interactions, or any table to forecast the number of agents that you require for your staffing needs.

      • Add parameters to be defined in the formula – Add parameters to be defined in the formula to calculate agent count per hour in a day.

      • Configure resource conversion formula – Configure the resource conversion formula.

      • Group forecast configuration – Associate an assignment group with a Resource Conversion Formula. You can assign a forecast configuration to multiple assignment groups, but an assignment group can have only one forecast configuration.

    • Modify forecast parameters to visualize forecast data – Configure and tweak forecast parameters to see how the forecast behaves when you vary the period length, periods to forecast, or algorithm. You can view the modified forecast on the time-series visualization.

    • Create a manual adjustment for a forecast – Adjust forecasts manually to fine-tune them for greater accuracy. Create the adjustment for a specified time period and analyze how it impacts your forecast.

  • Using Workforce Optimization for HR – Enhance the quality and efficiency of your teams using smart scheduling, team structure, and real-time refreshing single scores. Monitor chat conversations and help agents on cases. Assess the quality of tasks completed, recommend skills for agents, and train them to address skill gaps.

    • Workforce Optimization for HR Manager workspace – Monitor your teams’ work and organizational performance using Workforce Optimization for HR. Stay on top of the status of cases your teams are working on at a given time.

    • Teams in Workforce Optimization for HR – Use Teams to track and analyze performance trends for your teams from a single location. You can monitor the trends for each agent within your team and compare your agents or team members with one another.

    • Analyze performance trends – Use Teams to track and analyze performance trends for your teams from a single location. You can monitor the trends for each agent within your team and compare your agents or team members with one another.

    • Scheduling in Workforce Optimization for HR – Use Scheduling to manage your workforce resources efficiently by planning and managing schedules, staffing, and shifts across your teams all from one location. You can also integrate with on-call scheduling and create shifts and schedule for on-call rotations.

    • Create a shift plan – Schedule shifts for your team to make sure you cover all work assignments and breaks. You can also specify the days of the week that you want to override scheduled shifts.

      • Create a work shift – Create a work shift.

      • Add schedule breaks to a shift – After creating a work shift, you can add schedule breaks to the shift.

      • Create an on-call shift – Create on-call shift.

      • Create on-call rotation – After creating on-call shift, create on-call rotation to be able to rotate the shift among employees.

    • Create a schedule plan – Manage your team’s schedule by creating a schedule plan that covers a span of time and includes your team’s work shifts. You can also assign agents to shifts based on their skills and availability. This way, you can make sure that you are using your resources in the best way possible for your organization.

    • Publish a schedule plan for visibility into team coverage – Generate a preview of your schedule plan and publish it so that your agents can see their shifts and schedules ahead of time. You can unpublish a schedule to make changes and then publish it again.

    • Track and manage team schedule – Create, update, or monitor your teams’ schedule from one location. You can approve or reject requests for swapping shifts or time off for agents within your assignment group.

    • Monitor schedule adherence – Use schedule adherence to evaluate whether or not your agents are adhering to their assigned schedules. You can look for areas where low-value activity can be eliminated or reduced and further analyze staffing levels throughout the day.

    • Analyze adherence and conformance – View the time worked summary of your team members to determine if your teams are adhering to the planned schedules. You can also use historical adherence, which is a reporting view of real-time adherence, to see how well your agents have followed their schedules in the past.

    • Analyze staff alignment using Demand Forecast in Workforce Optimization for HR – Use Demand Forecast to plan the number of staff members that you require so that you have enough agents to do the job.

    • Add events to a team calendar – Create a meeting, training, time-off request, or an adhoc work event from the team calendar.

    • Swap your agents’ shifts in Workforce Optimization for HR – Swap an agent’s shift in your assignment group with another agent who can work on that shift and skip the approval process.

    • Coaching in Workforce Optimization for HR – Use Coaching in Workforce Optimization for HR to assess your team’s abilities to efficiently resolve cases by reviewing their work at critical moments.

    • Skills Overview in Workforce Optimization for HR – Use Skills Overview to analyze skill data such as how many skills are assigned to users and tasks. You can also see how many experts you have for a particular skill and the overall skill coverage by your teams.

    • Learning in Workforce Optimization for HR – Use Coaching with Learning to train your agents with internal and external learning content. Organize similar content into learning libraries. Assign learning tasks to your agents and track completion. Create learning paths that include a collection of courses on a specific topic associated with a set of skills.

      • Create a course catalog in Workforce Optimization for HR – Create course catalogs and set user criteria to define user access to the course items and learning paths associated with it.

      • Create a learning library in Workforce Optimization for HR – Create a learning library to organize related content into categories.

      • Create internal learning in Workforce Optimization for HR – Add internal courses so that agents can learn new content and enhance their skill set.

      • Access external courses on Workforce Optimization for HR – Add courses from external sources such as Udemy, Pluralsight, or Cornerstone to enable your users to gain skills from external content.

      • Assign a course item to agents – Assign a course item to one or more agents and add a due date for them to complete the course.

      • Create a learning path in Workforce Optimization for HR – Create a learning path, add relevant skills and course items, and publish the path. When your agents complete the path, any skills associated with the path are automatically added to the agent’s profile.

      • Assign a learning path to agents – Assign a learning path to one or more agents and add a due date for them to complete the path.

      • Create a learning task – Create learning tasks for agents to keep track of their learning activities.

  • Workforce Optimization for HR reference – Workforce Optimization for HR reference includes information about the roles, system properties, and tables installed.

    • Components installed with Workforce Optimization for HR – Workforce Optimization for HR reference includes information about the roles, system properties, and tables installed.

  • Admin Workspace for Service Providers overview – HR Admin Service Provider is a consolidated view of customers service usage and consumption, which gives service provider admins the opportunity to make data driven decisions.

  • Use Guided Tours in Admin Workspace for Service Providers – Use Guided Tours in Admin Workspace for Service providers to get an overview of the workspace.

  • HR Success Dashboard indicators – HR Success Dashboard indicators provides service and performance insights to the HR leadership team and process owners. You can measure the performance of the HR implementation using the different KPIs.

  • Explore the HR Success Dashboard indicators – Get an overview of the HR Success Dashboard indicators to understand the different components on the dashboard and how can you use the dashboard for your organization.

    • HR Success Dashboard indicators components – Analyze the performance and self-solve data visually and drive business outcomes with the help of the dashboard components.

  • Configure HR Success Dashboard indicators – Set up the HR Success Dashboard so that HR leadership teams and process owners can start using the dashboard.

    • Install the HR Success Dashboard indicators – Install the HR Success Dashboard indicators application to get performance and service insights for your organization. The application installs related ServiceNow Store applications and plugins in case those are not already installed.

    • Configure tracked Knowledge Base for the self-solved KPI – By default, the Self-solved using Knowledge KPI in the HR Success Dashboard tracks articles views only in the Human Resources General knowledge base. If your organization uses a different knowledge base or multiple knowledge bases, complete these steps to update the scope.

    • Configure the Virtual Agent topics – Configure the Virtual Agent (VA) topics for HR Success Dashboard indicators to display data correctly in case you have topics other than the base system topics.

    • Run Update formula script for HR Success Dashboard indicators – Run the update formula script to recalculate all the formulas in the HR Success Dashboard indicators, if you see outdated data in the dashboard.

    • Activate Performance Analytics jobs – Activate the Performance Analytics (PA) jobs for the HR Success Dashboard indicators to collect daily and historical data.

  • Measure the performance of the HR implementation – Use the HR Success Dashboard indicators to measure the performance of your HR implementation using different KPIs.

    • Monitor the KPIs of the HR implementation – Use the HR Success Dashboard indicators to measure the performance of your HR implementation using different KPIs.

  • Reference – See additional information about components installed with the HR Success Dashboard indicators.

    • KPI definitions and formulas – Enable HR Success Dashboard indicators to use the Key Performance Indicators (KPIs) and formulas.

  • Proactive Prompts – Proactive Prompts enable contextual and proactive engagement for managers and employees by bringing actionable insights as prompts into their flow of work.

  • Exploring Proactive Prompts – Learn how to use the Proactive Prompts application in your organization, configuring the signal for prompts, generating the prompts, and displaying them with actions on the selected channels.

  • Install Proactive Prompts – You can install the Proactive Prompts application (com.sn_pp) if you have the admin role.

  • Configuring Proactive Prompts – If you have the admin role, you can install the Proactive Prompts application and configure it to display relevant prompts to the managers and employees in your organization. With these instructions, you can enable workflow efficiency and quicker turnaround.

    • Create a signal – Configure signals to determine what prompts to send, whom to send them to, where and when to send them, and to generate them to send to your user.

    • Add new prompt header – Add intuitive headers to the prompts displayed on the Employee Portal to enable users to identify the type of prompt easily.

    • Create a data source – Specify where and how to get the data you want to use to send insights to users.

    • Configure delivery channels – Configure a channel to display the prompts to end users in their workflow.

    • Configure signal categories – Create and configure categories to enable efficient search of prompts grouped under the same categories.

    • Configure signal actions – Set signal actions to enable end users who receive a prompt through Virtual Agent to act on it.

    • Configure signal schedules – Schedule that determines when to run the signal configuration to generate prompts that notify the user to act on.

    • Add and configure the prompt widget – Add and configure the prompt widget to access Proactive Prompts on a portal.

  • Use – You can use Proactive Prompts application to send informative and actionable insights to managers and employees by keeping them informed and encouraging them to act immediately.

    • Now Assist with Proactive Prompts – Your employees and managers can use conversational actions to see their pending HR tasks and how much remaining time off they have by using the Now Assist with the Proactive Prompts integration.

    • Opting out of a prompt in Employee Portal – Choose not to receive a specific prompt by opting out of the signal displayed in Employee Portal.

    • Opting out of a prompt in Virtual Agent – Choose not to receive a specific prompt by opting out of the signal displayed in Virtual Agent.

  • Proactive Prompts dashboard – Use the Proactive Prompts dashboard to view the usage analytics and key metrics of the prompts that are generated to provide actionable insights in the flow of work.

  • Reference for Proactive Prompts – Reference topics provide additional information about user roles, tables, and default configurations in Proactive Prompts.

    • Components installed – Several types of components install with the activation of the Proactive Prompts application, including user roles and tables.

    • Tokens in Proactive Prompts – Token placeholders indicate the data that will be replaced during runtime.

    • Types of data sources – Data sources are the different type of data retrieving methods from data tables in Proactive Prompts.

    • Actions and action groups – Actions provide the user the ability to act on the prompt.

    • Signal data source form – Form to create a data source for the signal.

    • Signal configuration form – Form to create a signal in Proactive Prompts.

  • HR Service Delivery for mobile – The HR Service Delivery for mobile plugin enables employees to access HR Service Delivery features from their mobile devices.

  • Activate HR Service Delivery for mobile – Activate the HR Service Delivery for mobile plugin (sn_hr_mobile) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.

    • Components installed with Now Mobile for HR Service Delivery – Several types of components install with the activation of the Now Mobile for HR Service Delivery plugin, including tables and user roles.

    • Configurations for the Now Mobile app for HR Service Delivery – Configure options for the Now Mobile app for HR Service Delivery.

  • Administer Now Mobile – Configure the Now Mobile experience for your employees to enable them to access features from Lifecycle Events, Journey designer, and Agent Chat in their mobile devices.

    • Configure a media section for Now Mobile – Configure one or more of the media sections for Now Mobile to provide relevant content to new hires at different stages of the onboarding process.

    • Enable Agent Chat in Now Mobile – Activate the Chat quick action so that your new hires can chat with a live or virtual agent.

  • Hiring manager experience for new hire onboarding – If you’re using the Now Mobile app with the Lifecycle Events for Enterprise [com.sn_hr_lifecycle_ent] plugin, hiring managers can track the onboarding progress of their new hires in a single and consolidated section.

  • HR Multi Instance Integration – The ServiceNowHR Multi Instance Integration centralizes the delivery of HR services in a shared services model, enabling consumers and providers to connect their instances to securely build business workflows across the ServiceNow ecosystem.

  • Explore – Learn about the benefits and key offerings of the HR Multi Instance Integration application.

    • Domain separation guidelines – Review these domain separation guidelines before using the HR Multi Instance Integration application.

  • Configure – Plan and configure your implementation of HR Multi Instance Integration.

    • Import users – Import users from consumer system of records into a provider instance.

    • Configure for Provider – Plan and implement the configuration of HR Multi Instance Integration for Provider.

    • Activate for Provider – You can install the HR Multi Instance Integration for Provider application if you have the admin role.The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

    • Configure for Consumer – Plan and implement the configuration of HR Multi Instance Integration for Consumer.

    • Activate for Consumer – You can install the HR Multi Instance Integration for Consumer application if you have the admin role.The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

  • Use – Use HR Multi Instance Integration to place an HR service request from a consumer instance and fulfill it from a provider instance.

    • Use for Provider – Fulfill a remote HR service request that is placed from a consumer instance to a provider instance.

    • Use for Consumer – Access a remote catalog item (hosted by a remote service provider) and submit the catalog item with the required details from your Employee portal. An HR case is created in the provider instance which is fulfilled by a provider agent.

  • Reference – Reference for HR Multi Instance Integration.

    • Installed for Provider – Reference for HR Multi Instance Integration.

    • Installed for Consumer – Reference for HR Multi Instance Integration.

    • General guidelines and limitations – Reference for HR Multi Instance Integration.

  • Integration of HR Service Delivery with third-party systems – Extend HR Service Delivery capabilities by integrating with other third-party systems.

  • HR Integrations – Integrate HR Service Delivery with HR management systems to synchronize employee profiles, to-dos, and other data; background check systems to request background checks.

    • Activate – You can activate Human Resources Scoped App: Integrations [com.sn_hr_integrations] if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.

    • Components installed – Several types of components install with the activation of the HR Integrations plugin, including tables, user roles, and scheduled jobs.

    • Integrating with the First Advantage service – The preconfigured First Advantage integration uses SOAP services to request background checks through the First Advantage service. You can use the preconfigured integration as-is or customize it to meet your needs.

    • Provide source credentials – Provide the source and SOAP credentials for the First Advantage service so that it can be accessed for integration.

    • Verify integration – The integration is configured to push background check data between the HR service in HR Service Delivery and the First Advantage service. You can verify the preconfigured settings and determine whether they meet your needs or if further customization is required.

    • Add background check packages – Add one or more background check packages to your instance so they can be accessed when a request for a background check by First Advantage is made. For example, you can add a package for a background check only and a package for both a background check and drug screening.

    • Integrating with the Accurate Background service – The preconfigured Accurate Background integration uses REST services to request background checks through the Accurate Background service. You can use the preconfigured integration as-is or customize it to meet your needs.

    • Provide source credentials – Provide the source and REST credentials for the Accurate service so that it can be accessed for integration.

    • Verify integration – The integration is configured to push background check data between the HR service in HR Service Delivery and the Accurate service. You can verify the preconfigured settings and determine whether they meet your needs or if further customization is required.

    • Add background check packages – Add one or more background check packages to your instance so they can be accessed when a request for a background check by Accurate is made. For example, you can add a package for a background check only and a package for both a background check and drug screening.

    • Integrating with the Sterling Talent Solutions service – The preconfigured Sterling Talent Solutions integration uses REST services to request background checks through the Sterling service. You can use the preconfigured integration as-is or customize it to meet your needs.

    • Provide source credentials – Provide the source and REST credentials for the Sterling service so that it can be accessed for integration.

    • Verify integration – The integration is configured to push background check data between the HR service in HR Service Delivery and the Sterling service. You can verify the preconfigured settings and determine whether they meet your needs or if further customization is required.

    • Add background check packages – Add one or more background check packages to your instance so they can be accessed when a request for a background check by Sterling is made. For example, you can add a package for a background check only and a package for both a background check and drug screening.

    • CIC Plus service – Integrate with the CIC Plus service so that you can enable US-based new hires to provide relevant tax information as part of the onboarding process.

    • Configure – Integrate with the CIC Plus service by configuring a SAML connection between your third-party identity provider (IDP) and CIC Plus accounts.

  • Enterprise Service Management Integrations Framework – The ServiceNow Enterprise Service Management Integrations Framework application contains common components that can be used for integrating your ServiceNow application with third-party systems. It uses the flow designer capability to communicate with external instances and third-party systems.

    • Configure ESM framework – Understand how to set up Enterprise Service Management Integrations Framework to use for integration with third-party systems.

    • Create a source in Enterprise Service Management Integrations Framework – Create a source record that represents the third-party system which is integrating with your HR Service Delivery application.

    • Create an integration service in Enterprise Service Management Integrations Framework – Create an integration service to connect with the third-party system.

    • Create transform maps in Enterprise Service Management Integrations Framework – Create a transform map to specify data relationships between the import set table and the target table.

    • Create a subflow using Template Integration Gateway – Use the Template Integration Gateway as a reference to create the supported subflows for Integration Gateway.

    • Configure Integration Provider Mapping (Decision table) – Add input choices and define conditions and results in a decision table for the Integration Gateway subflow to review and generate output results.

    • Use – Understand how you can use Enterprise Service Management Integrations Framework to connect with a third-party system.

    • View tasks of a third-party system – View tasks that are pulled from the third-party system into Enterprise Service Management Integrations Framework.

    • View job tracker details – View details of the source job and service job, such as when did the job begin and end, when did the records start loading into staging tables, or did the job run completely or fail in between.

    • Use External Interface to push records into a third-party system – Use External Interface to view details of records that are being pushed from ServiceNow into a third-party system.

    • Enterprise Service Management Integrations Framework reference – Reference topics provide additional information about the Enterprise Service Management Integrations Framework, including lists and forms.

    • Components installed – Several types of components are installed with activation of the Enterprise Service Management Integrations Framework [sn_hr_integr_fw], including tables and user roles.

    • Widgets to display tasks from a third-party system – The HRSD Framework Integration and HRSD Integration Framework Complete pre-configured widgets help to display tasks from a third-party system to the To-dos page in Employee Center.

    • ServiceNow Otto for HR Service Delivery (HRSD) Virtual Agent topic mapping for Enterprise Service Management Integrations Framework – View the Virtual Agent topic-feature-service mapping for ServiceNow Otto for HR Service Delivery (HRSD) integration with Enterprise Service Management Integrations Framework.

  • HR Service Delivery Integration with Cornerstone OnDemand – The ServiceNow HR Service Delivery Integration with Cornerstone OnDemand application enables you to display relevant learning courses for employees as part of their To-do tasks in the ServiceNow Employee Center.

    • Configure – Understand how to set up the HR Service Delivery Integration with Cornerstone OnDemand application for pulling learning courses from the Cornerstone OnDemand system into the ServiceNow system.

    • Use deep link – Use the deep link prefix to pull learning objects from the Cornerstone OnDemand system during run time.

    • Configure the flow – Specify the frequency and time at which you want to run the scheduled flow that pulls learning objects, users, and transcripts from the Cornerstone OnDemand application into the ServiceNow system.

    • Configure learning objects – Add or remove learning objects that appear on the To-dos page as learning tasks using the sn_hr_cornerstone.filtered_learning_objects system property.

    • Reference – Reference for HR Service Delivery Integration with Cornerstone OnDemand

    • Components installed – Several types of components are installed with activation of the HR Service Delivery Integration with Cornerstone OnDemand plugin [sn_hr_cornerstone], including tables and user roles.

    • Source – Once you set up the HR Service Delivery Integration with Cornerstone OnDemand application, the source record for Cornerstone On Demand application is automatically created in Enterprise Service Management Integrations Framework, Source module. The Cornerstone OnDemand source record in the in Enterprise Service Management Integrations Framework application contains a predefined set of properties and HR Integration Services.

    • HR Integration services – Once you set up the HR Service Delivery Integration with Cornerstone OnDemand application, HR integration services for Cornerstone are automatically created in Enterprise Service Management Integrations Framework. The flows in HR Integration Services communicate with the Cornerstone OnDemand system to pull users, learning objects, and transcripts into ServiceNow.

    • Users – Users from the Cornerstone OnDemand system are mapped to the users in ServiceNow system using email Ids. User mapping helps in assigning learning tasks to the correct user in the ServiceNow system.

    • Learning objects – View details of learning objects that are pulled from the Cornerstone OnDemand system to ServiceNow system. Learning objects help in navigating users to the correct learning to-do details.

    • Status mapping – Once you set up HR Service Delivery Integration with Cornerstone OnDemand, mapping between transcript status ID and status value is displayed in the Status page in HR Service Delivery Integration with Cornerstone OnDemand. This information helps to manage the task external status in the HR Pulled Integration To-do table, for Cornerstone OnDemand system.

    • Transform maps – By default, when HR Service Delivery Integration with Cornerstone OnDemand is set up, the CSOD user mapping transform and CSOD learning object mappings transformation maps are automatically available for HR Service Delivery Integration with Cornerstone OnDemand. These transform maps specify data relationships between source table and target table.

  • HR Service Delivery Integration with Magnit – The ServiceNow HR Service Delivery Integration with Magnit application provides a seamless experience to track and manage onboarding activities of contingent workers.

    • Explore – Understand the end-to-end work flow of HR Service Delivery Integration with Magnit.

    • Status communication to Magnit – Understand how the status of user onboarding tasks are communicated from the ServiceNow instance to the Magnit application.

    • Configure – Configure HR Service Delivery Integration with Magnit to create onboarding tasks for contingent workers.

    • Map tasks – Map an onboarding item name with HR task template to create an adhoc task for the contingent worker.

    • Source – Once you set up the HR Service Delivery Integration with Magnit application, the source record for HR Service Delivery Integration with Magnit application is automatically created in Enterprise Service Management Integrations Framework, Source module. The Magnit source record in the Enterprise Service Management Integrations Framework application contains a predefined set of properties and HR integration service.

      • HR Integration service – Once you set up the HR Service Delivery Integration with Magnit application, the source record for HR Service Delivery Integration with Magnit application is automatically created in Enterprise Service Management Integrations Framework, Source module. The Magnit source record in the Enterprise Service Management Integrations Framework application contains a predefined set of properties and HR integration service.

    • Activate a schedule flow – Activate the schedule flow that interacts with Magnit to pull contingent workers from Magnit into the ServiceNow AI Platform instance.

    • Reference – Reference for HR Service Delivery Integration with Magnit.

    • Components installed – Several types of components are installed with activation of the HR Service Delivery Integration with Magnit plugin, including tables, and user roles.

    • Default entities – Default entities are available to use on activating HR Service Delivery Integration with Magnit application.

  • HR Service Delivery Integration with Workday – The ServiceNow HR Service Delivery Integration with Workday application is built by Bristlecone, Inc.

    • Configure – Pull Workday tasks or to-dos on regular scheduled basis or on manual basis for provided date range into ServiceNow instance. This allows the employees to view all their to-dos in a single place, Employee Center.

    • Synchronize worker profiles – Pull worker profile data from Workday into ServiceNow. View worker profile details from Workday in ServiceNow HR Service Delivery.

      • Configure worker profile settings – Configure parameters to ensure that worker profiles are synchronized between Workday and ServiceNow.

      • Configure properties for Worker profile synchronization – Set the properties that control Worker profile synchronization.

      • Mapping worker profile fields – The Run Workday Integration Flow schedule flow maps Worker profile fields from Workday to the HR profile fields in ServiceNow.

    • Integrate Workday professional worker profiles – Bring-in professional worker profile data from Workday into ServiceNow. View professional worker profile details from Workday in ServiceNow HR Service Delivery.

    • Configure to-dos – Store one-time configuration parameters to pull tasks from Workday into the ServiceNow application.

    • Activating schedule flows – Activate the schedule flow that interacts with Workday to pull worker profile information and tasks into a ServiceNow application.

    • Use – Understand how you can use HR Service Delivery Integration with Workday to process employee information at ServiceNow.

    • Use transform maps – Transform maps specify data relationships between source table and target table.

    • View job tracker details from Workday – Track every pull that has been performed from ServiceNow to Workday either by schedule job or manual reconciliation process. View details of the job, such as when did the job begin and end, when did the records start loading into staging tables, or did the job run completely or fail in between.

    • View tasks from Workday – View details of the todos or tasks that are pulled from Workday into ServiceNow.

    • Reference – Reference topics provide additional information about the HR Service Delivery Integration with Workday, including lists and forms.

    • Components installed – Several types of components are installed with activation of the HR Service Delivery Integration with Workday (sn_hr_workday) application, including tables and user roles.

    • Worker profile synchronization limitations – Limitations to the data that is synchronized from Workday to ServiceNow.

  • HR Service Delivery Advanced Integration with Workday – The ServiceNow HR Service Delivery Advanced Integration with Workday application is built by Bristlecone, Inc.

    • Configure – Configure HR Service Delivery Advanced Integration with Workday.

    • Set up total rewards – Configure the Total Rewards templates by choosing plans, sections, and target audience. Display a customized Total Rewards widget to employees in the configured Service Portal.

      • Set up plans for Total Rewards – Complete the one time set up of pulling plans, such as employee benefits plan, compensation plan, insurance plan, from Workday into the ServiceNow application.

      • Set up sections for Total Rewards templates – Create sections and associate plans to it. Add those sections to Total Rewards Template.

      • Set up a template for Total Rewards – Set up a template by adding sections to it. Templates enable you to display a customized Total Rewards view to employees in the configured Service Portal.

    • Legal name change configuration – Complete the legal name change configuration to allow employees to change their legal name through virtual agent conversation in Employee Center.

    • Configure reports – Configure the necessary reports to pull data, such as time offs plans, time off reasons, holiday calendar WID, and work schedule calendar WID, from Workday into the ServiceNow tables.

    • Configure – Complete the configuration steps to enable your employees place requests to the Workday system using the ServiceNow Otto for HRSD Virtual Agent topics in Employee Center.

    • Configure HCM AI agents – Configure HCM AI agents to enable employees to place requests to the Workday system using the HR Service Delivery AI agent collection.

    • Use – Understand how you can use HR Service Delivery Advanced Integration with Workday to process advanced employee information at ServiceNow.

    • Time off request to Workday – You can submit a time off request to Workday from Employee Center.

      • Time offs – Complete the one time set up of pulling time offs from Workday into the ServiceNow application.

      • Work schedule calendars – Pull work schedule calendars from Workday into the ServiceNow application.

      • Holiday calendars – Pull holiday calendars from Workday into the ServiceNow application. Display the Holiday Calendar widget to employees in the configured Service Portal.

      • Request a time off – Request a time off to Workday from Employee Center.

    • Change legal name through Virtual Agent – Change your legal name change through Virtual Agent chat in Employee Center.

    • Publish the VA topic template for legal name change – Publish the Workday Legal Name Change Template which contains an NLU model that recognizes and processes employee utterances, intentions (intents), and objects of, or contexts for, an action (entities).

    • Report an issue with your payslip – Report an issue with your Workday payslip from Employee Center.

    • Now Assist Virtual Agent topics – You can use the Now Assist Virtual Agent topics in Employee Center to place requests, for example, apply for a time off or update your details from the Workday system in Employee Center.

    • Use HCM AI agents – Place requests to the Workday system using the HR Service Delivery AI agent collection.

    • Reference – Reference topics provide additional information about the HR Service Delivery Advanced Integration with Workday, including lists and forms.

    • Components installed – Several types of components are installed with activation of the HR Service Delivery Advanced Integration with Workday, including tables, user roles, and scheduled jobs.

    • Subflow-agent mapping – View the subflow-agent mapping for HR Service Delivery Advanced Integration with Workday.

  • HR Service Delivery Integration with Workday Learning – The ServiceNow HR Service Delivery Integration with Workday Learning application is built by Bristlecone, Inc.

    • Configure – Pull Workday learning tasks or to-dos on regular scheduled basis or on manual basis for provided date range into ServiceNow instance. This allows the employees to view all their to-dos in a single place, Employee Center.

    • Activate schedule flows – Activate the schedule flow that interacts with Workday Learning to pull user profile information and tasks into a ServiceNow application.

      • Synchronize users – Pull user profile data from Workday Learning into ServiceNow. View user profile details from Workday in ServiceNow HR Service Delivery.

    • Use – Understand how you can use HR Service Delivery Integration with Workday Learning to process employee information at ServiceNow.

    • View user activity – All user activity data is shipped along with HR Service Delivery Integration with Workday Learning. However, if you want to view or edit the user activity details, you can edit the respective subflow and then edit the respective record.

    • View track approval – Track every pull that has been performed from ServiceNow to Workday Learning. View or edit details of the job, such as when did the job begin and end, when did the records start loading into staging tables, or did the job run completely or fail in between.

    • Use transform maps – Transform maps specify data relationships between source table and target table.

    • Import set tables – Import set tables into HR Service Delivery Integration with Workday Learning

      • To-dos staging – Import workday learning todos.

      • User course activity staging – Import workday learning user course activity staging information.

    • Reference – Reference topics provide additional information about the HR Service Delivery Integration with Workday Learning, including lists and forms.

    • Components installed – Several types of components are installed with activation of the HR Service Delivery Integration with Workday Learning (sn_lrn_workday) application, including tables and user roles.

    • Edit a record – Use this form to create a new record in HR Service Delivery Integration with Workday Learning for multiple scenarios like Sync User Activity, Self Enrollment Activity, and Track Approval.

    • To-dos staging form – Use this form to create Workday learning todos.

    • User course activity staging – Use this form to create Workday learning todos.

  • HR Service Delivery integration with Oracle Cloud HCM – The ServiceNow HR Service Delivery integration with Oracle Cloud HCM application is built by Bristlecone, Inc. This integration enables you to pull data for departments, locations, positions, workers, and assignments from the Oracle HCM Cloud into the ServiceNow platform.

    • Configure – Set up Oracle HCM for HR Service Delivery to pull worker data from Oracle HCM into a ServiceNow instance. View worker profiles from Oracle HCM Cloud in ServiceNow HR Service Delivery.

    • Configure properties – Once you set up HR Service Delivery integration with Oracle Cloud HCM, the source record for the Oracle HCM Cloud application is automatically created in the Enterprise Service Management Integrations Framework, Source module. The integrations source properties can be used to configure the HR Service Delivery integration with Oracle Cloud HCM.

    • Activate schedule flows – Activate a schedule flow that interacts with Oracle HCM to pull worker profile information into a ServiceNow instance. This flow automatically pulls all new changes in the Oracle HCM and keeps the worker profiles updated in the HR Service Delivery.

    • Use – Understand how to use the integration feature to get the data from Oracle cloud HCM into ServiceNow.

    • Mapping entity profile fields – The Trigger Oracle HCM Integration flow maps the entity profile fields from Oracle HCM to the HR profile fields in the ServiceNow platform.

    • Run a scheduled job – Manually run the schedule job to pull data from Oracle HCM to the ServiceNow platform.

    • Reference – Reference topics provide additional information about the HR Service Delivery integration with Oracle Cloud HCM, including lists and forms.

    • Components installed – Several types of components are installed with the activation of the HR Service Delivery integration with Oracle Cloud HCM (sn_hr_oracle_hcm) application, including tables, user roles, and scheduled jobs.

    • Transform maps – Transform maps specify data relationships between a source table and a target table.

  • HR Service Delivery Advanced Integration with Oracle HCM – The ServiceNow HR Service Delivery Advanced Integration with Oracle HCM is built by Bristlecone, Inc.

    • Components installed – Several types of components are installed with activation of the HR Service Delivery Advanced Integration with Oracle HCM [sn_hr_oracle_adv] plugin, including tables and user roles.

    • Configure total rewards – Complete the set up to display Oracle total rewards to employees in the configured portal in the ServiceNow instance.

    • Configure holiday calendars – Pull holiday calendars from the Oracle HCM system into a ServiceNow application. Display applicable holiday calendars to employees in the configured Service Portal.

    • Configure Virtual Agent topics – Complete the configuration steps to enable your employees place requests to the Oracle system using the ServiceNow Otto for HRSD Virtual Agent topics in Employee Center.

    • Configure HCM AI agents – Configure HCM AI agents to enable your employees to place requests to the Oracle system using the HR Service Delivery AI agent collection.

    • Submit a time off balance query – Submit a query related to your time off balance in the Oracle HCM system from a ServiceNow instance.

    • Submit a direct deposit query – Submit a query related to your direct deposits in the Oracle HCM system from a ServiceNow instance.

    • Report a payslip issue – Report an issue in your Oracle HCM payslip from Employee Center.

    • HR Service Delivery Portal UI Components – The ServiceNow HR Service Delivery Portal UI Components application contains common widgets, such as Direct Deposits, Holiday Calendar, Time Off Balances, and Total Rewards widgets that be used with any HR application.

    • Add widgets to an HR application – The ServiceNow HR Service Delivery Portal UI Components application contains common widgets, such as Direct Deposits, Holiday Calendar, Time Off Balances, and Total Rewards widgets that be used with any HR application.

    • Now Assist Virtual Agent topics – You can use the Now Assist Virtual Agent topics in Employee Center to place requests, for example, apply for a time off or update your details from the Oracle HCM system in Employee Center.

    • Use HCM AI agents – Place requests to the Oracle system using the HR Service Delivery AI agent collection.

    • Subflow-agent mapping – View the subflow-agent mapping for HR Service Delivery Advanced Integration with Oracle HCM.

  • HR Service Delivery Integration with SuccessFactors – The ServiceNow HR Service Delivery Integration with SuccessFactors application is built by Bristlecone, Inc.

    • Configure – After you install the HR Service Delivery Integration with SuccessFactors, the services for SuccessFactors are automatically created in Enterprise Service Management Integrations Framework.

    • Activating schedule flows – Activate the schedule flow that interacts with SuccessFactors to pull worker profile information and tasks into a ServiceNow application.

    • Configure pull todos – Store one-time configuration parameters to pull tasks from HR Service Delivery Integration with SuccessFactors into the ServiceNow application.

    • Configure push todos – Store one-time configuration parameters to pull tasks from HR Service Delivery Integration with SuccessFactors into the ServiceNow application.

    • Enable push todos flow – Enable push todos flow to push existing todos to HR Service Delivery Integration with SuccessFactors.

    • Configure Virtual Agent topics – Complete the configuration steps to enable your employees place requests to the SuccessFactors system using the ServiceNow Otto for HRSD Virtual Agent topics in Employee Center.

    • Configure HCM AI agents – Configure HCM AI agents to enable your employees to place requests to the SuccessFactors system using the HR Service Delivery AI agent collection.

    • Configure properties – System properties control system behavior. The integrations source properties can be used to configure the HR Service Delivery Integration with SuccessFactors. You can access system properties for HR Service Delivery Integration with SuccessFactors by navigating to All > HRSD SuccessFactors Integration > System Properties. These system properties are only applicable for HR Service Delivery Integration with SuccessFactors and cannot be leveraged with SuccessFactors spoke.

    • Use – Understand how you can use HR Service Delivery Integration with SuccessFactors to manage data and entities on ServiceNow.

    • View job tracker details – Track every pull that has been performed from ServiceNow to SuccessFactors either by schedule job or manual reconciliation process. View details of the job, such as when did the job begin and end, when did the records start loading into staging tables, or did the job run completely or fail in between.

    • View to dos – View details of the tasks that are pulled from HR Service Delivery Integration with SuccessFactors into ServiceNow application.

    • Use transform maps – Transform maps specify data relationships between source table and target table.

    • Field mappings – The Trigger SAP SuccessFactors Integration Flow maps the entity profile fields from SuccessFactors to the HR profile fields in the ServiceNow platform.

    • ServiceNow Otto Virtual Agent topics – You can use the ServiceNow Otto Virtual Agent topics in Employee Center to place requests, for example, apply for a time off or update your details from the SuccessFactors system in Employee Center.

    • Use HCM AI agents – Place requests to the SuccessFactors system using the HR Service Delivery AI agent collection.

    • Reference – Reference topics provide additional information about the lists and forms that you use to configure and administer HR Service Delivery Integration with SuccessFactors.

    • Components installed – Several types of components are installed with activation of the HR Service Delivery Integration with SuccessFactors application, including tables and user roles.

    • Subflow-agent mapping – View the subflow-agent mapping for HR Service Delivery Integration with SuccessFactors.

    • Source – Once you set up the HR Service Delivery Integration with SuccessFactors application, the source record for SuccessFactors application is automatically created in Enterprise Service Management Integrations Framework, Source module. The SuccessFactors source record in the in Enterprise Service Management Integrations Framework application contains a predefined set of properties and HR Integration Services.

  • HR Service Delivery with Ultimate Kronos Group – 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.

    • Configure – 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.

    • Set up symbolic periods – By default, the symbolic periods of Ultimate Kronos Group application are set up when you activate the HR Service Delivery Integration with Ultimate Kronos Group application. Symbolic periods denote the time periods that are identifiable by the Ultimate Kronos Group application.

    • Set up accrual codes – Complete the one time set up of loading accrual codes from the Ultimate Kronos Group application into a ServiceNow application. Accrual codes help in pulling accrual leave balances of employees from the Ultimate Kronos Group application into a ServiceNow application.

    • Train the NLU model – 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).

    • Subflows – Use the subflows to pull data from the Ultimate Kronos Group application into a ServiceNow application.

    • Reference – Reference topics provide additional information about the HR Service Delivery with Ultimate Kronos Group, including lists and forms.

    • Components installed – Several types of components are installed with activation of the HR Service Delivery Integration with Ultimate Kronos Group plugin, including tables and user roles.

  • Document Template integration with AdobeSign – The ServiceNow Document Template integration with AdobeSign application enables you to use the Adobe Sign application for signing documents that are generated from ServiceNow Document Templates.

    • Components installed – Several types of components are installed with activation of the Document Template Integration with AdobeSign [sn_dt_adobesign] plugin, including tables and user roles.

    • Configure – Configure document templates to enable signing using the Adobe Sign application.

    • Create adobe sign groups – Connect your ServiceNow instance to a particular group to send and receive agreements on a business use case.

  • Document Template integration with Docusign – The ServiceNow Document Template integration with Docusign application enables you to use the Docusign application for signing documents that are generated from ServiceNow Document Templates.

    • Components installed – Several types of components are installed with activation of the Document Template Integration with DocuSign [sn_dt_docusign] plugin, including user roles.

    • Configure – Configure document templates to enable signing using the Docusign application.

  • Employee Relations integration with Navex Ethicspoint – The ServiceNow Employee Relations integration with Navex Ethicspoint application pulls employee relation cases from NAVEX EthicsPoint into ServiceNow Platform, enabling an HR Agent to work on employee relation cases from an ServiceNow instance.

    • Components installed – Several types of components are installed with activation of the Employee Relations integration with Navex Ethicspoint plugin, including tables and user roles.

    • Configure – Understand how to set up the Employee Relations integration with Navex Ethicspoint application for pulling and pushing employee relations case data from the Navex EthicsPoint system into the ServiceNow system.

    • Configure properties – Configure properties to ensure that data is properly mapped between the Navex EthicsPoint system and the ServiceNow system.

    • Map fields – Map ServiceNow fields with the fields that are pulled from NAVEX EthicsPoint. Enable an HR Agent to work on employee relation cases from a ServiceNow instance.

    • Source – Once you set up the Employee Relations integration with Navex Ethicspoint application, the source record for NAVEX EthicsPoint application is automatically created in Enterprise Service Management Integrations Framework, Source module. The Navex EthicsPoint source record in the Enterprise Service Management Integrations Framework application contains a predefined set of HR Integration Services.

    • HR services – Once you set up the Employee Relations integration with Navex Ethicspoint application, the source record for NAVEX EthicsPoint application is automatically created in Enterprise Service Management Integrations Framework, Source module. The Navex EthicsPoint source record in the Enterprise Service Management Integrations Framework application contains a predefined set of HR Integration Services.

    • Transform maps – Transform maps specify data relationships between source table and target table.

  • HR Service Delivery for Healthcare – The ServiceNow HR Service Delivery for Healthcare application creates a standardized, digitized, and automated physician onboarding workflow using the Healthcare Professional data model. The application enables you to see the full picture for all the required onboarding information during and after physician onboarding. HR Service Delivery for Healthcare is a new application in the Australia release.

  • Explore HR Service Delivery for Healthcare – Learn more about HR Service Delivery for Healthcare with a sample workflow and reviewing the benefits it provides to users in your healthcare organization.

  • Configure HR Service Delivery for Healthcare – Plan and configure your HR Service Delivery for Healthcare.

  • Using HR Service Delivery for Healthcare – Use the HR Service Delivery for Healthcare application to set up and auto-create necessary tasks to onboard a healthcare professional smoothly into your organization. In addition, securely access, update, and manage the data of a healthcare professional via the Healthcare Professional data model.

    • Customize Healthcare Employee Onboarding workflow – Customize Healthcare Employee Onboarding workflow to tailor to your organization needs.

    • Request onboarding journey – Request an onboarding journey for a healthcare professional. This triggers onboarding journey for the healthcare professional, creating a set of HR tasks for healthcare professional and HR agents.

    • Healthcare Professional data model – The Healthcare Professional data model stores confidential HR data, such as name, personal contact information, email addresses, professional liability insurance details, medical degree and employment history healthcare professional, previous employment history.

    • Auto-create a Healthcare professional profile – The Healthcare Professional data model stores confidential HR data, such as name, personal contact information, email addresses, professional liability insurance details, medical degree and employment history healthcare professional, previous employment history.

    • Record Professional ID details – The Healthcare Professional data model stores confidential HR data, such as name, personal contact information, email addresses, professional liability insurance details, medical degree and employment history healthcare professional, previous employment history.

    • Record professional liability insurance – The Healthcare Professional data model stores confidential HR data, such as name, personal contact information, email addresses, professional liability insurance details, medical degree and employment history healthcare professional, previous employment history.

    • Add a professional reference – The Healthcare Professional data model stores confidential HR data, such as name, personal contact information, email addresses, professional liability insurance details, medical degree and employment history healthcare professional, previous employment history.

    • Record professional specialty details – The Healthcare Professional data model stores confidential HR data, such as name, personal contact information, email addresses, professional liability insurance details, medical degree and employment history healthcare professional, previous employment history.

    • Record practice location – The Healthcare Professional data model stores confidential HR data, such as name, personal contact information, email addresses, professional liability insurance details, medical degree and employment history healthcare professional, previous employment history.

    • Record malpractice claim history – The Healthcare Professional data model stores confidential HR data, such as name, personal contact information, email addresses, professional liability insurance details, medical degree and employment history healthcare professional, previous employment history.

    • Record education and training – The Healthcare Professional data model stores confidential HR data, such as name, personal contact information, email addresses, professional liability insurance details, medical degree and employment history healthcare professional, previous employment history.

    • Record employment history – The Healthcare Professional data model stores confidential HR data, such as name, personal contact information, email addresses, professional liability insurance details, medical degree and employment history healthcare professional, previous employment history.

    • Record language – The Healthcare Professional data model stores confidential HR data, such as name, personal contact information, email addresses, professional liability insurance details, medical degree and employment history healthcare professional, previous employment history.

    • Record hospital affiliations – The Healthcare Professional data model stores confidential HR data, such as name, personal contact information, email addresses, professional liability insurance details, medical degree and employment history healthcare professional, previous employment history.

    • Record payer enrollments – The Healthcare Professional data model stores confidential HR data, such as name, personal contact information, email addresses, professional liability insurance details, medical degree and employment history healthcare professional, previous employment history.

  • HR Service Delivery for Healthcare reference – Reference topics provide additional information about the lists and forms that you use to configure and administer HR Service Delivery for Healthcare.

    • Installed with HR Service Delivery for Healthcare – Several types of components are installed with activation of the HR Service Delivery for Healthcare plugin, including tables and user roles.

    • Healthcare professional profile form – Access and update confidential HR data of an healthcare professional, such as name, personal contact information, email addresses, professional liability insurance details, and medical degree, using the Healthcare professional profile form.

    • Professional ID form – Access, update, and validate the Professional ID details of a healthcare professional in the Professional ID form.

    • Professional liability Insurances form – Access, update, and validate the Professional liability Insurance details of a healthcare professional in the Professional liability form.

    • Professional reference form – Access and validate the Professional reference details of a healthcare professional in the Professional reference form.

    • Professional speciality form – Review and update the Professional speciality details of a healthcare professional in the Professional speciality form.

    • Malpractice history form – Access, update, and validate the Malpractice history details of a healthcare professional in the Malpractice history form.

    • Education and Training form – Access, update and validate the Education and training details of a healthcare professional in the Education and training form.

    • Practice location form – Access, update, and validate the practice location details of a healthcare professional in the Practice location form.

    • Employment history form – Access, update, and validate the Employment history details of a healthcare professional in the Employment history form.

    • Languages Spoken form – Access, update, and validate the language details of a healthcare professional in the Languages form.

    • Hospital Affiliations form – Access, review and validate the Hospital Affiliation details of a healthcare professional in the Hospital Affiliations form.

    • Payers Enrollment form – Access, review and validate the Payers Enrollment details of a healthcare professional in the Payer enrollment form.

    • Healthcare Employee Onboarding form – A hiring agent or a manager places an onboarding request for a healthcare professional via the Healthcare Employee onboarding form in Employee Center.

  • Integration of HR Service Delivery with ServiceNow applications – Extend HR Service Delivery capabilities by integrating with other ServiceNow applications.

  • Universal Request for HR Service Delivery – With the integration of HR Service Delivery and Universal Request applications, you can provide a consistent user experience for employees while creating service requests. You can hide the complexities of inter-department request transfers and multi-department use cases by providing a common help desk for all employees.

    • Custom configurations – Transferring and state mappings are preconfigured for all the base system HR states. Do these configurations only when you have a custom state.

    • Create an HR case – Restore service to a customer as soon as possible. After creating the HR case, you can investigate potential solutions.

    • Work on an HR case – Provide resolution to an HR case that is initiated from a universal request.

    • Transfer an HR case – Transfer an HR case back to the Universal Request, or to another department or service with or without resolution.

    • Creating a universal request – Create a universal request for every HR case that is created, using any channel. Extend the unified ticket experience that Universal Request provides for all the HR cases, irrespective of the channels they are created from.

    • Configure field mappings – Map fields to copy the primary details from an HR case to a universal request (that is auto-created from the HR case).

    • Create associated tickets from an HR case – From an HR case that is the primary ticket of a universal request, create tickets for another department and associate them to the same universal request as the HR case. This feature enables agents from various departments to collaborate and work on their tickets in parallel. It also enables organizations to trace back efforts against a single universal request.

  • AI Search for HR Service Delivery – The ServiceNow AI Search application provides a modern consumer-grade search engine for the ServiceNow Service Portal, Employee Center (EC), ServiceNow Mobile, and ServiceNow Virtual Agent.

  • Virtual Agent for HR Service Delivery – HR Service Delivery and Virtual Agent provide an automated chat with an employee requesting HR services. You can program Virtual Agent to understand the intent of an employee to handle repeatable requests.

    • Activate – HR Service Delivery and Virtual Agent provide an automated chat with an employee requesting HR services. You can program Virtual Agent to understand the intent of an employee to handle repeatable requests.

    • Configure – HR Service Delivery and Virtual Agent provide an automated chat with an employee requesting HR services. You can program Virtual Agent to understand the intent of an employee to handle repeatable requests.

    • Configure a custom HR Service Delivery greeting experience – HR Service Delivery and Virtual Agent provide an automated chat with an employee requesting HR services. You can program Virtual Agent to understand the intent of an employee to handle repeatable requests.

    • Capturing solution delivery – HR Service Delivery and Virtual Agent provide an automated chat with an employee requesting HR services. You can program Virtual Agent to understand the intent of an employee to handle repeatable requests.

  • Performance Analytics for HR Service Delivery – HR Performance Analytics measures key performance indicators to track HR performance over time.

    • Viewing HR Performance Analytics Scoped – HR Performance Analytics for the scoped version of HR Service Delivery helps you align resources and systems to strategic objectives.

    • Dashboards – Platform Analytics Solutions contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.

    • Human Resources agent dashboard – The dashboard for HR Agents monitors caseloads to help stay on top of the backlog, enabling the HR Agent to provide a streamlined experience for the organization workforce.

    • Manager dashboard – The dashboard for HR Managers provides insights on how HR teams are meeting expectations. The HR Manager can measure and improve the influence of their team on meeting and exceeding workforce expectations.

  • User Experience for HR Service Delivery – Usage Insights dashboard provides dashboard views for monitoring the key performance indicators (KPIs) of web applications built on the Employee Service Portal.

  • Machine learning solutions for HR Service Delivery – Machine learning solutions for HR Service Delivery help in auto determining assignment groups and services for HR cases, auto creating cases from emails, and discovering knowledge articles that help in faster resolution of cases and tasks.

    • Auto-case creation from an email – Automatically categorize HR cases submitted by email. Auto-case creation allows for a faster response time and better case resolution for employees.

    • Configure the HR solution definition and domain – Configure your solution definition from the HR AI configuration module, as well as access the solution definition record for training. If you use domain separation in your instance, you can define the solution definition to use for each domain by creating additional configuration records.

    • Test an HR solution prediction – Test the solution prediction by sending emails to the general email address for HR requests. Verify that the corresponding HR cases are automatically categorized to the appropriate HR service.

    • Auto determination of HR service – Auto determine the HR service for a case. Enable an HR agent to transfer the case to the appropriate HR service rather than having to spend significant time manually triaging cases to appropriate HR services.

    • Manually train the HR predictive model – Manually train the HR predictive model if it not auto trained by default.

    • Auto determination of assignment group – Auto determine the assignment group for a case. Enable an HR agent to transfer the case to correct assignment group rather than having to spend significant time manually identifying groups for HR cases.

    • Discovering knowledge articles and catalog items for employees – Discover all the users who have a similar profile as the employee who has logged in to Employee Service Center. Identify the top viewed knowledge articles and top submitted catalog items by those users. Display the top three knowledge articles and top three catalog items to the employee.

    • Discovering similar knowledge articles for HR cases – Discover similar information across knowledge articles based on the short description of the HR case and the text in the related search results. Display such similar knowledge articles to an HR agent to resolve a case.

    • Discover similar closed cases – Help an HR agent resolve the current case by displaying similar closed cases.

    • Displaying related knowledge articles for completing tasks – Display knowledge articles that help in completing HR and Content tasks in the Employee Service Center To-dos page and the HR Ticket page.

  • HR Predictive Intelligence Workbench – The HR Predictive Intelligence Workbench application provides prebuilt use case templates and guides you through your predictive machine-learning implementation to create intelligent HR processes. Business process architects use prebuilt functionality, including pretrained models, to get started with machine learning use cases.

    • HR Predictive Intelligence Workbench administration – With the sn_piwb_hr_content.admin role, you can activate and configure the application to meet specific requirements.

    • Activate HR Predictive Intelligence Workbench – You can activate the Predictive Intelligence Workbench HRSD content plugin [com.sn_piwb_hrsd_content] if you have the admin role.

      • Components installed with HR Predictive Intelligence Workbench – Several types of components are installed with activation of the HR Predictive Intelligence Workbench HRSD content plugin [com.sn_piwb_hrsd_content] plugin, including user roles.

    • Notifications – HR Predictive Intelligence Workbench includes several email notifications that alert users throughout the use-case model implementation.

    • Create user group – Create an HR Predictive Intelligence Workbench user group and add users or roles to the group to receive email notifications when the use-case model training and testing phase are complete.

    • HR Predictive Intelligence Workbench implementation – You can use machine learning to optimize your business processes. You can train and implement HR Predictive Intelligence Workbench use cases to augment your existing application workflows.

    • HR PIWB template: Auto-categorize email cases – Use a guided template that walks you through setting up a machine learning model to categorize the email cases automatically for improved productivity and cost savings.

    • HR PIWB template: Predict the HR service for incoming cases – Use a guided template that walks you through setting up a machine learning model to predict the correct HR service for cases.

    • HR PIWB template: Predict the assignment group for incoming cases – Use a guided template that walks you through setting up a machine learning model to predict the correct assignment group for cases.

    • HR PIWB template: Predict knowledge case clusters and demand insights – Use the classic setup template to configure and train your Cluster solution template with machine learning model to predict the case clusters that do not have knowledge, identify knowledge demand, and improve the knowledge articles.

    • HR PIWB template: Predict knowledge gaps and insights – Use the classic template that walks you through setting up a machine learning model to automate the discovery of knowledge gaps and recommend insights into improving knowledge by demand.

    • HR PIWB template: Predict knowledge for HR case resolution – Use the classic setup template to configure and train your Similarity solution template with machine learning model to recommend knowledge articles to assist an HR agent for faster case resolution.

    • HR PIWB template: Recommend similar cases by employee profile – Use the classic setup template to configure and train your Similarity solution template with machine learning model to recommend top relevant articles and catalog items based on a similar employee profile for content discovery and personalized experience.

    • HR PIWB template: Predict knowledge for HR task completion – Use the classic setup template to configure and train your Similarity solution template with machine learning model to recommend knowledge articles for employees to complete the HR tasks.

    • HR PIWB template: Recommend similar cases – Use the classic setup template to configure and train your Similarity solution template with machine learning model to recommend similar closed HR cases.

    • HR PIWB template: Recommend estimated time to resolve – Train your solution by using historical data to predict numeric outputs based on the historic data. Configure the solution definition to predict the estimated time to resolve a HR case.

      • Estimated time to resolve HR cases – Determine the Estimated Time to Resolve a Case (ETTR) for a case by analyzing similar closed cases in the past for better visibility and transparency.

      • Viewing ETTR predictions – View the examples of ETTR views across the journey of a case which indicates the estimated time to resolve based on the historical data.

  • ServiceNow Voice for HR Service Delivery – The ServiceNow Voice for HR Agent Workspace provides seamless interactive voice response (IVR) and calling experiences for your employees and agents by integrating a cloud contact center provider with the robust capabilities of the Agent Workspace for HR Case Management.

  • ServiceNow Vault for HR Service Delivery – Classify sensitive employee data and enable employees/former employees to request deletion of personal data.

    • Setting up ServiceNow Vault for HR – You can install ServiceNow Vault for HR if you have the admin role. The application includes demo data and installs related ServiceNow applications and plugins if they are not already installed.

    • Classify HR data – Assign data classifications to HR application-specific table columns in the Dictionary [sys_dictionary] table. The assigned columns will appear in the “Classified Dictionary Entries” related list for a data classification.

  • Employee Center with HR Service Delivery – The Employee Center is available to use when you activate the Human Resources Scoped App: Core [com.sn_hr_core] plugin.

  • Domain Separation and HR Service Delivery – The ServiceNow HR Service Delivery application improves the employee service experience by automating HR interactions and providing a single platform for all HR services. Domain separation is supported in HR Service Delivery.

  • Guidance for proper HR Service Delivery domain separation – Additional guidance to successfully deploy HR Service Delivery in a domain separated environment.

  • Issue Auto Resolution for HR – The Issue Auto Resolution for HR application uses artificial intelligence (AI) to provide near real-time responses to your employee’s routine inquiries. When your employees use the request and response channels, you can collect their feedback to improve the quality of the recommendations.

  • Explore – Issue Auto Resolution for HR enables employees to use request channels and response channels for communication and collects feedback from them to improve the quality of the recommendations.

    • AI Search assist for general HR inquiries – Refine your search results with the enhanced AI Search assist capability available on Employee Center. Self-solve minor issues with intuitive recommendations before submitting a create incident form.

  • Configure – Setting up Issue Auto Resolution helps your organization to provide near real-time responses to your employee’s routine inquiries. To view the settings for Issue Auto Resolution, navigate to All Issue Auto Resolution Settings .

  • Use – You can use the Issue Auto Resolution for HR application to quickly handle your organization’s high-volume, low-value HR cases and reduce the burden on your agents so that they can focus on issues that need more experience or manual assistance.

    • Simplifying authentication experience – With the Issue Auto Resolution application, you can simplify the authentication experience for your remote employees. Instead of entering a user name and password to access the service portal, your remote employees can get to the portal through a link in a short messaging service (SMS) or email.

    • Time Limited Authentication Properties form – Use the Issue Auto Resolution time-limited authentication record to set the fields that are related to the link’s validity, expiry, and failed redirect.

    • Using agent feedback – By using your agent’s feedback to determine how critical a case is, you can improve the machine learning (ML) models of the Issue Auto Resolution (IAR) application to predict cases more correctly over time.

    • Enhancing search results – The Issue Auto Resolution application enhances search by adding Virtual Agent to the pipeline flow. Employees now receive topic recommendations for noncritical cases before general AI search.

  • Dashboard – With the Issue Auto Resolution for HR dashboard, you can see a graphical representation of the Issue Auto Resolution application’s case resolution performance. You can also monitor the success metrics for auto-resolved cases, estimated costs, and time saved by using the application.

  • Quick start tests for HR Service Delivery – Validate the continued functionality of HR Service Delivery after any configuration change such as an upgrade or after developing an application. Copy and customize these quick start tests to pass when using your instance-specific data.

  • Run quick start tests for HR – The base HR application provides several quick start tests you can run.

• Unified Employee Experience – The Unified Employee Experience suite of products consist of Employee Center, the unified portal available in two tiers: the standard version of the product and the subscription-based application, Employee Center Pro, offering advanced features along with other omnichannel experiences and integrations, and EmployeeWorks Web App, an AI-first experience that unifies search, requests, tasks, knowledge, and communications.

  • Employee Center – ServiceNow Employee Center portal is a standard multi-department, dynamic portal for service delivery, and employee engagement.

  • Exploring Employee Center – Employee Center portal is a unified portal that connects systems across an enterprise within one destination site to provide a centralized employee portal. It requires minimal configuration and offers a wide variety of features to extend portal functionality.

    • Service Portal versus Employee Center application – Both the Service Portal and Employee Center applications are built on the ServiceNow AI Platform and use modern technologies, can be branded and customized, and have more that 200 widgets available. However, the Employee Center is built to scale as multi departmental for all service needs.

    • Employee Center for IT Service Management – Employee Center for IT Service Management helps you improve the self-service capabilities and perform diverse admin and service management tasks from a dynamic unified employee portal.

    • Employee Center for ITSM highlights – Employee Center for IT Service Management helps you improve the self-service capabilities and perform diverse admin and service management tasks from a dynamic unified employee portal.

    • Configure the Employee Center functionalities for ITSM – Employee Center for IT Service Management helps you improve the self-service capabilities and perform diverse admin and service management tasks from a dynamic unified employee portal.

    • Manage the Employee Center functionalities for ITSM – Employee Center for IT Service Management helps you improve the self-service capabilities and perform diverse admin and service management tasks from a dynamic unified employee portal.

    • Use the Employee Center functionalities for ITSM – Employee Center for IT Service Management helps you improve the self-service capabilities and perform diverse admin and service management tasks from a dynamic unified employee portal.

  • Configuring Employee Center – Guidance for setting up Employee Center.

    • Admin configurations – As the system admin, install Employee Center plugins, assign roles to users so they can configure Employee Center features, set the theme, header, and footer, and enable support for right-to-left languages.

    • Employee Center plugins – Discover the Employee Center plugins that are included out-of-the-box on a new ServiceNow instance.

    • Employee Center roles – Employee Center plugins include necessary roles for configuring and using the features. Learn more about the roles and the tasks they can perform.

    • Migrate to Employee Center from Service Portal – Migrate to the Employee Center portal to provide employees with a unified portal experience.

      • Install Employee Center – Install Employee Center to deliver a unified, engaging employee experience across departments and systems.

    • Post installation troubleshooting – To index the curated experiences demo data into search and recommended content and allow all RCA privileges, run the fix scripts.

      • Run fix-script for RCA approvals – After you install or upgrade to the latest Employee Experience applications from ServiceNow Store, you might encounter Restricted Caller Access (RCA) approval messages requesting for an update in the access request.

      • Run fix scripts to update Employee Center – Manually run fix scripts to upgrade to the latest taxonomy-based Employee Center. Download the latest version from the ServiceNow Store before running the scripts. The scripts update your existing portal setup to Employee Center without performing multiple set up or configuration steps.

    • Customize Employee Center portal theme – A theme is a collection of one or more style sheets (CSS files) that define a consistent look for a set of pages. Customize the default portal theme to apply your own theme to suit your branding and improve the visual design of the portal pages.

    • Modify email notification layout – Modify the email notification layout and template that is shipped with the Employee Experience Foundation (com.snc.sn_ex_emp_fd) plugin.

    • Enable support for right-to-left languages – When the session language is a right-to-left language, the direction of the portal user interface is mirrored to display from right to left.

    • Employee Center global header – The global header is the first row in the Employee Center portal header. The global header contains menus that enable you to navigate to the My To-dos page, My Requests page, More menu, user profile, and Tours.

      • Add more menu items – Add your own list of items for user-related activities, such as My Assets, My Reservations, My Plans, My Surveys, and My Purchases on the More menu.

      • Enable or disable global header options – Enable or disable the global header options by configuring additional options in JSON format for the Employee Center menu record.

    • Configure widget heading levels for accessibility – Flexible heading configuration helps with widget accessibility compliance on homepage and topic pages.

    • Footer configuration – Employee Center and Employee Center Pro include a footer by default, which you can configure.

      • Configure the footer – Configure the footer in Employee Center or Employee Center Pro to display your company’s corporate office address, email address, and so on.

      • Configure the footer menus – Footer menus enable you to create menus and associate links to internal and external resources under each menu.

      • Footer form – Use the Footer form to create a new footer that you want to appear in the Employee Center or Employee Center Pro.

      • Footer Menus form – Use the Footer Menus form to create a new footer menu that you want to appear on your Employee Center or Employee Center Pro.

    • Employee live chat overview – As an employee, you can chat directly and in real time with support agents through the Employee Center. When you initiate a chat and select a conversation topic, you are routed to the appropriate chat queue and connected to a support agent.

    • Portal performance optimization – Learn more about the heavy-load and high-traffic scenarios and ways to optimize the user experience and portal performance.

      • High-traffic experience – Learn more about the heavy-load and high-traffic scenarios and ways to optimize the user experience and portal performance.

      • Modify homepage banner instance for high-traffic – You can configure the instance options to control the display of widgets and improve the homepage banner instance for high-traffic experience.

      • Defer load in Employee Center – Learn more about the heavy-load and high-traffic scenarios and ways to optimize the user experience and portal performance.

      • Modify defer load instance option – Deferred loading helps delay the loading of a resource or widget to improve the overall usability of the page.

    • Setup Employee Center browse experience features – Make it easy for employees to navigate the portal and discover content using the browse experience features in Employee Center.

    • Unified Taxonomy for Employee Center – Unified Taxonomy is a collection of hierarchical topics that brings together different content types, such as requests, articles, quick links, learning content, and employee communications.

      • Clone taxonomy for employee content – Clone the taxonomy that is provided out-of-the-box to make your own additions or modifications to the provided topic structure that aligns to your unified portal needs.

      • Create taxonomy – Create taxonomy for employee content to map the content of your product or services to the taxonomy hierarchy.

      • Create and associate topics – Create topics that you want to associate with the new or cloned taxonomy.

      • Create a child topic – Create child topics for the parent topic in the taxonomy.

      • Associate connected content to a topic – Associate all existing and new content to the cloned taxonomy topics. You can add catalog items, knowledge bases, and quick links to the topics.

      • Associate content categories to topics – Associate content from multiple content categories to a topic in the taxonomy.

      • Associate content from catalog categories to a topic – Associate content from multiple catalog categories to a topic in the taxonomy.

      • Associate featured content to a topic – You can mark connected content as featured content for a topic. The featured content appears at the top of the topic page, enabling you to easily view content that requires your attention.

      • Associate a quick link to a topic – Associate quick links to topics to quickly view important content, such as knowledge articles, catalog, items, internal pages, and external links.

      • Associate learning content to a topic – Add learning content to a topic page to provide employees with quick access to training and career development.

      • Associate Guided Self-Service Process to a topic – You can make Guided Self-Service available from a topic. The GSS content appears on the topic page enabling your employees to easily self-serve.

      • Enable translated topic path updates – Improve the accuracy and reliability of topic translations with a new system property that helps keep translated topic paths up to date automatically.

      • Enable user criteria for topics – Enable user criteria to configure topic-level security and visibility settings for topics.

    • Taxonomy and connected content – Using the taxonomy and content personas, you can keep track and manage the new content updates on the topic pages. Connect new content to the categories linked to the topics. Monitor the categories to track new content available as the associated connected content types.

      • Manage connected content from topic pages – Link your desired categories to the topics and track the additions and removals to have easier management of unconnected content.

      • Run the scheduled job for content association – Change the scheduled job frequency, as required, to ensure that the notification of new content availability to add to the topic pages is regular and uninterrupted.

      • Enable connected content autosync system property – Content updates are automatically synced when you enable the autosync system property.

      • Check for updated content in categories – Track and manage the updated content in categories for better visibility, content maintenance, and performance.

      • Manage outdated connected content – Improve performance by tracking and removing outdated content from connected content from a dedicated tab. .

      • Run the scheduled job for outdated content – Auto-delete the outdated content by marking the schedule job active. Once the schedule job is active, all the outdated content is removed automatically.

    • Dynamic topic pages – Dynamic topic pages are topic pages that are dynamically configured using content tagged to a unified taxonomy across all departments.

      • Configure additional permission levels for topic management – Experience decentralized management of topics by configuring two new permission levels, topic manager and topic contributor.

      • Customize topic pages with various templates – Design topic pages with various custom-made templates to suit the tone of the topic for an enhanced user experience.

      • Simplified topic page template cascade rule – Design topic pages with various custom-made templates to suit the tone of the topic for an enhanced user experience.

      • Create topic page template – Design topic pages with various custom-made templates to suit the tone of the topic for an enhanced user experience.

      • Translated Knowledge Base article attachment behaviour – Use the upgraded translated Knowledge Base article attachment feature to find a Knowledge Base article in your own language on topic pages. As an admin, easily link all translated articles. As an employee, quickly find different translated versions, enhancing the navigation experience in different topic pages.

      • Add all translated Knowledge Base articles after an upgrade – Complete bulk tagging after you upgrade Employee Center by running the utility script. You can determine how many disassociated Knowledge Base article translations and unlinked topics that you have, using this script.

      • Search on the topic pages – The new search functionality on the topic pages provides different filters, sorting options, to make searching data easier on Employee Center.

      • Change the number of returned search results – The new search functionality on the topic pages provides different filters, sorting options, to make searching data easier on Employee Center.

      • Connect content to topic pages with the topic list selector – Get a uniform Service Catalog item-to-topic association experience with the topic list selector on Employee Center.

    • Mega menu configuration – The mega menu helps you navigate to a topic and its child topics. The taxonomy you associate with the employee center portal record determines the mega menu and its menu items. By default, the topics and child topics you create in the taxonomy are displayed as mega menu items.

      • Add menu items to primary navigation – Add non-taxonomy menu items to the primary navigation bar by configuring the Employee Center Menu record. The non-taxonomy menu items are displayed as a simple list.

      • View quick links on the mega menu – You can view quick links associated with root topics on the mega menu.

      • Configure Mega menu async load system properties – The mega menu async improves the homepage interactivity by loading the Mega Menu in the background, enabling you to engage with visible content faster.

      • User portal data map – User Portal Data Map table table is accessible only to the maint user and is auto-deleted in 30 days with an auto-flush job.

      • Get support – Get support helps you with a centralized and easy-to-navigate section for quick help from the employee center.

      • Configure static content – Static content helps create a central place for adding all the useful content for employees.

    • Advanced Portal Navigation – Advanced Portal Navigation (APN) helps you design and configure an intuitive navigation for better information architecture and topic discovery. You can manage the topics and service portal menu items based on employee needs. Use the enhanced navigation experience that helps you with better content discovery.

      • EC Information architecture – You can now use the out-of-the-box enhanced information architecture for improving content discovery and visibility.

      • Configure advanced portal navigation – Advanced Portal Navigation (APN) helps you design and configure an intuitive navigation for better information architecture and topic discovery.

      • Configure advanced portal navigation order – Advanced Portal Navigation (APN) helps you design and configure an intuitive navigation for better information architecture and discovery. You can reorder topics and non-topic menu items based on employee needs.

      • Simplified Navigation – Simplified navigation helps you design and configure an intuitive navigation experience and enrich information architecture and topic discovery experience.

      • Configure simplified left navigation – Simplified navigation helps use an intuitive navigation for better information architecture and topic discovery.

    • Guided Self-Service in Employee Center – Empower employees with easier self-serve capabilities through guided experiences to improve productivity and efficiency.

      • Configure Guided Self-Service – Guided Self-Service (GSS) helps create a playbook for all the useful content for employees.

      • Build a visual flow for Guided Self-Service – Create a visual playbook flow of activities so that employees can find information in a more intuitive and visual way.

      • Guided Self-Service Usage Insights – Visually analyze Guided Self-Service usage, user behavior, and other information from the Usage Insights dashboard.

      • Modify the Guided self-service widget display – The widget displays the help content for the Employee Center Pro Kiosk user. You can configure the instance options based on your display preferences.

    • Cross-channel favorites – Cross-channel favorites capability provides quick access to the content the employees use frequently and offers extensibility for BUs.

      • Configure favorite content type – Configure the favorites option to help employees personalize the content and easily access the content they frequently use.

      • Configure favorite content type on Mobile – Configure the favorites option on Mobile to help employees personalize the content and easily access the content.

      • Configure favorites option – Configure the favorites option to help employees personalize the content and easily access the content they frequently use.

      • Disable favorites – Enable or disable the favorites options to display the favorites icon and access your favorites list for quick use. Favorites functionality is enabled by default on Employee Center and MESP.

      • Remove favorites – Enable the RCAs to manage the favorites options from the Employee Center.

      • Modify the my favorites widget display – The My Favorites widget displays the favorite content for quick use. You can configure the instance options to control the appearance of the widget, such as the title and number of items to display you want to view.

    • Recommended for you – Recommended for you displays catalog items and knowledge articles, enabling you to view information that is most relevant to you.

      • Configure the Recommended for you – The Recommended for you widget displays catalog items and knowledge articles, enabling you to view information that is most relevant to you based on the taxonomy.

      • Modify the Recommended for you widget display – The Recommended for you widget displays catalog items and knowledge articles, enabling you to view information that is most relevant to you. You can configure the instance options to control the appearance of the widget, such as the title, number of items to display, and what category of items you want to view.

    • Featured content – Using featured content, administrators can highlight important resources, articles, and catalog items prominently for employees.

      • Featured Content form – Use the featured content form to mark the associated connected content as featured content for a topic.

    • Quick links – Quick links are a way to quickly access internal and external resources related to specific departments within your organization. You can create quick links, associate quick links to topics, and restrict access to quick links.

      • Create a quick link – You can create quick links using the quick links module in the Employee Center for accessing internal and external resources, such as knowledge bases, catalog items, pages, and links.

      • Assign topics to a quick link – After you create a quick link, you can assign topics to the quick link. The quick link content is then displayed in the assigned topic in the Employee Center and Employee Center Pro.

      • Restrict access to a quick link – Restrict access to quick links by setting the user criteria, which allows access only to specific users, groups, roles, and more.

      • Create an external link – Create external links to access external resources and content. When creating a quick link, you can select an external link as the content type to display in a topic.

      • Grant or restrict access to an external link – Control who can access external links by setting the user criteria, which allows access only to specific users, groups, roles, and more.

      • Modify the Quick links widget display – Design and manage the appearance of the widget, such as the title, display style, tile size, and content alignment.

    • Employee Center browse experience widgets – Modify the default widget settings according to your organization’s needs on Employee Center.

      • Popular topics widget – Popular topics widget lets you quickly view and access the most popular topics. You can configure the instance options to control the appearance of the widget, such as the title, number of topics, display size, and border color.

      • Modify the topic header widget display – The topic header widget displays the topic and its child topics, including all the connected content associated with the topics. You can configure the instance options to control the appearance of the topic header widget, such as the topic description and the topic banner and icon.

      • Modify the topic content widget display – The topic content widget displays the knowledge articles and requests associated with the topic in your taxonomy. Click a knowledge article or a request to open it. You can configure the instance options to control the number of items to show per page and their sort order.

      • Modify the sub-topics widget display – The sub-topics widget displays all the child topics associated with the parent topic in your taxonomy. Click the child topic to open the page for the child topic. You can configure the instance options to show or hide the topic icons for the child topics in the widget.

    • Setup search experience – Enhance the search experience.

    • AI Search for Curated Experiences – Align the AI search to limit the search to the content associated with your taxonomy.

      • Improved search functionality – The improved global search provides narrowed down content browsing on the global search for quicker and more specific content browsing experience.

      • Configure search by the topic facets – Configure the search by the topic facets, which suits your organizational requirements.

      • Configure search source when AI search is disabled – In Employee Center, the AI search is enabled by default. In situations where the AI search is disabled, you can configure a search source from which to fetch search results.

    • Enable Now Assist genius results – Enable the Now Assist in AI Search setup to use Now Assist genius results.

    • Personalized Answers on Employee Center – Get personalized Answers about your leave balance within the ServiceNow system or with an integrated third-party application.

      • Set up Personalized Answers for PTO – Get personalized Answers about your leave balance within the ServiceNow system or with an integrated third-party application.

      • Configure the data fetch type – Get personalized Answers about your leave balance within the ServiceNow system or with an integrated third-party application.

    • Setup task management – Enhance employee productivity and drive portal consolidation.

    • Action framework – The action framework includes some frequently used action items for quick access. You can use several default actions and create custom actions.

      • Configure actions – Using the action framework, configure actions and associate a set of actions as action groups for use in the different contexts.

      • Configure action group – Configure a set of related action items as an action group.

      • Configure action types – Configure action types based on the behavior action as an action type.

      • Update approvals action group – Approvals action group provides quick access to approve or reject the requests directly from the approvals page.

      • Modify the Employee Profile action group – The Employee Profile actions include some frequently used action items in a framework for quick access.

    • Browser Extension for Employee Center – Access all your extension-supported, Employee Center content, and other resources within a movable, pop-up browser extension.

      • Configure browser extension sites – Configure the Browser Extension for Employee Center in your desired websites for easy access to the Employee Center portal.

      • Set up browser policies – Set up the browser policies to enable access to the Browser Extension for Employee Center within the supported browsers.

      • Set up Now Assist search in Browser Extension for Employee Center – Set up the Now Assist Virtual Agent search profile on the Browser Extension for Employee Center.

    • Enhanced Requests Experience – Improve your request management on Employee Center with the Enhanced Requests Experience that enables you to find and manage requests effectively.

      • Set up request sources – Create different request sources for different applications to see all your requests under the Requests section on Employee Center.

      • Set up the Requests filter definition – Configure a filter definition for different portals or each portal separately with the Requests filter definition.

      • Set up the Requests filter configuration – Set up the request filter configuration to determine the filter options are available under the Requests tabs.

      • Set up the Requests filter condition – Set up the filter conditions to provide a second-level filter options for the first-level filters.

      • Opt in to the enhanced Enhanced Requests Experience – Opt in to the Enhanced Requests Experience, as an existing customer, to get the benefits of the updated features on both desktop and on the Now Mobile app.

    • Employee requests page – The requests page is where employees can view all their requests on a single page in the Employee Center. You can configure the requests page by applying filters to show a user’s service catalog requests, IT incidents, HR cases, and more.

      • Create or modify a request filter – Create or modify a request filter for the requests page in the Employee Center.

    • My active items widget configuration – The My active items widget displays all user activity that requires your input or review.

      • Perform a basic activity configuration – Configure activities to determine which records you want to retrieve from a table when certain conditions are met.

      • Provide basic activity configuration details – After you create a basic activity configuration, you must specify which records for the activity you want to retrieve from the tables.

      • Perform an advanced activity configuration – Configure activities to display their count and to display items in a list for a primary activity.

      • Restrict access to an activity – Apply user criteria to an activity to define which users, groups, and roles can access the activity.

      • Modify Active items widget display – You can configure the instance options to control the appearance of the widget, such as the title, number of topics, display size, and border color.

    • Notifications for Employee Center – Notifications for Employee Center functionality provides a unified notifications experience on the portal for different tasks, activities, and other relevant information.

      • Configure notifications for portal – Configure the notifications functionality on any portal of your choice to get a unified notification system for all your tasks and reminders.

      • Configure notification content for portal – Configure the notification display messages for each notification type on the Employee Center portal.

      • Configure notification triggers – Configure the notification content triggers to determine how it’s displayed on the portal.

    • Employee tasks page – Configure the tasks page for employees to view and complete all their tasks on a single page. You can configure the page by applying filters to show user approvals, content tasks, and more.

      • Employee to-dos approval roles – Roles determine who can approve, reject, or comment on employee requests.

      • Create or modify to-dos – Create or modify a to-dos in the Employee Center.

      • Enable prioritization by filter – If you are ordering the to-dos by filter instead of due date, you must enable the sn_hr_sp.todos_config_display_with_priority property, add the Display priority field to the to-dos configuration form, and assign each to-dos filter a priority number.

    • Configurable task filters – Enable the employee to use filters, filter groups, and categories to easily filter, discover, and fulfill the tasks in a few clicks.

      • Configure filter conditions – With these conditions, you enable employees to easily filter, discover, and fulfill the tasks in a few clicks.

      • Create filters or filter groups – With these filters and filter groups, you enable employees to easily filter, organize, discover, and fulfill the tasks in a few clicks.

      • Configure filter categories – With these filter categories, you enable employees to easily filter, organize, discover, and fulfill the tasks in a few clicks.

    • Employee profile – A unified employee profile provides the employee information and offers extensibility for BUs.

      • Create an active employee definition – Create an active employee definition to generate the employee profiles.

      • Opt in to the employee profile – Enable the new employee details and design by opting in to employee profile.

      • Configure the Employee Profile header – Configure the Employee Profile header to display useful information about employees, such as their first name, family name, and department. The header enables you to identify the employee quickly.

      • Employee Profile Header Configuration form – Use the Employee Profile Header Configuration form to create a header for a profile.

      • Configure the Employee Profile overview widget – Configure your instance options to control the appearance of the Employee Profile overview widget, such as the title, number of items to display, icons, and what category of items you want to view.

      • Overview section form – The overview section form enables you to configure a section on the Employee Profile UI.

      • User Criteria output – User Criteria output based on Available For and Not Available For values.

      • Modify the employee profile widget display – The employee profile widget displays the tabs and work-related information hierarchy. You can configure the instance options to control the number of tabs to display.

      • Update the Employee Profile banner and profile images – Upload or update the banner and profile images for your Employee Profile page with the upgraded edit features.

      • Manage profile tabs and visibility in Employee Profile – Enable the display of work-related content in the employee profile to help customize the public profile visibility settings.

      • Configure Employee Profile for a portal – Configure the Employee Profile for a portal by creating a configuration record and mapping a header and tabs.

      • Employee Profile form – An option in the Employee Profile configuration that provides a list of employee profile fields.

      • Employee Profile portal configuration form – Use the Employee Profile Portal Configuration form to configure the profile for a service portal.

      • Employee Profile upgrade scenarios – After upgrading Employee Profile to version 11.0.3, the profile pages on all portals are updated based on the following scenarios.

      • Add other manager relationships for an employee – Add other manager relationships to set up dotted-line reporting for an employee.

      • Add an Employee Profile page bio in the upgraded section – Add a short bio comprising interesting details about yourself in the add a bio section of the Employee Profile page.

      • Manage the employee profile AI and ML model – Use the employee profile Artificial Intelligence (AI) and Machine Learning (ML) model to view recommended articles and catalog items for similar users.

      • Manually train the employee profile predictive model – Manually train the employee profile predictive intelligence to model similar users if auto-train is not enabled by default.

      • Updates for the Employee Profile HR widget – The Employee Profile HR widget has three additions, My Contacts, My Delegates, and Employee Documents.

      • Preferences widget for Employee Profile – User Preferences can be accessed as a separate Preferences widget for customers who have opted in for the Employee Profile.

    • Quick start tests for Employee Center – Validate the continued functionality of the Employee Center after any configuration change such as an upgrade or after developing an application. Copy and customize these quick start tests to pass when using your instance-specific data.

    • Run quick start tests for Employee Center – Employee Center provides several quick start tests you can run.

  • Using Employee Center – Use the Employee Center portal to raise requests, work on to-dos, and search for information.

    • Use the Employee Center topic pages – The Employee Center topic pages contain the breadcrumbs widget, topic header widget, sub-topic widget, and the topic content widget.

    • Topic managers and contributors for topic page management – While topic managers control the topic level decisions, the contributors manage the connected content, quick links, adding applications, and featured content on the topic page.

    • Use the My To-dos page – Use the To-dos page to review all tasks that are assigned to you and prioritize them.

    • Use approval experience – Use the My tasks section to track and fulfill the requests from the portal and Now Mobile.

    • Manage approvals from Microsoft Teams – Manage Concur expense approvals using Virtual Agent actionable notifications in Microsoft Teams to resolve the approval directly in the Virtual Agent conversation without involving a live agent.

    • Manage approvals from a Microsoft Outlook email – Approve or reject Concur expense reports from a Microsoft Outlook email message.

    • Task filters on My tasks – Use the enhanced filters experience to manage and prioritize the tasks. Using the filters, employees and managers can have better visibility into the time-sensitive and business-critical tasks.

    • View the Recommended for you content – Access all the content recommended for you from from a central location in one-click.

    • Use Employee Center from Zoom – Access and use the ServiceNow Employee Center capabilities from Zoom client.

    • View employee profile – View the employee profile with your personal information from the employee portal and Now Mobile.

    • Use Employee Profile with HR Service Delivery – Learn how the Employee Profile plugin works with HR Service Delivery.

    • Use Personalized Answers – Employees can use the AI-search enabled feature to seek information about their leave balance and more on the Employee Center search page.

    • Employee Profile org chart widget – Use the Employee Profile org chart widget to easily browse, search, and navigate through the organization chart.

    • RTL support for Employee Center – As an employee, you can change the display of the user interface from right-to-left.

    • Manage favorites – Mark the content as your favorites and easily access all your favorites.

    • Access applications from App Launcher – Access all your applications from a central location in one-click.

    • Use Guided Self-Service – Use the Guided Self-Service experience to self-serve, leading to improved productivity, and operational efficiencies for the organization.​

  • Employee Center reference – Reference topics provide additional information about Employee Center components and forms.

    • Activity Configuration form – Use the Activity Configuration form to do a basic configuration or an advanced configuration for an activity.

    • Activity Configuration Detail form – Use the Activity Configuration Detail form to specify which records you want to retrieve from a table when certain conditions are met for a basic activity configuration.

    • Approvals experience reference – Use the following reference information for better approval experience.

    • Connected Content form – Use the connected content form to associate content to the topics in your taxonomy.

    • Default Employee Profile Header Configuration record – The default Employee Profile header configuration record contains the following field values.

    • Employee Center widgets – You can use base system widgets as-is in the portal or clone them to suit your own business needs.

    • Employee Profile form – An option in the Employee Profile configuration that provides a list of employee profile fields.

    • Employee Profile Header Configuration form – Use the Employee Profile Header Configuration form to create a header for a profile.

    • Employee Profile portal configuration form – Use the Employee Profile Portal Configuration form to configure the profile for a service portal.

    • Employee Profile upgrade scenarios – After upgrading Employee Profile to version 11.0.3, the profile pages on all portals are updated based on the following scenarios.

    • Enhanced Requests Experience forms – The forms provide information to set up the Enhanced Requests Experience.

    • Request source form – The field descriptions provide a reference point when you’re creating a request source.

    • Request filter definition form – The field descriptions provide a reference point when you’re creating a Requests filter definition.

    • Request filter configuration form – The field descriptions provide a reference point when you’re creating a Requests filter configuration.

    • Request filter condition form – The field descriptions provide a reference point when you’re creating a Requests filter definition.

    • External Link form – Use the External Link form to create an external link.

    • Featured Content form – Use the featured content form to mark the associated connected content as featured content for a topic.

    • Footer form – Use the Footer form to create a new footer that you want to appear in the Employee Center or Employee Center Pro.

    • Footer Menus form – Use the Footer Menus form to create a new footer menu that you want to appear on your Employee Center or Employee Center Pro.

    • Guided Self-Service reference – Use the following reference information for the Guided Self-Service functionality.

    • Menu Item form – Use the Menu Items form to configure the items for the More menu on the Employee Center header.

    • Overview section form – The overview section form enables you to configure a section on the Employee Profile UI.

    • Portal notification configuration form – The portal notification configurations form enables you to create a unified notification system for your preferred portal.

    • Portal notification content form – The field descriptions provided here are required to configure your portal notification messages.

    • Trigger conditions form – The field descriptions provided here are essential to create the trigger conditions for your portal notification messages.

    • Quick Link form – Use the Quick Link form to create a new quick link and specify the content type for the quick link.

    • Tab widget mapping form – You can use the tab widget mapping form to display widgets on a tab and control their visibility.

    • Taxonomy form – Use the taxonomy form to create your own taxonomy for the Employee Center portal.

    • Topic form – Use the topic form to create topics for the new or cloned taxonomy.

    • User Criteria form – Add a user criteria record to decide which users, roles, and groups can access a quick link.

    • User Criteria output – User Criteria output based on Available For and Not Available For values.

    • Schedule appointment form – Use the Schedule appointment form to select a reason and provide contact information for your appointment.

    • Location Consent form – The location consent form helps you configure the communication channels for appointment bookings.

    • Website configuration form – The field descriptions provide a point of reference when you’re configuring the Browser Extension for Employee Center for a website.

  • Employee Center for IT Service Management – Employee Center for IT Service Management (ITSM) helps you improve the self-service capabilities and perform diverse admin and service management tasks from a dynamic unified employee portal.

  • Exploring Employee Center for ITSM – Empower users with the operational efficiencies gained from greater self-service, actionable communications, and unified experiences.

  • Configuring Employee Center for ITSM – Leverage Employee Center for ITSM to provide an integrated and seamless experience to the employees, agents, and service managers.

  • Using Employee Center for ITSM – Use Employee Center for ITSM together to reduce costs, deliver high-quality customer and employee experiences, and drive operational resilience.

  • Employee Center Pro – Employee Center Pro expands the portal experience beyond service delivery with employee communication and engagement tools including content publishing, campaigns, and employee communities.

  • Exploring Employee Center Pro – Employee Center Pro is a modern, multi-department employee destination site to drive employee engagement and productivity.

  • Configuring Employee Center Pro – Guidance for setting up Employee Center Pro.

    • Admin configurations – As the system admin, install Employee Center Pro plugins, assign roles to users so they can configure Employee Center Pro features, set the theme, header, and footer, and enable support for right-to-left languages.

    • Upgrading to Employee Center Pro – Guidance on preparing for and performing an upgrade from Employee Center to Employee Center Pro.

      • Install Employee Center Pro – Employee Center Pro extends the standard Employee Center capabilities and provides a platform for employees to communicate and be engaged.

      • Upgrade to Employee Center Pro from Employee Service Center (HR) – Migrate to the Employee Center Pro portal to provide employees with a unified portal and content experiences.

    • Employee Center Pro plugins – Discover the Employee Center Pro plugins that are included out-of-the-box on a new ServiceNow instance, as well as plugins that are installed when you upgrade to Employee Center Pro.

      • Activate Content Experiences – You can activate the Content Experiences [sn_ca] plugin if you have the admin role to deliver targeted content and campaigns to keep employees informed and engaged. This plugin includes demo data and activates related plugins if they are not already active.

      • Activate Content engagement – You can activate the Content Engagement [sn_ce] plugin if you have the admin role to enable employee engagement activities (reaction icons, comments, or sharing content) with portal and mobile content.

      • Activate Content Publishing – Activate the Content Publishing [sn_cd] to create and distribute engaging employee content. This plugin includes demo data and activates related plugins if they are not already active. To use the Employee Communities feature, activate the Customer Communities [com.sn_customer_communities] plugin.

      • Activate Content Governance – You can install the Content Governance application (sn_cg) to provide a streamlined method for employees to request content to be created for Content Publishing.

    • Employee Center Pro roles – Employee Center Pro plugins include necessary roles for configuring and using the features. Learn more about the roles and the tasks they can perform.

    • Enhanced chat in Employee Center – Learn more about the theme updates and how to get started with Now Assist enhanced chat.

    • Setup search experience – Enhance the search experience.

    • AI Search for Curated Experiences – Align the AI search to limit the search to the content associated with your taxonomy.

      • Improved search functionality – The improved global search provides narrowed down content browsing on the global search for quicker and more specific content browsing experience.

      • Configure search by the topic facets – Configure the search by the topic facets, which suits your organizational requirements.

      • Configure search source when AI search is disabled – In Employee Center, the AI search is enabled by default. In situations where the AI search is disabled, you can configure a search source from which to fetch search results.

      • Configure search navigation tabs – In Employee Center, the AI search navigation tabs are enabled by default. You can configure a search navigation tab on the search results.

      • Configure click-rank search relevance – Enhance the topic page search rank based on the clicks and usage of a topic by the employees.

      • Configure topic search filter – Customize search experiences for different portals by configuring the search application and filters.​

    • Setup task management – Enhance employee productivity and drive portal consolidation.

    • My active items widget configuration – The My active items widget displays all user activity that requires your input or review.

      • Perform a basic activity configuration – Configure activities to determine which records you want to retrieve from a table when certain conditions are met.

      • Provide basic activity configuration details – After you create a basic activity configuration, you must specify which records for the activity you want to retrieve from the tables.

      • Perform an advanced activity configuration – Configure activities to display their count and to display items in a list for a primary activity.

      • Restrict access to an activity – Apply user criteria to an activity to define which users, groups, and roles can access the activity.

      • Modify Active items widget display – You can configure the instance options to control the appearance of the widget, such as the title, number of topics, display size, and border color.

    • Approvals hub – Enable the approver with the in-context information for informed and prioritized approval decisions.

      • Enable task configuration for approvals – Provide the approvers with more in-context information about the approval requests for informed and prioritized approval workflows.

      • Approval hub integrations – The Approval Hub integration with different external applications enable different access points to fulfill organizational approval tasks.

      • Approvals hub integration with SAP Concur – Enable easier access to all active approvals of external business applications such as SAP Concur from Employee Center Pro. The SAP Concur spoke is built by Bristlecone, Inc.

        • Manage approvals from SAP Concur – As an administrator, you can sync, view, track, and fulfill the requests from other business applications such as SAP Concur from a unified Employee Center Pro location.

        • Populate SAP Concur report and metadata – As an administrator, fetch the reports metadata from other business applications such as SAP Concur. View the Concur expense reports, itemizations, and receipts from your ServiceNow instance.

        • Use task configuration for SAP Concur approvals – Using the default To-dos configuration, you can provide the approvers with more in-context information about the approval requests for better approval workflows.

      • Approvals hub integration with Workday – Enable easier access to all active approvals of external business applications such as Workday from Employee Center Pro. The Workday spoke is built by Bristlecone, Inc.

        • Fetch Workday reports – As an administrator, fetch the reports metadata from other business applications such as Workday. View the Workday reports, leaves, compensation, and other information from your ServiceNow instance.

        • Configure Workday to-dos – Store one-time configuration parameters to pull tasks from Workday into the ServiceNow application.

        • Use task configuration for Workday approvals – Using the default To-dos configuration, you can provide the approvers with more in-context information about the approval requests for better approval workflows.

      • Configure E-signature for approvals – Approval with e-Signature plugin (com.glide.e_signature_approvals) enables users to approve requests by authenticating their login credentials.

    • App Launcher – App Launcher enables you to provide employees one-click access to all of their web business applications from Employee Center.

      • Sync your applications from Microsoft Entra ID – As an administrator, you can sync your single-sign-on applications and give one-click access to the applications. You can associate topics to the applications to launch useful applications right from the portal.

      • App launcher integration with Okta – Using OOTB integration with Okta, you can automatically sync the registered applications from Okta and give your employees one–click access to a personalized list of assigned applications. Your employees can easily access all the active apps with valid entitlement in Okta without specifying the login credentials.

      • Register custom web applications with app launcher – As an administrator, you can register applications manually and give one-click access to the applications. You can associate topics to the applications to discover and launch useful applications from the topic page.

      • Configure application visibility and access – Enhance application discovery and navigation on the App launcher by configuring the access and visibility settings.

      • Assign topics to web applications – Associate topics to the applications which can help discover and launch useful applications right from topic page.

      • Modify app launcher widget display – Access all the useful applications from a unified application from the Applications widget from your employee portal. You can see a list of related applications when you browse topics and launch the application.

      • App launcher user experience analytics – Visually analyze app usage, user behavior, and other information from the user experience dashboard.

    • Organization chart in Employee Center Pro – Using org chart, learn more about other employees and understand team structures at the organization.

      • Configure eligible users for org chart – Define the eligible users to show up in the org chart. Admin can create a new eligible user configuration from one of the Users, HR Profile, and Employee Profile tables.

      • Configure card settings for org chart – Define the lines and information to show on the Employee Center Pro org chart card.

      • Update the report count based on eligible users – Update the direct and other report count by running a script execution job.

      • Modify the org chart widget display – The org chart widget displays the employees and organization hierarchy. You can configure the instance options to control the number of employees.

    • Appointment Booking – Provide an omnichannel unified experience to your employees to schedule and manage appointments across multiple business units such as IT support, HR consultations, or other business units.

    • Opt in to unified appointment booking – Opt in to unified appointment booking and enable it for the Employee Center.

    • Create an appointment reason – Create a reason that employees can use to book an appointment.

    • Configure appointment communication – Configure the communication channels and location consent for appointment bookings.

    • Map category and reasons to a location – Use the Unified Taxonomy for Employee Center to create appointment categories to group appointment reasons and map them to location queues.

    • Configure feedback for appointment booking – Create a feedback definition for appointment booking so employees can provide feedback for completed appointments.

    • Configure page routing for appointment booking – Configure page routing to redirect users to the appointment scheduling page.

    • Setup employee communications – Inform and engage your employees.

    • Content engagement – Content engagement enhances news articles by providing users with a way to comment and react to articles. Managers can measure the effectiveness of their content using engagement metrics.

      • Configure a custom reaction – Content engagement utilizes font awesome icons to provide several out-of-the-box reactions for employees to interact with news articles. Engagement admins can customize the out-of-the-box reactions or configure their own.

      • Smart prioritization – Smart prioritization uses a numeric priority score to automatically rank AI content, such as Employee Hub and AIUX Portal content types, for each content schedule.

    • Video hosting integrations framework – Connect Content Publishing with a video hosting service, to make the hosted videos available for content authoring and publishing.

      • Configure content provider and mapping – Connect a video hosting service to Content Publishing by configuring a content provider, then mapping the hosting service to specific content types, including rich content, news article, and styled content.

      • Configure a video authorization – Configure a content processor to enable employees to view private videos without providing credentials.

      • Configure video content search – Configure a content processor to add a button to the Content Library interface that enables a content manager to view thumbnails of available videos from the content provider.

      • Configure content rendering parameter – A content rendering parameter functions similarly to video hosting URL parameters, allowing content managers to customize the viewer’s experience through an interface element in the Rich Content Editor. Depending on the hosting provider, this can include defining a checkbox for enabling full screen or autoplay, or a textbox for specifying the start time.

    • Content templates – Content templates empower content creators to efficiently publish large volumes of news articles. Each template defines the article layout, publishing schedule, destination, and target audience. By associating a news article with a content template, the system automatically generates publish plans, which reduces the effort required to publish content.

      • Create a Content template – A content template is pre-defined publishing plan for news articles. Create a content template to enable content authors to create and publish higher volumes of news article content.

    • Content Ownership – Define who has permission to create content, where they can publish it, and which employees can view it.

      • Assign ownership of content – Assign a user or group with the content manager (sn_cd.content_manager) role to a content item so only that user or group can edit and publish the content.

      • Assign ownership of an audience – Provide ownership of an audience to a user or group with the content manager (sn_cd.content_manager) role so only they can access and schedule content for the audience.

      • Assign ownership to a portal page – Assign ownership of a portal page to give a user or group with the content manager (sn_cd.content_manager) role exclusive content publishing ability for the Content Publishing widgets in that page.

      • Assign ownership to a topic – Assign ownership of a taxonomy topic to give a user or group with the content manager (sn_cd.content_manager) role exclusive content publishing ability for the Content Publishing widgets in that topic.

    • Reusable components – Use Re-usable components to create content

      • Add content destination – A content destination defines the page and widget for publishing news articles. It is a component of a content template, which auto-generates publish plans for new articles.

      • Audiences – Target portal content and lifecycle event activities to specified audiences with audience records.

      • Create an audience – Create or modify an audience record to define the conditions or criteria that users must meet to view content.

      • Create a content category – Create a content category to tag news articles.

    • Configure employee communications widgets – Modify the out-of-the-box widgets settings according to your organization’s needs.

      • Modify the Featured News widget – The Featured News widget displays featured articles on company news and announcements.

      • Modify the News feed widget – The News feed widget displays articles on company news and announcements. All news, Other news, and Related news are instances of the News feed widget.

      • Modify the Content Experiences widget – You can edit the banner of your Content Experiences widget to create a modern and unique layout for your content in the Content Experiences widget.

      • Modify banner width options – Modify the width of the Employee Center Pro banner widget, on the home page, to suit your preference.

    • Configure Localization Framework for Content Publishing – Configure the translation workflow to enable Content managers to request translation via the Localization Framework. The basic workflow relies on manual translation; you can integrate with a third-party service to receive automatic translation.

      • Configuring translation for Content Publishing after upgrade – Content Publishing supports multi-lingual content creation by enabling content managers to easily change the interface language and request content translation through the Localization Framework.

    • Add or modify content type for Content Publishing – Use Content Types to associate the content type category with a service portal widget to determine where content resides on your service portal.

    • Setup continuous improvement – Enhance efficiency and performance through feedback and analytics.

    • Integrated experience and service feedback – Experience and service feedback enables you to gather quick feedback from your users on their user experiences and their service experiences.

      • Set up the feedback configuration – Set up the feedback configuration for the experience and service feedback in the Employee Center portal. Configure a seamless channel of feedback communication that remains constant for your portal.

      • Set up the feedback definition – Configure the feedback definition to curate the finer details of each feedback type.

      • Configuring feedback for Virtual Agent – You can promote the experience feedback or set up service feedback for the Virtual Agent.

      • Promote experience feedback in Virtual Agent – You can promote the experience feedback or set up service feedback for the Virtual Agent.

      • Set up service feedback for Virtual Agent – You can promote the experience feedback or set up service feedback for the Virtual Agent.

      • Integrated service and experience feedback management – Manage the experience and service feedback widgets according to your organizational need.

      • Modify the experience flow feedback widget – Customize the appearance of the experience flow feedback widget with the instance options.

      • Modify the workflow feedback widget – Customize the appearance of the workflow feedback widget with the instance options.

      • Feedback Analytics dashboard – Track all your feedback responses with the Feedback Analytics for portals, email, Virtual Agent, kiosks, and Now Mobile.

      • Usage Insights dashboard – The Usage Insights dashboard helps get a consolidated view of the feedback data. It provides a quick view of all types of feedback data in the Usage Insights dashboard.

    • Content Analytics – Monitor and measure the impact of the content you provide through the Employee Center and in campaigns using Content Analytics.

      • Activate Content Analytics – Activate Content Analytics if you have an admin role to use the default analytics solution that provides web portal traffic analytics, as well as Content Experiences (aka Campaigns) related engagement statistics.

      • Activate a tracking profile – Activate one of the out-of-the-box tracking profiles to start collecting portal and campaign metrics.

      • Create a Content Analytics tracking profile – Use Tracking Profiles to configure your ServiceNow content analytics dashboards.

      • Set up Content Analytics tracking – To use Content Analytics with custom pages or widgets, add the tracking profile to your Employee Center or service portal theme header and add the cdaAnalytics service to your custom widgets.

    • Quick start tests for Employee Center Pro – Validate the continued functionality of Employee Center Pro after any configuration change such as an upgrade or after developing an application. Copy and customize these quick start tests to pass when using your instance-specific data.

    • Managing portal performance – Discover ways to reduce portal loading time and enhance portal display.

    • Portal performance optimization – Learn more about the heavy-load and high-traffic scenarios and ways to optimize the user experience and portal performance.

    • Improve portal load time with asynchronous loading – Reduce the time employees spend waiting for the portal to load by enabling widgets to load data asynchronously. This allows widgets to display information as it becomes available, improving overall portal performance.

    • Improve the image load time on Employee Center – Use CDN URLs to reduce the load time of the banner images, background images, and app icons on the Employee Center portal.

    • View widget performance metrics – View the metrics provided by the performance window to identify which widgets take the longest to load data.

    • Add hotspots to track custom widget performance – Hotspots help capture and log widget load times, which enables better debugging of long portal load times.

  • Authoring and managing employee communications – Content managers and admins use Employee Center Pro capabilities to create employee communications, assemble multi-stage and multi-channel campaigns, manage content requests, and measure impact.

    • Creating employee communications – Content Publishing offers robust communications creation tools that enable you to create, manage, and publish a variety of content types including portal content, notifications, mobile content, and tasks.

    • Microsites – Rich Content Editor enables content managers and admins to create HTML-based content for the Employee Center Pro topic and portal pages using a visual drag-and-drop interface.

      • Create rich content – Use the Rich Content Editor to build long form content with an easy to use web styled tool.

      • Create and edit content from portal widgets – Use the widget authoring shortcuts to create and edit rich, banner, styled, and news (edit only) content directly from the employee portal. When you use the widget shortcuts, the system generates a publish plan to deliver the content to that specific widget.

      • Add predefined content layouts with the Rich Content Editor – Use modules to easily add new content layouts containing headers, paragraph text, and images. Choose from layouts comprised of three vertical cards, three horizontal cards, or a side-by-side configuration with an image positioned to the right of a text block.

      • Add columns with the Rich Content Editor – Use the Rich Content Editor canvas to create columns to help define and organize your layout for your page.

      • Add a Divider with the Rich Content Editor – Add a horizontal Divider into your canvas to visually separate elements or highlight important sections.

      • Add an Image with the Rich Content Editor – Use the Rich Content Editor canvas to add images in your content.

      • Add a Video with the Rich Content Editor – Use the Rich Content Editor canvas to add videos in your content.

      • Add Text or a Text section with the Rich Content Editor – Use the Rich Content Editor canvas to add Text or a Text section in your content.

      • Add a Button with the Rich Content Editor – Add a Button to trigger actions or redirect users to different content.

      • Add a Link or Link block with the Rich Content Editor – Use the Rich Content Editor canvas to add a link or a link block to redirect users to different content or a web page. A Link provides a textbox and a Link block allows you to add an image that acts as a link.

      • Add a List with the Rich Content Editor – Add a numbered or bullet list to better organize your content.

      • Add Tabs with Rich Content Editor – Add tabs to your rich content to help your users navigate efficiently by allowing them to select the various tabs to reveal the associated content within them.

      • Add an Accordion with Rich Content Editor – Add an accordion component to the canvas to design content that can be expanded or collapsed.

      • Add a Table with Rich Content Editor – Add a table to your content to organize information in rows and columns.

      • Editing source code in the Rich Content Editor – Modify the HTML and CSS source code for all the elements in the canvas or for a specific element.

      • Copy and Paste in the Rich Content Editor – Copy and paste HTML and CSS source code for elements in the canvas.

    • News articles – The News article content type combines content creation features from the Rich Content Editor with new publishing methods that enable high volume content publishing to the portal and Now Mobile app to keep employees updated on company news and announcements.

      • Create a news article – Use News articles to keep employees updated on company news and announcements.

      • Create a news article template – Create a news article template to enable content authors to reuse the article layout to rapidly assemble news articles.

      • Publishing news articles – News articles can be published via a publish plan or using Content templates to auto-generate publish plans. These auto-generated publish plans are inactive by default and must be activated for News articles to appear in the portal.

      • Hide News and Events from the Mega Menu – The News Center menu option appears in the primary navigation menu by default, however, a portal admin can remove it from the menu.

    • Company events – Host live company events directly in the employee portal, with prebuilt configurations to streamline the pre-event communications and handle traffic surges. Content authors can easily create and share event content using the drag-and-drop Rich Content Editor and mass-publishing capabilities.

      • Create a company event – Use company events to configure a live-streamed event.

      • Publishing company events – Company events can be published via a publish plan or using Content templates to auto-generate publish plans. These auto-generated publish plans are inactive by default and must be activated for company events to appear in the portal.

      • Workplace Service Delivery Integration – Create new reservations and make changes to existing reservations for your company events from the Workplace Service Management portal, which integrates with Employee Center Pro.

      • Create Company Event with Workplace Service Management – Create new company events and make changes to existing company events from the Workplace Service Management portal, which integrates with Employee Center Pro.

      • Company Event Troubleshooting – Company event troubleshooting steps help resolve reservation changes and cancellations.

      • Attendee List and RSVP for company events – Attendee list can be viewed for company events.

    • Portal content – The Content Library is your one-stop location for creating and publishing a variety of content types to appear on the employee portal.

      • Create customized media with styled content – Create banners, block/announcements, or videos using the styled content type to customize settings such as text color, text alignment, links, background colors, and images on Employee Center Pro.

      • Create video content – Using the Content Library, you can create video content to appear on the employee portal.

      • Create URL content – Using the Content Library, you can create URL content containing a link to information.

      • Create image-based link content – Using the Content Library, you can upload a picture or graphic and link it to a url.

      • Create events content – Using Content Library, you can create content that announce events to your employees.

      • Create banner content – Using the Content Library, you can create banner content that appears on the employee portal.

      • Create rich text content – Using the Content Library, you can create rich text content, which enables you to format your text in a creative and attention-grabbing way.

      • Create calendar content – Add a calendar to the employee portal to provide employees with a quick way of viewing upcoming company events, such as holidays.

      • Add or modify links to other content sources – Use link content to create URL or video links. You can use these links on the Employee Center, in a campaign, or in Communities (when Communities is installed).

      • Add or modify block content – Create block content as reusable information you can insert into campaigns, notifications, rich-text announcements, or community posts (when community is installed).

    • Notification content – Create email, push, and SMS notifications to send messages directly to your employees. Messages can also be sent as part of a campaign.

      • Create email, SMS, or push notification content – Use Notification Content to send an information blast directly to your employees via email, SMS, or push to their mobile devices. Notifications can be used to direct users to the portal for detailed information.

    • Mobile content – Create different types of content that your employees can view on their mobile devices.

      • Create mobile banner content – Create banner content that your employees can view on their mobile devices.

      • Create mobile text card content – Create text card content that your employees can view on their mobile devices.

      • Create or edit mobile video content – Create video content that your employees can view on their mobile devices.

    • To-do content – You can assign tasks to your employees that prompts them to take action.

      • To-do links on Employee Center Pro – Use Content Publishing to create links between a banner or styled content items and to-dos content items.

      • Create to-do content – You can assign tasks to your employees that prompts your employees to take action. You can also have the to-do as part of a campaign or trigger additional content once a task is completed. To-dos can also be sent via email.

    • Pulse survey content – You can create and send Pulse surveys to your employees as a way to receive feedback.

      • Create pulse survey content – Create pulse surveys that can be delivered to your employees to obtain feedback, drive action, and measure impact.

      • Create a pulse question – Create a question in a pulse survey or add a question to pulse question bank.

    • Employee Forums – Employee Forums delivers Communities features to the Employee Center Pro portal to help employees connect, engage, and collaborate with other employees. Use Employee Forums to share business information, promote employee engagement, encourage ideas and feedback, and to give your employees a voice.

      • Add or modify forum content – Provide content to your employees through employee forums.

    • Content versioning – Content versioning tracks changes made to Portal and Rich content types after they are published, enabling managers to view previous versions of content.

      • Checkout published content – After Portal or Rich content is published, you must checkout the content to modify it.

    • Publishing content – Use Content Publishing to create, schedule, and deliver your portal content to your employees.

      • Scheduling the delivery of content – After you create content in Content Publishing, use Schedule Content to post to your Employee Center, in a campaign, To-dos, email notifications, and community.

      • Create a publish plan for your content – After you create content in the Content Library, add one or more publish plans to control where the content is delivered, the audience, and the period of time it is available.

    • Multilingual support in the Content Library – The Content Library includes two features for multilingual content creation: Translate content (content translation workflow) and Switch language (changes the interface language).

    • Creating campaigns – Campaigns offer a powerful content publishing tool that provides organizations with the ability to efficiently deliver targeted information to their employees. As a content manager, you can configure multiple channels to ensure content reaches the intended audience at the optimal time.

    • Create a campaign – Create a campaign to push communications and important information to your employees.

    • Campaign bundle triggers – Define a trigger to make the content in the campaign stage available to employees.

      • Create campaign stages with Content Experience Builder – Use the Content Experience Builder to create stages for your campaign on Employee Center Pro. Campaign stages control when content is available to your employees and for how long. The Content Experience Builder provides a simple, single-page view for managing content and assembling your campaign.

      • Create a campaign stage with to-do trigger – The content in a stage with a to-do trigger becomes available when a user completes a specific to-do item from another stage in the campaign. For example, create a stage that sends a confirmation email when an employee completes the “Select health plan” to-do item.

      • Create a campaign stage with immediate trigger – The content in a stage with an immediate trigger is visible to the audience immediately after campaign publication, for the duration of the campaign.

      • Create a campaign stage with recurring trigger – Use this trigger to publish date-based repeatable content. For example, recognition announcements like birthdays or work anniversaries.

      • Create a campaign stage with dynamic trigger – The campaign bundle triggers based on a trigger table (sn_hr_core_profile or sys_user), trigger field, and date offsets.

      • Create a campaign stage with condition trigger – This trigger is for Employee Journeys.

    • Add content to a campaign using Content Experience Builder – Create or place content into a bundle or stage for a campaign using Content Experience Builder. The Content library holds existing content and is organized by content type.

    • Campaign preview – When creating a campaign, you can preview the content prior to publishing it.

      • Preview your portal – Use campaign preview to view the campaign content that appears on your portal. Use the Preview filters to fine-tune what you want to preview.

      • Preview single content – Use the Schedule of content tab to view specific content or a stage in your campaign.

    • Analyzing your campaign for effectiveness – Analyze your campaign to ensure that your messaging is effective and that you are targeting the correct audience when you use campaign success goals. You can also check your campaign’s progress and evaluate how successful your campaign is.

      • Create campaign success goals – Create your own success goals to see how your campaign is progressing and learn how to use baselines to compare against your target goals.

      • View campaign targets – Use campaign targets to view a list of employees that your campaign has targeted, their status, and the date they were added.

    • Create a campaign – Create a campaign to push communications and important information to your employees.

    • Create content for a campaign – There are different places you can create content. You can create content from a campaign, bundle/stage, or directly from Manage Content under Content Experiences.

    • Create campaign bundles/stages – Use campaign stages to group your campaign content within a campaign. This process allows you to determine when the content is available to your employees and for how long.

    • Editing a published campaign – If you need to make changes to a published campaign, review this information to understand your options. Editing a campaign pauses the campaign; any content that is not yet available is suspended until the campaign is published again. The campaign, campaign bundles, and campaign content are editable.

    • Managing content requests – Content Governance provides a streamlined way for employees to ask for content to be created, track the progress, preview the content, and approve it before it is published.

    • Requesting content – Content Governance provides multiple ways for employees to request content to be created for employee communications and for your company’s content team to clarify the request and assign the request to team members.

      • Request content from the Employee Center Pro – Content Governance provides multiple ways for employees to request content to be created for employee communications and for your company’s content team to clarify the request and assign the request to team members.

      • Request content using the Service Catalog – Content Governance provides multiple ways for employees to request content to be created for employee communications and for your company’s content team to clarify the request and assign the request to team members.

      • Request content using the Content Request form – Content Governance provides multiple ways for employees to request content to be created for employee communications and for your company’s content team to clarify the request and assign the request to team members.

      • Edit a content request item – Content Governance provides multiple ways for employees to request content to be created for employee communications and for your company’s content team to clarify the request and assign the request to team members.

    • Tracking content requests – After a content request is submitted, Content Governance enables the content requester, content managers, and content admins to track the status of the request and associated content.

    • Assign content request to content creator – Assign a new content request to a content manager so they can create the content and a publish plan, then send it for approval.

    • Add or remove content approvers – A content admin can modify the content approvers list for a request.

    • Creating content through Content Governance – When a content request item is assigned to you, create and schedule the content, then send it for approval.

    • Previewing and approving a content request item – Content requesters can preview content request items before they approve it to be published.

    • Understand the Content Operations dashboard – The Content Operations dashboard is a launchpad for content authors, where they can create content, view engagement metrics for published content, content publishing calender, incoming content requests, and review ownership for pages and widgets.

  • Using Employee Center Pro – Employee Center Pro extends the standard Employee Center capabilities and provides additional features. These features are focused on providing a unified information and engagement platform for your employees.

    • Use the integrated experience and service feedback – The integrated experience and service feedback enables quick feedback sharing across the Employee Center portal.

    • Resolve a feedback task – Resolve a task created from a feedback submitted through the integrated experience and service feedback.

    • Feedback task notification – Feedback task notification is sent to the feedback provider once the resolution is provided.

    • Schedule an appointment – Schedule a virtual or in-person appointment by selecting a reason and providing your contact information.

    • Manage your appointments – Update or cancel upcoming appointments or provide feedback for completed appointments.

  • Employee Center Pro reference – Reference topics provide additional information about the lists and forms that you use to configure and manage Employee Center Pro.

    • Block content form – Block content form

    • Campaign overview and Campaign analytics dashboards – Content Analytics collects data on user interactions and generates visualizations to help campaign managers determine the effectiveness of campaigns.

    • Components installed with Employee Center Pro – Several types of components install with the activation of the Employee Center Pro plugin, including user roles and tables.

    • Components installed with Content engagement – Several types of components are installed with activation of the Content engagement plugin, including tables, user roles, and scheduled jobs.

    • Components installed with Content Experiences – Several types of components install with the activation of the Content Experiences [sn_cd] plugin, including tables, user roles, and scheduled jobs.

    • Components installed with Content Publishing – Several types of components install with the activation of the Content Delivery [com.sn_content_delivery] plugin, including tables, user roles, and scheduled jobs.

    • Components installed with Content Governance – Several types of components install with the activation of the Content Governance [sn_cg] plugin, including tables, user roles, and scheduled jobs.

    • Components installed with Content Analytics – Several types of components install with the activation of the Content Analytics [sn_cda] plugin, including tables, user roles, and scheduled jobs.

    • Content Analytics dashboards – Content Analytics display data visualizations for portal data collected in the default tracking profile.

    • Content engagement dashboard – Content analytics displays data visualizations of engagement metrics for content published to the portal or Now mobile app in the Content Engagement dashboard.

    • Content Library Overview dashboard – Content analytics displays data visualizations of performance metrics for content published to the portal or Now mobile app in the Content Library Overview dashboard.

    • Employee Center Pro widgets – You can use base system widgets as-is in the portal or clone them to suit your own business needs.

    • Feedback configuration form – Description of the feedback configuration form fields to target a portal for feedback responses.

    • Feedback definition form – Description of the feedback definition form fields to curate the experience and service feedback widgets in the portal pages.

    • Link content form – Link content form.

    • Notification content form – Notification content form

    • Properties installed with Content Experiences – The Content Experiences [sn_ca] plugin adds properties that determine how a campaign runs related to scheduled jobs and performance.

    • Properties installed with Content Governance – The Content Governance [sn_cg] plugin adds properties that determine how many records to show in the Content Operations dashboard.

    • Properties installed with Content Publishing – The Content Publishing [com.sn_content_delivery] plugin adds the following properties that are designed to control how scheduled jobs work in relation to notifications, to-dos, and communities.

    • Standard banner and icon sizes – Use the following sizes for the banner and icons for optimal portal performance.

    • To-do content form – Use the To-do content form to add to-dos to your portal page.

  • Employee Center Integrations – Access Employee Center capabilities beyond the portal to further enhance the employee experience.

  • Now Mobile experience for Employee Center – The Employee Center mobile capabilities enable employees to stay connected regardless of when, where, and how they are working.

    • Integrated service and experience feedback in Now Mobile – Integrated service and experience feedback in Now Mobile provides greater ease of access to the users to provide their feedback on their user experiences and their service experiences.

    • Recommended for you in Now Mobile – Recommended for you section is available on Now Mobile app, providing quick access to the section through mobile bringing in more flexibility of usage for customers.

    • Search topic content in Now Mobile app – The search functionality for topic content is available on the Now Mobile app.

    • News in Now Mobile – News articles are available in Now Mobile to provide easy access to consumable content, on-the-go.

    • Now Assist genius results in Now Mobile – Now Assist genius results in Now Mobile helps provide a personalized way of using the search functionality.

    • Configuring Employee Center for mobile – Configure Employee Center capabilities on Now Mobile to help employees utilize the employee-centric content experience. This configuration enables all services, information, and support tabs.

    • Next Experience theme for Now Mobile – Next Experience delivers a next generation, intuitive, personalized experience to drive productivity, improve engagement, and surface insights across the ServiceNow AI Platform.

    • Employee profile for Now Mobile – Employee profile on Now Mobile provides customizable and compact information about employees and their organizational hierarchy.

      • Upgrade search redirection to the new Now Mobile profile page – Upgrade to the new Now Mobile profile page for an enhanced user-navigational experience.

    • Configure Now Mobile Home page – Configure the widgets on the Now Mobile home page Quick links, My items, and My favorites.

      • Configure My items – Set up My items on the Now Mobile application to access all your tasks, requests, and other personal resources like assets and purchases from one place.

      • Configure Quick links for Now Mobile – Configure Quick links for Now Mobile to provide your employees with quick access to important forms, links, and other data.

    • Popular topics in Now Mobile – Popular topics displays the most sought out information employees have searched for, in one place, providing quick access to important information.

    • Approvals in Now Mobile – View all your approval tasks in one place in the Now Mobile app.

    • Enhanced Requests Experience on Now Mobile – You can get the Enhanced Requests Experience on the Now Mobile app, bringing the full request management capabilities from the Employee Center portal to mobile. Employees can view, search, filter, and manage their requests on the go.

    • Workday approvals in Now Mobile – Access your Workday approvals in the Now Mobile app, with Employee Center.

      • Configure Workday approval functions for Now Mobile – Configure the approve and reject buttons for all the Workday approval task types. Complete all your approval tasks in the Now Mobile app.

    • Configure mobile content – Configure mobile content such as banners, text cards, and video for content delivery or for use in campaigns. Mobile content is delivered to users that meet the audience criteria on Now Mobile.

      • For mobile banner – Configure content for a mobile banner.

      • For mobile text card – Configure content for a mobile text card.

      • For mobile video – Configure content for a mobile video.

    • Configure content roll-up on topics for Now Mobile – Browse through the associated content on the parent topic and its sub-tree topics. Enable the feature to see a wider range of results for your search on the Now Mobile app.

    • Manage taxonomy for Now Mobile – Clone the default taxonomy or create your own taxonomy and map it to the Mobile Employee Service portal (MESP) to ensure the right taxonomy gets assigned.

    • Update search configurations – Search configurations are not automatically updated when you install the Now Mobile application. Manually run the fix script that is provided to update the search configuration to experience unified browsing on your mobile device.

  • Employee Center Pro Kiosk – Enable the field workers and shift workers with the in-context information for operational efficiency.

    • Employee Center Pro Kiosk benefits – Enable the field workers and shift workers with the in-context information for operational efficiency.

    • Configure Employee Center Pro Kiosk – Configure and use the default Kiosk for better deskless experience.

    • Schedule in Employee Center Pro Kiosk – The schedule details in Employee Center Pro Kiosk is a one-stop destination to check the shift scheduling details for the deskless workers.

      • Customize data display in Kiosks – Create implementations to customize the display of data in the Schedule and Time off tabs based on your location or any other criterion according to your organizational requirement.

      • Customize the schedule widget – Customize the schedule widget on the Employee Profile to display it to your preference.

    • Time off balances in Employee Center Pro Kiosk – The time off balances details in the Employee Center Pro Kiosk is the source of truth for the time off or leave details of the deskless workers.

      • Customize the time off widget – Customize the time off widget on the Employee Profile to display it to your preference.

    • Customize Employee Center Pro Kiosk widgets – You can configure the widget instance options to control how data is displayed within the widget.

    • Modify the Upcoming shift widget display – The upcoming shift widget displays the shift information of the Employee Center Pro Kiosk user. You can configure the instance options based on your display preferences.

    • Modify the Time off widget display – The widget displays the time off balances. You can configure the instance options based on your display preferences.

    • Modify Send to self widget display – The Send to self widget displays the options for sending useful information as an email or an SMS for the Employee Center Pro Kiosk user. You can configure the instance options based on your display preferences.

    • Modify the Browse help content widget display – The widget displays the help content for the Employee Center Pro Kiosk user. You can configure the instance options based on your display preferences.

    • Modify the Support resources widget display – The widget displays the support resources for the Employee Center Pro Kiosk user. You can configure the instance options based on your display preferences.

    • Configure the mail and SMS send to self – Help employees access information easily by sending required information as an SMS or email.

    • Integrate with the UKG spoke – Integrate with the UKG spoke to use the Employee Center Pro Kiosk in your organization.

    • Receive employee data from UKG to the Employee Center Pro Kiosk – Map the employee IDs between the UKG system and the Employee Center Pro Kiosk to see employee details in your organizational kiosks.

    • Use Employee Center Pro Kiosk – Use the Kiosk experience to self-serve, leading to improved productivity, and operational efficiencies for the organization.​

  • Employee Profile integration with Microsoft Teams – Employee Profile provides integration with Microsoft Teams that show the current statuses of employees on their respective Employee Profile pages itself.

    • Disable Microsoft Teams status view – You can disable the status view of Microsoft Teams on your Employee Profile page.

  • Employee Center for Microsoft Viva Connections – The Employee Center for Microsoft Viva Connections integration extends the ServiceNow for Microsoft Teams integration, bringing the ServiceNow employee experience into the Microsoft Viva Connections dashboard.

    • Integrating Employee Center for Microsoft Viva Connections – Integrate Employee Center with Microsoft Viva Connections to enable an employee experience that allows users to manage tasks and navigate to Employee Center from Microsoft Teams.

    • Install Employee Center for Microsoft Viva Connections application – Install the Employee Center for Microsoft Viva Connections application to enable users to easily access their task cards from Microsoft Teams.

    • Configuring Employee Center for Microsoft Viva Connections – Configure your ServiceNow instance and Microsoft Teams application to enable the ServiceNow card in the Microsoft Viva dashboard.

    • Authorize Employee Center for Microsoft Viva Connections – Authorize the Employee Center for Microsoft Viva Connections application to enable the display of the ServiceNow card in the Microsoft Viva dashboard.

    • Update the Microsoft Teams application ID – Update the Microsoft Teams application ID in your ServiceNow instance to navigate to your custom ServiceNow for Microsoft Teams app.

    • Allow cross-domain requests to REST APIs – Allow cross-domain requests to REST APIs from a browser-based application in a different domain by creating a record in CORS rules through the Microsoft Viva Connections Integration application scope.

    • Managing Employee Center for Microsoft Viva Connections – Download and deploy the Microsoft Viva solution package.

    • Download the Microsoft Viva solution package – As a ServiceNow admin with the external_app_install_admin role, download the Microsoft Viva solution package to your ServiceNow instance. Your Microsoft SharePoint administrator will then deploy the package to enable the Microsoft Viva card on the Microsoft SharePoint home site.

    • Deploy the Microsoft Viva integrations package in Microsoft SharePoint – Deploy the Microsoft Viva integrations package in the Microsoft SharePoint admin center to enable the display of card details in the Microsoft Viva dashboard.

    • Enable the display of the Microsoft Viva card in Microsoft SharePoint – Enable the display of the Microsoft Viva card details to be displayed to users in Microsoft SharePoint.

    • Employee Center for Microsoft Viva Connections reference – Reference topics provide additional information about components and forms required for Employee Center for Microsoft Viva Connections integrations.

    • Microsoft Viva integrations card properties – Add properties of the Microsoft Viva integrations card to view tasks from Microsoft Teams.

  • Employee Center for Zoom – Integrate Employee Center with a Zoom account for your organization employees so they can use Employee Center capabilities from within the Zoom client application.

    • Set up a custom portal – Configure the ServiceNow Employee Center portal appearance of your organization’s custom portal in Zoom.

    • View connected Zoom accounts – View the list of Zoom accounts connected to your ServiceNow instance.

    • Connect your Zoom account to a different ServiceNow instance – Connect your Zoom account to another ServiceNow instance by overriding your existing ServiceNow instance.

    • Change existing Zoom account connection – Change your existing Zoom account connection in your ServiceNow instance.

  • ServiceNow EmployeeWorks Web App – ServiceNow EmployeeWorks Web App (formerly known as Employee Slate) is your AI-first employee experience that brings search, requests, tasks, knowledge, and communications together in one destination. Employees can easily find information, manage requests and tasks, stay informed through communications and news, connect with teams, and get work done faster.

  • EmployeeWorks introduction – ServiceNow EmployeeWorks Web App (formerly known as Employee Slate) is an AI-native employee engagement layer. It combines intelligent assistance, employee communication, organizational navigation, task management, and other employee services to boost productivity.

    • Conversation-first experience – EmployeeWorks Web App places a conversational AI assistant at the center of the employee experience. Employees ask questions, request services, and complete tasks in natural language from every page.

    • Personas and workflows – EmployeeWorks Web App provides tailored experiences for everyday employees, content managers, and administrators.

    • EmployeeWorks product name changes – The Employee Slate product family was rebranded to ServiceNow EmployeeWorks, with updated product names and feature tier names.

  • Configuration flow – Setting up EmployeeWorks Web App requires configuration steps in two systems: The ServiceNow Product Configuration console and the Moveworks setup experience.

    • Quick start for EmployeeWorks – Set up EmployeeWorks Web App by verifying prerequisites, installing plugins, configuring branding, connecting the conversational assistant, and publishing your first announcement.

    • Before you start – Verify the prerequisites, plugins, roles, licenses, and assets that EmployeeWorks Web App requires.

    • EmployeeWorks Web App – Employees search and take action across ServiceNow workflows and connected business applications from one AI front door on web and mobile.

    • Set up Moveworks for EmployeeWorks Web App – Set up Moveworks for Employee Slate by connecting the Moveworks AI Assistant and configuring the portal in the Product Configuration console.

    • Configure EmployeeWorks Web App – Configure EmployeeWorks Web App from the Product Configuration console. Set branding, the Moveworks AI Assistant connection, the canvas configuration, and the update set package that promotes configurations between environments.

    • Configure the Moveworks chatbot – Configure the Moveworks chatbot in the Moveworks Setup application. EmployeeWorks then renders the Moveworks AI Assistant, ingests identity from ServiceNow, and authenticates employees.

    • Moveworks chatbot fields – Field reference for the Moveworks web chatbot record and the internal setup record that Employee Slate for Moveworks uses.

    • Employee Slate (built for Now Assist) – Employees use Now Assist to start any request from one chat bar and finish in the same panel.

    • Configure admin console – In the admin console, configure branding, data sources, internal and external search sources, conversational assistant settings, canvas, and other features.

    • Configure multi-theme – Configure themes and set audience criteria to apply different branding to specific user groups.

      • User criteria – Reference information for configuring audience applicability criteria used in multi-theme functionality and other platform features.

    • EmployeeWorks Web App Extended – EmployeeWorks Web App Extended delivers an AI-powered employee experience with targeted communications, AI-assisted content authoring, and enhanced productivity features.

  • EmployeeWorks home – Access services, tasks, and announcements from an AI-first dashboard that supports your daily work.

    • Configure home page – Configure the home page in EmployeeWorks Web App. Set the AI chat entry, the out-of-the-box widget lineup, and the quick links shown to employees.

    • Configure home page background – Set a solid color, gradient, or image background for the home page, and match the logo and text color to the background.

    • Configure terms of use – Configure attestation terms that employees must accept before accessing Employee Slate.

    • Accept AI terms and conditions – Accept AI terms and conditions before accessing the EmployeeWorks Web App conversational experience.

  • Working with EmployeeWorks capabilities – You can access essential workplace tools and information through EmployeeWorks capabilities. Use Tasks and requests, Canvas, notifications, org chart, profile, communication tools, and calendar to manage your daily work tasks.

    • Tasks and requests – Tasks and requests provides a unified interface for managing tasks, approvals, and action items.

    • Configure tasks and requests – Set up AI preferences to control resource usage and generation modes for task insights and request summaries.

    • Task configuration – Task configurations control how tasks appear and behave in Employee Center and EmployeeWorks Web App, including widget mappings.

      • Configure task experiences and actions – Configure the applicable task scope and the actions with a custom AIX action widget. Use this when you need task-specific actions that differ from the standard action group.

      • Configure a custom AI insights skill – Configure a task to use a custom Now Assist skill for AI insights in the Task details widget. Optionally add a custom script to pre-process input or post-process the skill response.

      • AI insights skill info – Build a custom Now Assist skill that generates AI insights for the task details widget. Use this reference for the input, output, and error contract your skill must follow.

      • Delegate tasks – Delegate a task or approval to one or more employees for a specific time period.

    • Chat assistance for catalog and knowledge – The chat in Employee Slate resolves plain-language requests to catalog items and knowledge articles. Employees submit requests and get answers without knowing the exact item or article name.

      • Create and manage catalog request – Order goods and services by submitting a catalog request from chat. Enter your request in plain language and review the matched catalog item.

      • Find policy information – Use the chat to get direct answers to policy and procedural questions, with citations and links to the source knowledge articles.

    • Knowledge widget – Knowledge articles provide self-service information to users through the Knowledge widget and conversational search. Use knowledge management to reduce support tickets and empower users to find answers independently.

      • Configure knowledge widget – Control the visibility of author and last updated fields in the Knowledge widget using widget instance properties.

    • Use tasks and approvals – Triage your queue from the EmployeeWorks Web App Tasks and requests. Review task summaries, act on approvals, apply conversational filters, and retrieve items through chat.

    • Personalized canvas – Build a personal canvas that brings together AI-generated widgets, role-specific content, and curated tools in a single layout. Administrators govern the canvas through configurations and a widget library.

    • Canvas module – Canvas module provides a customizable workspace where employees can add, resize, and arrange widgets from a library to create personalized dashboards for their daily work.

    • Configure default canvas – Configure the default canvas dashboard that EmployeeWorks Web App presents to employees before they personalize their canvas. Set the subtitle, widget layout, and preview experience.

    • Customize canvas widgets – Add, resize, and arrange widgets on your canvas to create a personalized workspace that fits your daily work requirements.

    • Notifications – Notifications provide real-time alerts and updates about important events, task assignments, system changes, and organizational announcements.

    • Configure notifications – Configure the content, the trigger conditions, and the recipients for the default notifications shipped with Employee Slate (built for Now Assist).

    • Configure email notifications – Review, activate, update, and configure email notifications for Employee Slate from the admin console.

    • Browse and topic experience – Topic pages organize content for specific categories. Each page includes subtopics, applications, quick links, knowledge articles, and catalog items.

    • Browse experience – Configure the browse experience by associating a taxonomy with your Employee Slate experience to enable topic-based navigation.

    • Access Explore menu items – Activate the AIX menu item to make Explore section menu items visible on topic pages in EmployeeWorks Web App.

    • Work with topic template – Assign a custom layout template to a topic page and optionally apply the template to child topics.

    • Configure topic page widget – Configure the topic page widget instance to control applications, topic subtopics, and topic assistance settings.

    • Add topic prompts – Add preconfigured chat prompts to a topic so employees can start a conversation with the assistant directly from the topic page.

    • Use topics and browse – Use topic pages to discover content, access subtopics, and find relevant knowledge articles and catalog items through the browse experience.

    • Admin editor – Starting from EmployeeWorks Web App 1.1.14, Admin editor replaces instance options for customizing portal pages. When you customize a header or widget, you’re prompted to add translated versions to support multiple languages.

      • Customize the Explore header – Customize the heading, welcome label, title, and subtitle displayed on the Explore page using Admin editor in EmployeeWorks Web App.

      • Customize topic pages – Customize the display of topic descriptions on topic pages using Admin editor in EmployeeWorks Web App.

      • Customize widgets with inline admin edits – Use inline admin edits to customize the Explore page and topic pages directly, without configuring widget instance options separately.

    • Employee org chart – The organizational chart provides an interactive visualization of company structure, reporting relationships, and team hierarchies with search and navigation capabilities.

    • Work with org chart and profiles – Interact with employee profiles and organizational charts using conversational capabilities to find and access information.

    • Configure org chart – Configure the organization chart in EmployeeWorks Web App. Set the eligible users and the fields that appear on each card.

    • Employee profile – The Employee profile enables you to search for colleagues, view profiles, and access contact information through an directory interface.

    • View and edit profiles – Access employee profile information and edit your personal details to keep your information current.

    • Configure employee profile – Configure the employee profile page in EmployeeWorks Web App. Set the fields that appear and the fields that an employee can edit.

    • Employee communications – EmployeeWorks Web App Extended helps you create, publish, and manage employee communications in a variety of content types and delivery channels.

    • Create announcement – Create announcements to highlight important content on the EmployeeWorks Web App home page, such as new policies, required actions, or featured knowledge articles as a carousel.

    • Conversational authoring for announcements – Use Now Assist Chat to create Employee Slate announcements through natural language prompts and AI-assisted content generation.

    • Create announcement with AI – Use conversational authoring with Chat to create Employee Slate announcements from existing knowledge articles or catalog items.

    • Announcement form – Field descriptions for creating and configuring the announcements.

    • Translate announcements – Translate announcement content manually or request translation through the Localization Framework.

    • Calendar and schedule management – Calendar and schedule management in EmployeeWorks Web App includes calendar widgets and AI-powered scheduling. Features include an AI assistant for scheduling tasks, a My Calendar widget for meeting access, and an Upcoming Holiday widget based on employee work location.

    • Configure Upcoming Holiday widget – Configure the Upcoming Holiday widget to display location-specific holidays on the Employee Slate home page. Populate the holiday calendar table and control widget visibility through the Admin Console.

    • Use the Calendar assistant – Use the Calendar Management specialized assistant for scheduling tasks. The assistant blocks time, reschedules meetings, checks attendee availability, and adds conferencing details from one scoped AI assistant.

    • Featured apps in EmployeeWorks Web App – Employees can discover, access, and manage all their business applications from a single location.

    • Quick Links widgets – EmployeeWorks Web App provides Quick Link widgets on the home page and Canvas to give employees direct access to key destinations.

    • Configure quick links widget – Add, reorder, remove quick links, or apply user criteria from the guided Home section in the admin console.

      • Manage quick links properties – Select and display Quick Links on the EmployeeWorks Web App home page and Canvas by capturing sys_ids and updating each widget.

    • Search sources – Configure internal and external search sources to expand the knowledge base available to Now Assist in Employee Slate. Search sources determine what content users can access through conversational search.

    • Add internal search sources – Add internal search sources to include ServiceNow table content in Employee Slate conversational search.

    • Add external search sources – Add external search sources to include non-ServiceNow content in Employee Slate conversational search.

    • Analytics and reporting – Track user engagement, content performance, and AI assistant quality across the employee experience with built-in analytics tools.

    • Events and conversion funnels – Access conversion funnel analytics to track user behavior patterns and identify optimization opportunities.

    • AI-powered Widget Builder – Administrators and partners use the AI-powered Widget Builder to generate, clone, and refine Employee Slate widgets. The builder provides natural-language prompts, a visual preview, and direct access to the generated component and server script.

    • Configure AI widget builder – Configure the AI widget builder in EmployeeWorks Web App. Set the scope, the role access, and the chat panel that drives widget generation.

    • Create widget with AI Builder – Use the AI-powered Widget Builder to generate an Employee Slate widget from a natural-language prompt. Refine the widget properties and publish the widget to the widget library.

  • Working with Moveworks capabilities – You can handle work tasks, find information, and get things done faster with the Moveworks AI assistant. Chat naturally to update records, search company content, get answers, and complete requests without switching between different systems.

    • Experience journey and use cases – Use the Moveworks AI assistant, specialized assistants, Enterprise Search, and the interactive split view to handle daily work tasks. Available on web and mobile.

    • Update personal records – Update personal records such as home address and emergency contact in one conversation with the AI assistant. You don’t log in to a separate HR system or file a ticket.

    • Research and generate artifacts – Use the AI assistant to research a prospect, pull internal case studies, and generate a ready-to-send document. Complete these tasks in one conversation with opt-in access to an external large language model.

    • Search enterprise content – Use Enterprise Search for granular discovery across every connected source at the same time. Enterprise Search provides an AI-generated summary, filters for source, date, and type, and a Dive Deeper handoff to the AI assistant.

  • Prompt library – Example natural-language prompts that you can use across Employee Slate features. Use these prompts in the home page chat bar, the full-page conversation view, or the contextual assistant on any page.

  • ServiceNow Otto Chat Integration – ServiceNow Otto Chat Integration (built on Moveworks) (formerly known as Moveworks for Employee Center ) enables AI-powered conversational support within the Employee Center portal through natural language interactions.

  • Getting started with ServiceNow Otto Chat Integration – Moveworks integration adds an AI assistant to Employee Center replacing the standard Virtual Agent with Moveworks conversational AI.

  • Install Otto Chat Integration app – Install and activate the plugin to enable AI-powered conversational experience in Employee Center and Employee Center Pro.

  • Upload JKS certificate – Upload a Java KeyStore certificate and specify the password that you set when you generate it.

  • Configure bot ID – Specify the bot ID to configure Moveworks AI assistant on Employee Center portal.

  • Use ServiceNow Otto Chat Integration – Using the Moveworks AI assistant experience, your employees can access knowledge base, requests, and tasks leading to improved productivity and operational efficiencies.​

  • Otto Chat Integration reference – The reference topics for the application provide additional information about the settings, observations, and troubleshooting.

  • Moveworks overview – Moveworks is an Agentic AI Platform that makes work flow by empowering employees with an AI Assistant to answer questions, take actions, and automate work across the enterprise.

  • Now Mobile app – Enable your users to submit incidents and requests, manage tasks, and access company resources from anywhere using the Now Mobile app.

  • Now Mobile app demo – Access the demo in your Now Mobile app to learn how the app can help you work from anywhere using your mobile device.

  • Configuring Now Mobile – Configure options for the Now Mobile app. For example, you can link the app with a service catalog and knowledge base, personalize the greeting for the home page, and specify which records appear under My Requests in the For Me tab.

    • Configure a personalized greeting – Configure the greeting that your users see when they log in to the Now Mobile app. For example, you can add a hello message that includes the user’s first and last name.

    • Configure My Requests to track open records – Specify which records that you want your users to see under My Requests so that they can track their work assignments. For example, you can add a filter to display records that are opened by the user from the Problem table. By default, the app displays records that are opened by the user from the Incident and Requested Item tables.

    • AI Search in mobile – The AI Search search engine in the Now Mobile platform enables users to find answers to issues and then proceed quickly with their tasks.

    • Configure AI Search for mobile devices – Configure the Now Mobile search bar to use the AI Search search engine.

    • Customize AI Search results – Customize AI Search results to provide users with a tailored search experience.

    • Add AI Search to a launcher screen – Configure your launcher screen to use the AI Search search engine.

    • Define people search as inactive – Configure whether users can search for other users in the system. By default, people search is enabled.

    • Configure catalogs – Enable your users to view and request their associated items in the Now Mobile app. If no catalogs are selected, users can view and request items from all catalogs in the system. By default, the app uses Service Catalog.

    • Configure knowledge bases – Enable users to view knowledge articles from the mobile app. If no knowledge bases are selected, users can view articles from all knowledge bases in the system. By default, the app uses the IT knowledge base.

    • Configure Siri shortcuts for Now Mobile – Configure Siri shortcuts for quick access to common features on your iOS mobile device.

    • Add a quick action in your mobile applications – Provide your users with a shortcut, which is also known as a quick action, to an item or action in your mobile apps. Quick actions appear on the applet launcher page.

    • Create a quick action in your mobile applications – Provide your users with a shortcut, which is also known as a quick action, to an item or action in your mobile apps. Quick actions appear on the applet launcher page.

    • Enable Live Agent in the Now Mobile app – Activate the Chat quick action to allow your users to ask for help from a virtual or live agent from the Now Mobile home page.

    • Populate search suggestions in the mobile apps – If you are upgrading from a previous release, run a script to populate search suggestions with data from a platform search table to provide search suggestions to your users. Alternatively, you can wait until users search for keywords instead of running this script.

  • ServiceNow Otto for Employee Center Pro – ServiceNow Otto for Employee Center Pro expands across AI-powered capabilities, enterprise search, and omnichannel delivery to meet productivity needs.

  • Explore – ServiceNow Otto for Employee Center Pro provides a clean employee engagement layer, and offers self-service capabilities, conversational assistance, and enterprise search across multiple applications.

  • Configure – Guidance for setting up ServiceNow Otto for Employee Center Pro.

  • ServiceNow Otto for Employee Experience – Use the ServiceNow Otto for Employee Experience application so that your employees can have a seamless conversational interaction with ServiceNow Otto for Virtual Agent.

  • Explore – With the ServiceNow Otto for Employee Experience application, your employees can use ServiceNow Otto to quickly check the status of their work through conversations.

    • Activate ServiceNow Otto for Employee Experience skills – Activate ServiceNow Otto for Employee Experience skills to enable AI-powered summarization and assistance capabilities for employee requests, cases, and approval workflows.

    • Supporting information – Get a quick overview of the key information related to the ServiceNow Otto for Employee Experience.

  • Configure – If you have the admin role, you can configure the ServiceNow Otto for Employee Experience application so that employees can use ServiceNow Otto to quickly check the status of their work through conversations.

  • Use – Use the ServiceNow Otto for Virtual Agent to quickly check your tasks and approvals.

    • Check your to-do tasks – Check your to-do and pending tasks by using the ServiceNow Otto for Virtual Agent AI chat window. By checking these tasks, you can stay organized, prioritize the most important tasks on your list, and monitor how you’re doing against your deadlines.

    • Check your approvals – Check the approvals that are assigned to you by using the ServiceNow Otto for Virtual Agent AI chat window. By checking your approvals before you begin your tasks, you avoid working on tasks that weren’t approved and focus on what needs to be done.

    • Check company news and events – Stay connected and informed on company updates, events, announcements, and more with the help of the AI Agent in the Employee Center ServiceNow Otto for Virtual Agent.

    • View summarization for approvals – Check the generated approval summaries for cases, requested items, and requests for approvals. Based on the trigger selection by your admin, you can see contextual summary of the approval.

  • Use AI Agents – Use AI Agents with the Now Assist for Virtual Agent in the Employee Center for users to have a seamless agent-like conversation.

    • Company News & Events AI Agent – Use this agent to enable users to check their company-related latest news and upcoming events.

    • Activate – Activate the Company News and Events AI Agent to enable users to check news and events in ServiceNow Otto for Virtual Agent.

    • Approve your requests with AI Agent – Manage the approvals that are assigned to you by using the Approval Assistance Agent for REQ and RITM.

  • Reference – Learn more about the system properties installed with the ServiceNow Otto for Employee Experience application.

    • Properties installed – Properties available with the ServiceNow Otto for Employee Experience application.

  • ServiceNow Add-in for Microsoft 365 – Create an add-in with customized office controls and quick links for employees. Increase efficiency by allowing employees to submit requests directly from their Microsoft 365 applications.

  • Exploring ServiceNow Add-in for Microsoft 365 – ServiceNow Add-in for Microsoft 365 provides quick links to employees and reduces the time taken to submit incidents, cases, or catalog requests.

  • Configuring ServiceNow Add-in for Microsoft 365 – Configure the ServiceNow Add-in for Microsoft 365 and map the email fields to catalog items or forms.

    • Install the ServiceNow Add-in for Microsoft 365 – You can install the ServiceNow Add-in for Microsoft 365 application (sn_outlook_addin) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

    • Create a manifest file – Create and download a manifest file with the configurations that you want to enable for the ServiceNow Add-in for Microsoft 365.

    • Configure single sign-on for ServiceNow Add-in for Microsoft 365 – Configure single sign-on (SSO) for your add-in so users don’t have to sign-in to Employee Center.

    • Upload a manifest to the Microsoft admin center – Upload the manifest file to the Microsoft admin center to enable the add-in for all employees.

    • Map email fields to a catalog item – Map email fields to catalog item fields to pre-fill information and reduce the time taken to raise a request.

    • Map email fields to a form – Map email fields to form fields to pre-fill information and reduce the time taken to submit an incident or a case.

  • Using ServiceNow Add-in for Microsoft 365 – Use the ServiceNow Add-in for Microsoft 365 to request catalog items or create incidents and cases directly from your emails.

    • Get a custom add-in for Microsoft Outlook – Get the custom add-in for your Microsoft Outlook client to use the features configured by your admin.

    • Raise a request using the ServiceNow Add-in for Microsoft 365 – Open a relevant catalog item or form to raise a request with pre-filled information from your email.

  • ServiceNow Add-in for Microsoft 365 reference – Reference topics provide information about the lists and forms used in the ServiceNow Add-in for Microsoft 365 application.

    • Components installed with ServiceNow Add-in for Microsoft 365 – Several types of components are installed with activation of the plugin, including tables, user roles, and scheduled jobs.

    • Office Manifest form – The Office Manifest form helps you configure a manifest file for the ServiceNow Add-in for Microsoft 365.

    • Office Control form – The Office Control form helps you create a button, menu, or menu item for the ServiceNow Add-in for Microsoft 365.

    • Catalog Mapping Configurations form – The Catalog Mapping Configurations form helps you customize mapping of emails and catalog items.

    • Form Mapping Configurations form – The Form Mapping Configurations form helps you customize mapping of emails and forms.

    • Office Mailbox to Catalog Field Mappings form – The Office Mailbox to Catalog Field Mappings form helps you map an email field to a catalog item field.

    • Office Mailbox to Form Field Mappings form – The Office Mailbox to Form Field Mappings form helps you map an email field to a form field.

  • ServiceNow for Microsoft Outlook – The ServiceNow integrations with Microsoft Outlook help you create a better, more connected experience for users. Employees get seamless self-service without having to leave the Outlook client, and agents can resolve cases faster.

  • Configuring ServiceNow for Microsoft Outlook – Configure ServiceNow for Microsoft Outlook to provide employees with seamless self-service without leaving the Outlook client.

    • Configure system properties to update the survey question limit – Configure system properties to update the question limit for a survey to be displayed in Microsoft Outlook.

  • Using ServiceNow for Microsoft Outlook – Use the ServiceNow integration with Microsoft Outlook to view reports, approve requests, and provide feedback from within email messages.

    • Manage approvals from a Microsoft Outlook email – Approve or reject Concur expense reports from a Microsoft Outlook email message.

    • Submit feedback from a Microsoft Outlook email message – Submit feedback about a service request or your experience using the feedback card in a Microsoft Outlook email message.

    • Submit a survey from an email message – Submit a survey about your experience using the feedback card in a Microsoft Outlook email message.

    • Update Outlook Actionable Messages authentication to Microsoft Entra ID – Microsoft will retire External Access Token (EAT) authentication for Outlook Actionable Messages on March 31, 2026. Microsoft Entra ID token authentication is required for Outlook Actionable Messages.

  • ServiceNow for Microsoft Outlook reference – Reference topics provide additional information about the lists and forms that you use to configure ServiceNow for Microsoft Outlook.

    • Properties installed with ServiceNow for Microsoft Outlook – The following properties are installed with the Outlook Actionable Messages plugin.

    • Outlook Actionable Messages compatibility for surveys – Survey definitions must be compatible with Outlook Actionable Messages (OAM) to display surveys in the Microsoft Outlook application.

  • ServiceNow for Microsoft Teams and Microsoft 365 – The ServiceNow integrations with Microsoft Teams and Microsoft 365 help you to create a better, more connected experience for your users. It drives productivity for the entire enterprise because employees get seamless self-service and agents can resolve their cases faster.

  • Explore – The ServiceNow for Microsoft Teams or Microsoft 365 applications extend the integration of the application to different business units. You can enable employees to more effectively request and receive service from within Microsoft Teams by using this integration.

    • Integration for Employee Experience – Offers help for employees to resolve their IT, HR, and UR related issues through Microsoft Teams or Microsoft 365. Employees can interact with the agents from within Microsoft Teams or Microsoft 365 to resolve their issues.

    • IT Service Management integration with Microsoft Teams and Microsoft 365 – IT Service Management integration with Microsoft Teams extends the Now Virtual Agent integration with Microsoft Teams to enable employees to more effectively request and receive service from within Microsoft Teams.

    • HR Service Delivery integration with Microsoft Teams and Microsoft 365 – HR Service Delivery integration with Microsoft Teams extends the Now Virtual Agent integration with Microsoft Teams to enable employees to more effectively request and receive service from within Microsoft Teams.

    • Universal Request integration with Microsoft Teams – The ServiceNow Universal Request integration with Microsoft Teams application extends the ServiceNow integration with Microsoft Teams. You can enable employees to more effectively request and receive service from within Microsoft Teams by using this application.

    • Integration for Agent Experience – Allow the agents to work and manage the major incidents from Major Incident Management (MIM) workbench through Microsoft Teams.

    • Notify connector for Microsoft Teams – Notify connector for Microsoft Teams enables you to manage and initiate a Microsoft Teams meeting directly from any record such as an incident, or a task.

    • Meeting Extensions for Microsoft Teams – The Meeting extensions for Microsoft Teams enables the major incident manager, and the participants to view the communication tasks from within Microsoft Teams during an active conference call.

  • Integrating ServiceNow with Microsoft Teams and Microsoft 365 – Set up your ServiceNow instance to integrate Microsoft Teams or Microsoft 365 applications.

    • Plan your installation – Identify the need and plan your installation for ServiceNow for Microsoft Teams.

    • Install IT Service Management – Install the IT Service Management integration with Microsoft Teams application for the collaboration between the agents and employees.

    • Install HR Service Delivery – Install the HR Service Delivery integration with Microsoft Teams application to integrate with ServiceNow instance for the collaboration between the agents and employees.

      • Verify Application Restricted Caller Access (RCA) Privileges – Verify that there are no duplicate entries in the Restricted Caller Access (RCA) records before uploading an RCA data set to fix the configuration issues.

      • Import Update set from XML and install fix script – Import update set from XML to provide cross-scope access to HR Service Delivery applications and run fix script to display field decorator in the ticket.

      • Install Fix Script – Import update set from XML to provide cross-scope access to HR Service Delivery applications and run fix script to display field decorator in the ticket.

    • Install Universal Request integration – Install the Universal Request integration with Microsoft Teams application (sn_uni_req_msteams). You can initiate Microsoft Teams conversations within your ServiceNow instance by using this application. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application installs related ServiceNow Store applications and plugins if they are not already installed.

      • Approve application restricted caller access privileges – Approve restricted caller access (RCA) privileges in the target scope so that you can provide scope access privileges. Approving the RCA privileges enables the script includes in Universal Request scope to be accessed from the Universal Request integration with Microsoft Teams scope.

    • Install Notify connector – Install and activate the Notify connector for Microsoft Teams plugin to be able to initiate a Microsoft Teams meeting directly from a Task record or via the Major Incident Workbench.

    • Install Meeting Extensions – Install and activate the Meeting Extensions for Microsoft Teams plugin to be able to initiate a Microsoft Teams meeting directly from an Incident record.

    • Setup the Servicenow instance – Set up your ServiceNow instance for the Microsoft Teams integrations.

    • Setup for integrating pre-published apps – Prepare your environment to set up and configure your ServiceNow instance for Microsoft Teams integrations using the pre-published app configuration.

      • Integration for Employee Experience – Set up pre-published apps to integrate with IT, HR, and Universal Request through Microsoft Teams. Employees can interact with the agents from within Microsoft Teams to resolve their issues.

      • Connect your ServiceNow instance to your Microsoft Teams tenant – Connect your ServiceNow instance to your Microsoft Teams tenant to enable users to create their requests from within Microsoft Teams.

      • Grant permissions to required Microsoft Azure apps – Authorize the required pre-published apps to enable your ServiceNow instance to make API calls to Microsoft Azure to enable ServiceNow for Teams application workflows.

      • Enable connecting to meetings from Microsoft Teams – Create the OIDC provider configuration record that enables users to connect to meetings in the Microsoft Teams application.

      • Change tenant to configure pre-published apps – Change the tenant to use pre-published apps in your environment.

        • Override Microsoft Teams tenant connection – Change the tenant to use pre-published apps in your environment.

      • Create and download the manifest file for pre-published apps – Create and download the ServiceNow for Microsoft Teams manifest file from your instance to enable Microsoft Teams to use the ServiceNow for Teams app.

      • Upload manifest file in Microsoft Teams – Upload the manifest file in Microsoft Teams to integrate Microsoft Teams with your ServiceNow instance.

      • Update the app ID in the ServiceNow instance – Update the ServiceNow for Teams app ID from the Microsoft Teams admin center in your ServiceNow instance.

      • Disable the Now Virtual Agent – Disable the Now Virtual Agent app to avoid duplicate notifications from Microsoft Teams when you install and integrate ServiceNow for Microsoft Teams with your ServiceNow instance.

      • Translate the Microsoft Teams manifest file – ServiceNow for Microsoft Teams supports localization to multiple languages, using UTF-8 for international characters.

      • Request-based chat access for a guest user – Request-based pre-published app chat access enables a guest user to start and import chats in a single ServiceNow for Microsoft Teams instance.

        • Enable chat access for a guest user – Enable chat access for a guest user while configuring ServiceNow for Microsoft Teams settings for a pre-published app.

      • User Presence Indicator – User presence indicator helps the agents to know the status of the users in Microsoft Teams before the agent can initiate a chat using Microsoft Teams.

        • Configure cache duration for the user presence status – You can modify the system property to configure the cache duration to retain the user presence status of the Microsoft Teams user.

      • Sending notifications to employees using Microsoft Teams – Integrate Microsoft Teams with the Employee Center to enable content managers to send notifications to employees through Microsoft Teams.

        • Send automatic campaign notifications in Microsoft Teams – Automatically send campaign notifications in Microsoft Teams for better collaboration and efficient communication.

        • Create a Microsoft Teams campaign with content publishing – Create and distribute the Microsoft Teams campaigns using direct content publishing if you have the admin role.

        • Create notification content for Microsoft Teams – Create notifications to send messages directly to your employees through campaigns in Microsoft Teams.

        • Schedule delivery of Microsoft Teams notification content – Schedule posting of notifications in Microsoft Teams channels.

          • Schedule content form for Microsoft Teams notifications – Schedule posting of notifications in Microsoft Teams channels.

        • Translation support for Microsoft Teams notification campaigns – ServiceNow for Microsoft Teams supports localization to ServiceNow supported languages in campaigns.

        • Create Microsoft Teams campaigns with the Content Experience Builder – If you have the admin role, you can create campaigns using the Content Experience Builder to distribute content to employees.

        • Create Microsoft Teams notification content with Content Experience Builder – Create or place notification content into a bundle or stage for a Microsoft Teams campaign using Content Experience Builder.

          • Campaign form in the Content Experience Builder – Create or place notification content into a bundle or stage for a Microsoft Teams campaign using Content Experience Builder.

        • Create Microsoft Teams campaign stages using the Campaign Builder Experience – Use the Campaign Experience Builder to create stages for your campaign. Campaign builder provides a simple, single-page view for managing content and assembling your campaign.

      • Integration for Agent Experience – Allow the agents to work and manage the major incidents from Major Incident Management (MIM) workbench through Microsoft Teams pre-published app environment.

      • Integrate – Set up the Notify connector for Microsoft Teams using the pre-published app. You can use the Microsoft Azure apps instead of creating a separate Microsoft Azure app for the integration.

        • Connect the instance to a tenant – Connect your ServiceNow instance to your Microsoft Teams tenant to enable the users to create their requests from within Microsoft Teams.

        • Authorize Azure apps – Authorize the pre-published apps to enable ServiceNow to make API calls to Microsoft to enable each of the ServiceNow for Teams application workflows.

        • Create a Service user to make calls from Microsoft Teams – Configure Notify connector for Microsoft Teams in your environment by creating a Service user to have a seamless conference call experience in Microsoft Teams.

      • Integrate Meeting Extensions pre-published app with Microsoft Teams – Configure the Meeting Extensions for Microsoft Teams using the pre-published app.

        • Authorize pre-published SSO and Activity Notification Azure apps to grant required permissions – Authorize the pre-published SSO and Activity Notification apps to enable ServiceNow to make API calls from a personal tab in Microsoft Teams.

        • Download manifest file – Download the Notify connector for Microsoft Teams manifest file from your instance.

        • Configuring Notify connector for Microsoft Teams app in Microsoft Teams – Configure the manifest file in Microsoft Teams client or admin center to use Notify connector for Microsoft Teams app.

        • Configure Notify connector for Microsoft Teams app in Microsoft Teams – Configure the manifest file in Microsoft Teams client or admin center to use Notify connector for Microsoft Teams app.

        • Configure Notify connector for Microsoft Teams app in Microsoft Teams – Configure the manifest file in Microsoft Teams client or admin center to use Notify connector for Microsoft Teams app.

        • Map ServiceNow Meeting Extensions app ID in ServiceNow – Map the ServiceNow Meeting Extensions app ID in your ServiceNow instance to automatically add the meeting extensions tab in Microsoft Teams for a conference call.

    • Setup for integrating self-configured apps – Prepare your environment to set up and configure ServiceNow for Microsoft Teams integrations using the self-configured app.

      • Integration for Employee Experience – Set up self-configured apps to integrate with IT, HR, and Universal Request through Microsoft Teams. Employees can interact with the agents from within Microsoft Teams to resolve their issues.

      • Create Microsoft Azure – Create a Microsoft Azure application in the Microsoft Azure portal to enable agents to start and import the chat conversations, and assign permissions to users to view the Employee Center dashboard in the Microsoft Teams application.

      • Create and download the manifest file for self-configured apps – Create and download the ServiceNow for Microsoft Teams manifest file from your instance to enable Microsoft Teams to use the ServiceNow for Teams app.

      • Upload manifest file in Microsoft Teams – Upload the manifest file in Microsoft Teams to integrate Microsoft Teams with your ServiceNow instance.

      • Update the app ID in the ServiceNow instance – Update the ServiceNow for Teams app ID from the Microsoft Teams admin center in your ServiceNow instance.

      • Disable the Now Virtual Agent – Disable the Now Virtual Agent app to avoid duplicate notifications from Microsoft Teams when you install and integrate ServiceNow for Microsoft Teams with your ServiceNow instance.

      • Translate the Microsoft Teams manifest file – ServiceNow for Microsoft Teams supports localization to multiple languages, using UTF-8 for international characters.

      • Working on campaigns in Microsoft Teams – Campaigns in Microsoft Teams enable you to set up and package your content into a campaign to deliver the right message to the required audience at the right time.

        • Authenticate users to send campaign notifications – Assign additional Microsoft Azure permissions to users to enable Microsoft Teams create and send new campaign notifications on the user’s behalf in the teamwork activity feed.

        • Send automatic campaign notifications – Automatically send campaign notifications in Microsoft Teams for better collaboration and efficient communication.

        • Create a Microsoft Teams campaign using direct content publishing – Create and distribute the Microsoft Teams campaigns using direct content publishing if you have the admin role.

        • Create notification content for Microsoft Teams – Create notifications to send messages directly to your employees through Microsoft Teams.

        • Schedule delivery of Microsoft Teams notification content – Schedule posting of notifications in the Microsoft Teams channels.

          • Schedule content form for Microsoft Teams notifications – Schedule posting of notifications in the Microsoft Teams channels.

        • Create Microsoft Teams campaigns using the Content Experience Builder – Create campaigns using the Content Experience Builder if you have the admin role to distribute content to employees.

        • Create Microsoft Teams notification content from Content Experience Builder – Create or place notification content into a bundle or stage for a Microsoft Teams campaign using Content Experience Builder.

          • Campaign form in Content Experience Builder – Create or place notification content into a bundle or stage for a Microsoft Teams campaign using Content Experience Builder.

        • Create Microsoft Teams campaign stages using the Campaign Builder Experience – Use the Campaign Experience Builder to create stages for your campaign. Campaign builder provides a simple, single-page view for managing content and assembling your campaign.

        • Translation support for Microsoft Teams notification campaigns – ServiceNow for Microsoft Teams supports localization to ServiceNow supported languages in campaigns.

      • Configure Request-based chat on the Microsoft Azure portal – Create a Microsoft Azure application in Microsoft Azure portal to enable agents to import the conversations from Microsoft Teams to ServiceNow.

        • Add permissions to the Microsoft Azure application – Assign permissions to users to enable them to start chat and import chat conversations with employees from Microsoft Teams to ServiceNow instance.

        • Configure Application Registry on the ServiceNow instance – Register the Request-based chat app in your instance to use Microsoft Teams chat for self-configured app environment.

        • Edit existing Microsoft Teams Chat self-configured app application registry – Register the Request-based chat app in your instance to use Microsoft Teams chat for self-configured app environment.

        • Create registry for Microsoft Teams Chat self-configured app – Register the Request-based chat app in your instance to use Microsoft Teams chat for self-configured app environment.

      • Request-based chat access for a guest user – Request-based self-configured app chat access enables a guest user to start and import chats in a single ServiceNow for Microsoft Teams instance.

        • Authenticate guest users to initiate and import chat from Microsoft Teams – Assign permissions to guest users to initiate and import chat conversations with employees from Microsoft Teams to a ServiceNow instance for a self-configured app.

        • Enable authentication of guest users – Verify and update application registry values to authenticate guest users in the Microsoft Teams application to start and import chats for a self-configured app.

        • Enable chat access for guest users – Enable chat access for a guest user while configuring ServiceNow for Microsoft Teams settings for a self-configured app.

      • User Presence Indicator – User presence indicator helps the agents to know the status of the users in Microsoft Teams before the agent can initiate a chat using Microsoft Teams.

        • Configure cache duration for the user presence status – You can modify the system property to configure the cache duration to retain the user presence status of the Microsoft Teams user.

      • Integration for Agent Experience – Allow the agents to work and manage the major incidents from Major Incident Management (MIM) workbench through Microsoft Teams self-configured app environment.

      • Integrating Notify connector self-configured app with Microsoft Teams – Set up the Notify connector for Microsoft Teams using the self-configured app.

        • Create an app in Microsoft Teams to enable making calls – Create an app to make outbound calls from Microsoft Teams.

        • Manage permissions – Assign permissions to users to be able to authenticate successfully and participate in conference calls in Microsoft Teams.

        • Create a Service user to make calls from Microsoft Teams – Create a service user role to be able to start online meetings on behalf of users in Microsoft Teams.

        • Create a Microsoft Teams application registry entry to connect the created app to ServiceNow instance – Register your Microsoft Teams application with your ServiceNow instance for OAuth authorization.

        • Create a Connection & Credentials alias for Microsoft Teams – Create an alias to associate the connection information with the credential data required to complete the application integration in Microsoft Teams.

        • Update the records in the Microsoft Teams Configuration page – Update the created records in Microsoft Teams to make seamless calls.

        • Verify OIDC Application Registry – Verify whether the OIDC Application Registry was created when Microsoft Teams Application Registry was created and mapped to the configuration during a self-configured app setup process.

      • Integrate Meeting Extensions self-configured app with Microsoft Teams – Configure Meeting Extensions for Microsoft Teams using the self-configured app environment.

        • Create and configure an app for Meeting Extensions in the Microsoft Teams Developer Portal – Create and configure an app for Meeting Extensions in Microsoft Teams Developer Portal to fetch incident details during the conference call in Microsoft Teams.

        • Upload the app manifest in Microsoft Teams – Enable users to interact with agents from Microsoft Teams application by copying the Notify connector App ID value.

        • Add the Meeting Extensions tab in Microsoft Teams – Map the ServiceNow Meeting Extensions app ID in your ServiceNow instance to automatically add the meeting extensions tab in Microsoft Teams for a conference call.

        • Configure the Notify connector app to use Meeting Extensions in the Microsoft Azure portal – Configure the existing Notify connector app/bot to use Meeting Extensions in Microsoft Azure portal to fetch the incident details during the conference call in Microsoft Teams.

        • Configure the Notify connector bot for Meeting Extensions – Configure the Notify connector bot for Meeting Extensions in the Microsoft Azure portal.

        • Create an application registry entry in your ServiceNow instance – Register the application with the instance to participate in OAuth authorization.

  • Integrating ServiceNow with Microsoft Teams for GCC-H or DoD – Set up your ServiceNow instance to integrate with Microsoft Teams applications.

    • Integrating Employee Center with Microsoft Teams for GCC-H or DoD – You can integrate Employee Center with Microsoft Teams to enable Government Community Cloud High (GCC-H) and US Department of Defense (DoD) customers to access attached files in Employee Center.

    • Update the OIDC entities table – Update the OIDC entities table to replace dummy values created by the registry file with your Microsoft Teams tenant values.

    • Modify the manifest file – Download and modify the package file to provide the information that is required to make Employee Center available in your organization.

    • Update tenant URL – Configure your Microsoft Teams tenant URL for Government Community Cloud High (GCC-H) or US Department of Defense (DoD).

    • Integrating Employee Center and Virtual Agent with Microsoft Teams for GCC-H or DoD – You can integrate Employee Center and the Virtual Agent bot with Microsoft Teams to enable Government Community Cloud High (GCC-H) and US Department of Defense (DoD) customers to interact with agents through Virtual Agent and access the attached files in Employee Center.

    • Modify and download the manifest file for GCC-H or DoD – Create and download the ServiceNow for Microsoft Teams manifest file from your instance to enable Microsoft Teams to use the ServiceNow for Teams app.

    • Integrating Request-based chat with Microsoft Teams for GCC-H or DoD – You can integrate request-based chat with Microsoft Teams for Government Community Cloud - High (GCC-H) or US Department of Defense (DoD) customers to auto import the chat conversations between the agents and the employees.

    • Update chat credentials with Azure GCC URL – Update the Azure URL in the chat credentials of GCC customers. Enable GCC customers to start chat and import chat conversations from Microsoft Teams to the ServiceNow instance.

    • Create record with Azure GCC details – Create and update a new record in the sys_properties.list table with the details of the Azure account of GCC customers.

  • Integrating ServiceNow with Microsoft 365 applications for Employee Experience – Set up your ServiceNow Employee Center instance to integrate Microsoft 365 applications.

    • Create and download manifest file for Employee Center and Microsoft 365 integration – Create and download the manifest file from your instance to make Employee Center available in Microsoft 365 applications.

    • Upload manifest file in Microsoft Teams for Microsoft 365 – Upload the manifest file in Microsoft Teams to integrate Microsoft 365 with your ServiceNow instance.

  • Configure – ServiceNow for Microsoft Teams enables agents to initiate chat with employees and import the chat, and enables employees to view and receive chat service from within the Microsoft Teams application.

    • Microsoft Teams Integration for Employee Experience – Offers help for employees to resolve their IT, HR, and UR related issues through Microsoft Teams. Employees can interact with the agents from within Microsoft Teams to resolve their issues.

    • IT Service Management integration – Complete the procedures outlined to configure IT Service Management integration with Microsoft Teams.

      • Review the active notifications for Microsoft Teams – The notifications added by ServiceNow for Microsoft Teams, might duplicate existing notifications in your instance. Review and disable any duplicate notifications to avoid notifying users multiple times for the same event.

      • Enable Virtual Agent notifications for IT Service Management – Configure system properties to enable Virtual Agent notifications in Microsoft Teams.

      • Configure LLM based provider notifications for ITSM – Enable LLM-based actionable provider notifications for ITSM.

      • Customizing approval notification fields – You can customize the approval notification fields by creating the methods in a script include.

      • Import messages from Microsoft Teams to ServiceNow – Configure request-based chats for IT Service Management integration with Microsoft Teams and HR Service Delivery integration with Microsoft Teams applications enable the system to auto import the chat conversations between the agents and the employees.

      • Configure the chat to enable auto-import – Configure request-based chats for IT Service Management integration with Microsoft Teams and HR Service Delivery integration with Microsoft Teams applications enable the system to auto import the chat conversations between the agents and the employees.

      • Create requester mapping – Configure request-based chats for IT Service Management integration with Microsoft Teams and HR Service Delivery integration with Microsoft Teams applications enable the system to auto import the chat conversations between the agents and the employees.

      • Configure close condition – Configure request-based chats for IT Service Management integration with Microsoft Teams and HR Service Delivery integration with Microsoft Teams applications enable the system to auto import the chat conversations between the agents and the employees.

      • Configuring Employee Center – Use the Employee Center within Microsoft Teams or embed a custom portal in Microsoft Teams.

      • Embed a custom portal – Embed your custom portal to replace the Employee Center tab in Microsoft Teams by configuring the system property. The custom portal shows up in the Employee Center tab in Microsoft Teams.

        • Hide chat button – Embed your custom portal to replace the Employee Center tab in Microsoft Teams by configuring the system property. The custom portal shows up in the Employee Center tab in Microsoft Teams.

        • Hide logout button – Embed your custom portal to replace the Employee Center tab in Microsoft Teams by configuring the system property. The custom portal shows up in the Employee Center tab in Microsoft Teams.

      • Microsoft Teams Chat widget in Employee Center – The Teams Chat widget enables employees to view or continue chats with agents and view and access the content of attached files in the Employee Center. This widget is available through the IT Service Management integration with the Microsoft Teams application.

      • Add Microsoft Teams Chat widget – Add the Teams Chat widget to enable employees to view or continue chats with agents and view and access the content of attached files in the Employee Center.

      • Include On-call scheduling users – Users who are associated with On-Call Scheduling will be displayed on the Selected column in Start Microsoft Teams Chat modal.

      • Extend On-Call Scheduling users – View the list of On-Call Scheduling users in Start Microsoft Teams chat for a change, request, or a request item.

      • Set up Chat to call – Set up the chat to call functionality in your instance to enable the agents to collaborate with the requester to resolve the issue.

      • Access ServiceNow for Microsoft Teams app – Enables users to interact with the agents from Microsoft Teams application.

      • Create custom email field to initiate Microsoft Teams chat – Create a custom email field to use Microsoft Teams app to initiate chat conversation for the agents to resolve the IT and HR related issues of the users.

      • Unfurl the web links in Microsoft Teams chat – ServiceNow for Microsoft Teams supports link unfurling. Link unfurling generates a content-rich preview when a supported link is shared in a conversation with a user in Microsoft Teams.

      • Enable link unfurling – Enable link unfurling in the manifest file to preview the content of the link shared in the chat conversations.

      • Configure the system property to open the unfurled links – Configure the property to view the content when the user clicks the adaptive card shared in the Microsoft Teams chat conversation.

    • HR Service Delivery integration – Complete the following procedures to configure the HR Service Delivery integration with Microsoft Teams.

      • Review the active notifications for Microsoft Teams – The notifications added by ServiceNow for Microsoft Teams, might duplicate existing notifications in your instance. Review and disable any duplicate notifications to avoid notifying users multiple times for the same event.

      • Enable Virtual Agent notifications for HR Service Delivery – Configure system properties to enable Virtual Agent notifications in Microsoft Teams.

      • Configure LLM based provider notifications for HR – Enable LLM-based actionable provider notifications for HR.

      • Import messages from Microsoft Teams to ServiceNow – Configure request-based chats for IT Service Management integration with Microsoft Teams and HR Service Delivery integration with Microsoft Teams applications enable the system to auto import the chat conversations between the agents and the employees.

      • Configure the chat to enable auto-import – Create a chat configuration to automatically import the chats between the agents and the requesters for additional tables to extend the auto import functionality.

      • Create requester mapping – Create a requester mapping to extend the auto-import functionality to other tables.

      • Configure close condition – Configure the condition to exclude the chat conversation from auto importing.

      • Configuring Employee Center – Use the Employee Center within Microsoft Teams or embed a custom portal in Microsoft Teams.

      • Embed a custom portal – Embed your custom portal to replace the Employee Center tab in Microsoft Teams by configuring the system property. The custom portal shows up in the Employee Center tab in Microsoft Teams.

        • Hide the chat button on the custom portal – Hide the chat option for your custom portal that appears in the Employee Center tab within Microsoft Teams.

        • Hide the logout button on the custom portal – You can hide the logout option for your custom portal that appears in the Employee Center tab within Microsoft Teams.

      • Microsoft Teams Chat widget in Employee Center – The Teams Chat widget enables employees to view or continue chats with agents and view and access the content of attached files in the Employee Center. This widget is available through the HR Service Delivery integration with the Microsoft Teams application.

      • Add Teams Chat widget – Add the Teams Chat widget to enable employees to view or continue chats with agents and view and access the content of attached files in the Employee Center.

      • Include On-call scheduling users – Users who are associated with On-Call Scheduling will be displayed on the Selected column in Start Microsoft Teams Chat modal.

      • Extend On-Call Scheduling users – View the list of On-Call Scheduling users in Start Microsoft Teams chat for a change, request, or a request item.

      • Set up Chat to call – Set up the chat to call functionality in your instance to enable the agents to collaborate with the requester to resolve the issue.

      • Access ServiceNow for Microsoft Teams app – Enables users to interact with the agents from Microsoft Teams application.

      • Create custom email field to initiate Microsoft Teams chat – Create a custom email field to use Microsoft Teams app to initiate chat conversation for the agents to resolve the IT and HR related issues of the users.

      • Unfurl the web links in Microsoft Teams chat – ServiceNow for Microsoft Teams supports link unfurling. Link unfurling generates a content-rich preview when a supported link is shared in a conversation with a user in Microsoft Teams.

      • Enable link unfurling – Enable link unfurling in the manifest file to preview the content of the link shared in the chat conversations.

      • Configure the system property to open the unfurled links – Configure the property to view the content when the user clicks the adaptive card shared in the Microsoft Teams chat conversation.

    • Universal Request integration – Complete the following procedures to configure the Universal Request integration with Microsoft Teams.

      • Set up Virtual Agent for Universal Request integration with Microsoft Teams – Publish the default Virtual Agent topics (conversation flows) so that they can be used in the Universal Request integration with Microsoft Teams application.

    • Microsoft Teams integration for Agent Experience – Allow the agents to work and manage the major incidents from Major Incident Management (MIM) workbench through Microsoft Teams.

    • Configure Notify connector – Configure your ServiceNow instance with Notify connector for Microsoft Teams application to enable making calls using Microsoft Teams.

      • Make Microsoft Teams the default communication channel – Make Microsoft Teams the default communication channel to initiate a conference call to resolve a ticket.

      • Manage properties – Manage the Notify connector for Microsoft Teams application properties to configure the calling capabilities.

      • Conference bridge numbers – Configure the conference bridge number to allow the participants to collaborate to resolve the incidents via the conference bridge number.

      • Reserve a conference bridge number – Configure the conference bridge number to allow the participants to collaborate to resolve the incidents via the conference bridge number.

      • Configure conference bridge number for meetings – Configure the conference bridge number to allow the participants to collaborate to resolve the incidents via the conference bridge number.

      • Setup the conference bridge for the users – Configure the conference bridge number to allow the participants to collaborate to resolve the incidents via the conference bridge number.

      • Enable Audio Conferencing – Enable the audio conferencing to allow the users to participate in the conference call by dialing the conference bridge number.

      • Configure Lobby Settings – You can override the lobby settings in your instance to allow the participants to join the conference call without waiting in the lobby.

      • Map Microsoft Azure email to ServiceNow instance – Create a custom email field to use Microsoft Teams app to initiate call for the agents to resolve the tickets raised by users.

  • Manage – Customize and manage different ServiceNow for Microsoft Teams or Microsoft 365 integrations both for Employee Experience and Agent Experience, as required.

    • Customize Integrations for Employee Experience – It offers help for employees to resolve their IT, HR, and UR related issues through Microsoft Teams. Employees can interact with the agents from within Microsoft Teams to resolve their issues.

    • IT Service Management integration – Customize the features in your instance to meet your organization needs.

      • Customize UI actions for IT Service Management with Microsoft Teams – Enables you to extend the UI actions to the tables you require.

      • Customize Start Microsoft Teams chat UI action – Enables you to extend the Start Microsoft Teams chat UI actions to the tables you require.

      • Customize Import Messages from Microsoft Teams UI action – Enables you to extend the Import Messages from Microsoft Teams UI action to the tables you require.

      • Customize business rules for actionable notifications – Enables you to customize the business rules for actionable notifications.

      • Configure business rule for reassigning tickets – Configure the business rule for reassigning the tickets.

      • Configure business rule for close condition – Configure the business rule for close condition to auto-import the chats.

    • HR Service Delivery integration – Customize the features in your instance to meet your organization needs.

      • Customize UI actions for HR Service Delivery integration with Microsoft Teams – Enables you to extend the UI actions to the tables you require.

      • Customize Start Microsoft Teams chat UI action – Enables you to extend the Start Microsoft Teams chat UI actions to the tables you require.

      • Customize Import Messages from Microsoft Teams UI action – Enables you to extend the Import Messages from Microsoft Teams UI action to the tables you require.

      • Customize business rules for actionable notifications – Enables you to customize the business rules for actionable notifications.

    • Universal Request integration – Customize the UI actions and extend them to the tables that you require. The UniversalRequestMSTeamsUtils script include controls the visibility of the UI actions.

  • Use – Employees and agents can work together to resolve their issues for IT Service Management, HR Service Delivery, and Universal Request from within Microsoft Teams.

    • Use Microsoft Teams integration for Employee Experience – It offers help for employees to resolve their IT, HR, and UR related issues through Microsoft Teams. Employees can interact with the agents from within Microsoft Teams to resolve their issues.

    • Use ITSM and HRSD integrations with Microsoft Teams – Employees and agents can collaborate to receive service and resolve issues effectively from Microsoft Teams.

      • Employee actions – Respond to the approval notifications and the comments against the service-related tickets.

      • Link ServiceNow user account to Microsoft Teams application for Virtual Agent – Link your ServiceNow account to an Microsoft Teams application to access the non-public Virtual Agent topics that use ServiceNow records.

      • Unlink your ServiceNow user account from Microsoft Teams for Virtual Agent – Unlinking your account from Microsoft Teams to deactivate the association between your ServiceNow account and the Microsoft Teams application.

      • View informational notifications – View the notifications that are sent during specific events in a ticket life cycle. These notifications are sent to the requester associated with the ticket.

      • Approve or reject requests from Microsoft Teams – Approve or reject requests by using the approval notification in Microsoft Teams.

      • Respond to a comment in a notification – A comment in the activity stream generates a notification to which the user can respond directly, without leaving Microsoft Teams.

      • View notifications for a major incident – View the notifications that are sent during specific events in a major incident. These notifications are sent to all the stakeholders associated with the major incident.

      • Employee Center dashboard – Use the Employee Center dashboard from Microsoft Teams to view the widgets that show pending tasks, requests, and the internal company announcements.

      • Access a Microsoft Teams chat in Employee Center – Access a ticket’s Microsoft Teams chat in the Employee Center.

      • Manage approvals from Microsoft Teams – Manage Concur expense approvals using Virtual Agent actionable notifications in Microsoft Teams to resolve the approval directly in the Virtual Agent conversation without involving a live agent.

      • Agent actions – Agents can work on the service-related tickets created by the employees.

      • Request-based chat: Chat from classic view – Initiate a conversation with the requester to resolve the ticket.

        • Chat from field decorator – Interact with a requester in Microsoft Teams from the chat icon from the workspace to quickly resolve the ticket.

        • Chat from Start Microsoft Teams chat – Interact with a requester in Microsoft Teams for an issue related to an incident, request item, change request, and HR case records to quickly resolve the ticket.

        • Import messages from a ticket manually – You can import the conversation with a user from Microsoft Teams and append them in the Comments to store all the important messages in the ServiceNow instance.

      • Request-based chat - Chat from Workspace – Initiate a conversation with the requester to resolve the ticket.

        • Chat from field decorator – Interact with a requester in Microsoft Teams for an issue related to an incident, request item, change request, and a catalog task ticket to quickly resolve the ticket.

        • Chat from Start Microsoft Teams chat action – Interact with a requester in Microsoft Teams from the workspace to quickly resolve the ticket.

        • Import messages from Agent Workspace – You can import the conversation with a user from the agent workspace and append them in the Comments to store all the important messages in the ServiceNow.

      • Request-based chat: Chat with guest from record – Start a Microsoft Teams chat with the guest user of an external and allowed domain through a record.

      • Request-based chat: Chat as guest from classic view – You can start a Microsoft Teams chat with an external organization user and import chat after you are invited to their chat.

        • Start a Microsoft Teams chat as a guest user – Start a Microsoft Teams chat as a guest user with an external organization user.

        • Import a Microsoft Teams chat as a guest user – Import your Microsoft Teams chat with an external organization user as a guest user.

      • Promote chat to a call from workspace – As an agent, you can initiate a chat with the caller from the workspace to quickly resolve the issue.

      • Add communication plan from MIM workbench – You can create a new communication plan or add a new communication task to an existing communication plan from the workbench.

        • Send a notification from Major incident management workbench – Send a Microsoft Teams notification to the stakeholders associated with a major incident.

        • View notifications for a major incident – View the notifications that are sent during specific events in a major incident. These notifications are sent to all the stakeholders associated with the major incident.

      • Add collaborative communication task from MIM workbench – You can create a communication plan or add a new communication task to an existing communication plan from the workbench.

        • Initiate Microsoft Teams group chat from MIM workbench – You can initiate a Microsoft Teams group chat from the MIM workbench to work towards the resolution of the task.

    • Use Microsoft Teams for Universal Request – Agents and employees can collaborate using the Microsoft Teams application to resolve universal requests effectively. Employees can create and modify universal requests using Microsoft Teams.

      • Employee actions – Employees can create and update universal requests and track existing universal requests by using Microsoft Teams.

      • Create a Universal request from Microsoft Teams – Create a universal request with the help of the Virtual Agent. You can access the Virtual Agent from the Microsoft Teams application.

      • Update or cancel a universal request using Microsoft Teams – Update or cancel a universal request with the help of the Virtual Agent. You can access the Virtual Agent from the Microsoft Teams application.

      • Agent actions – Work on the universal requests created by the employees. You can chat with employees, and import messages from the records or from the Agent Workspace.

      • Manage chat messages from a record – As an agent, interact with a requester in Microsoft Teams for issues related to universal requests assigned to you. Import the chat back to your instance.

        • Initiate chat with an employee from a record – As an agent, initiate chats with the requester or an employee from the watchlist of a universal request using Microsoft Teams.

        • Import messages from a universal request – As an agent, import a conversation with a requester from Microsoft Teams. Append the conversation in the activity stream of the record to store all the important messages in the ServiceNow instance.

      • Manage chat messages from the Agent Workspace – As an agent, interact with a requester in Microsoft Teams from the Agent Workspace for issues related to an universal request. Import the chat back to ServiceNow.

        • Initiate chat with an employee from Agent Workspace – Chat with an employee from Agent Workspace through Microsoft Teams so that you can collaborate and resolve universal requests.

        • Import messages from Agent Workspace – As an agent, import a conversation with a user from Microsoft Teams. Append the conversation in the activity stream of the record in the Agent Workspace. Store all important messages related to a universal request in the ServiceNow instance.

    • Use Microsoft Teams integration for Agent Experience – Allow the agents to work and manage the major incidents from Major Incident Management (MIM) workbench through Microsoft Teams.

    • Use Notify connector for Microsoft Teams – Allow the agents to work and manage the major incidents from Major Incident Management (MIM) workbench through Notify connector for Microsoft Teams.

      • Use Notify connector for Microsoft Teams with task records – Notify connector for Microsoft Teams enables you to initiate conference calls from task records such as incidents, problems, or change requests.

      • Start and manage a conference call from a task record – Notify connector for Microsoft Teams enables you to initiate conference calls from task records such as incidents, problems, or change requests.

      • Notify connector for Microsoft Teams with Incident Communication Management – Use Notify with an incident communication plan to start conference calls.

      • Start a conference call from an incident communication plan – Use Notify with an incident communication plan to start conference calls.

      • Add participants in conference call – Use Notify with an incident communication plan to start conference calls.

      • Mute a participant in a conference call – Use Notify with an incident communication plan to start conference calls.

      • End a conference call made through an incident record – Use Notify with an incident communication plan to start conference calls.

      • Use Notify connector for Microsoft Teams with a major incident – Initiate a conference call from the major incident workbench by inviting one or more users to join a call. The conference doesn’t start until at least two participants join.

      • Initiate a conference call – Initiate a conference call from the major incident workbench by inviting one or more users to join a call. The conference doesn’t start until at least two participants join.

      • Join a conference call – Initiate a conference call from the major incident workbench by inviting one or more users to join a call. The conference doesn’t start until at least two participants join.

      • Add participants to a conference call – Initiate a conference call from the major incident workbench by inviting one or more users to join a call. The conference doesn’t start until at least two participants join.

      • Mute participants from a major incident conference call – Initiate a conference call from the major incident workbench by inviting one or more users to join a call. The conference doesn’t start until at least two participants join.

      • End a conference call from a major incident – Initiate a conference call from the major incident workbench by inviting one or more users to join a call. The conference doesn’t start until at least two participants join.

      • Manage calls in Microsoft Teams – Manage conference calls in Microsoft Teams by muting or unmuting participants, or ending the call.

      • Mute participants from Microsoft Teams – Manage conference calls in Microsoft Teams by muting or unmuting participants, or ending the call.

      • End a call from Microsoft Teams – Manage conference calls in Microsoft Teams by muting or unmuting participants, or ending the call.

    • Use Microsoft Teams Meeting Extensions – Allow the agents to work and manage the major incidents from Major Incident Management (MIM) workbench through Microsoft Teams Meeting Extensions.

      • Manage calls using Meeting Extensions – Use Meeting Extensions to start conference calls to discuss the resolution for a major incident record.

  • Reference – Reference topics provide additional information about the ServiceNow for Microsoft Teams application integration.

    • Properties installed with Microsoft Integrations Core – The following properties are installed with the Microsoft Integrations Core plugin.

    • Properties installed with IT Service Management for Microsoft 365 – The following properties are installed with the IT Service Management for Microsoft 365 plugin.

    • Properties installed with HR Service Delivery for Microsoft 365 – The following properties are installed with the HR Service Delivery for Microsoft 365 plugin.

    • API permissions for Request-based chat and SSO – Following are API permissions requested by the ServiceNow integration with Microsoft Teams for Request-based chat and SSO.

    • API permissions – Following are API permissions requested by the ServiceNow integration with Microsoft Teams for Notify connector and Meeting Extensions.

  • ServiceNow for Zoom – The ServiceNow integrations with Zoom helps you create a better, more connected experience for users. Employees get seamless self-service without having to leave the Zoom client, and agents can resolve cases faster using Zoom chat, video, and telephony tools.

  • Exploring Collaboration services for Zoom – Collaboration services for Zoom provides employees with seamless self-service without leaving the Zoom client and enables agents to resolve their task records faster.

    • Collaboration services for Zoom Team Chat – Collaboration services for Zoom helps employees to interact with agents and resolve their IT-related issues from within the Zoom application.

  • Configuring Collaboration services for Zoom – Set up your ServiceNow instance to integrate with the Zoom application.

    • Set up Zoom spoke – Integrate your Zoom account with your ServiceNow instance. Create a custom OAuth application in Zoom and authenticate requests from ServiceNow.

    • Enable Zoom chat integration – Enable the Zoom Team Chat feature on your ServiceNow instance by setting the related system properties.

    • Install fix-script for Collaboration services for Zoom – Install the fix_script_start_chat_field_decorator_IT in the ServiceNow instance to display Start Zoom Chat field decorator/icon in the ticket to initiate a chat with the requester.

  • Integrating and using ServiceNow with Zoom – Collaboration services for Zoom Team Chat enables agents to initiate chat with employees and import the chat, and enables employees to view and receive chat service from within the Zoom application.

    • Enhance employee experience by integrating ServiceNow with Zoom – ServiceNow integration with Zoom helps employees to interact with agents and resolve their IT-related issues using Zoom.

    • Starting and importing a Zoom Team Chat – Initiate a Zoom Team Chat conversation with the requester to resolve the ticket and import the chat as task record comments.

      • Start a Zoom Team Chat – Start a Zoom Team Chat with an employee through an open ticket to resolve an incident, request item, and change request.

      • Reassign a ticket – Start a Zoom Team Chat with an employee through an open ticket to resolve an incident, request item, and change request.

      • Import Zoom Team Chat messages – Import the chat conversation manually or automatically with a user from Zoom application, which appends and stores the messages in the Comments section of the ticket in the ServiceNow instance.

    • Chat-specific configuration for Collaboration services for Zoom – Configure chat-specific options for Collaboration services for Zoom.

      • Configure Chat group to include On-call Scheduling users for Start Zoom Team Chat – On-call Scheduling users will be shown for Start Zoom Team Chat for an incident record.

      • Extend On-call users for Start Zoom Team Chat – Shows the list of On-call users in Start Zoom Team Chat for a change, request, or a request item.

      • Customize the Zoom chat form – Customize the chat form for additional ServiceNow Collaboration services tables by creating a chat configuration.

      • Create requester mapping – Create a requester mapping to extend the Zoom chat functionality to other tables.

      • Define how a Zoom chat is closed – Define the way a Zoom chat is closed.

  • Collaboration services for Zoom reference – Reference topics providing additional information about ServiceNow Collaboration services for Zoom components and forms.

    • API permissions/scope for ServiceNow integration with Zoom – The list of the API permissions/scope requested by the ServiceNow Collaboration services for Zoom are as follows.

• Granular Delegation – Granular delegation allows employees to delegate their tasks to other employees for specific date and time ranges based on delegation rules.

  • Exploring Granular Delegation – Use Granular Delegation to allow your employees to delegate their tasks to other employees.

  • Setting up Granular Delegation – Set up Granular Delegation so your employees can delegate their tasks to other employees.

  • Activate Granular Delegation – You can activate the Granular Delegation plugin (com.glide.granular_service_delegation) for the ServiceNow AI Platform if you have the admin role.

  • Add delegation rule tables – To create delegation rules, you must add a task table to the Delegation Rule Tables.

  • Create delegation rules – Specify which records are available for service delegation. Specify records by table name, by a condition, and by whether they are an approval or an assignment.

  • Create delegation rule categories – Create categories or sets of granular delegation rules that make delegating large batches of tasks easy and efficient for your employees.

  • Create a delegate – Delegation admins (delegation_admin) can delegate tasks from one employee to another using Granular Delegate.

  • Using Granular Delegation – Employees can use Granular Delegation to delegate their tasks to another eligible employee.

  • Delegate on-demand tasks – Employees can use Granular Delegation to delegate their tasks to another eligible employee.

  • View my delegates – Employees can use Granular Delegation to delegate their tasks to another eligible employee.

  • View delegations assigned to me – Employees can use Granular Delegation to delegate their tasks to another eligible employee.

  • Using granular delegation on ServiceNow mobile – Employees can use Granular Delegation to delegate their tasks to another eligible employee.

    • Delegate tasks using the ServiceNow mobile – Employees can use Granular Delegation to delegate their tasks to another eligible employee.

    • View tasks delegated to you on the ServiceNow mobile – Employees can use Granular Delegation to delegate their tasks to another eligible employee.

• Health and Safety – ServiceNow Health and Safety enables businesses to ensure safe and healthy working conditions for their employees.

  • Health and Safety Core – The ServiceNow Health and Safety Core application provides the data model that is required for consistent employee and operational experiences in Health and Safety.

  • Explore – Health and Safety Core enables the organizations to streamline and automate essential business functions across the Health and Safety applications.

    • Workspace – The Health and Safety Workspace provides a single location for safety teams to process safety records. Agents can use it to manage incidents, risks, contracts, or cases depending on the applications installed.

    • User profile – A Health and Safety profile provides safety team with all the information about a user in one central place.

  • Configure – You can set up your implementation for the Health and Safety Core data model by installing the data model and reviewing and configuring the components that are installed with the data model.

    • Install Core – You can install the Health and Safety Core (sn_ohs_im) if you have an admin role. This data model includes demo data and installs related ServiceNow Store plugins if they are not already installed.

    • Workplace location data – In the Workplace Core application, set up data related to your workplace locations so you can select a location in your safety records, for example, your safety incidents and observations.

    • Enable a table report field mapping – Enable a Health and Safety table for report field mapping. You can then configure its mapping with your reporting PDF template, enabling safety agents to generate reports for records in this table.

    • Create safety report field mapping – Create a safety report field mapping to map fields in your reporting PDF template to the corresponding fields in the Health and Safety records.

    • Configure groups – Configure user groups for Health and Safety for assignment of safety records. You can assign roles to groups to provide access to all group members or assign roles to individual users.

    • Assign Health and Safety profile to a user – Assign the Health and Safety profile to all users in your organization, including employees, visitors, and contractors.

    • Add a Health and Safety visitor – Create a record for a Health and Safety visitor so that they can be easily referenced in the Visitor field on related records.

    • Migrate safety documents to Document library – Migrate your existing safety documents from the deprecated Standards and Documents list to the new Health and Safety document library list.

  • Use – Learn how the Health and Safety Core data model provides capabilities to manage safety meetings, schedule safety actions, and manage and monitor safety records.

    • Manage safety meetings – Safety meeting management provides the safety team and safety meeting manager with a structured way to manage safety meetings, including tasks such as scheduling, tracking actions, and recording notes.

    • Log a safety meeting – Log a safety meeting and keep a track of it in the Health and Safety application.

    • Add attendees to a safety meeting – Add users to a safety meeting who need to attend this meeting.

    • Create a meeting minute for a safety meeting – Create a meeting minute for a safety meeting to track discussions and accountability.

    • Schedule actions – Use the Health and Safety action scheduler to create and schedule actions across the organization and auto-assign them to specific individuals using the condition builder.

    • Create an action schedule – Create an action schedule to schedule actions across the organization such as learning activities and recurring tasks.

    • Manage safety knowledge articles – As a safety manager or agent, you can manage safety-related knowledge base articles in the Health and Safety Workspace.

    • Create a safety knowledge article – Create a safety-related knowledge article in the Health and Safety Workspace to share information across your organization.

    • Manage actions in Action planner – The Action planner sidebar panel in the Health and Safety Workspace enables safety teams to manage actions directly from a Health and Safety record, without navigating away from the page.

    • Create an action in Action planner – Create and manage safety actions in context while reviewing a Health and Safety record, without opening a separate Action form.

    • Add a safety related document – Add and store documents Health and Safety related documents so that they can be easily and appropriately referenced in related records.

  • Analytics – With the Health and Safety dashboard, you can actively monitor and manage workplace safety performance across different locations in your organization and identify areas needing attention.

  • Reference – Learn about the components, such as the roles, tables, plugins, and store applications, that are installed when the Health and Safety Core data model is installed.

    • Components installed – Several types of components are installed with installation of the Health and Safety Core data model, including tables, user roles, and scheduled jobs. This data model is automatically installed with Health and Safety applications.

    • Action form – Safety agents can use the Health and Safety action form to assign an action for a safety incident or observation.

    • Action schedule form – Safety team can use the action schedule form for actions to be created and assigned based on defined conditions.

    • User profile form – Safety manager can use the health and safety profile form to assign the Health and Safety profile to employees, visitors, and contractor workers.

    • Document version form – Safety team such as safety agent and contractor coordinator can use the Health and Safety document version form to add or modify a safety-related document.

    • Report field mapping form – A safety report mapping manager can create a mapping report for generating reports using the report field mapping form.

    • Meeting form – A safety team such as a safety meeting manager can use the Health and Safety meeting form to add or modify a safety-related meeting.

    • Meeting attendee form – A safety team such as a safety meeting manager can use the Health and Safety meeting form to add an external attendee or a single internal attendee to a safety meeting.

  • Health and Safety Incident Management – The ServiceNow Health and Safety Incident Management application is a solution in Health and Safety that enables organizations to record, track, and report on health and safety related employee incidents and observations. Furthermore, it provides capabilities to investigate and reduce incidents.

  • Explore – Health and Safety Incident Management enables the safety department to receive incidents and observations and conduct detailed legal investigations by conducting interviews, gathering evidence, and preparing final reports and recommended actions.

    • Workflow example – The safety incident workflow available with Health and Safety Incident Management connects employees and safety department and agents to quickly initiate, investigate, and resolve safety incidents and observations in your organization.

  • Configure – You can set up your implementation for the Health and Safety Incident Management application by installing the application and reviewing and configuring the components that are installed with the application.

    • Install incident management – You can install the Health and Safety Incident Management application (sn_hs_im_incident) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

    • Configure employee hours worked – Configure the property that sets the total number of employee hours worked for your organization in the past 12 months. These hours are for the entire organization and are not broken down per establishment.

    • Configure frequency rates generation – Configure the scheduled job to load the safety frequency rates and ensure that the safety metrics on the Health and Safety Workspace landing page are up to date.

    • Disable incident playbook – If you need to enable a tab-based experience for safety incidents in your instance, configure the property that disables the Report an incident playbook.

    • Configure default map location – Configure the property that enables users to add default coordinates when the map location isn’t enabled on their device.

    • Configure location search bar – Configure the visibility of the location search bar on the map widget when reporting a Health and Safety incident or observation.

  • Submit – Safety team can begin the investigation process by creating incidents and observations based on reports received from employees. Employees can also directly submit incidents and observations from the Employee Center portal. They can select a report type, fill out the necessary form, and then submit it.

    • Submit a safety incident as an employee – Submit a safety incident through the Employee Center to report it to the safety department for an investigation.

    • Submit a safety observation as an employee – Submit a safety observation through the Employee Center to report it to the safety department for an investigation.

    • Create a safety incident or observation as a safety agent or supervisor – Begin the investigation for a safety incident or observation by reporting it on behalf of an employee.

  • Manage – Use a structured approach to report, assess, and resolve workplace safety incidents and observations. You can also submit anonymous safety concerns so the organization can proactively manage risks and maintain a safe work environment.

    • Manage incidents and observations – As a member of the safety department, work on the submitted safety incidents and observations to resolve them and suggest corrective and preventative actions.

    • Assign a safety incident or observation – Assign a safety incident or observation to yourself or to another safety agent to start working on it.

    • Work on a safety incident – Work on a safety incident assigned to you to collect incident information, ensure that any outstanding tasks are completed, and resolve the incident.

      • Log safety incident sequence – Add hazards and log a sequence of events for a safety incident as part of its investigation.

      • Manage people involved – Add a person involved or modify the information of an existing person involved in a safety incident.

      • Log an injury and illness – Log an injury and illness that resulted from a health and safety incident.

      • Associate an asset – Associate an enterprise asset with a safety incident.

      • Perform root cause analysis for a safety incident – Perform a root cause analysis (RCA) for a safety incident as you go through its investigation.

    • Work on a safety observation – Work on a safety observation assigned to you to resolve it.

    • Create HR case – Create an HR case for an employee who is on leave because of an injury or illness or needs any other assistance from the HR department.

    • Create return to work case – If an employee is returning to work after an injury or illness, create a return to work case to assess the employee’s capability to work before they return.

    • Add action for an incident or observation – Add an action to address the root causes of the reported safety incident or observation. You can add multiple actions for the incident or observation.

    • Share an action with other teams – Share an action, independent of the incident or risk, with other groups or agents at another location, so that they can prevent the similar issue from happening at any of their locations.

    • Generate report for incident, observation, or injury – Generate a report for a safety incident, observation, or an injury that you want to export for your regional or industry-specific requirements.

    • Close a safety incident or observation – Close a safety incident or observation assigned to you when you complete all activities for resolving it.

    • Reopen a safety incident or observation – If a safety incident or observation requires further investigation after it was closed or canceled, you can reopen it to work on it again.

    • Manage anonymous safety concerns – You can submit, track, and manage an anonymous report and get it addressed without revealing the identity of the individual reporting the safety concern.

    • Submit an anonymous safety concern – Report a safety concern or observation without revealing your identity.

    • Follow up on an anonymous report – You can retrieve your anonymous report to submit or view comments and updates from the agents working on your anonymous report. You must have the report key and report number to access your anonymous report.

    • Work on an anonymous safety concern – Only an agent with the sensitive content role [sn_ohs_im.sensitive_observation_content_user] can view and work on the anonymous report in the Health and Safety Workspace.

  • Analytics – The Incident Management tab of the Health and Safety dashboard provides a comprehensive view for monitoring and analyzing safety incident metrics, including incident counts, injury data, observation trends, and action tracking across various organizational levels.

  • Reference – Learn about the components, such as the roles, tables, plugins, and store applications, that are installed when you install the Health and Safety Incident Management application.

    • Components installed – Several types of components are installed with installation of the Health and Safety Incident Management application, including tables, user roles, and scheduled jobs. The application also installs related plugins and store applications if they aren’t already installed.

    • Safety incident form – Safety managers and safety agents can use the Health and Safety incident form to create an incident record or to work on a safety incident.

    • Injury and illness fields – Safety managers and agents can use the Injury and illness form to log an injury or illness. A safety compliance manager can access an injury and illness report and mark it as recordable for reporting purposes. They can also use it to generate the injury and illness reports.

    • People Involved form – Safety managers and agents can use the People involved form to add or modify an involved person in a safety incident or observation assigned to them.

    • Domain separation and incident management – Domain separation is supported for Health and Safety Incident Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

  • Health and Safety injury and illness reports – As a compliance manager, you need to report on employee incidents related to the health and safety. With Health and Safety Incident Management, you can export reports for safety incidents and the injuries and illnesses that occurred in your organization.

  • Manage the list of establishments – Manage the establishment list for your organization​. The recordable injury and illness records are grouped using this establishment information for auto-filing and exporting the reports such as OSHA 300 and 300A forms.

  • Add total hours worked for an establishment – Add the total hours worked for an establishment annually.

  • Health and Safety Incident Management OSHA Content Pack – With the ServiceNow Health and Safety Incident Management OSHA Content Pack application, you can automatically fill and export OSHA forms for injuries and illnesses that happened in an establishment under your organization.

    • Configure settings – Set up the Health and Safety Incident Management OSHA Content Pack application to enable the generation of OSHA forms.

    • Install – You can install the Health and Safety Incident Management OSHA Content Pack application (com.snc.sn_hs_im_osha) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they aren’t already installed.

    • Update an OSHA form PDF template – Update a saved OSHA form PDF template if changes to an OSHA form PDF file are required.

    • Generate an OSHA 301 form – Generate an OSHA 301 form for an injury or illness associated with a safety incident.

    • Generate OSHA 300 or 300A form – Generate an annual 300 Log or 300A Summary OSHA form for all OSHA recordable injuries and illnesses that happened in an establishment between January 1 and December 31 of a calendar year.

    • View a saved OSHA 300 and 300A form – View a saved OSHA 300 and 300A form for an establishment.

    • Reference – Learn about the components, such as the tables and system properties that are installed when you install the Health and Safety Incident Management OSHA Content Pack application.

    • Components installed – Several types of components are installed with installation of the Health and Safety Incident Management OSHA Content Pack application, including tables and system properties.

    • Properties to configure PDF – Properties that you can use to configure PDF templates for OSHA forms.

  • Health and Safety Case Management – The ServiceNow Health and Safety Case Management application provides capabilities to support employees’ health and safety inquiries and their return to work after an injury or illness.

  • Explore – Learn more about Health and Safety Case Management and review the benefits it can provide for different users in your organization.

  • Configure – Set up your implementation for Health and Safety Case Management by installing the application and reviewing and configuring the components that are installed with the application.

    • Install case management – You can install the Health and Safety Case Management application (sn_hs_cm) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

    • Configure HR service for creating an HR case for an injury – Configure the HR service that you want to use for creating HR cases for injuries and illnesses.

  • Submit cases – Safety case manager can begin the resolution process by creating cases based on questions received from employees. Employees can also directly ask a health and safety-related questions from the Employee Center. They can fill out the Health and Safety question form, select an appropriate category for their question, and then submit it.

    • Ask a question from employee center – Ask a health and safety question from the safety department to request information such as health and safety procedures, training, or return to work.

    • Submit a safety compensation claim – Submit a compensation claim for a work-related incident or injury.

    • Create a safety case from the workspace – Begin the resolution process by creating cases based on questions received from employees.

  • Work on a case – Work on a safety case to provide information, ensure that any outstanding tasks are completed, and resolve the employee’s questions and compensation claims related to health and safety.

  • Universal Request for Health and Safety cases – With the integration of Health and Safety Case Management and Universal Request applications, you can provide a consistent user experience for employees while creating service requests.

    • Create Universal Request as employee – You can submit a Universal Request for Health and Safety cases from the Employee Center using the Request Help form.

    • Create Universal Request as agent – Agents can create and manage universal requests directly from the Health and Safety Workspace.

    • Manage a Universal Request from the Health and Safety Workspace – You can perform various actions on the Universal Request and the case associated with Universal Request from the Health and Safety Workspace.

    • Assign a safety case from the Universal Request – Assign the Health and Safety case that is associated with the Universal Request to an agent. If the assignment group is selected then an agent in that group can be selected.

    • Transfer a Universal Request from the Health and Safety Workspace – You can transfer a Universal Request to another department or services from the Health and Safety Workspace.

    • Create associated ticket for universal record – The agent working on the primary ticket of a Universal Request can request other departments for assistance in resolving a universal request (UR) by creating associated tickets for the UR.

  • Reference – Using the reference topics, learn about the components, such as the roles, tables, plugins, and store applications that are installed when you install the Health and Safety Case Management application.

    • Components installed – Several types of components are installed with installation of the Health and Safety Case Management application, including tables, user roles, and scheduled jobs. The application also installs related store applications if they aren’t already installed.

    • Case form – Safety case manager can use the safety case form to resolve health and safety questions that they receive from employees.

    • Domain separation and case management – Domain separation is supported for Health and Safety Case Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

  • Health and Safety Contractor Management – The ServiceNow Health and Safety Contractor Management application enables you to manage contractor companies and workers for their health and safety. With this application, you can confirm that contract workers have relevant certificates and skills and have completed the required trainings before they arrive at the site so that they can perform their job safely.

  • Explore – Learn more about Health and Safety Contractor Management and review the benefits it can provide for different users in your organization.

  • Configure – Set up your implementation for Health and Safety Contractor Management by installing the application and reviewing and configuring the components that are installed with the application.

    • Install contractor management – You can install the Health and Safety Contractor Management application (sn_hs_crm) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

    • Assign Health and Safety profile to a contractor worker – Assign the Health and Safety profile to all contractor workers who need to complete assigned tasks to work at your site.

  • Manage contractors – Using Health and Safety Contractor Management, contract coordinators can manage contractors for health and safety and know who is on site at all times.

    • Register a contractor company through Employee Center – Register a contractor company to initiate its health and safety pre-qualification process with safety contractor coordinators in your organization.

    • Add contractor company from workspace – Add a contractor company to prequalify it and its workers. You can then manage the contractor workers from this company for their health and safety.

    • Assign a task to a contractor worker – Assign tasks to the contractor workers to confirm that they’re up to date on prerequisite training and document uploads before they come on site.

    • Add a document to a contractor worker – Add any documents collected from a contractor worker or related to this contractor worker.

    • Grant site access to a contractor worker – When the contractor worker has completed all prerequisite tasks, you can grant them access to the site to perform required tasks.

    • Add a contractor from the workspace – Add a contractor worker to a company listed in the Health and Safety Workspace workspace.

  • Reference – Using the reference topics, learn about the components, such as the roles, tables, plugins, and store applications that are installed when you install the Health and Safety Contractor Management application.

    • Components installed – Several types of components are installed with installation of the Health and Safety Contractor Management application, including tables, user roles, and scheduled jobs. The application also installs related store applications if they aren’t already installed.

    • Domain separation and contractor management – Domain separation is supported for Health and Safety Contractor Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

  • Contractor Service Center – The ServiceNow Contractor Service Center enables the contract workers to self-service when coming on site to provide documentation, perform tasks, and report any health and safety issues or concerns when on site.

  • Explore – The Contractor Service Center is a centralized hub to manage and support contractors. It helps streamline contractor workflow, improve efficiency, and provide secure and high-quality functioning of various safety tasks.

    • Navigation overview – The widgets and quick links available on the contractor service center web interface provides a self-service access to the contractor to complete all tasks safely.

  • Configure – Set up your implementation for Contractor Service Center by installing the plugins and reviewing and configuring the components installed with it.

    • Install Contractor Service Center – You can install the Health and safety Contractor safety center [sn_hs_csc] application if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

    • Configure the Save as draft option – Configure the system properties to enable the Save as draft option for some catalog item. For example, on the permit to work form or for password reset.

    • Configure portal menu – As an admin you can configure the menu for the contractor service center. You can update the Quick links to get you started or the Explore our categories menu items, or create a menu item.

    • Configure portal theme – A theme is a collection of one or more style sheets (CSS files) that define a consistent look for a set of pages. Configure the default portal theme to apply your own theme to suit your branding and improve the visual design of the portal pages.

    • Configure portal web page – Edit or configure the Contractor Service Center web interface and use layouts to organize the columns that house the widgets.

  • Use – A contractor can use the Contractor Service Center to access site safety tools, protocols, documentation, raise health and safety requests, and request permits safely.

    • First time log in as a contractor – You can log in to the Contractor Service Center and create various health and safety requests, or access knowledge articles.

  • Reference – Using the reference topics, learn about the components, such as the roles, tables, plugins, and store applications that are installed when you install the Contractor Service Center application.

    • Components installed – Several types of components are installed with activation of the Contractor Service Center plugin, including tables, user roles, and scheduled jobs. The application also installs related store applications if they aren’t already installed.

    • Contractor service portal menu item form – Form field description for contractor service portal menu item.

    • Domain separation – Domain separation is supported for Contractor Service Center. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

  • Health and Safety Risk Management – The ServiceNow Health and Safety Risk Management application provides capabilities to enable workers, line managers, and safety personnel to work safely and reduce the likelihood of injuries that risks or hazards create.

  • Explore – Learn more about Health and Safety Risk Management and review the benefits it can provide for different users in your organization.

  • Configure – Set up your implementation for Health and Safety Risk Management by installing the application and reviewing and configuring the components that are installed with the application.

    • Install risk management – You can install the Health and Safety Risk Management application (sn_hs_rm) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

    • Create a safety risk category – Create or modify a risk category to group your workplace hazards into logical categories.

    • Define hazards – Identify and define potential workplace hazards related to a job or task type. Maintain a list of all hazards for all job types in your organization.

    • Create a safety control measure category – Create or modify a control measure category to group your safety controls into logical categories.

    • Define control measures – Define effective control measures to eliminate or minimize the risks associated with each workplace hazard to help prevent workplace accidents and injuries. Maintain a list of all the controls in place in your organization for every type of job and the associated risks.

    • Configure a safety risk matrix – Configure a safety risk matrix to define levels of risk using likelihood vs severity and to define risk tolerances.​ You can review and modify the risk matrixes available with the application or add new ones for your organization.

    • Define a job in the job register – Define jobs and their steps (if any), in the job register to predefine hazards and controls for each job type in your organization.

    • Configure smart assessment action creation – You can configure the property that enables you to create actions for the smart assessment questionnaire. This action creation can be enabled for one or more questions as needed.

    • Configure a smart assessment template – You can create smart assessment templates and add instructions, questions, and reference information by using the template designer in the Smart Assessment Engine application.

    • Configure a safety inspection or audit survey – Review surveys available with the Health and Safety Risk Management application. Modify the survey, or create one or more surveys to use for different workplaces or to check other areas of concern.

    • Define a category and measurement unit for an exposure type – Define a category and measurement unit for an exposure type. If needed, you can also associate a subcategory with an exposure type category.

    • Configure permit-to-work – Configure permit type, permit checklist, checklist type, and edit a permit form.

    • Configure a permit-to-work request – Edit existing questions on a permit to work form or add new questions.

    • Configure a permit type – Create a permit type to categorize risk and safety requirements for different types of work.

    • Configure a permit checklist – Create a permit checklist and link it to the permit type of a permit-to-work request.

  • Use – Learn how employees and risk teams use the Health and Safety Risk Management application to perform job safety analyses, perform risk assessments, maintain safety registers, conduct safety inspections and audits, and manage exposures for their workplace.

    • Job safety analysis – Job safety analysis (JSA) is a systematic process for identifying potential hazards at a worker’s point-of-work. The objective is to increase risk awareness and implement efficient controls to help prevent workplace accidents and injuries.​

    • Submit a JSA from Employee Center – Submit a job safety analysis (JSA) to identify potential hazards and control measures related to these hazards at your point-of-work.

    • View submitted JSAs in the workspace – View all submitted JSAs in Health and Safety Workspace. All JSAs that employees have submitted through the Employee Center or ServiceNow Now Mobile app are available to view in the workspace.

    • Safety risk assessment – The Risk Assessment is a process of identifying and evaluating potential hazards and risks associated with a process, system, product, or activity, and implementing measures that help prevent or mitigate those risks. The feature enables the safety of people and proactively reduce safety incident rates.

    • Conduct a risk assessment – Conduct a safety risk assessment to identify and manage potential hazards and risks, and to ensure the safety of your employees and the public.

    • Perform a safety risk analysis – For a risk assessment, perform risk analyses of identified hazards and choose control measures to assess how they impact and mitigate the hazard.

    • Create a risk analysis from a job – Create a risk analysis by importing hazards and controls from a predefined job in the job register to a risk assessment.

    • Assess a hazard and its risk levels – Review the identified hazards in a risk analysis and choose their control measures to assess how they impact and mitigate the risk.

    • Add an action for a safety risk – Add an action to address an identified risk or implement control measures necessary to improve workplace safety. You can add multiple actions for a hazard or control measure.

    • Safety inspections and audits – With Health and Safety Risk Management, safety teams can schedule, assign, and conduct workplace safety inspections and audits of particular activities, processes, or areas at their establishments.

    • Set up a safety inspection schedule – Set up an inspection schedule to create a safety inspection at a future date, or to schedule recurring safety inspections, such as daily or weekly, or monthly at once.

    • Create and manage a safety inspection – Create a safety inspection to manage your workplace inspection of a particular activity, process, or an area. Review the questionnaire responses and add findings, root cause analyses (RCA), and actions for the inspection.

    • Set up a safety audit schedule – Create an audit schedule and define the top-level audit details and the recurrence, for example, monthly or bi-monthly.

    • Create and manage a safety audit – Create a safety audit for a process or regulation with formalized assessment criteria, and record the information collected at each stage—before, during, and after the audit.

      • Add people involved in a safety audit – Add people involved to record all participants in a safety audit — their roles, responsibilities, and the objectives and actions assigned to them.

      • Define an objective for a safety audit – Define an objective to add detailed goal and scope of the safety audit. You can create as many objectives as the audit requires.

      • Import scope from an existing safety audit – Import scope to copy the audit details, people involved, and objectives (including criteria and items for review) from an existing audit.

      • Add a finding for a review item in a safety audit – Record a finding for a review item during an audit and perform a root cause analysis (RCA) for it.

      • Monitor safety audit progress and outcomes at a glance – Use the Overview tab in a Health and Safety audit to quickly assess the audit completion status and outstanding items.

      • Submit a safety audit, finding, or action for approval – When completed, submit the safety audit, finding, or action for approval and start the approval workflow.

      • Review results and compare with previous audits – Record the audit result and outcomes and compare them with previous audits to identify trends and track progress over time.

    • Complete a survey through Employee Center – Complete a safety inspection or audit survey assigned to you through the Employee Center.

    • Add a finding and root cause analysis for a safety inspection – Record a finding based on the survey results for a safety inspection and perform a root cause analysis (RCA) for it.

    • Add an action for a safety inspection or audit – Add an action for each finding to address any issues or implement measures necessary to improve workplace safety. You can add multiple actions for an inspection or audit finding.

    • Add an action from survey response in safety inspection through Employee center – Learn to add actions to the survey responses on a safety inspection or audit survey to access safety issues discovered during a safety walk.

    • Assign safety inspection to agents – Multiple safety agents can be assigned to the same inspection record to enable a collaborative effort. While only one agent can be assigned at a time to a survey related to an inspection record, it allows clear ownership and maintains overall team coordination. This collaboration can be achieved from both Employee center and Health and Safety Workspace.

    • Safety registers – Safety Registers help safety teams and line managers to keep track of hazardous materials like chemicals and asbestos, as well as attach Safety Data Sheets (SDSs) that employees can easily access.

    • Manage your safety registers – Manage your safety registers to log and keep track of the hazardous materials used in your organization, along with Safety Data Sheets (SDSs).

    • Access a safety register document in Employee center – Access and view safety register documents for chemicals and asbestos through the Employee Center.

    • Safety exposure management – With exposure management, safety team and industrial hygienists can manage exposures and exposure assessments so they can control any harmful effects on workers.

    • Define an exposure type – Identify and define a potential workplace exposure type present in a location in your organization. Maintain a list of all exposures types across your organization.

    • Create an exposure assessment for an exposure type – For an exposure type, create an exposure assessment for a site location. You can also generate exposure assessments for multiple locations in your organization at once for an exposure type.

    • Perform an exposure assessment for a location – Perform an exposure assessment for an exposure type for each site location in your organization.

      • Define an action schedule for affected people – Define an action schedule for the people affected by an exposure. The action schedule creates an action for each affected person when there’s an active exposure for an exposure assessment.

      • Add a measurement and exposure source for an exposure assessment – Add a measurement recorded for the exposure type when performing an exposure assessment.

    • Permit-to-work system – The permit-to-work system streamlines the management of requests for work permits for potentially hazardous activities and provides an efficient process for issuing these permits.

    • Create a request – The permit-to-work request is submitted by the worker who will be carrying out a job with significant risk.

    • Approve or reject a permit-to-work request – Review the permit and approve or reject it through Employee Center.

    • Issue a permit to work – A permit coordinator can issue a permit after the permit approver approves a request.

    • Add an action to a request – Create a Health and Safety action to a requested permit-to-work. This helps to address the root cause of any reported safety occurrence.

  • Analytics – The Risk Management tab of the Health and Safety dashboard provides a comprehensive and interactive view for monitoring and analyzing safety risk metrics. By providing real-time insights into inspections, job safety analyses (JSAs), and various hazard and risk categories, it enables you to proactively identify trends, respond swiftly to emerging issues, and continuously enhance workplace safety across all organizational levels.

  • Reference – Using the reference topics, learn about the components, such as the roles, tables, plugins, and store applications that are installed when you install the Health and Safety Risk Management application. Reference topics also provide additional information about the lists and forms that you use to configure and use Health and Safety Risk Management.

    • Components installed – Several types of components are installed with installation of the Health and Safety Risk Management application, including tables, user roles, and scheduled jobs. The application also installs related store applications if they aren’t already installed.

    • Submit JSA form – Employees can use the Submit JSA form to analyze their job safety at their point of work and create a JSA.

    • Risk matrix form – Safety team can use the risk matrixes to create and conduct risk assessments in the Health and Safety Workspace.

    • Risk assessment form – Risk assessment managers can use the risk assessment form to conduct their risk assessments.

    • Hazard assessment form – Risk assessment managers can use the hazard assessment form to review a hazard and choose their control measures and assess their risk levels.

    • Inspection schedule form – Safety inspection manager can use the inspection schedule form to set up a recurring workplace safety inspection.

    • Audit schedule form – The safety audit manager can use the audit schedule form to set up a recurring workplace safety audit.

    • Audit questionnaire form – The safety audit manager can use the audit questionnaire form to assign a smart assessment or survey to be conducted as part of a safety audit.

    • Audit objective form – The safety audit manager can use the audit objectives form to define the objectives and scope of a safety audit.

    • Audit finding form – When an audit’s item for review is complete, the safety auditor can use the Findings form to log findings gathered from the review or survey responses.

    • Action schedule form for an exposure – The industrial hygienist can use the action schedule form for an action to be created when there’s an active exposure.

    • Permit-to-work request form – Description of the form to request a permit to work.

    • Choice new record form – Field description to add a new choice to create a new permit type.

    • Variable set new record form – Field description to create a new variable set record.

    • Variable new record form – Field description to create a new variable record.

    • Domain separation and risk management – Domain separation is supported for Health and Safety Risk Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

  • Health and Safety Environmental Management – The ServiceNow Health and Safety Environmental Management application is a solution in Health and Safety that focuses on environmental conformance. It provides a chemical management feature that enables organizations to manage chemicals, handle emissions and waste, and support regulatory conformance.

  • Explore – Health and Safety Environmental Management helps organizations centralize and streamline the tracking of hazardous materials and chemicals. It reduces the reliance on manual processes and spreadsheets, improving data accuracy and conformance.

    • Chemical management overview – The chemical management solution is designed to scale for organizations with large chemical inventories and complex conformance needs. It provides tools for managing chemical requests, approvals, and risk assessments, supporting safer workplace practices.

  • Configure – Set up your implementation for Health and Safety Environmental Management by installing the application and reviewing, and configuring the components that are installed with the application.

    • Install environmental management – You can install the Health and Safety Environmental Management if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they aren’t already installed.

    • Configure the chemical request approval flow – Modify the chemical request approval flow using Flow designer.

    • Configure approver based on location – Configure approvers according to the location name entered on the request form. Multiple approvers can be associated with a single location.

    • Migrate SDS – Migrate your existing safety data sheets (SDS) from Chemical safety register to chemical item in Health and Safety Environmental Management.

  • Use – Learn how to use the Health and Safety Environmental Management application to manage and track chemicals for your organizations.

    • Chemical management – Use the Health and Safety Environmental Management application to view the chemical library, raise chemical requests, and submit the requests for approvals.

    • View the chemical library as an employee – The chemical library is a centralized repository that lists all chemicals used or managed by an organization. Employees can access the chemical library through the Employee Center.

    • Create chemical request – Employees can request a chemical available in the chemical library or initiate a request for a new chemical from the Employee Center.

    • Submit a chemical request for approval – A chemical manager reviews a chemical request received from the employee and submits it for approval by the approver.

    • Approve or reject a chemical request – The approver or the chemical manager can approve or reject the chemical request in the Employee Center.

    • Create a chemical record for a chemical – The chemical manager can create a chemical record for the new chemical request that has been approved.

    • Complete a chemical record manually – Chemical manager can complete the chemical record for an approved chemical manually if an integration with the 3E service provider is not available.

    • Delete a chemical record – When a chemical is no longer needed or was created in error, deleting it permanently removes the record from the system.

    • Request a safety data sheet (SDS) – You can request a safety data sheet (SDS) from the chemical record to view the safety data for that chemical. The SDS can be downloaded in different languages.

    • Monitor and manage the Regulatory list for a chemical substance – Use the Regulatory tab on a chemical substance record to quickly assess regulatory conformance status, review regulations, and track upcoming and overdue regulatory obligations.

  • Reference – Using the reference topics, learn about the components, such as the roles, tables, plugins, and store applications that are installed when you install the Health and Safety Environmental Management application. Reference topics also provide additional information about the lists and forms that you use to configure and use Health and Safety Environmental Management.

    • Components installed – Several types of components are installed with activation of the Health and Safety Environmental Management plugin, including tables, user roles, and scheduled jobs.

    • Chemical request form – Field and description for a chemical request form. The chemical request form is used by an employee to request for an existing or a new chemical.

    • Chemical form – Field description for a chemical form that the chemical manager uses to create a chemical by manually completing the form.

    • Chemical ingredient form – The field description for the chemical ingredient form is as follows.

    • Chemical item form – The chemical manager uses the chemical item form to add a new chemical item record. The field and its descriptions are as follows.

    • Regulatory list regulation form – Chemical managers can use the regulatory list regulation form to create a regulation for the chemical substance manually.

  • Integration with third-party services – Extend the capabilities of the Health and Safety applications by integrating it with other third-party systems.

  • 3E – Enables you by reducing manual effort in obtaining data, improving data accuracy, and streamlining workflows. This integration promotes easier access and management of information in one unified environment.

    • 3E Protect – 3E provides an external API called 3E Protect that integrates with Health and Safety Environmental management to automate chemical safety information retrieval and maintenance.

    • Explore 3E Protect – 3E Protect is an external API service that provides access to a vast database of chemical metadata and Safety Data Sheets (SDS).

    • Enable 3E integration – Configure the property that enables retrieving safety data sheets, SOP’s and other metadata from the 3E database to the chemical library. This property enables users to have the necessary safety information before they use the chemical.

    • Configure 3E Protect application registry – Configure 3E integration with Health and Safety Environmental Management to retrieve current chemical data.

    • Configure OAuth authentication for the 3E Protect API – Configures the 3E Credentials record and obtains the OAuth access token required to authenticate with the 3E Protect API.

    • Sync with service provider – You can sync details of chemicals, such as hazard identification, chemical ingredients, and others, with the 3E database to ensure that current information is accessible.

    • 3E Regulatory Intelligence – 3E regulatory intelligence is an extension of the 3E service provider integration that retrieves regulatory list data for chemical substances directly from the 3E server.

    • Explore 3E Regulatory Intelligence – 3E Regulatory Intelligence is an API provided by 3E that works by retrieving regulatory list regulations from the 3E server to individual chemical substances.

    • Configure 3E regulatory application registry – Configure 3E Regulatory Intelligence with Health and Safety Environmental Management to retrieve regulatory list data from 3E server and populate the Regulatory tab on chemical substance records.

    • Configure OAuth authentication for the 3E Regulatory Intelligence API – Configure the 3E Regulatory credentials alias with the Client ID and Client Secret required to authenticate with the 3E Regulatory Intelligence API.

    • Create a regulatory list manually – If you don’t have an integration with 3E, you can create a regulatory list manually to review regulatory requirements, in-force dates, and conformance status of the chemical substance.

    • Sync regulatory list – You can trigger a sync with the 3E Regulatory Intelligence server to retrieve all regulatory list data associated with a chemical substance based on its CAS (Chemical Abstracts Service) number.

  • Mobile experience for Health and Safety – Enable your employees to submit health and safety incidents and observations, Job safety analyses (JSAs), access safety knowledge base, and more on their mobile device using the ServiceNow mobile applications.

  • Configure mobile apps to access Health and Safety applications – Configure the ServiceNow mobile apps to access Health and Safety applications for submitting safety incidents, observations, and job safety analyses (JSAs).

  • Add Health and Safety launcher tab to Now Mobile app configuration – Add a Health and Safety launcher screen tab to your Now Mobile app configuration. With this launcher tab, your employees can open the Health and Safety Incident Management application in the Now Mobile app on their mobile device.

  • Configure offline mode in the Now Mobile app for Health and Safety – Setup offline mode in the Now Mobile app for Health and Safety so that users can access it even without an internet connection.

  • Submit a safety incident or observation through the Now Mobile app – Submit a safety incident or observation to report it your organization’s safety department.

  • Report a safety incident or observation in the offline mode – Report a safety incident or observation in the offline mode-without an internet connection- through the Now Mobile app. Once you go online, the incidents or observations reported offline are synchronized automatically.

  • Access safety knowledge articles through the Now Mobile app – Access your company’s health and safety knowledge base on your mobile device using the ServiceNow Now Mobile app.

  • Submit a JSA through the Now Mobile app – Submit a job safety analysis (JSA) to identify hazards related to your job and identify control measures that should be in place at your point-of-work.

  • View a safety register document in the Now Mobile app – View safety register documents for hazardous material on your mobile device using the ServiceNow Now Mobile app.

  • Manage Health and Safety incident using the Mobile Agent app – As a safety agent, you can create or manage a safety incident using the Mobile Agent app.

    • Create or modify a safety incident – A safety agent can create or edit a safety incident through the Mobile Agent app.

    • Create or modify injury and illness record – Log an injury or illness that resulted from a health and safety incident for each person affected during the incident on the Mobile Agent app.

    • Create or modify the people involved – Add a person involved or modify the information of an existing person involved in a safety incident using the Mobile Agent app.

    • Create or modify root cause analysis – As an agent or a manager, create or edit a root cause analysis on-site using the Mobile Agent app.

    • Create or modify actions – Add an action to address the root causes of the safety incident. You can add multiple actions for the incident.

  • Manage safety inspections and audits through the mobile apps – Use the Mobile Agent or the Now Mobile app apps to manage Health and Safety inspections and audits.

    • Create and manage a safety inspection in Mobile Agent app – Create a safety inspection using the Mobile Agent app without scheduling an inspection to manage your workplace inspection.

    • Manage the smart assessment for safety inspections and audits from mobile app – Use the Mobile Agent app to create and manage smart assessments for safety inspections and audits as an agent. You can also partially save the smart assessment questionnaire in the offline mode.

    • Complete a smart assessment – Use the Mobile Agent app to complete a smart assessment questionnaire for Health and Safety inspection or audit as an agent.

    • Create actions or findings for the smart assessment questionnaire – You can create actions or findings for every question in the smart assessment questionnaire. For example, to report a hazard observed while completing the smart assessment questionnaire.

    • View the smart assessment result – You can view the smart assessment that was completed as part of the safety inspection or audit.

    • Reassign a smart assessment – You can assign the smart assessment for an inspection or an audit to yourself if you belong to the same assignment group.

    • Manage the safety inspection and audit surveys through mobile app – Learn how to set up and manage safety inspections and audits using the Mobile Agent app.

    • Configure the create action check box for safety inspection survey in the Mobile Agent app – Determine the survey field types that should display the Create action option when inspection agents complete the survey in the Mobile Agent app.

    • Complete a safety inspection or audit survey in the offline mode – Complete a safety inspection or audit survey assigned to you in the offline mode-without an internet connection- through the Mobile Agent app.

    • Add actions for safety inspections survey in Mobile Agent app – Learn how to use the Mobile Agent app to create actions for an inspection survey in online or offline mode.

  • ServiceNow Otto for Health and Safety – Use the ServiceNow ServiceNow Otto for Health and Safety application to summarize a health and safety incident. You can enable your safety agent and safety manager to generate concise, informative flash reports that can be quickly shared with relevant stakeholders.

  • Explore – With the ServiceNow Otto for Health and Safety application, safety agents and managers can use generative AI to summarize the safety incidents.

    • Supporting information – Get a quick overview of the important information that is related to the ServiceNow Otto for Health and Safety application.

    • Explore AI agents – AI agents help to improve live agent productivity by using AI agents to perform tasks.

  • Configure – Configure the ServiceNow Otto for Health and Safety application.

    • Install now assist – If you have the admin role, you can install the ServiceNow Otto for Health and Safety application (sn_hs_gen_ai) to enable generative AI capabilities for summarizing safety incidents on your instance.

    • Activate a skill – Activate a ServiceNow Otto for Health and Safety skill to enable the safety team to use the generative AI skills from Health and Safety Workspace and the Core UI.

    • Skill inputs – Get a quick overview of the skill inputs for ServiceNow Otto for Health and Safety.

    • Configure AI agents – Learn how to configure AI agents to execute agentic workflows with AI agents and mapped tools.

    • Install AI agents – Install AI agents on your ServiceNow instance to enable the agentic AI experience.

    • Configure conversational AI – Learn how to configure conversational AI for Health and Safety incidents and observations.

    • Configure Conversational AI safety incident report – An admin can configure the default ServiceNow Otto for Virtual Agent assistants and the default ServiceNow Otto panel assistants (Platform). Configuring the assistants enables the ServiceNow Otto panel on the Employee Center and the Health and Safety workspace.

    • Configure keywords for conversational AI – Configure keywords on the incident and observation record producers to enable conversational Health and Safety reporting in the ServiceNow Otto panel.

    • Configure incident patterns – Learn how to configure Health and Safety incident patterns.

    • Configure the generation of incident patterns – Configure the scheduled jobs that generate the incident patterns from the safety incident records to run at a particular interval or time.

    • Configure the inclusion of sensitive data in incident patterns – Configure whether safety incident records with sensitive data should be included in the incident pattern analysis.

    • Configure cleanup of pending AI action suggestions – Configure how long the pending AI-generated action suggestions are retained before they are automatically deleted.

  • Use generative AI skills – Use the integration of generative AI with Health and Safety Incident Management to summarize incident patterns.

    • Summarize an incident – Generate a summary from the fields that you selected on the safety incident and quickly understand the incident context by using the Health and Safety incident summarization skill in the ServiceNow Otto for Health and Safety application.

    • Incident pattern analysis – The incident pattern analysis tool automatically detects recurring patterns across health and safety incidents.

    • Analyzing safety incident patterns – The Incident patterns tab of the Health and Safety dashboard provides safety managers with an automated, real-time overview of the recurring patterns across their safety incident data.

    • Work on an incident pattern record – Understand the fields and related lists of the incident pattern record.

    • Conversational AI report – Use the ServiceNow Otto panel conversational interface to report Health and Safety incidents and observations that enables you to engage with live agents, virtual agents, or both.

    • Generate AI‑suggested actions – Generate AI-suggested safety actions in Action planner to quickly identify and create corrective measures for Health and Safety records.

  • Use agentic workflows – Use the Health and Safety agentic workflow collection to complete tasks autonomously through the ServiceNow Otto panel.

    • Create actions for safety incidents agentic workflow – Use the Create actions for safety incidents agentic workflow to suggest actions automatically for a specific incident and create actions in the Health and Safety workspace.

    • Help resolve health and safety cases agentic workflow – Use the Help resolve health and safety cases agentic workflow to enable faster resolution of cases. It enhances the management of Health and Safety cases by improving the time to response for safety teams.

    • Health safety incident patterns assistant agentic workflow – Use the Health safety incident patterns assistant agentic workflow to analyze Health and Safety incident patterns.

  • Reference – Using the reference topics, learn about the components, such as the roles, tables, plugins, and store applications that are installed when you install the ServiceNow Otto for Health and Safety plugin.

    • Components installed – Several types of components are installed with activation of the ServiceNow Otto for Health and Safety plugin, including tables, user roles, and scheduled jobs.

    • Incident pattern form – Safety agents and managers can review the confidence score, urgency, and other factors, and the AI-generated pattern summary.

    • Skills, AI agents, and agentic workflows – You can identify whether a ServiceNow Otto for Health and Safety skill or agentic workflow is active by default or if it must be activated.

  • Critical Event Management – The ServiceNow Critical Event Management (CEM) application enables streamlined response to critical events and global threats. It provides end-to-end management of critical events with structured, repeatable playbooks, facilitating efficient task assignment across teams and locations.

  • Explore – Learn how to create and manage critical event tickets, assign tasks to on-site responders, and track the impacted people.

    • Dashboard – The dashboard for Critical Event Management (CEM) in the Health and Safety Workspace gives a comprehensive view of all active, ongoing, and resolved critical events, enabling agents to monitor and manage incidents effectively.

    • CEM Critical event record – You can use the Critical Event Management application to create a critical event record.

    • Playbook tab – The Playbook tab in Critical Event Management (CEM) provides an agent a step-by-step guide for managing critical events. It tracks tasks across different phases and confirms that all necessary actions are completed.

    • Notification center tab – On a critical event record, the Notification center has preformatted communication templates that agents can send to impacted people and on-site responders during critical situations.

    • Impacted people tab – In Critical Event Management (CEM), agents can view a list and update the status of impacted people in a critical event.

    • Related records tab – In Critical Event Management (CEM), the Related records tab enables agents to view and manage critical event tasks, Health and Safety incidents, child critical events, and any sent notifications linked to the current critical event.

    • Critical event portal – On-site responders use the critical event portal in Critical Event Management to conduct roll calls, coordinate individuals to the assembly point, and gain a complete view of the emergency.

    • Employee portal – All employees in an organization can access the Employee portal using the Critical Event Management application.

  • Configure – As an admin you can customize the Critical Event Management application by installing the application and reviewing and configuring the components that are installed with the application.

    • Install Critical Event Management – You can install the Critical Event Management application with the admin role. If the demo data and related applications aren’t installed by default, the application includes demo data to install them.

    • Location hierarchy and child locations – The list of impacted people is populated based on the selected location and includes individuals from any child locations in the Location [cmn_location] table hierarchy.

    • Configure groups – Create groups and assign roles to individuals in the group.

    • Add members to the group – Add members to the group mapped to a location.

    • Add roles to a member – Add roles to a member of the group mapped to a location.

    • Add roles to the group – Add roles to groups that are mapped to a location.

    • Map on-site responder group with location – Map the on-site responder groups with the location, enabling these groups to be automatically populated when the location is selected in a new critical event.

    • Define communication plans, tasks, and recipients – Define the communication plan, tasks, and recipients that help the agent create a communication task to send out mass notifications.

    • Configure Twilio to send SMS notifications – To enable the SMS feature for sending notifications, configure the Twilio telephony service.

    • Configure application properties – Configure the application properties for Critical Event Management (CEM) to access the map feature on the dashboard and to. set the maximum contacts for Email and SMS according to organizational needs.

    • Configure notification templates to send email – Configure notification templates that agents can use to compose and send emails during a critical event.

    • Configure emergency procedures for employee portal – Configure the knowledge articles that appear in the Policies and Procedure section of the Workplace Emergency page.

  • Report critical events – Report a critical event as an agent or an employee, and self-report your status as an employee.

    • Report as an agent – Create a ticket to report a critical event in Critical Event Management as an agent when an emergency alarm is raised offline.

    • Use a critical event playbook – A critical event playbook in Critical Event Management provides a step-by-step guide to help you manage a critical event from initiation to resolution.

    • Report as an employee – Create a ticket to report a critical event in Critical Event Management as an employee.

    • Self-report your status – Self-report your status as an employee in a critical event through the email or SMS notification that you receive from an agent or responder.

    • View emergency procedures – View the emergency procedures as an employee by logging in to the employee portal.

  • Send notifications during a critical event – Send critical event notification to impacted people and on-site responders in Critical Event Management to inform them of the situation and request their response.

    • Create a communication task – Create an on-demand, customized message for a critical event in Critical Event Management, choose how often to send it, and select the communication channels.

    • Manage the recipients of a communication task – Add or edit the list of recipients for various communication tasks.

  • Manage impacted people – Generate and manage an impacted people list,view an impacted person’s record, and update their status in Critical Event Management.

    • Generate impacted people list – Generate an impacted people list for a critical event in Critical Event Management. The impacted people list is used to account for every individual in the critical event location.

    • Add a person manually to the impacted people list – Manually add people to the impacted people list who may have visited the critical event location. Adding people help account for visitors, as their names won’t be automatically generated in the impacted people list.

    • Export an impacted people list – Export an impacted people list as a PDF, CSV, JSON, or Microsoft Excel file in Critical Event Management and either download or email the file.

    • View an impacted person record – View and track the status of an impacted person’s record as an agent in Critical Event Management.

    • Mark the status of impacted people as an agent – Take attendance of the impacted people in Critical Event Management and request help if needed.

    • View notifications received – View the list of notifications received for an impacted person in Critical Event Management.

    • Conduct a roll call as an on-site responder – Mark the status of the impacted people in a critical event in the responder portal. You can also manually add more impacted people in the list.

  • Manage related records – Manage the related records in the Related records Related Item of a critical event in Critical Event Management. Related records include other critical event tasks, Health and Safety incidents, child critical events, and sent notifications.

    • Create an incident in CEM – Report a Health and Safety incident through the Related records Related Item in Critical Event Management.

    • Relate a child critical event – Mark duplicate or related critical events as child events and link them under the main, parent event.

    • View sent notifications for a critical event – View all notifications sent for a critical event in the Related records Related Item in Critical Event Management.

  • Reference – Reference topics offer additional information about the lists and forms that you use to configure and operate the Critical Event Management application.

    • Components installed – Several types of components are installed with the Critical Event Management application, including tables and user roles.

    • Critical Event form – Field descriptions on the form for a critical event. It includes the Critical Event form section and the Closure form section.

    • Impacted people status – Descriptions of the possible statues for impacted people.

    • Communication form – Field descriptions on the form for a communication task.

    • Communication plan form – Field description to add a new communication plan.

    • CEM email templates – Various email templates are available depending on the purpose of the communication, whether it’s for employees, or on-site responders.

    • New member form – Field descriptions to add a new member to a group mapped to a location.

  • Safe Workplace – ServiceNow Safe Workplace applications help you reopen your workplaces and support the health and safety of your employees after emergencies and pandemics like COVID-19.

  • Employee Readiness Surveys – The ServiceNow Employee Readiness Surveys application lets you evaluate the readiness of your workforce to return to the workplace by asking users to complete a survey.

    • Install Employee Readiness Surveys – You can install Employee Readiness Surveys if you have the admin role. Installing Employee Readiness Surveys adds notification options and a default health readiness survey to the Emergency Outreach app.

    • Configure Employee Readiness Surveys notifications – The administrator can add or modify Employee Readiness Surveys notifications. Users with the sn_imt_checkin.checkin_admin or survey_admin role can view the base system survey and copy it to make changes, or add a new survey.

    • Modify the Employee Readiness Surveys notification – The administrator can add or modify Employee Readiness Surveys notifications. Users with the sn_imt_checkin.checkin_admin or survey_admin role can view the base system survey and copy it to make changes, or add a new survey.

    • Add an Employee Readiness Surveys email notification – The administrator can add or modify Employee Readiness Surveys notifications. Users with the sn_imt_checkin.checkin_admin or survey_admin role can view the base system survey and copy it to make changes, or add a new survey.

    • Configure Employee Readiness Surveys – Review the default Employee workplace readiness survey installed with the Employee Readiness Surveys app. Modify the survey, or create one or more surveys to use based on the readiness concerns that you want to address and any legal obligations under applicable law, including data protection laws.

    • Add Employee Readiness Surveys – Review the default Employee workplace readiness survey installed with the Employee Readiness Surveys app. Modify the survey, or create one or more surveys to use based on the readiness concerns that you want to address and any legal obligations under applicable law, including data protection laws.

  • Employee Health Screening – Screen users before entering the workplace to ensure compliance with the organization’s entry requirements, such as a temperature check and PPE. Require that users agree to comply with health and safety policies before they return to the workplace.

    • Install Employee Health Screening – You can install the Employee Health Screening application if you have the admin role. This application includes demo data and installs the related store applications and plugins if they are not already installed.

    • Components installed with Employee Health Screening – You can install the Employee Health Screening application if you have the admin role. This application includes demo data and installs the related store applications and plugins if they are not already installed.

    • Configure Employee Health Screening – Set properties to specify the global maximum temperature thresholds in Fahrenheit and Celsius. Temperatures taken during a health screening are compared to the global temperature threshold, established by the company, to allow or deny entry.

    • Set up Employee Health Screening properties – Set properties to specify the global maximum temperature thresholds in Fahrenheit and Celsius. Temperatures taken during a health screening are compared to the global temperature threshold, established by the company, to allow or deny entry.

    • Override maximum temperature by location – Set properties to specify the global maximum temperature thresholds in Fahrenheit and Celsius. Temperatures taken during a health screening are compared to the global temperature threshold, established by the company, to allow or deny entry.

    • Modify the employee health verification page – Set properties to specify the global maximum temperature thresholds in Fahrenheit and Celsius. Temperatures taken during a health screening are compared to the global temperature threshold, established by the company, to allow or deny entry.

    • Modify visitor notification emails – Set properties to specify the global maximum temperature thresholds in Fahrenheit and Celsius. Temperatures taken during a health screening are compared to the global temperature threshold, established by the company, to allow or deny entry.

    • Add message for users during health screening – Add an optional custom message for people to read during their health screenings with additional information or guidelines.

    • Add an email notification for daily health verification – Add an Employee Readiness Surveys email notification to use for sending the survey link.

    • Verify your health status and compliance – Verify that you understand and will comply with your organization’s safety requirements and policies before you can be allowed entry to the location.

    • Conduct a health screen for entry – Use a health screen to verify a person’s return requirement status to determine whether the person is able to enter the location.

    • Screen a visitor for entry to the workplace – Verify the visitor’s entry requirement status on your smartphone, tablet, or computer. Then complete and submit the health screening form to determine whether the visitor is able to enter the workplace.

    • Monitor progress with the Employee Health Screen Overview dashboard – View the dashboard to monitor the entry requests and assess how the return to the workplace is progressing. Evaluate the number of entry requests, how many requests were denied entry, and for what reason.

    • View entry requests – Filter the list of entry requests that were completed to evaluate different areas of your return to work progress. Entry requests are the records submitted by the health screener for each employee who is screened before entry.

  • Workplace Core – Use the ServiceNow Workplace Core application to create safer, managed processes for returning employees to the workplace and staying open. Establish distancing plans, shift assignments, and sanitation scheduling and manage workspace allocation in stages. The Workplace Core is also available as a core application in the Workplace Service Delivery suite.

    • Install Workplace Core – You can install the Workplace Core application if you have the admin role. This application includes optional demo data.

    • Components installed with Workplace Core – Several types of components are installed with installation of the Workplace Core application, including user roles, scheduled jobs, tables, and business rules.

    • Properties installed with Workplace Core – Customize the properties available with Workplace Core.

    • Providing your workplace data – In the Workplace Core application, provide data related to your workplace locations so you can efficiently assign shifts to employees and designate workspaces for these shifts.

    • Create records for your workplace data – Create individual records of your workspaces, floors, office buildings, and workplace locations within the Workplace Core application. Either insert new data or add records to the existing workplace data.

    • Upload a workplace floor plan – Upload Drawing eXchange Format (.dxf) files of floor plans that you can configure and use to reserve space for your employees.

    • Update a workplace floor plan – Update a workplace floor plan by uploading a new plan.

      • View your workplace floor plan update logs – After updating your workplace floor plan, you can view all changes made.

    • Configuring spreadsheets to import workplace data – Doing a bulk import of the data of all your workspaces into the Workplace Core application through a spreadsheet enables you to avoid manually entering redundant data for each workspace, which saves time and effort.

      • Configure an existing workspaces spreadsheet – Doing a bulk import of the data of all your workspaces into the Workplace Core application through a spreadsheet enables you to avoid manually entering redundant data for each workspace, which saves time and effort.

      • Create a workplace data spreadsheet – Doing a bulk import of the data of all your workspaces into the Workplace Core application through a spreadsheet enables you to avoid manually entering redundant data for each workspace, which saves time and effort.

    • Import your workspaces data from an Excel spreadsheet – Import your workspaces data from an Excel spreadsheet into the Workplace Core application.

    • Add a space type configuration – Configure the different types of workspaces available in a workplace. You can add spaces based on different space types (Workspace/Desk). Space type enables employee to identify the different types of workspace available on a floor

    • Mapping employees to their designated workspaces – Map your employees to their designated workplace locations in Workplace Core to automatically fill in that detail in reservation requests and to take advantage of auto-assignment of workspaces if that feature has been enabled.

    • Map designated workspaces to user profiles – Map existing designated workspaces to employee user profiles in Workplace Core. This mapping is used to automatically allocate workspaces for employees so they don’t have to select a workspace manually when requesting a reservation.

    • Assign the workplace user role to employees – Set rules in Workplace Core to assign the workplace user role to employees in only the specific countries where you are starting a return to office operations.

    • Configuring shifts for your workplace – Configure shifts for your organization in the Workplace Core application so you can efficiently plan and manage your workplace by assigning employees and workspaces to those schedules.

    • Define shifts for your workplace – Define shifts in Workplace Core with specific schedules so you can designate areas or workplace and assign employees for each shift.

    • Assign employees to a shift – Associate employees with a shift in Workplace Core so that they operate from the office only in the shifts to which they are assigned. Workplace managers can later reserve workspaces for these employees according to their assigned shifts.

    • Associate areas and spaces with a shift – Associate work areas and spaces with a shift in Workplace Core so that they are available only for that shift. Workplace managers can later reserve these workplace for employees operating in that shift.

    • Managing workplace shifts that you own – Review the workplace shifts that you own in Workplace Core and update the shift details if necessary. You can also monitor the reservations and requests made for the workspaces associated with these shifts.

    • Update details of the shifts that you own – Review the workplace shifts that you own in Workplace Core and update the shift details if necessary. You can also monitor the reservations and requests made for the workspaces associated with these shifts.

    • Review workplace reservations for shifts that you own – Review the workplace shifts that you own in Workplace Core and update the shift details if necessary. You can also monitor the reservations and requests made for the workspaces associated with these shifts.

    • Managing workplace reservations for employees – Reserve available areas or spaces for your employees and review pending reservation requests from employees in Workplace Core so you can ensure physical distancing measures when they return to the workplace. Once you make reservations, employees are notified about the locations to which they have access. The Workplace Service Delivery also offers more advanced workplace reservation options in the Workplace Reservation Management application.

    • Define the capacity of workplace areas – Set the capacity for areas of your workplace in Workplace Core to enable reservations for the area. The capacity ensures a limit to the workplace reservations for these areas so you can ensure safety guidelines.

    • Create workplace reservations for an employee – Create workplace reservations for an employee in the Workplace Core application using the shifts and shift schedules that you defined.

    • Create workplace reservations for multiple employees – Automatically generate workplace reservations in bulk for all employees assigned to a shift for a single day or multiple days.

    • Review pending workplace reservation requests – Review pending workplace reservation requests from employees in Workplace Core and assign available workplaces to complete these requests.

    • Setting and tracking arrivals at the workplace – Workplace managers can set arrival intervals in Workplace Core for different locations at your workplace with defined capacities to facilitate staggered entry of employees into the office. Employees can then choose from the defined arrival slots.

    • Define arrival schedules at the workplace for employees – Define arrival slot times in Workplace Core for different locations at your workplace and indicate the capacity for each slot. Establishing arrival schedules enables safe staggered entry of employees to these locations.

    • Schedule your arrival time at a workplace location – Schedule your arrival in Workplace Core at locations at your workplace so you can prevent long lines and safely enter the location.

    • Updating arrival schedules at the workplace – Define building time zones, change the capacity of an arrival schedule, and set the schedule to active or inactive.

    • Making workplace reservations – Make workplace reservations in Workplace Core when you are ready to return to the office. You can reserve a workplace for a day or less directly or request a workplace for a specified period. Once a reservation request is approved and confirmed, you are notified about the reservation details.

    • Request a workplace reservation for multiple days – Request a workplace reservation for the days during which you want to return to office by using Workplace Core.

    • Reserve a workplace for a day – Reserve workplaces for a day on which you want to return to the office by using Workplace Core.

    • Approve employee workplace reservation requests – Review employee area and space reservation requests in Workplace Core and approve or reject them.

    • Managing workplace tasks – Using workplace tasks in Workplace Core, workplace managers can monitor workplace activities that are created and scheduled in the workplace for each shift. They can also schedule planned or on-demand maintenance tasks and generate reports to track the progress of these activities.

    • Configure a workplace task template – Configure templates in Workplace Core that can be used to create workplace tasks. You can either modify predefined workplace task templates or create your own templates and associate them with workplace tasks.

    • Create a workplace task checklist – You can create a unique checklist for each workplace task template in Workplace Core. You can also quickly create a checklist from an existing checklist template.

      • Save a workplace task checklist as a template – You can save a Workplace Core workplace task checklist as a template for easy reuse. A template saves time by adding checklist items automatically in a record where you use it.

    • Configure an HTML template – Configure a signing template that you want to make available for signing the completed Workplace Core workplace tasks. You can configure the default signing template available with the application or create a new template.

    • Create planned task definitions – Create planned task definitions in Workplace Core to help workplace managers easily generate tasks that are often repeated and independent of shifts such as cleaning coffee vending machines or cleaning floors. You can quickly specify the task details and the frequency at which the task is to be performed.

    • Generate planned workplace tasks – Using planned task definitions in Workplace Core to create planned tasks independent of shifts for recurring activities. For example, you can generate tasks for a selected number of days for cleaning all floors and buildings at midnight every day.

    • Create an ad hoc workplace task – Create an ad hoc task in Workplace Core for unplanned activities. For example, if you notice that something isn’t clean in an area or want the area to be cleaned again, you can create an ad hoc workplace task to get the cleaning done immediately.

    • Sign a completed workplace task – As the workplace manager for a space, sign the workplace tasks Workplace Core for complete and closed activities. Signing a task generates a PDF document for the workplace activity, which is useful for compliance procedures.

    • Workplace knowledge management – As a workplace admin, you can create knowledge base articles for employees. In the articles, provide information to your employees about workplace services, such as workplace updates, self-help, troubleshoot, and others.

    • Create a workplace knowledge base article – Provide information to employees through knowledge base articles. Create knowledge base articles with information about workplace updates, self-help, troubleshoot steps, and others.

    • Publish a workplace knowledge base article – After creating a knowledge base article, publish the article to make it available for employees.

    • View workplace knowledge base articles – View workplace-related updates, processes, and other information in the knowledge base articles that your team created. Rate articles that you find useful.

    • Modify a workplace knowledge base article – Update a knowledge base article at any time. Retire a published article or republish a retired article.

    • Workplace Service Portal – The Workplace Service Portal is a self-service portal for employees, delivering workplace services from a central location. Employees can make reservations, view knowledge base articles, submit and review requests, and get help using virtual agent chat support.

    • Workplace dashboards – Use the Workplace dashboards in Workplace Core to get a consolidated view of multiple workplace-related metrics so you can quickly check space utilization and monitor the progress of workplace tasks. Real-time information provides insights to enable making decisions such as how many people in the workforce can be allowed at a given time into the office space.

    • Workplace Manager Dashboard – Use the Workplace Manager dashboard to monitor the space allocation and workplace maintenance activities at your office campus. For any given day, you can view the details for available spaces, space reservations, pending workplace requests, arrival times for different locations, employee arrivals, and maintenance tasks.

    • Workplace dashboard in Workplace Service Portal – Use the Workplace Dashboard from Workplace Service Portal to visually analyze the available workspace capacity, space request and reservation trends, and monitor the maintenance tasks of your workplace. You can also reserve a space for an employee or create a workplace maintenance task directly from this Workplace Service Portal page.

  • Workplace PPE Inventory Management – Use the ServiceNow Workplace Personal Protective Equipment Inventory Management application to manage PPE inventory to help safeguard the physical safety of your workforce. Monitor the availability of PPE at different locations, fulfill employee requests for PPE, and track PPE assigned to employees.

    • Install Workplace PPE Inventory Management – You can install Workplace PPE Inventory Management if you have the admin role.

    • Components installed with Workplace PPE Inventory Management – You can install Workplace PPE Inventory Management if you have the admin role.

    • Set up Workplace PPE Inventory Management – Complete setup tasks to start using Workplace PPE Inventory Management. Create models for PPE items, add PPE items to your service catalog, add PPE stock, and create stock rules.

    • Create models for PPE items – Create models to record the types of PPE in your inventory.

    • Add PPE models to Service Catalog – Add PPE models through Service Catalog so employees can request the items they need.

    • Add PPE stock – Add stock for a PPE model to track the availability of the item at different locations.

    • Reduce PPE stock – Reduce stock for a Personal Protective Equipment (PPE) model to reflect accurate inventory at different locations.

    • Create stock rules for PPE – Create a stock rule to automatically resupply a stockroom with an item.

    • PPE Inventory Overview dashboard – Use the PPE Inventory Overview dashboard to track PPE items that are in stock, on order, and assigned to employees.

    • Request PPE – Use Service Catalog to request personal protective equipment (PPE) for you to use at your workplace.

    • Fulfill a request for PPE – View employee requests for personal protective equipment (PPE). Fulfill the requests to make sure that employees get the PPE they need to stay safe at the workplace.

    • Assign PPE to employees – You can assign PPE directly to an employee without them submitting a request.

  • Safe Workplace Dashboard – The ServiceNow Safe Workplace Dashboard provides leaders in HR, Workplace Services, and Health & Safety with a complete view of operations. Leaders have visual insight into the status of work sites and users to determine whether a site is ready to resume a safe operation.

    • Install the Safe Workplace Dashboard – Install the Safe Workplace Dashboard application. You can install this application If you have the admin role.

    • Components installed with the Safe Workplace Dashboard – Install the Safe Workplace Dashboard application. You can install this application If you have the admin role.

    • Safe Workplace Dashboard properties – Install the Safe Workplace Dashboard application. You can install this application If you have the admin role.

    • Safe Workplace Dashboard widgets – Install the Safe Workplace Dashboard application. You can install this application If you have the admin role.

    • Create a campus to appear on the Safe Workplace Dashboard – You can create a campus from existing locations to appear on the Safe Workplace Dashboard.

    • Auto-map a location and create a campus – Create multiple campuses automatically by mapping them from locations so that they appear on the Safe Workplace Dashboard.

    • Manually map a location and campus – Manually map an existing location to an existing campus and site using Campus Locations.

    • Manually map a location to a campus (Workplace Core) – Use Workplace Core as an alternative to the Safe Workplace Dashboard to manually map a location to a campus so that it appears on your Safe Workplace Dashboard.

    • Alert types used with the Safe Workplace Dashboard – Alert types define the ServiceNow Performance Analytics (PA) thresholds used to generate alerts on the Safe Workplace Dashboard. Alerts are generated from application data once per day.

    • Using the Safe Workplace Dashboard – By using a map, you can review your organization’s status regarding personnel and facility readiness to reopen.

    • Add a vaccination widget to the Safe Workplace Dashboard – As an admin, add the Safe Workplace Dashboard Vaccination widget to the Safe Workplace Dashboard Site View portal page.

  • Contact Tracing – The ServiceNow Contact Tracing application helps organizations reduce workplace transmission of infectious diseases, such as COVID-19, by identifying any on-site users who might have been in contact with an affected user. The user receives updates about the number of reported cases or symptoms in the location. A list of potentially exposed users is created from various data inputs, such as badge scans, Wi-Fi access logs, and daily contact logs.

    • Install Contact Tracing – You can install Contact Tracing if you have the admin role.

    • Components installed with Contact Tracing – You can install Contact Tracing if you have the admin role.

    • Setting up Contact Tracing – Configure system properties, scheduled jobs, script includes, Wi-Fi access log integration, and outreach notifications to aggregate contact tracing information for various data sources.

    • Set up Contact Tracing properties – Configure system properties to adjust how contact tracing data is used.

    • Domain separation and Contact Tracing – Domain separation is supported for the ServiceNow Contact Tracing application. The application helps organizations reduce workplace transmission of infectious diseases, such as COVID-19, by identifying anyone on site who might have been in contact with an affected person.

    • Modify the scheduled data import job – As an administrator, review and modify the scheduled data import jobs used for importing badge access and Wi-Fi access data from an Excel file into the Contact Tracing application.

    • Configure the time zone setting for badge and daily log data – Add a script include in the Global scope to consider the affected user’s time zone when you run a diagnostic request using the badge reader or user daily log data source.

    • Configure an email notification for the daily contact log – Configure a custom email notification to use with Emergency Outreach notifications so you can request that users submit a list of other users they came in contact with throughout the workday.

    • Configure an Emergency Outreach notification for the daily contact log – As an administrator, create or configure the Emergency Outreach notification to send email and mobile push notifications to employees to ask them to submit a list of co-workers whom they have interacted with on a given day.

    • Configure Contact Tracing data retention settings – Configure the data retention settings for the data collected for contact tracing such as badge swipe data, employee daily contact logs, and cases.

    • Create a requirement for potentially exposed contacts to return to work – Create a requirement for potentially exposed employees to meet to verify that they are eligible to return to work.

    • Create a requirement for employees to acknowledge the privacy consent request – Create a requirement for your employees to respond to the privacy consent request before entering the workplace to facilitate the use of their data for contact tracing.

    • Configure an email notification for an exposure notice – Configure an email notification to use in the Emergency Outreach to send to potentially exposed contacts in an exposure case to notify them of potential exposure from an affected employee.

    • Configure an Emergency Outreach notification for the exposure notice – Configure an Emergency Outreach notification to send email and mobile push notifications to potentially exposed employees in an exposure case to notify them of a potential exposure from an affected employee.

    • Configure contact tracing visualization to show vaccination status – Configure Contact Tracing so case managers can view the vaccination status of potentially exposed contacts in the contact tracing visualization.

    • Setting up data privacy consent settings for Contact Tracing – As an admin, you can configure privacy consent templates, location-based privacy configurations, email notifications, and outreach notifications for sending privacy consent alerts in Contact Tracing.

      • Modify or add a privacy consent template for Contact Tracing – Modify or add a privacy consent template to be used in the location privacy configuration.

      • Generate location-based privacy configurations for Contact Tracing – As an administrator, generate the privacy configuration for locations set up in your instance.

      • Create a custom Emergency Outreach notification channel – Create a custom Emergency Outreach notification channel to send privacy consent requests using your company’s preferred communication method, such as the Slack or Microsoft Teams collaboration platforms. Create the notification channel using a script or a subflow.

      • Configure an email notification for a privacy consent request – Configure an email notification to use in the Emergency Outreach app to request that employees review the organization’s privacy policy and provide their consent to use their data for contact tracing.

      • Configure an Emergency Outreach notification for Contact Tracing privacy consents – As an administrator, create or configure an Emergency Outreach notification to send email and mobile push notifications to employees requesting them to view the privacy policy and seeking their consent to use their data for contact tracing.

    • Map handheld computing devices assigned to employees – Map handheld computing devices that are assigned to employees and running the Zebra MotionWorks software to record proximity logs for contact tracing using those devices.

    • Configure KINEXON integration – Configure Contact Tracing and enable the KINEXON SafeZone tracing system to use data from KINEXON wearable devices in diagnostic requests. This data enables the identification of potentially exposed contacts based on the interactions and proximity of users with KINEXON wearable devices.

    • Virtual Agent conversations for Contact Tracing – Contact Tracing provides a Virtual Agent conversation to assess the health of potentially exposed contacts via SMS.

      • Send Exposure Case Task Surveys automatically via SMS – Contact Tracing provides a Virtual Agent conversation to assess the health of potentially exposed contacts via SMS.

    • Maintaining user data privacy in Contact Tracing – The Contact Tracing application enables your organization to maintain the data privacy of all users given the high sensitivity of the data collected throughout the contact tracing process.

    • User privacy consent for Contact Tracing – The Contact Tracing application enables you to send notification to users seeking their consent for contact tracing. You can use user data for contact tracing based on the privacy configuration set for a location and the user response to the privacy consent.

    • Send an Emergency Outreach notification for employee privacy consents in Contact Tracing – Send an Emergency Outreach notification, on demand, to employees to provide the privacy policy and seek their consent to use their data for contact tracing.

    • Respond to a request for privacy consent in Contact Tracing – When you receive an email or mobile notification for privacy consent, read the privacy policy statement and submit a response indicating whether you agree to the usage of your data for contact tracing.

      • Submit a privacy consent for Contact Tracing from a mobile phone – When you receive an email or mobile notification for privacy consent, read the privacy policy statement and submit a response indicating whether you agree to the usage of your data for contact tracing.

    • Review user privacy consents in Contact Tracing – Review user privacy consent responses submitted by employees in answer to notifications seeking their consent to use their data for contact tracing.

    • Collecting user badge data – In the Contact Tracing application, manage data for user badges and badge readers. Identify potentially exposed users who may have come in contact with affected users by importing their badge swipe data into the application.

    • Add badge reader details – Create entries for all badge reading devices that are installed at your workplace to control employee access to building, floors, and workspaces.

    • Add user badges – Add user badges that are assigned to employees to use with badge readers when they enter or exit controlled access locations in the workplace. These badges can be used with badge readers for building entry, exit gates, or floors.

    • Import your badge reader data from an Excel spreadsheet – Import your badge reader data from an Excel spreadsheet into the Badge Access Register table.

    • Collecting risk scores in Contact Tracing – Identify at-risk and potentially exposed users by importing and monitoring risk scores from their wearable devices and external systems.

    • Configure Devvio integration – Configure Contact Tracing properties to import risk scores from the DevvTrace platform using the Devvio API.

    • Retrieving Wi-Fi access log data –

    • Add wearable devices assigned to employees – Add wearable devices such as Bluetooth LE-enabled devices that are assigned to employees to enable them to connect to the Wi-Fi network in your workplaces.

    • Create an organization and load sites – Create an organization for which you are collecting the Wi-Fi access logs using Mist Systems. After you have created an organization, load sites using a scheduled job.

    • Configure Cisco DNA Spaces settings for Wi-Fi access logs – Set up the Cisco DNA Spaces integration for Wi-Fi access logs.

    • Import your Wi-Fi access logs spreadsheet – Import Wi-Fi access logs from an Excel spreadsheet into the Wi-Fi Access Register table.

    • Use Wi-Fi access logs from Mist Systems – Identify potentially exposed employees using Wi-Fi access logs from Mist Systems.

    • Use imported Wi-Fi access logs – Identify potentially exposed employees by manually importing Wi-Fi access logs into the Wi-Fi Access Register table.

    • Tracking employee contacts using daily logs – After employees start returning to the workplace, use daily contact logs to help promote the health and safety of all your employees. Let employees submit a list of other people with whom they come in contact during the day. Send mobile and email push notifications to employees to submit their contact log for the day.

    • Send an Outreach notification for the daily contact log – Send an Emergency Outreach notification, on demand, to employees to ask them to submit a list of co-workers whom they have interacted with on a given day.

    • Submit a list of contacts that you interacted with at the workplace – Submit a list of people that you’ve come into contact with at the workplace to help your organization identify on-site employees who may have been in contact with a potentially exposed coworker.

      • Submit the daily contact log from a mobile phone – Submit a list of people that you’ve come into contact with at the workplace to help your organization identify on-site employees who may have been in contact with a potentially exposed coworker.

    • Review daily log responses – Review daily contact log responses from employees who received a push notification requesting a list of contacts that they interacted with at the workplace.

    • Managing cases to follow up with potentially exposed contacts – When an employee who returns to the workplace is classified as positive for a condition, such as COVID-19, the case manager creates a case to identify and follow up with potentially exposed contacts.

    • Create a case for an affected employee – As a case manager, create a case for an affected employee to identify and follow up with other employees who might have come in contact with the affected employee.

    • Identify potentially exposed contacts – As a case manager, run the diagnostic request to identify other employees who might have come in contact with the affected employee.

    • Send notification to potentially exposed contacts in a case – As a case manager, send an outreach notification to potentially exposed employees to notify them of a potential exposure from an affected employee.

    • Create a case task to follow up with an exposed employee – As a case manager, create case tasks for potentially exposed employees. Assign these tasks to contact tracers to follow up with them to evaluate their health status.

    • Follow up with potentially exposed contacts – As a case task owner, contact potentially exposed users to follow up on their health status using the predefined instructions and survey questions.

    • Working on a case through contact tracing visualization – The contact tracing visualization in a case is a graphical representation of the affected user and potentially exposed contacts.

  • Health and Safety Testing – Streamline the user health testing process to help organizations reduce the spread of infectious diseases in the workplace.

    • Install Health and Safety Testing – You can install Health and Safety Testing if you have the admin role.

    • Components installed with Health and Safety Testing – You can install Health and Safety Testing if you have the admin role.

    • Configure Health and Safety Testing – Complete all configuration tasks to ensure that Health and Safety Testing is set up correctly for your company.

    • Set up Health and Safety Testing properties – Complete all configuration tasks to ensure that Health and Safety Testing is set up correctly for your company.

    • Configure country-specific data retention settings for Health and Safety Testing – Complete all configuration tasks to ensure that Health and Safety Testing is set up correctly for your company.

    • Add COVID-19 test providers – Complete all configuration tasks to ensure that Health and Safety Testing is set up correctly for your company.

    • Customize the notification for potentially exposed individuals – Complete all configuration tasks to ensure that Health and Safety Testing is set up correctly for your company.

    • Set up privacy consents for Health and Safety Testing – Complete all configuration tasks to ensure that Health and Safety Testing is set up correctly for your company.

    • Request a COVID-19 diagnostic test – Request a COVID-19 diagnostic test if you have been potentially exposed, are having symptoms, or want testing for another reason.

    • Report your COVID-19 diagnostic test result – If you would like to provide your company with an update on your health status, report your COVID-19 diagnostic test result.

    • Review your health test results – If you would like to review your recently reported COVID-19 diagnostic test result or add an attachment to a health test, access your previous test results.

    • Confirm COVID-19 test results for a user – Confirm a user’s reported COVID-19 test results through the Employee Readiness Core Approval Portal.

    • Health and Safety Testing dashboard – Use the Health and Safety Testing dashboard to gain insight on the health of your users with reports detailing testing trends, the types of tests performed, and approvals.

  • Employee Readiness Core – Use the ServiceNow Employee Readiness Core application to track employee data across all Safe Workplace suite and ServiceNow Emergency Response Management applications.

    • Install Employee Readiness Core – You can install Employee Readiness Core if you have the admin role.

    • Components installed with Employee Readiness Core – You can install Employee Readiness Core if you have the admin role.

    • Employee Health and Safety Status – Use the Employee Health and Safety Status feature to track when people are ready to return to the workplace.

    • Set up Employee Health and Safety Status properties – Set up Employee Health and Safety Status properties to configure the email notifications that are sent to visitors.

    • Create health and safety user records – Create health and safety user records to track requirement statuses for all employees and visitors.

    • Activate a health and safety requirement – Activate requirements to track when employees are ready to return to the workplace or to safely travel to another site. You can also activate requirements that visitors must complete before entering the workplace.

    • Create a health and safety requirement – Create requirements to track when employees are ready to return to the workplace or visit a site. You can also create requirements that visitors must complete before entering the workplace.

    • Deactivate a health and safety requirement – If you no longer need employees to fulfill a requirement before returning to the workplace, deactivate the requirement.

    • Included health and safety requirements – Employee Readiness Core provides pre-built requirements.

    • View your health and safety status – View your health and safety status page to check your progress on company requirements for returning to the workplace or visiting a site.

    • View your users’ health and safety status – View the health and safety status of your team to check their progress on company requirements for returning to the workplace.

    • Invite a visitor to the workplace – Submit a visitor invitation to send an email to your visitor with information about their upcoming visit. Before visitors can enter the workplace, they must respond to the email and agree to comply with the safety requirements and policies listed in the email.

    • Add a Safe Workplace audience – Add a collection of users for Emergency Outreach notifications. Target individual users or specific users based on criteria such as location, department, or group.

    • Synchronize Employee Readiness Core visitors with Workplace Visitor Management – As an administrator, synchronize the visitor tables in the Employee Readiness Core and Workplace Visitor Management applications.

    • My Safe Workplace – Use the ServiceNow My Safe Workplace page to view all of your information and resources for returning to the workplace. Manage your requirement status for workplace entry, update your health status, track workspace reservations, and create requests for PPE or testing.

    • Set up My Safe Workplace – Use the ServiceNow My Safe Workplace page to view all of your information and resources for returning to the workplace. Manage your requirement status for workplace entry, update your health status, track workspace reservations, and create requests for PPE or testing.

    • Maintaining privacy consent in Employee Readiness Core – The Employee Readiness Core application enables your organization to maintain the data privacy of all employees and obtain consent to various privacy policies in Safe Workplace suite applications.

    • Setting up privacy consent settings – As an administrator, you can configure privacy consent templates, location-based privacy configurations, and notifications used to send privacy consent alerts for Safe Workplace suite applications.

      • Modify or add a privacy consent template – Modify or add a privacy consent template to be used in the location privacy configuration for Safe Workplace suite applications.

      • Generate location-based privacy configurations – As an administrator, generate the privacy configuration for locations set up in your instance to use with Safe Workplace suite applications.

    • Send an Emergency Outreach notification for employee privacy consents – Send an Emergency Outreach notification, on demand, to employees to provide a privacy policy and seek consent to use of their data in accordance with the privacy policy.

    • Submitting privacy consents – When you receive an email or mobile notification for a privacy consent, read the privacy policy statement and submit a response indicating whether you agree to the use of your data.

      • Respond to an email notification request for privacy consent – When you receive an email or mobile notification for a privacy consent, read the privacy policy statement and submit a response indicating whether you agree to the use of your data.

      • Submit a privacy consent from a mobile phone – When you receive an email or mobile notification for a privacy consent, read the privacy policy statement and submit a response indicating whether you agree to the use of your data.

    • Review user privacy consents – Review user privacy consent responses submitted by employees indicating their response to requests for consent to use their data in accordance with a privacy policy.

    • Employee Readiness Core Approval Portal – The Employee Readiness Core Approval Portal enables you to approve or deny submitted COVID-19 vaccine doses, vaccine exemptions, and health tests.

  • Employee Travel Safety – Use the ServiceNow Employee Travel Safety application to help support safe travel for employees by verifying the site safety and policy compliance of destinations, monitoring employee health status, and keeping a contact log during travel.

    • Install Employee Travel Safety – You can install Employee Travel Safety if you have the admin role.

    • Components installed with Employee Travel Safety – You can install Employee Travel Safety if you have the admin role.

    • Configure Employee Travel Safety – Complete all configuration tasks to ensure that travel notifications and approvals are set up correctly for your company.

    • Set up travel approvers – Complete all configuration tasks to ensure that travel notifications and approvals are set up correctly for your company.

    • Set up Employee Travel Safety properties – Complete all configuration tasks to ensure that travel notifications and approvals are set up correctly for your company.

    • Modify the travel approval flow – Complete all configuration tasks to ensure that travel notifications and approvals are set up correctly for your company.

    • Customize notification emails – Complete all configuration tasks to ensure that travel notifications and approvals are set up correctly for your company.

    • Request permission to travel – Before booking travel in a travel management system, request permission for your trip. Your manager or a travel approver can approve or reject your request based on infectious diseases, such as COVID-19 case data and a site safety evaluation for your destination.

    • Create a request to travel – Before booking travel in a travel management system, request permission for your trip. Your manager or a travel approver can approve or reject your request based on infectious diseases, such as COVID-19 case data and a site safety evaluation for your destination.

    • Manage a travel request – As a manager or travel approver, you can approve or reject travel requests.

    • Approve or reject travel requests – As a manager or travel approver, you can approve or reject travel requests.

    • Cancel a travel request – Cancel a travel request when appropriate, such as when a meeting can be held virtually. You, your manager, or a user with the sn_imt_travel.approver role can cancel a travel request.

  • Vaccination Status – The ServiceNow Vaccination Status application gives HR departments the ability to track the status of user vaccinations in the workplace. Organizations can collect vaccination data for workforce planning, as needed based on business requirements, and report on the readiness of the workplace. Users are empowered to submit documentation of completed vaccinations to meet their organization’s health and safety requirement for a safe return to the workplace, while administrators can track the status of user vaccination in the workplace. Status updates can be made manually by the user.

    • Install Vaccination Status – You can install Vaccination Status if you have the admin role.

    • Components installed with Vaccination Status – You can install Vaccination Status if you have the admin role.

    • Set up Vaccination Status properties – Set up Vaccination Status properties to define the data retention period for user-reported vaccination status data, manage reminder emails, and enable exemptions.

    • Automating vaccine response reviews – Your organization can automatically validate and review vaccine responses with Vaccination Status by integrating third-party validator services and enabling workflows.

    • Validate vaccine responses automatically – Configure Vaccination Status so that validator services can validate vaccine responses automatically with information from supported attachments.

    • Automate reviews of vaccine responses – Configure Vaccination Status to automatically approve reviews using the results of vaccine validations.

    • Automating vaccine response reviews with the Azure Form Recognizer service – Your organization can automatically review and validate vaccine responses with Vaccination Status by integrating with the Azure Form Recognizer service.

      • Configure Azure Form Recognizer integration for automatic vaccine response reviews – As a Vaccination Status admin, configure Vaccination Status to work with Azure Form Recognizer service and automate vaccine response approvals.

    • Configure country-specific data retention settings for Vaccination Status – Configure the data retention settings for vaccine responses so your data retention policy is country-specific.

    • Set up privacy consent for Vaccination Status – Set up privacy consent for users who are providing their vaccination data to your organization.

    • Configure vaccine or vaccine booster types for Vaccination Status – Create or modify vaccine or vaccine booster types that people can use to report their vaccination status.

    • Virtual Agent conversations for Vaccination Status – Vaccination Status provides a Virtual Agent conversation that enables users to report their vaccination status via SMS.

    • Report vaccination status to your organization – Provide your organization with information about whether you received a vaccine and the date that you received it.

    • Review your vaccine responses – If you would like to review your recently reported COVID-19 vaccinations or add an attachment to a record, access your previous vaccine responses.

    • Confirm the reported vaccination status for a user – As a Vaccination Status admin or manager, use the Employee Readiness Core Approval Portal to confirm a user’s reported COVID-19 vaccination status.

    • Request a vaccine exemption – Request a vaccine exemption from your organization with information about why you require an exemption.

    • Confirm a vaccine exemption request for a user – As a Vaccination Status admin or manager, use the Employee Readiness Core Approval Portal to approve or deny a user’s vaccine exemption request.

    • Viewing vaccine profile records – Vaccine profiles contain vaccination information for vaccine admins to review, such as a user’s vaccination date, whether users are exempt from receiving a vaccine, or the results of their most recent COVID-19 tests.

    • Vaccination Status dashboard – Use the Vaccination Status dashboard to review reports that can provide insight into the vaccination status of your organization.

  • Integrating with Safe Workplace suite – Integrate ServiceNow Safe Workplace suite data with a third-party system. For example, you can integrate Employee Health Screening data with badge reader software to ensure compliance with your workplace entry requirements.

    • Subscribe to request for entry updates – Send the result of each Employee Health Screening entry request to a third-party system by configuring a webhook.

    • Send data to the Employee Health Screening log – Send data from a third-party system to the Employee Health Screening application log table. You can use this table to create reports and monitor health trends.

    • Get employee or visitor health data – Send a GET request for Employee Health and Safety Status data to use in your third-party system. Get data to determine an employee or visitor’s current health status.

  • Mobile experience for Emergency Response Management – Manage the essential steps for return to workplace from anywhere using the Safe Workplace for mobile app.

    • Install Safe Workplace for mobile – Install the Now Mobile app and Safe Workplace for mobile app.

    • Report your health status in Now Mobile – Use the Now Mobile app to report your health status.

    • View your health status in Now Mobile – Use the Now Mobile app to view your health status record.

    • Manage the status of your direct reports in Now Mobile – Use the Now Mobile app to view the health status of your direct reports.

    • Reassign tasks to your team members in Now Mobile – As a manager, view a list of tasks assigned to your team members and reassign the tasks to other team members.

  • Domain separation for Safe Workplace – The Safe Workplace suite applications support domain separation at the Basic level with the exception of Safe Workplace Dashboard.

• Workplace Service Delivery – Provide employees with a single place to manage workplace tasks like reserving rooms, ordering supplies, reporting maintenance issues, or requesting cleaning with the ServiceNow Workplace Service Delivery. Reduce the back-end complexity of setting up and maintaining a streamlined experience for your workplace.

  • Workplace Service Delivery applications – ServiceNow Workplace Service Delivery provides a suite of applications for improved employee experience and productivity. Download the ServiceNow Workplace Service Delivery Suite, ServiceNow Workplace Service Delivery Professional, or ServiceNow Workplace Service Delivery Enterprise to automatically install all the Workplace Service Delivery applications at once.

  • Workplace Core – The ServiceNow Workplace Core application enables you to create safer, managed processes for employees in the workplace. You can establish distancing plans, shift assignments, and sanitation scheduling. Manage your workspace allocation in stages. The Workplace Core is the core application of the Workplace Service Delivery suite.

  • Workplace Safety Management – The ServiceNow Workplace Core application manages workplace locations, reservations, visitors, and moves for your organization.

    • Workplace Service Portal – The Workplace Service Portal is a self-service portal for employees, delivering workplace services from a central location. Employees can make reservations, view knowledge base articles, submit and review requests, and get help using virtual agent chat support.

    • Workplace services on the Employee Center portal – Avail workplace-related services using the Employee Center portal. The Employee Center portal is a unified portal that brings all the employee-related services at one place.

    • Virtual Agent for Workplace Service Delivery – Workplace Service Delivery provides you with delivered conversations in Virtual Agent, which is an automated chatbot that enables employees to request services or raise inquiries. The Virtual Agent is available on the Employee Center where employees can find all their workplace-related information.

  • Configure – Install Workplace Core application. Provide your workplace data to configure spreadsheets and import workplace data. Modify your existing spreadsheets. Upload floor plans to provide floor maps for a selected floor.

    • Install Workplace Core – You can install the Workplace Core application if you have the admin role. This application includes optional demo data.

    • Providing your workplace data – In the Workplace Core application, provide data related to your workplace locations and designate workspaces.

    • Create records for your workplace data – Create individual records of your workspaces, floors, office buildings, and workplace locations within the Workplace Core application. Either insert new data or add records to the existing workplace data.

    • Upload a workplace floor plan – Upload Drawing eXchange Format (.dxf) files of floor plans that you can configure and use to reserve space for your employees.

    • Update a workplace floor plan – Update a workplace floor plan by uploading a new plan.

    • Configuring spreadsheets to import workplace data – Import work location data in bulk through spreadsheets into the Workplace Core application to avoid manually entering redundant data for each workplace, which saves time and effort.

    • Configure an existing workspaces spreadsheet – Import work location data in bulk through spreadsheets into the Workplace Core application to avoid manually entering redundant data for each workplace, which saves time and effort.

    • Create a workplace data spreadsheet – Import work location data in bulk through spreadsheets into the Workplace Core application to avoid manually entering redundant data for each workplace, which saves time and effort.

    • Activate Virtual Agent for Workplace Service Delivery – Activate Virtual Agent for Workplace Service Delivery to provide user assistance to employees through a chat interface.

  • Manage workplace safety activities – Monitor your workplace activities. Perform workplace-related actions using the Workplace Core application such as import data, managing locations and configuring other workplace-related settings.

    • Import your workspaces data from an Excel spreadsheet – Import your workspaces data from an Excel spreadsheet into the Workplace Core application.

    • Add a space type configuration – Configure the different types of workspaces available in a workplace. You can add spaces based on different space types (Workspace/Desk). Space type enables employee to identify the different types of workspace available on a floor

    • Configure a workplace card – Create a workplace card to be used in your workplace applications.

    • Configure a space details card – Configure a space card in the Location Directory, Kiosk Indoor Mapping, or Reservation by updating the card’s template with the specific details that you want to customize. You can configure a new field, button, or style for each space card.

    • Block a workplace location – Block a workplace location for a specific period. The blocked workplace location is unavailable during the specified period for any type of reservation on the Workplace Reservation Management Reservation portal.

    • Configure Workplace entity and entity types – Create a business hierarchy based on your organization’s businesses. Allocate workplace locations based on the business to which they’re associated with. Configure workplace entity types and workplace entities to create the structure. For example, add entity types such as Business Units, Marketing Units, and associate workplace entities such as ITSM, Facilities, and more under them.

    • Add a workplace entity type – Create an entity type according to your organizational requirement. You can group your workplace entities under this entity type and perform various actions on all entities that belong to this type at a time.

    • Add workplace entities to an entity type – Create workplace entities based on your organization’s business structure. Specify the entity type to which they belong. You can also specify a parent to the entity based on its hierarchy.

    • Managing Neighborhoods – Neighborhoods are a group of spaces assigned to employees within an organization. A neighborhood can be located anywhere within the organizational structure.

    • Create a neighborhood for workplace users – Create a neighborhood and assign users to available spaces in a neighborhood. Add or remove users in bulk and allocate available neighborhood spaces to users in a department, cost center, or group.

    • Add a user to the neighborhood – Assign one or more users to a neighborhood. Create a workplace profile and add the user directly.

    • Add or edit a neighborhood assignment of a workplace profile – Add a user or edit a user’s neighborhood assignment from their workplace profile directly.

    • Edit a user assignment of a neighborhood – Edit an existing user’s workplace profile assigned to the neighborhood.

    • Edit workplace location – Add a workplace location to a user assignment or update the existing workplace location of the user assignment.

    • View neighborhoods in Workplace Core – View existing neighborhoods with assigned spaces and user allocation.

    • Enable favorites option for Workplace Service Portal – Enable employees to set a workplace location as their favorite while using the Workplace Service Portal. Integrate with Employee Service Center to configure the favorites option.

    • Create a workplace performer criteria – Configure the users who are permitted to perform important actions in Workplace Service Delivery. Add approvers to approve workplace cases and reservations that are created through Workplace services.

    • Create an approval definition – Add an approval definition so that you can implement an approval process that is over that definition. The approval is applied on reservations that match the conditions.

    • Add a workplace approval configuration – Add approvers to an approval definition. The assigned approvers receive the approval requests of those reservations that match the conditions defined in the approval definition.

    • Mapping employees to their designated workspaces – Map your employees to their designated workplace locations in Workplace Core automatically to fill in that detail in reservation requests and to take advantage of auto-assignment of workspaces if that feature has been enabled.

    • Map designated workspaces to user profiles – Map existing designated workspaces to employee user profiles in Workplace Core. This mapping is used to automatically allocate workspaces for employees so they don’t have to select a workspace manually when requesting a reservation.

    • Set the primary location of a workplace profile – Assign a primary location for the workplace profile if there are multiple locations assigned.

    • Assign the workplace user role to employees – Set rules in Workplace Core to assign the workplace user role to employees and apply conditions accordingly.

    • Configuring shifts for your workplace – Configure shifts for your organization in the Workplace Core application so you can efficiently plan and manage your workplace by assigning employees and workspaces to those schedules.

    • Define shifts for your workplace – Define shifts in Workplace Core with specific schedules so you can designate areas or workplaces and assign employees for each shift.

    • Assign employees to a shift – Associate employees with a shift in Workplace Core so that they operate from the office only in the shifts to which they are assigned. Workplace managers can later reserve workspaces for these employees according to their assigned shifts.

    • Associate areas and spaces with a shift – Associate work areas and spaces with a shift in Workplace Core so that they are available only for that shift. Workplace managers can later reserve these workplaces for employees operating in that shift.

    • Managing workplace shifts that you own – Review the workplace shifts that you own in Workplace Core and update the shift details if necessary. You can also monitor the reservations and requests made for the workspaces associated with these shifts.

    • Update details of the shifts that you own – Review and modify the details of the workplace shifts that you own in Workplace Core. You can modify the general shift details, and add or remove employees or workplaces associated with the shift.

    • Review workplace reservations for shifts that you own – Review the workplace reservations and the reservation requests made for the shifts that you own in Workplace Core. You can identify pending requests and work with your workplace manager to resolve them.

    • Managing workplace reservations for employees – Reserve available areas or spaces for your employees and review pending reservation requests from employees in Workplace Core so you can verify physical distancing measures when they return to the workplace. Once you make reservations, employees are notified about the locations to which they have access. The Workplace Service Delivery also offers more advanced workplace reservation options in the Workplace Reservation Management application.

    • Define the capacity of workplace areas – Set the capacity for areas of your workplace in Workplace Core to enable reservations for the area. The capacity ensures a limit to the workplace reservations for these areas so you can ensure safety guidelines.

    • Create workplace reservations for an employee – Create workplace reservations for an employee in the Workplace Core application using the shifts and shift schedules that you defined.

    • Create workplace reservations for multiple employees – Automatically generate workplace reservations in bulk for all employees assigned to a shift for a single day or multiple days.

    • Review pending workspace reservation requests – Review pending workplace reservation requests from employees in Workplace Core and assign available workplaces to complete these requests.

    • Setting and tracking arrivals at the workplace – Workplace managers can set arrival intervals in Workplace Core for different locations at your workplace with defined capacities to facilitate staggered entry of employees into the office. Employees can then choose from the defined arrival slots.

    • Define arrival schedules at the workplace for employees – Define arrival slot times in Workplace Core for different locations at your workplace and indicate the capacity for each slot. Establishing arrival schedules enables safe staggered entry of employees to these locations.

    • Update arrival schedules at the workplace – Define building time zones, change the capacity of an arrival schedule, and set the schedule to active or inactive.

    • Approve employee workplace reservation requests – Review employee area and space reservation requests in Workplace Core and approve or reject them.

    • Managing workplace tasks – Using workplace tasks in Workplace Core, workplace managers can monitor workplace activities that are created and scheduled in the workplace for each shift. They can also schedule planned or on-demand maintenance tasks and generate reports to track the progress of these activities.

    • Configure a workplace task template – Configure templates in Workplace Core that can be used to create workplace tasks. You can either modify predefined workplace task templates or create your own templates and associate them with workplace tasks.

    • Create a workplace task checklist – You can create a unique checklist for each workplace task template in Workplace Core. You can also quickly create a checklist from an existing checklist template.

    • Save a workplace task checklist as a template – You can save a Workplace Core workplace task checklist as a template for easy reuse. A template saves time by adding checklist items automatically in a record where you use it.

    • Configure a workplace task signing template – Configure a signing template that you want to make available for signing the completed Workplace Core workplace tasks. You can configure the default signing template available with the application or create a new template.

    • Create planned task definitions – Create planned task definitions in Workplace Core to help workplace managers easily generate tasks that are often repeated and independent of shifts such as cleaning coffee vending machines or cleaning floors. You can quickly specify the task details and the frequency at which the task is to be performed.

    • Generate planned workplace tasks – Using planned task definitions in Workplace Core to create planned tasks independent of shifts for recurring activities. For example, you can generate tasks for a selected number of days for cleaning all floors and buildings at midnight every day.

    • Create an ad hoc workplace task – Create an ad hoc task in Workplace Core for unplanned activities. For example, if you notice that something isn’t clean in an area or want the area to be cleaned again, you can create an ad hoc workplace task to get the cleaning done immediately.

    • Sign a completed workplace task – As the workplace manager for a space, sign the workplace tasks Workplace Core for complete and closed activities. Signing a task generates a PDF document for the workplace activity, which is useful for compliance procedures.

    • Print workplace tasks – Workplace coordinators can print the workplace task details and the associated workplace activities that are created and scheduled in the workplace for each shift. The task reports contain reservation details, description, services, and all other relevant information for effective task management and resolution.

    • Manage print tasks – Filter workplace tasks using criteria such as Short Description, Workplace Location, or other relevant fields to generate a consolidated report using the Workplace Central Case management workspace.

      • Print filtered tasks – Filter workplace tasks using criteria such as Short Description, Workplace Location, or other relevant fields to generate a consolidated report using the Workplace Central Case management workspace.

      • Print selected tasks – Filter workplace tasks using criteria such as Short Description, Workplace Location, or other relevant fields to generate a consolidated report using the Workplace Central Case management workspace.

    • Apply the archive rule – Apply the archival policy for Workplace Core to archive old table records.

    • Workplace knowledge management – As a workplace admin, you can create knowledge base articles for employees. In the articles, provide information to your employees about workplace services, such as workplace updates, self-help, troubleshoot, and others.

    • Create a workplace knowledge base article – Provide information to employees through knowledge base articles. Create knowledge base articles with information about workplace updates, self-help, troubleshoot steps, and others.

    • Publish a workplace knowledge base article – After creating a knowledge base article, publish the article to make it available for employees.

    • View workplace knowledge base articles – View workplace-related updates, processes, and other information in the knowledge base articles that your team created. Rate articles that you find useful.

    • Modify a workplace knowledge base article – Update a knowledge base article at any time. Retire a published article or republish a retired article.

    • QR code management – Generate and print QR codes for spaces and rooms. Employees can use these codes to make reservation-related actions on the Now Mobile app.

    • Generate and print QR code for a space or room – Generate and print a QR code for a single space or room, or for multiple spaces or rooms. Employees can scan the QR code to view their reservation details using the Now Mobile app.

    • Manage QR codes – View, update, or print the already generated QR codes in the application. Before printing, you can change the conditions of already generated QR codes if required.

    • Location migration – Learn how to migrate location data from the ServiceNow Locations table to the Workplace Location table to use them in Workplace Service Delivery applications.

    • Configure location migration hierarchy – Create a hierarchy for how the location data from the ServiceNow Location table [cmn_location] must be migrated to the Workplace Location [sn_wsd_core_workplace_location] table of Workplace Service Delivery.

      • Migrate locations – After you configure the location migration records, perform the migration action to migrate the locations from the ServiceNow Location table [cmn_location] to the Workplace Location [sn_wsd_core_workplace_location] table in Workplace Service Delivery.

    • Set the location type in Location table – Set the location type of a location by creating a dictionary override of the table.

    • View workplace service usage analytics with Usage Insights – The ServiceNow Usage Insights provides you with qualitative analytics on how the services provided by the Workplace Service Delivery applications are used by the workplace managers, employees, and other workplace users.

  • Request employee-related services – Use your workplace services. Make a reservation, schedule your arrival and more.

    • Schedule your arrival time at a workplace location – Schedule your arrival at a workplace location by using Workplace Core. Prevent long lines and safely enter the location.

    • Making workplace reservations – Make workplace reservations in Workplace Core when you are ready to return to the office. You can reserve a workplace for a day or less directly or request a workplace for a specified period. Once a reservation request is approved and confirmed, you are notified about the reservation details. The Workplace Service Delivery also offers more advanced workplace reservation options in the Workplace Reservation Management application.

    • Request a workplace reservation for multiple days – Request a workplace reservation for the days during which you want to return to office by using Workplace Core.

    • Reserve a workplace for a day – Reserve workplaces for a day on which you want to return to the office by using Workplace Core.

    • Location Directory – Explore workplace campuses, sites, buildings, and neighborhoods using the Location directory. Get directions using map routes to a meeting room, building, or co-workers to collaborate effectively. Search for employees, locations, and neighborhood spaces. Reserve a space, request, or report a workplace service issue. Filter spaces by reservation states, occupancy states to get insights on space availability.

    • Configure map properties for Location Directory – Configure map properties to enable reservation states, occupancy states, display permanent seat assignments, or auto-refresh time interval for showing the latest reservation and occupancy information on the map. Show or hide neighborhoods on the Location directory by using a map property.

    • Work with the Map view on the Location Directory – Work with Map view to search for workplace users, locations, spaces, and neighborhoods. Get directions to a workplace location, meeting rooms, or an employee to collaborate quickly and effectively. Filter spaces based on reservation and occupancy states, space types, or neighborhoods.

    • Work with the Card view on the Location directory – Work with Card view to reserve a space or raise a workplace service request. Filter spaces based on reservation and occupancy data. View designated neighborhoods on the space card. Switch to Map view anytime when you want to locate a workplace location on the map or to get directions to a collaborator or location.

  • Analytics and Reporting – Monitor the progress of your workplace activities using the workplace dashboards and logs.

    • View your workplace floor plan update logs – After updating your workplace floor plan, you can view all changes made.

    • Workplace dashboards – Use the Workplace dashboards in Workplace Core to get a consolidated view of multiple workplace-related metrics so you can quickly check space utilization and monitor the progress of workplace tasks.

    • Workplace manager dashboard – Use the Workplace manager dashboard to monitor the space allocation and workplace maintenance activities at your office campus. For any given day, you can view the details for available spaces, space reservations, pending workplace requests, arrival times for different locations, employee arrivals, and maintenance tasks.

    • Workplace dashboard in Workplace Service Portal – Use the Workplace Dashboard from Workplace Service Portal to visually analyze the available workspace capacity, space request and reservation trends, and monitor the maintenance tasks of your workplace. You can also reserve a space for an employee or create a workplace maintenance task directly from this Workplace Service Portal page.

  • Reference – Learn more about the role, tables and system properties installed with the Workplace Core application.

    • Components installed with Workplace Core – Several types of components are installed with installation of the Workplace Core application, including user roles, scheduled jobs, tables, and business rules.

    • Properties installed with Workplace Core – Customize the properties available with the Workplace Core.

    • Workplace Profile Location Assignment form – The location assignment form helps you assign a location or a neighborhood to a workplace profile.

    • Workplace location assignment anomaly types – Anomalies occur when there’s a mismatch in the allocation or assignment of a workplace profile and workplace location.

    • Reserve a space form – The reserve a space form helps you select the location and duration of your reservation.

    • Card Configuration examples – Add buttons, fields, and sections to the workplace card configuration.

  • Workplace Reservation Management – The ServiceNow Workplace Reservation Management application makes it easier for employees to reserve meeting rooms, conference rooms, desks, and any reservable workplace service from the Service Portal.

  • Explore – Workplace Reservation Management provides one unified interface for employees to reserve desks, meeting rooms, parking spots, workplace equipments, services, and collaboration spaces.

    • Make a reservation – The ‘Make a reservation’ form also referred to as the Reservation portal, is a central location for reserving workplace items, such as meeting rooms and desks. You can also view and manage your reservations. After a reservation request is confirmed, you’re notified about the reservation details.

    • Standard services – Standard services are amenities or basic services that are available with a workplace item by default with their reservation. You can review the standard services associated with a workplace item at the time of creating a reservation request.

  • Configure – As a Workplace Reservation Management admin, you can decide what can be made reservable in the organization. You can add different types of reservable items in the application for employees to reserve.

    • Install Workplace Reservation Management – Install the Workplace Reservation Management application from ServiceNow Store applications. Visit the ServiceNow Store 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.

    • Add a workplace space for reservation – Add different types of workplace spaces like a workspace, desk, or similar spaces for employees to reserve.

    • Add a workplace room for reservation – Add a workplace room for employees to reserve.

    • Configure a reservable module – Create a Reservable Module to add a group of similar reservable workplace items. These workplace items are displayed in a single category on the Reservation portal.

    • Group spaces in an area – Create a reservable module to group spaces in an area. Enable employees to reserve a space in an area.

    • Add workplace locations to a reservable module – Configure workplace locations that must be available to users for reservation when they select a reservable module. Restrict the usage of a workplace by adding only those workplaces that are can be reserved.

    • Generate and print a QR code for a reservable module – Generate and print a QR code for an entire reservable module. Place the QR codes at reservable workplace locations so that employees can scan the code, make a reservation, or perform reservation-related actions.

    • Create a record producer to add additional details – Configure a record producer with additional details and add it to the reservable module. The fields configured for additional details will be displayed to the employee when they make a reservation.

    • Configure reservable module with additional details – The application enables you configure a reservable module with additional details based on your organization’s requirements.

    • Assign spaces to an area – Add spaces to an area to make them available for reservation. On the Reservation portal, when an employee searches for an area, all the available spaces that are assigned to that area are displayed.

    • Create a standard service – Create a Standard service to make it available to employees by default when they make a reservation.

    • Add a standard service to workplace – Add a standard service to a workplace space or room based on where it is made available.

    • Create a flexible service – Create a flexible service and provide it as an extra service to employees. Employees can use the flexible service and other basic standard services when they make a reservation.

    • Add a flexible service to workplace item – Enable employees to request for extra services. Add an extra service to a workplace space or room, and make the service available to employees when they make a reservation.

    • Create a workplace service – Create a workplace service and provide it as an extra service to employees while making a reservation. Use the Workplace Case Management application to create the workplace service.

    • Create a reservable view – Configure a view that employees can view while making a reservation on the Reservation portal.

    • Configure a reservable view on a reservable module – Assign different views on a reservable mobile. The workplace items of the module can be viewed in the configured views while making a reservation on the Reservation portal.

    • Create a user criteria record – Add a user criteria record to decide which users, roles, and groups can access a reservable module.

    • Apply user criteria on a reservable module – Apply a user criteria to give permission for employees and groups to view and make reservations on a reservable module.

    • Configure a reservable purpose – Create a purpose that describes the use of a workplace item. Add this purpose to a relevant workplace space or room so that the purpose is displayed on the reservation portal.

    • Add a reservable purpose to a workplace item – Define the purpose of a workplace item by adding a reservable purpose. The purpose is displayed in the details of the workplace item so that employees can select the appropriate item.

    • Create a quick reservation time slot – Create a time slot for the reservable module that is available in the Quick Reservation widget on the reservation portal. When an employee wants to reserve a workplace item of that reservable module, the employee can select a suitable time slot instead of specifying a start and end times for the reservation.

    • Add a time slot to a reservable module – After you create a time slot, assign the time slot to a reservable module that is configured for reservation on the Quick Reservation widget. When an employee wants to reserve a workplace item of this reservable module, the employee can select a time slot for reservation.

    • Configure virtual meeting providers – Enable employees to provide a virtual meeting link with their reservation. Configure the virtual meeting providers so that the virtual meeting link of that provider is automatically generated when the employee makes a reservation.

    • Configure Microsoft Teams as virtual meeting provider – Set Microsoft Teams as your virtual meeting provider.

    • Connect Workplace Reservation Management with Microsoft Teams – Establish connection between Microsoft Teams Communications and Workplace Reservation Management.

    • Authenticate Microsoft Teams with Microsoft Azure – Set up authentication with Microsoft Azure to connect Microsoft Teams with Workplace Reservation Management application.

    • Set up OAuth for Microsoft Teams – Register your Microsoft Teams Communications spoke with ServiceNow instance for OAuth authorization.

    • Set up OAuth for Microsoft Teams Graph – Register your Microsoft Teams Graph with your ServiceNow instance for OAuth authorization to get recordings after a virtual meeting.

    • Create credential for Microsoft Teams Communication – Setup credentials for Microsoft Teams Communication spoke.

    • Create connection and credential for Microsoft Teams Graph – Setup connection and credentials alias for Microsoft Teams Graph.

    • Connect Workplace Reservation Management with Zoom – Establish connection between Zoom and Workplace Reservation Management.

    • Set up OAuth for Zoom – Register Zoom with ServiceNow instance for OAuth authorization to get create virtual meetings and get recordings after a virtual meeting.

    • Create connection and credential for Zoom – Setup connection and credentials alias for Zoom.

    • Display permanent seat assignments on floor maps – Display permanent space assignments along with employee names on maps.

    • Display name of the person reserving a space – Display the name of a person who booked a space on the floor map.

    • Manage check-in and check-out reservations – Reservation check in and check- out reminders are managed through the Check-in and check out reminder scheduled jobs

    • Configure automatic check-in for reserved spaces – Configure automatic reservation check-in using the Occupancy state of a location or space. If a location is using occupancy data sensors, it checks for Occupancy state of each space in the Space Occupancy data table

    • Configure reservation multi-day settings in Reservable Module – Set the Max days in future value for configuring reservation.

  • Reserve workplace items – Make a reservation for a workplace location or any reservable item of your organization. Make a single, recurring or a group reservation using the Reservation portal.

    • Create a reservation – Create reservations across multiple buildings, campuses, neighborhoods, or sites, spanning a single day or multiple days. Add attendees, visitors, and workplace services such as room configurations and catering, and synchronize details or resolve conflicts for recurring reservations.

    • Add invitees as collaborators and create a reservation – Employee can add their colleagues as collaborators while making a reservation. Employees can view availability of their colleagues on the reservation portal search page while making a reservation to find an available space.

    • Auto-resolve recurring reservations – While making a recurring reservation, only the availability of the first occurrence is checked. It’s possible that a future occurrence of the meeting may run into conflicts. To avoid such conflicts, while scheduling a recurring reservation, the Workplace Reservation Management application tries to auto-resolve any recurring conflicts.

    • Set a location as favorite using the Space details page – Mark your most reserved workplace location as favorite in the Workplace Service Portal. Once the location is set as favorite, it is displayed first whenever you search for locations to make a reservation.

    • Reserve a space near your colleague – Make a workplace reservation and reserve a space near your team member or a colleague.

    • Create a multi-day reservation – Workplace users can now reserve a space covering multiple days. Employees can reserve a space that spans across multiple days.

    • Create multi-building reservations – Reserve multiple spaces spanning across multiple buildings in different timezone. Create multi-building reservations for the same date and time in a single reservation.

    • Create neighborhood reservations – Reserve neighborhood spaces using Advanced reservation.

    • Create reservation for multiple workplace items – Reserve multiple workplace items for the same date and time in a single reservation.

    • Enable shift-based reservation – As an admin, enable employees to reserve a workplace item for a shift. Configure the spaces that can be reserved for a shift. Specify the users who can make shift-based reservation.

    • Create a reservation along with a shared reservation – Reserve a workplace near to your co-worker using their shared reservation details.

    • Create a reservation including a virtual meeting link – Enable employees who are located outside the office to join a reservation by using a virtual meeting link. A virtual meeting link is created for an employee selected in “On behalf of”.

    • Create a shift reservation – Reserve a workplace item for a shift. Create a single reservation or a recurring reservation for the same shift.

    • Create a group reservation – Reserve multiple spaces for different users in a single group reservation.

    • Share, modify, or cancel a reservation – You can view, modify (update), or cancel a reservation. Update the reserved workplace item or the date and time for a reservation.

    • Reserve a workplace using the Quick Reservation widget – Reserve a workplace quickly by using the Quick Reservation widget in the Workplace Service Portal. The widget enables you to select from a list of available time slots instead of specifying the start and end times.

    • Download an iCalendar for a reservation – Add the reservation to your office calendar by downloading the iCalendar of the reservation.

  • Manage employee reservations – Using the Reservation Overview, workplace managers and reservation desk executives can monitor the reservations created and scheduled for a location. They can also view the reservations they have created on behalf of their employees. They can use the dashboard to track the trend of reservations over a time period.

    • View or update reservations – View or update reservation requests submitted through the Reservation portal. You can view the current day’s reservations and the ones made by you for the others.

    • Approve a reservation – Review employee reservations raised using Workplace Reservation Management and approve or reject them.

    • Print workplace reservations – Using the Reservation Overview, workplace managers and reservation desk executives can print the reservations created and scheduled for a location.

    • Manage and configure reservation waitlist – A reservation waitlist lets employees queue for a preferred space, duration, and location. The waitlist record is held until the preferred space is available.

    • Reservation Waitlist data model – The Reservation Waitlist data model describes the tables and configuration options that support waitlist requests, space allocation, and reservation fulfillment for employees.

    • Create a reservation waitlist – When work spaces in a location are fully booked, and employees are unable to find a space, they can join a reservation waitlist.

    • Create a schedule job for waitlist – A nightly scheduled job Waitlist Expirations handles expiration of past or stale waitlist records that are in Queued state. The nightly job runs daily and sets the status of any record with an expired or stale stale start time.

    • Purge a waitlist – An auto flush rule on the Reservation Waiting List (sn_wsd_rsv_waitlist) table purges expired waitlist records older than 30 days to maintain accurate waitlist management reporting.

  • Manage Workplace Reservations for Microsoft Outlook Add-in – Employees can create reservations using the Microsoft Outlook Add-in. They can calendar events or meetings to the Workplace Reservation Management 3.0.2 manifest add-in file.

    • Configure Reservable Module for Microsoft Outlook – Configure Reservable Module settings for Microsoft Outlook in Workplace Reservation Management version 3.0.2. Employees can create a meeting or an event in the Microsoft Outlook calendar, and reserve a space using the Workplace Reservation Management manifest add-in file.

    • Redirect WSD RSV MOA OAuth registry – Redirect MOA Outh access (moa_login) for Microsoft Outlook Add-in version 1.12.2 or earlier to WSD RSV MOA OAuth registry (rsv_moa_login) registry.

    • Activate the add-in for Microsoft Outlook – Workplace Reservation Management administrators can activate the manifest add-in for Microsoft Outlook. Add a manifest add-in file and customize it as per your requirements.

    • Upload the manifest file for a workplace employee – Upload the manifest file (add-in for Microsoft Outlook) for a workplace employee (single user). Employees can create workplace reservations using the Microsoft Outlook add-in file.

    • Upload the add-in file Microsoft Office 365 – Upload the manifest file to Microsoft Office 365. Employees can view and use the add-in from Microsoft Office 365 Outlook.

  • Use – Make reservations in Microsoft Outlook using the Workplace Reservation Management manifest add-in file.

    • Create a reservation in Microsoft Outlook add-in – Employees can create a workplace reservation in Microsoft Outlook. They can use the Workplace Reservation Management manifest add-in file for Microsoft Outlook add-in.

    • Edit reservation details in Microsoft Outlook – Edit or update your workplace reservation using Microsoft Outlook Add-in.

    • Delegate reservations in Microsoft Outlook add-in – Delegate additional permissions to read, create, or change items in your Microsoft Outlook mailbox. Delegate access to a colleague or team member. Delegates can create and reserve resources (desks, rooms, equipment, services like catering) for other employees.

  • Analytics and Reporting – Monitor the status of reservations made in your organization.

    • Reservation Management dashboard – Use the Reservation Management dashboard to monitor the reservations and meeting frequency in your organization. On any day, you can view details such as number of reservations, peak meeting times, and number of meetings for different locations.

  • Reference – Learn more about the role, tables and system properties installed with the Workplace Reservation Management application.

    • Components installed with Workplace Reservation Management – Several types of components are installed with activation of the Workplace Reservation Management application, including tables, user roles, and business rules.

    • Properties installed with Workplace Reservation Management – Properties available with Workplace Reservation Management.

    • Workplace Reservation Management - Field descriptions – Find the field descriptions of forms used in the Workplace Reservation Management application.

    • Space form – Use the Space form to add a space for a reservation.

    • Add a room form – Use the room form to add a room for workplace reservation.

    • User criteria form – Use the User Criteria form field information when creating a new user criteria record.

    • Proximity calculation when browsing near a person – When an employee searches for a space near a person using the Browse near a person option, the workplace locations are displayed based on the closest proximity.

    • Reservable module derivation logic for Space details – While selecting a reservable module from the Space details page, system identifies the reservable module based on the derivation logic.

    • Mobile push notifications for workplace reservations – As a workplace admin, you can configure push notifications that you want to send to an employee on their mobile devices to alert them about important events and enable them to perform an action.

    • Location privacy settings and impact – Set location privacy on workplace reservations and workplace profiles in your organization. Implement privacy throughout the organization or only on a building using the Workplace Service Delivery location privacy settings.

    • Additional details record producer – When you create a record producer to configure additional details on a reservation form, the variables types and column type must be set differently. In case of reservations, the record producer supports only a few UI policies and client scripts.

  • Workplace Case Management – Fulfilling employee workplace requests involves multiple, complex back-end processes, including analyzing the requests for type and routing them to human or automated responses, approvals, or other tasks. The ServiceNow Workplace Case Management application makes these processes simpler and more efficient by letting you create pre-defined steps to fulfill requests.

  • Explore – Fulfilling employee workplace requests involves multiple, complex back-end processes, including analyzing the requests for type and routing them to human or automated responses, approvals, or other tasks. The ServiceNow Workplace Case Management application makes these processes simpler and more efficient by letting you create pre-defined steps to fulfill requests.

    • Workplace Services – The ServiceNow Workplace Case Management application enables you to create a workplace service with pre-defined steps for fulfillment. You can create workplace services for requests like cleanliness, IT, office setup, and travel requests. For example, you can create a request for HVAC issues, broken chairs, floor spills, move requests, and more.

    • Raise workplace service requests – You can request a workplace service using the Workplace Service Portal or the Now Mobile app.

    • Case and Task Templates – As a Workplace case manager, you can create templates to simplify the process of creating tasks and cases by populating fields automatically.

  • Configure – As an admin, you can configure Workplace services and enable Workplace Services users to submit requests through it. The application enables you to configure workplace services with pre-defined fulfillment types.

    • Install Workplace Case Management – Install the Workplace Case Management application from ServiceNow Store applications. Visit the ServiceNow Store 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.

    • Create a Workplace case template – Create a Workplace case template for use when creating workplace services.

    • Create a User acceptance Workplace case template – Create a Workplace case template with user acceptance.

    • Create a Workplace task template – A Task template simplifies the process of creating tasks in Workplace Case Management by populating fields automatically.

    • Smart Assessment for workplace cases and tasks – Smart Assessment enables workplace case managers to create structured assessment templates with customizable questions and sections. These assessments trigger automatically based on specific conditions, such as state changes in workplace cases and tasks. Workplace agents complete these assessments as part of their workflow, to standardize data collection and support quality control.

    • Create an assessment template category – Assessment template categories help organize and classify smart assessment templates based on their purpose or use case. Categories make it easier to locate and manage templates within the assessment workspace.

    • Create Smart Assessment template for Workplace Case and Task – Create assessment templates to standardize data collection, define quality checks, and automatically attach assessments to workplace cases and tasks.

    • Configure automations in a Smart Assessment template – Set up automations that run predefined actions when an assessment template is published, using conditional or standalone action sets.

    • Configure Smart Assessment Trigger – Smart assessment triggers define the conditions when assessment templates are applied to workplace cases or tasks.

    • Create and assign a workplace case with Smart Assessment – Create a workplace case and assign it to a workplace agent for various service requests such as cleaning, maintenance, or inspection tasks. A smart assessment is automatically attached when the case meets the configured trigger conditions.

    • Access and complete a smart assessment – Answer and submit a smart assessment directly from the workplace case form when the assessment meets its configured trigger conditions.

    • Automating seat assignment for new hires – Use HR Service Delivery and Workplace Service Delivery to automatically assign a seat for the new hires in your organization.

    • Configure Approval options – Add approvers to approve cases created through Workplace services.

    • Configure a Record producer – Make a Workplace service available to employees as a self-service option. Configure a record producer to display the service as a catalog item in the Workplace Services catalog.

    • Configuring a record producer for request edit – Configure a record producer for editable workplace service requests.

    • Configuring a record producer for reservation – Configure a record producer to integrate it with Workplace Reservation Management.

    • Create an SLA Definition – Configure SLAs to ensure that cases are resolved according to the expectations of customers. SLAs set up performance parameters, such as specifying minimum uptime or the amount of time that a task needs in order to reach a certain condition.

    • Create a Workplace service – Create a workplace service with predefined steps of fulfillment. Select the fulfillment type required based on the workplace service. Create workplace services like catering, office supply request, parking, or any service to support employees needs.

    • Create a Workplace service activity – Create a Workplace service activity to trigger a background activity when a Workplace service is selected. The activity can be an approval action, task, or a child case.

    • Add a workplace service item to a workplace service – Configure a workplace item that an employee can order along with a workplace service request or as part of the reservation. For example, while making a reservation, an employee can order a workplace service item such as catering, an additional chair, whiteboard, marker, and more.

    • Adding a workplace service to a location – Make a workplace service item available to specific workplace locations. Select any workplace location such as a region, site, campus, building, floor, area, or a space.

    • Create a workplace template configuration – Define a template that must be applied to fulfill a workplace case. Set conditions based on common employee responses for requests. The template will be applied to those workplace cases that match the conditions specified.

    • Create a workplace field mapping – Create a field mapping record to copy the field information of a parent case to the child workplace service activities or to workplace item-related tasks. Skip the process of re-entering the same details of a parent case to a child case by using field mapping records.

    • Configure an escalation rule – Escalate a workplace case to the relevant assignment group by using an escalation rule.

    • Add Fulfillment instructions – Provide instructions to workplace agents on how to fulfill a workplace case. Add instructions for new workplace agents and for complicated workplace cases.

    • Group similar workplace cases under a parent case – Categorize cases that have similar issues and that require the same resolution under a single parent case. Reduce the time spent on resolving multiple workplace cases.

  • Requesting a workplace service – Raise a general enquiry or any workplace improvement-related services.

    • Reconfigure an office space – Provide details on how an office space should be reconfigured.

    • Raise help request for a workplace inquiry – Submit a general workplace service request for issues that need a human response. Request help for issues that are not covered by current automated workflows.

    • Raise a move request for a space change – Create a move request to relocate to another space. Specify why you want to move and when you want to move. You can select a space that is located in your current building or at a different building. You can also select a desk directly on the floor map.

    • Request furniture for a space – Order furniture or equipment for your workplace or for any event.

    • Raise a space assistance request – Submit a workplace service request to get space allocation recommendations using the Workplace Service Portal. The Workplace Service Delivery space assistance provides you with the best space allocation plan options based on the space quantity and the department that you specify. You can select the most suitable allocation or none. Depending on your selection, the Space planner deploys the plan to use.

    • Submit a maintenance request – Raise a maintenance request for an equipment for a location using either the Workplace Service Portal or the Employee Center.

    • Submit a catering request – Raise a catering request service using either the Workplace Service Portal or the Employee Center.

    • Submit heating and cooling request – Raise a Heating and cooling request using either the Workplace Service Portal or the Employee Center.

    • Submit a badge request – Raise a badge request at your workplace using either the Workplace Service Portal or the Employee Center.

    • Submit a tech support request – Raise a tech support request using either the Workplace Service Portal or the Employee Center.

    • Submit a cleaning request – Raise a cleaning request using either the Workplace Service Portal or the Employee Center.

    • Submit an equipment request – Raise an equipment request at your workplace using either the Workplace Service Portal or the Employee Center.

    • Edit a workplace request – Edit the details of a workplace request or change workplace service items included in a workplace request.

    • Submit an emergency maintenance request – Submit an emergency maintenance request for a meeting room.

    • Submit a change event request for a reservation – As a workplace employee, request a change to the date, time, and duration of your planned event reservation.

  • Manage – As a Workplace case manager, you can manage workplace cases created through workplace services. You can view and update cases if required.

    • View and track workplace cases – View and track open, closed, and unassigned workplace cases.

    • View emergency maintenance case details – Workplace Event planners can view the emergency maintenance case details and the actions taken by AI agents in the case work notes.

    • View change event reservation case details – Workplace Event planners can view the change event reservation case details and the actions taken by AI agents in the case work notes.

    • Print workplace cases – Print case details along with associated services or service items to support effective case management and resolution.

    • Managing print cases – Filter workplace cases using criteria such as the Short Description, Workplace Location, or other relevant fields to generate a consolidated report.

    • Print filtered cases – Filter workplace cases using criteria such as the Short Description, Workplace Location, or other relevant fields to generate a consolidated report.

    • Print selected cases – Filter workplace cases using criteria such as the Short Description, Workplace Location, or other relevant fields to generate a consolidated report.

  • Integration with Universal Request – Combine Workplace Service Delivery services with Universal Request so that you can provide a convenient workplace experience to your employees. Provide a common help desk so that your employees can submit requests that are related to their workplace without having to search the Workplace services catalog.

    • Configure a workplace service record producer as a Universal Request – Enable an employee to submit a universal request using a workplace service record producer from the Workplace Service Portal. Configure a workplace service to create Universal Request whenever an employee makes a selection.

    • Create a workplace case from Universal Request – As a routing agent, create a workplace case from a universal request and then assign it to the Workplace services assignment group. The workplace manager handles the workplace case and takes further actions to fulfill the request.

    • Work on a workplace case from a Universal Request – As a workplace manager, work on a workplace case that is created from a Universal Request. Provide a resolution to the workplace case.

    • Transfer a workplace case created from a universal request – Transfer a workplace case back to the Universal Request, to another department, or to another service. You can transfer the request with or without providing a resolution.

  • Integrated Facilities Management Integration Framework – The Integrated Facilities Management (IFM) Integration Framework automates work order synchronization between ServiceNow workplace cases and external facilities management systems.

    • Create a facilities management provider – Create a facilities management provider to connect Workplace Cases and Tasks in ServiceNow with an external facilities management (FM) system using the IFM Framework. The provider record defines how ServiceNow creates, updates, and cancels work orders in a third‑party FM system and enables end‑to‑end visibility across both systems.

    • Configure provider routing rules – Provider Routing Rules determine which workplace cases and tasks are sent to which FM providers. Rules use standard ServiceNow condition builders to evaluate case attributes.

    • Create application restricted caller access for provider application – Create restricted caller access (RCA) privilege for the provider application to allow inbound updates to Workplace case or task.

  • Analytics and Reporting – Monitor the status of workplace cases raised in your organization.

    • Workplace Case dashboard – Use this dashboard to track the number of workplace cases that were created using the workplace services from the Workplace Service Delivery or from the Workplace Service Portal. Monitor the number of open cases, cases that require approval, and other cases on any given day.

  • Reference – Learn more about the role, tables and system properties installed with the Workplace Case Management application.

    • Components installed with Workplace Case Management – Several types of components are installed with activation of the Workplace Case Management application, including tables, user roles, and business rules.

    • Properties installed with Workplace Case Management – Customize the properties available with Workplace Case Management.

    • Workplace Service form – Use the Workplace Service form to specify details such as the case table, default template, and record producers.

    • Workplace Location Assignment service – The Workplace Location Assignment service automatically assigns a workplace location to an employee.

  • Workplace Visitor Management – Welcome your guests and off-site employees with a smoother, more hassle-free experience. Use ServiceNow Workplace Visitor Management to optimize your front-desk operations and welcome your guests and off-site employees. You can register visitors as well as pre-plan what they will require.

  • Explore – Welcome your guests and off-site employees with a smoother, more hassle-free experience. Use ServiceNow Workplace Visitor Management to optimize your front-desk operations and welcome your guests and off-site employees. You can register visitors as well as pre-plan what they will require.

    • Visitor registration – As an employee, the Workplace Visitor Management application enables you to register visitors in advance.

    • Host portal – Use the host portal to manage visits and visitors.

    • Receptionist portal – Use the receptionist portal to view and manage visitor activity in your organization.

    • Visitor portal – Use the visitor portal to manage your visits, complete pre-check tasks, and manage personal data.

  • Configure – Install the Workplace Visitor Management application and configure visitor registrations related settings.

    • Install Workplace Visitor Management – Install the Workplace Visitor Management application from ServiceNow Store applications. Visit the ServiceNow Store 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.

    • Create a visitor policy – Define a policy that must be accepted by a visitor prior to their arrival. Send email notification to the visitor about the policy and enable them to accept the policy by replying to the email​.

    • Assign visitor policy to a workplace location – Add one or more workplace location to a visitor policy. Visitors who are registered to arrive at that locations will receive an email notification in prior to accept the policy.

    • Create a record producer for visitor management – Make visitor-related services available to employees as a self-service option. Create a record producer to display these services as catalog items in the Workplace Services catalog.

    • Configure a visitor type – Create a visitor type that can be used to categorize visitors for your hosts or reception staff.

    • Configure visit requirements – Configure requirements that visitors must fulfill for their visit to your organization.

    • Create a visitor badge template – Create an HTML template that can be used to print badges for your workplace locations.

    • Assign badge templates to a workplace location – Assign a badge template to a workplace location.

    • Configure the frequency of email notifications – ServiceNow provides two scheduled jobs in the Workplace Visitor Management application that automate email notifications for visitor registration and policy confirmation. This topic explains how to locate these jobs and adjust their execution frequency to meet your organization’s notification requirements.

    • Configuring Workplace Visitor Management for Workplace Services Kiosk – You can configure pages, check-in flows, check-out flows to integrate Workplace Visitor Management with the Workplace Services Kiosk.

    • Configure pages for Workplace Services Kiosk – Configure pages that you want to display for check-in or check-out flows on the Workplace Services Kiosk.

    • Create a flow for Workplace Services Kiosk – Create a check-in or check-out flow for the Workplace Service Kiosk.

    • Quick start test for Workplace Visitor Management – Validate Workplace Visitor Management after any configuration change such as an upgrade or after developing a functionality. Copy and customize these quick start test when using your instance-specific data.

    • Run quick start test for Workplace Visitor Management – Workplace Visitor Management provides quick start test that you can run on your instance.

  • Registering a visitor – Submit a visitor registration to register your invitees before their visit to the organization. As a visitor, accept or decline visitor policies based on your preference.

    • Use the host portal – Use the host portal to create, view, and manage visits; add visitors and optional co-hosts.

    • Adding visitors – Add a single visitor or upload a file with details of multiple visitors.

    • Add a visitor – Add a single visitor or upload a file with details of multiple visitors.

    • Add visitors using a file – Add a single visitor or upload a file with details of multiple visitors.

    • Make a visitor registration – Pre-plan your visitor or off-site colleagues visit. Specify their visit details like date, time, location, and more.

    • Review visitor policies – Review the workplace policies before your visit, then accept or decline the policies.

  • Use – Use the visitor portal to manage your visits, complete pre-check tasks, and manage personal data.

    • Logging in to the visitor portal – Log in to the visitor portal as an internal user or an external user.

    • Log in as an internal visitor – Log in to the visitor portal as an internal user or an external user.

    • Log in as an external visitor – Log in to the visitor portal as an internal user or an external user.

    • Complete pre-check tasks – Complete the pre-check tasks before your visit to ensure a smooth check-in when you visit the meeting location.

    • Manage your visitor data – Download or anonymize your data on the visitor portal.

  • Manage – As an admin and as a reception staff, you can track visitor registrations and update their status while the visitors are on the premises.

    • Use the receptionist portal – Use the receptionist portal to manage visitor activity in your workplace.

    • Update a visitor registration – Track visitor registrations and update the status of a visitor while the visitor is on the premises.

    • View visitor registrations – View visitor registrations submitted through the service portal. You can view all visitor registrations, the ones for the current day, and the ones that were made by you.

    • View visitor policy confirmations – View policy confirmations that were submitted by the visitors.

    • Visitor registration states – The visitor logs display the current state of visitor registrations. These states can be changed to other states.

    • Anonymize a visitor – As an admin, you can anonymize a visitor to delete the visitor record and all the details of the visitor. Any future registrations of the visitor are canceled.

    • Apply visitor management archive policy – Apply the archival policy for Workplace Visitor Management. The archival policy will archive old visitor records and visitor registration records that are more than one year old.

  • Reference – Learn more about the role, tables and system properties installed with the Workplace Visitor Management application.

    • Components installed with Workplace Visitor Management – Several types of components are installed with the Workplace Visitor Management application, including tables, user roles, and business rules.

    • Properties installed with Workplace Visitor Management – There are several properties available with Workplace Visitor Management.

    • Kiosk Check-in Flow Configuration form – Use the Kiosk Check-in Flow Configuration form to create a check-in flow for the Workplace Services Kiosk.

    • Kiosk Check-out Flow Configuration form – Use the Kiosk Check-out Flow Configuration form to create a check-out flow for the Workplace Services Kiosk.

    • Kiosk Page Configuration form – Use the Kiosk Page Configuration form to create pages for the Workplace Services Kiosk.

    • Kiosk Page Customizations – The Page Configurations created for the Workplace Services Kiosk can be further customized by using their related lists.

    • Location Policy form – Use the location policy form to assign a visitor policy to a workplace location, apply the policy to internal/external visitors and configure whether the policies require signatures.

    • New visit form – Use the New visit form to select a purpose, location, date and time for your visit. Additionally, add visitors and optional co-hosts

    • Additional requirement form – The Additional requirement form specifies visitor information that is required while adding a visitor.

    • About visit-related tables – The Workplace Visitor Management application uses three interconnected tables to track everything that happens during a visit from the invitation to the departure. Knowing what each table does helps you configure the application, troubleshoot issues, and know where to look when you have to audit visit activity.

    • Differences between Workplace Visitor Management versions – Workplace Visitor Management version 2.0.0 introduces significant architectural, data model, portal, security, and feature changes compared to earlier versions (1.19 or earlier).

  • Analytics and Reporting – Monitor the status of visitor registrations made in your organization.

    • View visit logs – View the visit logs which display all the state changes of a visitor registration.

    • Visitor Reception Dashboard – With the Visitor Reception Dashboard, you can track visitor registrations created in the application on any day. Track the statuses of visitors who are on the premises. View the number of visitors who are expected, have checked in, have checked out, are on break, or have not showed up.

  • Workplace Calendar Synchronization – Enhance your workplace’s reservation experience by synchronizing your reservations with your calendar provider by using the ServiceNow Workplace Calendar Synchronization application. Enable your employees to make reservations with ServiceNow Workplace Reservation Management or with your organization’s calendar service providers, such as Microsoft Exchange Online.

  • Explore – Enhance your workplace reservation experience. Synchronize your reservations with your calendar provider by using the ServiceNow Workplace Calendar Synchronization application. Enable your employees to make reservations with ServiceNow Workplace Reservation Management or with your organization’s calendar service providers, such as Microsoft Exchange Online.

  • Configure – Install and configure the Workplace Calendar Synchronization application to create personalized calendars across supported platforms, such as Microsoft Exchange Online, Google Calendar, or Microsoft Exchange On-Premises.

    • Install Workplace Calendar Synchronization – Install the Workplace Calendar Synchronization application from ServiceNow Store applications. Visit the ServiceNow Store 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.

    • Setup Workplace Calendar Synchronization – As an admin, create connections with your calendar providers and synchronize reservations.

    • Set Workplace Calendar Synchronization properties – Configure the properties for the Workplace Calendar Synchronization to set the Exchange Online Sync Integration Mode to Strict, Personal Authentication, or Normal mode to synchronize reservations.

    • Microsoft Exchange Online - Calendar synchronization – Synchronize reservations between Microsoft Exchange Online and Workplace Reservation Management.

      • Create a normal mode connection with Microsoft Exchange Online – Perform the following steps to establish a normal mode connection with Microsoft Exchange Online.

      • Configure Microsoft Azure in normal mode – Set up a normal mode authentication with Microsoft Azure to connect Microsoft Exchange Online with Workplace Calendar Synchronization.

      • Create a connection with Microsoft Exchange Online spoke – Connect to the Microsoft Exchange Online spoke by creating a connection.

      • Set up OAuth connection with Microsoft Exchange Online – Register your Microsoft Exchange Online with ServiceNow instance for OAuth authorization.

      • Configure Exchange Online connection and credential alias – Establish connection and credential alias for Microsoft Exchange Online so that you can synchronize reservations. Configure the default credentials and connections. Ensure that the values for the connection and credentials alias are set as specified.

      • Create your own connection and credential alias – Configure your own connection and credential alias for Microsoft Exchange Online if you do not want to use the default connection and credential aliases provided by the application.

      • Configure Microsoft Exchange Online calendar provider – Configure Microsoft Exchange Online as a calendar provider in normal mode to synchronize reservations.

      • Create a strict mode connection with Microsoft Exchange Online – For a strict mode connection with Microsoft Exchange Online, you must perform the following actions.

      • Configure Microsoft Azure – Set up a strict mode authentication with Microsoft Azure to connect Microsoft Exchange Online with Workplace Calendar Synchronization.

      • Create connection with Microsoft Exchange Online Spoke in strict mode – Configure a strict mode connection with the Microsoft Exchange Online spoke.

      • Create a strict mode configuration in Microsoft Exchange Online – Specify your delegated user email in the Microsoft portal.

      • Setup strict mode OAuth connectivity – Create a strict mode app registry for Microsoft Exchange Online with ServiceNow instance for OAuth authorization.

      • Configure strict mode Connection and Credential alias – Establish a strict mode connection and credential alias for Microsoft Exchange Online. Ensure that the values for the connection and credentials alias are set as specified.

      • Create customized connection and credential alias in strict mode – Configure your own connection and credential alias if you do not want to use the default alias created during the strict mode application registration. You can configure your calendar to use the alias as an override alias.

      • Configure Microsoft Exchange Online calendar provider in strict mode – Configure Microsoft Exchange Online as a calendar provider in strict mode to synchronize reservations.

      • Create a personal authentication mode connection with Microsoft Exchange Online – As an admin, establish a personal authentication mode connection with Microsoft Exchange Online to synchronize reservations. A user-level authentication token is generated that enables you to create, update, or cancel reservations to synchronize events on the Microsoft Outlook calendar.

      • Configure Microsoft Azure – Set up a personal mode of authentication with Microsoft Azure to connect Microsoft Exchange Online with Workplace Calendar Synchronization.

      • Configure resource rooms in Microsoft Exchange Online – Specify your delegated user email in the Microsoft portal to access the resource calendar.

      • Set up personal authentication mode OAuth connectivity with Microsoft Exchange Online – Create a personal authentication mode application registry for Microsoft Exchange Online with your instance for OAuth authorization.

      • Configure personal authentication mode connection and credential alias – Establish a personal authentication mode connection and credential alias for Microsoft Exchange Online. Confirm that the values for the connection and credentials alias are set as specified.

      • Configure your own connection and credential alias for personal authentication mode – Configure your own connection and credential alias if you don’t want to use the default alias created during the personal authentication mode application registration. You can configure your calendar to use the alias as an override alias.

      • Configure the Microsoft Exchange Online calendar provider in personal authentication mode – Enhance your workplace reservation experience with the Workplace Calendar Synchronization application to synchronize reservations with your calendar provider. Configure Microsoft Exchange Online to synchronize reservations with your calendar provider using personal authentication mode.

      • Configure the webhook registry of Microsoft Exchange Online spoke – Configure callback URL for communication between the Workplace Calendar Synchronization application and Microsoft Exchange Online calendar.

      • Create single or multiple calendar providers with Microsoft Exchange Online – For the Microsoft Exchange Online provider, configure single or multiple calendar providers.

      • Approve a reservation – Review employee reservations raised using Workplace Reservation Management and approve or reject them.

      • Reservation approvals in Microsoft Exchange Online – Track the approval status from Microsoft Outlook when a reservation request is either approved or rejected by the delegate.

    • Google Calendar - Calendar synchronization – Create a connection with Google Calendar and synchronize reservations made using the Workplace Reservation Management application. You can synchronize all the reservations that are made using the Workplace Reservation Management to the Google Calendar and vice versa.

      • Authenticate Google for calendar synchronization – Set up Google to start with reservation synchronization with the Workplace Reservation Management application. Create scopes, credentials and more.

      • Create a Connection and credential record for Google – Connect Google with the ServiceNow using the flow designer to synchronize reservations.

      • Create your own connection and credential alias for Google – Instead of using the default Google_Calendar alias, you can create your own connection and credential alias to use it with your Google Calendar provider.

      • Setup OAuth connectivity with Google Calendar – Create an application registry for Google Calendar with ServiceNow to synchronize reservations. Perform this app registration if you want to create your own connection and credential alias for Google Calendar.

      • Configure Google as calendar provider – Configure Google as calendar provider to start synchronizing reservation. Link it to the connection and credential alias and configure rooms to start synchronizing.

      • Create a personal authentication mode connection for Google – As an admin, establish a personal authentication mode connection for Google Calendar to synchronize reservations. A user-level authentication token is generated that enables you to create, update, or cancel reservations to synchronize events on the Google Calendar.

      • Set up personal authentication mode OAuth connectivity with Google – Create a personal authentication mode application registry for Google Calendar with your instance for OAuth authorization.

      • Configure a personal authentication mode Connection and Credential alias for Google – Establish a personal authentication mode connection and credential alias for Google Calendar. Confirm that the values for the connection and credentials alias are set as specified.

    • Microsoft Exchange On-Premises - Calendar synchronization – Create a connection with Microsoft Exchange On-Premises and synchronize reservations made using the Workplace Reservation Management application. You can synchronize all the reservations that are made using the Workplace Reservation Management to the On-Premises calendar and vice versa. The reservation synchronization from an On-Premises calendar to the Workplace Reservation Management is performed using various approaches like subscriptions, synchronization tokens, events, and occurrences.

      • Create a normal mode connection for Microsoft Exchange On-Premises – Configure a normal mode connection between the Microsoft Exchange On-Premises and ServiceNow.

      • Connect Microsoft Exchange On-Premises MID server with ServiceNow – Configure connection between the MID server of Microsoft Exchange On-Premises and ServiceNow to synchronize reservations.

      • Create a Connection and credential alias – Establish a connection and credential alias for Microsoft Exchange On-Premises so that you can synchronize reservations. Ensure that the values for the connection and credentials alias are set as specified.

      • Configure On-Premises as calendar provider – Set Microsoft Exchange On-Premises as calendar provider to sync reservations. Specify the calendar processor, the sync-related settings, and strict mode preference.

      • Create a strict mode connection for Microsoft Exchange On-Premises – Configure a strict mode connection between the Microsoft Exchange On-Premises and ServiceNow. Specify your strict mode setting and email address.

      • Connect Microsoft Exchange On-Premises MID server with ServiceNow – Configure connection between the MID server of Microsoft Exchange On-Premises and ServiceNow to synchronize reservations.

      • Create a strict mode Connection and credential alias – Establish a strict mode connection and credential alias for Microsoft Exchange On-Premises so that you can synchronize reservations. Ensure that the values for the connection and credentials alias are set as specified.

      • Configure Exchange On-premises in strict mode – Configure Microsoft Exchange On-Premises as calendar provider in strict mode to sync reservations. Specify your strict mode setting and the strict mode email address.

      • Create single or multiple provider on Exchange – Configure single or multiple providers to the Microsoft Exchange On-Premises calendar provider.

    • Add multiple Reservable Sync Configurations – Add workplace items that must be synchronized with the calendar provider whenever an employee makes a reservation.

      • Activate or deactivate a Reservable sync configuration – You can activate or deactivate a reservable sync configuration if it is not required at any time.

    • No request handling – Make a ‘No request’ call to test the configuration with the calendar provider.

    • Synchronize past reservations – Sync reservations made in the past, that is, before configuring the reservation synchronization setup.

    • Retrieve reservations – Retrieves all the events for the active Reservable Sync Configurations from Microsoft Outlook to Workplace Service Delivery.

    • Export reservations to the calendar provider – As a one time procedure, export all your confirmed reservations to your calendar provider for synchronization.

  • Manage – As an admin, monitor the number of events and calendar items in the Workplace Calendar Synchronization application whenever a reservation is synchronized.

    • View synchronization details – Check the number of the events and calendar items that are created during a synchronization.

    • Events in Workplace Calendar Synchronization – For every reservation-related action, an event is created in Workplace Calendar Synchronization

    • Synchronization - Prerequisites and implementation – When you connect to your calendar provider for synchronization, you may incur a few connection or synchronization-related issues.

    • Run Instance scan to check Microsoft Exchange Online synchronization configuration – Execute an Instance scan on your ph keyref=“var.workplace-calendar-sync”/> configuration with Microsoft Exchange Online. The Instance Scan application diagnoses the configurations with the calendar provider by running a series of checks using suites.

  • Analytics and Reporting – Monitor the status of reservation synchronizations.

    • Synchronization Health Dashboard – Use this dashboard to track the reservation synchronization. Monitor number of events and calendar items created in the application and other details related to them.

  • Reference – Learn more about the roles, tables, system properties, scheduled jobs and flows installed with the Workplace Calendar Synchronization application.

    • Components installed with Workplace Calendar Synchronization – Several types of components are installed with the Workplace Calendar Synchronization application, including tables and user roles.

    • Properties installed with Workplace Calendar Synchronization – Customize the properties available with Workplace Calendar Synchronization.

    • Scheduled jobs installed with Workplace Calendar Synchronization – The Workplace Calendar Synchronization includes scheduled jobs to process a few synchronizations seamlessly.

    • Flows installed with Workplace Calendar Synchronization – Below are the flows that run on different timelines.

    • Instance scan findings – After the instance scan completes, on the Scan Result form, review the findings in the Scan Findings related list.

    • Provider form – The Provider form includes calendar provider details and provider configuration field details.

    • Third-party OAuth Provider form – The Third-party OAuth Provider form includes OAuth provider details such as the client ID and client secret for personal authentication.

    • Resolving connection setup issues in Workplace Calendar Synchronization – This section helps administrators troubleshoot connection setup issues in Workplace Calendar Synchronization. Calendar sync integrates ServiceNow Workplace with external calendar providers — Microsoft Exchange Online and Google Calendar — to synchronize room and resource availability.

  • Workplace Space Mapping – ServiceNow Workplace Space Mapping provides indoor maps for interactive locations and wayfinding with Indoor Mapping and Mappedin. Indoor Mapping is part of the Workplace Service Delivery suite while Mappedin a third-party map provider.

  • Explore – Workplace Space Mapping provides interactive locations and wayfinding solutions in your workplace with Indoor Mapping and Mappedin. Indoor Mapping provides inbuilt indoor maps for Workplace Space Mapping. Mappedin is a third-party map provider.

  • Configure – Install and Configure Workplace Space Mapping with Indoor Mapping and Mappedin (third-party map provider).

    • Setting up Workplace Space Mapping – Configure and synchronize Indoor Mapping and Mappedin map data and objects with Workplace Service Delivery.

    • Maintain Workplace Service Delivery Mappedin credentials – To configure and work with Mappedin ensure that you have a valid login credential. Work with the Mappedin to obtain these credentials.

    • Customize the map properties – Customize how your map renders in the Workplace Service Portal by configuring Workplace Space Mapping properties.

    • Configure Workplace Indoor Mapping – Configure Indoor Mapping map data and objects to work with Workplace Service Delivery with Indoor Mapping.

    • Install Workplace Indoor Mapping dependent plugins – Install the dependent plugins for Indoor Mapping.

    • Create a new Indoor Mapping space – Create a Indoor Mapping space in Workplace Indoor Mapping.

    • Configure Mappedin – Mappedin is a third-party Indoor map provider. Integrate Mappedin with Workplace Service Delivery to provide indoor navigation.

    • Install the Mappedin integration – Activate the Mappedin integration if you have the admin role.

    • Maintain import properties – Use Import Properties when you create your own credential records, scheduled imports, or data sources. Currently, the properties are configured for the records used when importing.

    • Convert Mappedin data to Workplace Space Mapping data – Use the Mappedin Type Mappings table to convert data from Mappedin to Workplace Space Mapping data.

      • Maintain type mappings – Use Type mappings to convert the Type and Subtype locations in Mappedin to the Table and Space type used in Workplace Space Mapping.

      • Import a new building - Mappedin – Use Import a new building to import the Mappedin map and define the building details.

      • Import an existing building - Mappedin – Follow these steps to import an existing building for a Mappedin map.

  • Use – With Workplace Space Mapping, your organization can integrate with third-party applications such as Mappedin, customize imported maps, and manage the required data.

    • Use external IDs to match spaces – After importing a new Mappedin building or after importing an existing Mappedin building, if the locations don’t match in Mappedin and Workplace Service Delivery, then use external IDs to resolve space location issues.

  • Reference – Learn more about Workplace Space Mapping and the components installed with it, such as specific user roles.

    • Components installed with Workplace Space Mapping – Several types of components are installed with Workplace Space Mapping, including tables and user roles.

    • Properties installed with Workplace Space Mapping – The following properties are installed with Workplace Space Mapping. Navigate to All Workplace Space Mapping Properties or enter sys_properties.list in the context menu and search for Workplace Space Mapping properties.

  • Workplace Space Management – Efficiently supervise every single location of your organization by using the ServiceNow Workplace Space Management application.

  • Explore – Space Management helps workplace users find and book a desk near their team members, reserve meeting rooms for a client or team meeting, and reserve parking spaces. It allows the inventory of available workplace spaces to be optimized for employees so that they can perform their work more efficiently.

    • Space Optimization – As a space planner, you can use the Workplace Central to monitor all your scenarios and workplace-related information from a single page called Space Optimization.

    • Scenario Planning – Manage space allocations in your workplace in the most efficient way using the Space optimization scenario planning feature. Adjust your existing space allocations, floor arrangements, and employee seating plan by creating a scenario and deploying it.

    • Schedule Planning – Manage space assignments to help employees head back to the office.

    • Allocation - types, setting, and impact – You can categorize the locations in your organization based on cost center, department, or workplace entity.

  • Configure – Install and configure Workplace Space Management for workplace space optimization.

    • Install Workplace Space Management – Install the Workplace Space Management application from the ServiceNow Store. Visit the ServiceNow Store 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.

  • Manage – Apart from the space administration features provided by Workplace Core, the Workplace Space Management application enables you to configure exclusive space-related settings.

    • Add a campus – A Workplace Service Delivery campus contains buildings, floors, areas, or spaces.

    • Add a building using Workplace Space Management – Create a record for every building that is part of your organization. Specify to which region, site, and time zone does the building belong to.

    • Add a floor using Workplace Space Management – Create a record for every floor of a building. Specify the measurement details of the floor such as the total size and the usable size.

    • Add an area using Workplace Space Management – Create a record for every area that is located on a floor.

    • Add a room using Workplace Space Management – Create a record for every room located in an area or a floor. Specify the size of the room. Assign the room to a cost center or a department.

    • Add a space using Workplace Space Management – Create a space record for every workspace located on a floor. Specify the space type and the size of the space.

    • Configure a space type as usable with Workplace Space Management – Specify if a space type is usable or not by using the Space type configuration functionality. Specify if the space can or cannot be used for reservations.

    • Allocate a cost center, department, or workplace entity – Assign either a cost center, department, or workplace entity to a workplace location. Manage space consumptions, expenses, workplace assignments, and reservations based on an employee cost center, department, or workplace entity.

    • Configure a workspace or desk as flexible or permanent – Define if a space is flexible or permanent. On the Reservation portal, the availability of a space for a user profile depends on its assignment type.

    • Update the measurement details of a workplace location – Specify the size of a location. If the location is an area, floor or building, then you can update or recalculate the total and usable size.

    • Change the status of a workplace location – Change the availability of a workplace location to Active, Future, Temporary, or Retired. The availability of a workplace location for any workplace-related activities is determined based on the status that is set.

    • Configure a BOMA type – Define a BOMA type using which you can classify a space based on its BOMA standard.

    • Map a space type with BOMA type – Using Workplace Space Management, map a space type that you created using Workplace Core with a BOMA type.

    • Create a Space Recommender rule – Define a space recommender rule using which the qualifying spaces must be calculated when a user raises a space assistance request using Workplace Service Portal. You must have Workplace Central plugin.

    • Configure a Space Recommender Rule set – Create a space recommender rule set consisting multiple rules. The rule set calculates the qualifying spaces when a user submits a space assistance request using the Workplace Service Portal. You must have Workplace Central plugin.

    • Add space recommender rules to a space recommender rule set – Add rules to a space recommender rule set based on which qualifying spaces must be calculated when a space assistance request is raised using the Workplace Service Portal. A rule set is a collection of rules.

    • Raise a space assistance request – Submit a workplace service request to get space allocation recommendations using the Workplace Service Portal. The Workplace Service Delivery space assistance provides you with the best space allocation plan options based on the space quantity and the department that you specify. You can select the most suitable allocation or none. Depending on your selection, the Space planner deploys the plan to use.

    • Create a view-by configuration – Create a configuration to filter the view of the scenario planner or building overview.

    • Create a KPI Configuration – Create a key performance indicator (KPI) that aggregates values from the Space table for use in the Space Planning module.

    • Reviewing allocation changes – Review allocation changes in the Space Allocation Type Change Tracker table to plan changes for your scenarios.

  • Managing neighborhoods – Neighborhood is moved from Workplace Space Management version 1.17.0 to Workplace Core version 2.23.2.

  • Reference – Several components and properties are installed with Workplace Space Management.

    • Components installed with Workplace Space Management – Several types of components are installed with the Workplace Space Management application, including tables and user roles.

    • Properties installed with Workplace Space Management – Customize the properties available with Workplace Space Management.

    • View by Configuration form – The view by configuration form helps you select the table and field used to filter the view on the scenario planner or building overview.

    • KPI Configuration form – The KPI Configuration form helps you create a key performance indicator for the Space Planning module in Workplace Central.

  • Workplace Maintenance Management – Workplace Maintenance Management provides preventive maintenance plans for enterprise assets and workplace locations. Maintenance managers can perform maintenance planning for workplace services.

  • Explore – Workplace administrators and managers can create maintenance plans for preventive maintenance. Create duration or meter-based schedules for locations or assets. Associate different templates to your plan records to create maintenance cases.

  • Configure – Install and configure Workplace Maintenance Management for creating and managing workplace maintenance plans.

    • Install Workplace Maintenance Management – Install the Workplace Maintenance Management ( application from the ServiceNow Store. Visit the ServiceNow Store 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.

  • Manage – Manage Workplace Maintenance plans for workplace models (assets) and workplace locations.

    • Create and publish maintenance plans – Create a maintenance plan for workplace assets and locations. Associate multiple services to different plan records based on the type of workplace maintenance activity.

    • Maintenance plan calendar view – After publishing a maintenance plan, the plan opens in a calendar view. The calendar view shows the plan details, maintenance items, schedules, plan records, and maintenance cases for a selected plan record.

    • Create or copy a maintenance schedule – After creating a maintenance plan, define a maintenance schedule for a maintenance plan. Define duration or meter-based schedules for your assets or locations on a daily, weekly, monthly, or yearly basis.

    • Workplace planned maintenance scheduled job – The scheduled Job Workplace Planned Maintenance Nightly Run runs at the configured time and creates maintenance cases. It also pre-creates maintenance cases when the scheduled duration is less than a day.

    • Create workplace services – Create Workplace services like catering, office supply, parking, or any other service. Associate this service to a default general request template.

    • Create plan service configuration – Configure a plan service to associate workplace services and set scheduling conditions for a plan record.

    • Workplace maintenance cases – The schedule job creates maintenance cases for plan records.

    • Workplace Maintenance Management dashboard and analytics – The Workplace Maintenance Management dashboard and reporting module provide high-level reporting on maintenance plans, plan records, and cases. Preventive maintenance dashboard provides insights for workplace managers and administrators on all plans, live active plans, plans in draft state, and maintenance cases.

  • Reference – Several roles and views are available to help manage plan records with Workplace Maintenance Management.

    • Maintenance plan schedule examples – Maintenance plans are created for models (assets) or locations. The schedule trigger type defined for a maintenance plan can be meter or duration-based schedule. Associate multiple templates to maintenance schedules as required. The scheduled job fetches plan records that have a template associated to it and creates maintenance cases for a maintenance plan.

    • Components installed with Workplace Maintenance Management – Different roles and components or tables are available with the installation of Workplace Maintenance Management.

  • Workplace Lease Administration – The ServiceNow Workplace Lease Administration enables you to create, manage and track workplace contracts from a single interface. You can also add workplace contract services, assets, locations, documents and track important dates. ServiceNow

  • Explore – The ServiceNow Workplace Lease Administration enables you to create, manage and track workplace contracts from a single interface. You can also add workplace contract services, assets, locations, documents and track important dates.

  • Configure – As an admin, you can configure Workplace Lease Administration and enable workplace lease administration users to create and manage workplace contracts.

    • Activate Workplace Lease Administration – You can activate the Workplace Lease Administration plugin (sn_wsd_la) for Workplace Lease Administration if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

  • Use – As a lease manager or administrator manager, you can create, manage, and track workplace contracts. You can add workplace contract services, relevant documents, and track important milestones.

    • Working with Workplace Lease Administration from the Core UI – Create and manage workplace contracts from Core UI.

    • Create workplace contracts in Core UI – As a lease administrator or manager, you can create workplace contracts and also add assets, terms and conditions, contract locations, and documents to a contract.

      • Add a workplace contract service to a contract in Core UI – Workplace contract services are the common services offered as part of the lease contract. You can add and track the services along with their associated costs.

      • Add a workplace contract location in Core UI – Add a location that is covered by the contract to a workplace contract.

      • Add assets to a workplace contract in Core UI – Add assets to a workplace contract, including software licenses, to specify what the contract legally covers.

      • Add workplace contract clauses in Core UI – Add workplace contract clauses, including insurance clause, parking clause, warranty clauses to store the lease contract clauses.

      • Add workplace contract options in Core UI – Add workplace contract options such as option to renew, option to sub lease, option to terminate to store the lease contract options.

      • Add workplace contract responsibilities in Core UI – Add workplace responsibilities to indicate who (landlord or tenant) is responsible for different activities such as lawn maintenance, painting, repairing.

      • Add and build contract terms and conditions in Core UI – Add and build terms and condition when a contract is in the Awaiting Review, Rejected, or Renewal Rejected substate.

      • Add a document to a workplace contract in Core UI – Add documents to the workplace contract to maintain a record of all relevant documents and different versions of those documents.

    • Submit workplace contract for review in Core UI – You can send a contract that is in Draft state for approval.

    • Approve or reject a workplace contract in Core UI – As a lease administrator or manager, you can approve or reject a workplace contract after it is submitted for review.

    • Working with Workplace Lease Administration from the Workplace Central – Create and manage workplace contracts from the Workplace Central.

    • Create workplace contracts in Workplace Central – As a lease administrator or manager, you can create workplace contracts and also add assets, terms and conditions, contract locations, and documents to a contract.

      • Add a workplace contract service in Workplace Central – Workplace contract services are the common services offered as part of the lease contract. You can add and track the services along with their associated costs.

      • Add workplace contract locations in Workplace Central – Add locations to the workplace contract for the locations the contract covers.

      • Add asset to workplace contract in Workplace Central – Add assets to the workplace contracts.

      • Add workplace contract clause in Workplace Central – Add workplace contract clauses, including insurance clause, parking clause, warranty clauses to store the lease contract clauses.

      • Add workplace contract options in Workplace Central – Add workplace contract options such as option to renew, option to sub lease, option to terminate to store the lease contract options.

      • Add workspace contract responsibilities in Workplace Central – Add workplace responsibilities to indicate who (landlord or tenant) is responsible for different activities such as lawn maintenance, painting, repairing.

      • Add and build terms and conditions in Workplace Central – After you create a terms and conditions record, add the record to a lease contract that is in the Awaiting Review, Rejected, or Renewal Rejected substate.

      • Add documents to a workplace contract in Workplace Central – Add documents to the workplace contract to maintain all the relevant documents in a single place and maintain different versions of the document.

    • Submit a workplace contract for review in Workplace Central – You can send a contract that is in Draft state for approval.

    • Approve or reject workplace contract in Workplace Central – Approve or reject a workplace contract after it is submitted for review.

  • Manage workplace contracts – Lease administrators and managers can track, renew, and view information related to workplace contracts.

    • Manage workplace contracts from Core UI – Lease administrators and managers can track, renew, and view information related to workplace contracts from Core UI.

    • Renew workplace contract in Core UI – Renew a workplace contract after you have created it, when it is approaching expiration, or when it has expired.

    • Adjust workplace contract in Core UI – Change the start date, end date, or payment amount after the contract is in the Active state.

    • Cancel workplace contract in Core UI – Cancel an active contract if it is no longer relevant.

    • Manage workplace contracts from Workplace Central – Lease administrators and managers can track, renew, and view information related to workplace contracts from Workplace Central.

    • Renew workplace contract in Workplace Central – Renew a workplace contract after you have created it, when it is approaching expiration, or when it has expired.

    • Adjust workplace contract in Workplace Central – Change the start date, end date, or amount to be paid for an contract in active state.

    • Cancel workplace contract in Workplace Central – Cancel an active contract if it is no longer relevant.

  • Reference – Learn more about the forms used to create new records.

    • Workplace contract new record form – As lease administrator and manager you can use the workplace contract new record form to create new lease contracts.

    • Components installed with Workplace Lease Administration – Several types of components are installed with activation of the Workplace Lease Administration application, including user roles and tables.

    • Scripts installed with Workplace Lease Administration – Scripts installed with Workplace Lease Administration.

  • Workplace Reservations for Microsoft Outlook Add-in – Reserve a workplace space in less than a minute without using the Reservation portal. The ServiceNow Workplace Reservations for Microsoft Outlook Add-in enables you to make a reservation using Microsoft Outlook directly.

  • Explore – Reserve a workplace space in less than a minute without using the Reservation portal. The ServiceNow Workplace Reservations for Microsoft Outlook Add-in enables you to make a reservation using Microsoft Outlook directly.

  • Configure – Install Workplace Reservations for Microsoft Outlook Add-in and configure the manifest file.

    • Install Workplace Reservations for Microsoft Outlook Add-in – Install the Workplace Reservations for Microsoft Outlook Add-in application from ServiceNow Store applications. Visit the ServiceNow Store 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.

    • Create a manifest file for Microsoft Outlook Add-in – Create a manifest file and customize it as per your organization standards to configure the add-in in Microsoft Outlook.

    • Upload the manifest file for a single user – After you create the manifest file, make it available for usage within Microsoft Outlook. You can upload the add-in for a single user use.

    • Upload the manifest file in Microsoft Office 365 – After you create a manifest file, upload it to Microsoft Office 365. You can view and use the add-in Microsoft Office 365 after you upload the manifest file.

  • Make a reservation using Workplace Reservations for Microsoft Outlook Add-in – Schedule an event or appointment in the Microsoft Outlook using the additional features provided by the Workplace Reservations for Microsoft Outlook Add-in application.

  • Reference – Learn more about the role, tables and system properties installed with the Workplace Reservations for Microsoft Outlook Add-in application.

    • Microsoft Outlook Add-in Components – Several types of components are installed with the Workplace Space Management application, including tables and user roles.

    • Microsoft Outlook Add-in Properties – Customize the properties available with Workplace Reservations for Microsoft Outlook Add-in.

  • Workplace Move Management – The ServiceNow Workplace Move Management application enables your employees to relocate from one location to another without any hassle and without a required manual permission. Manage and fulfil employee move requests in simple steps.

  • Explore – Manage and fulfill employee requests with Workplace Move Management.

  • Configure – Install and configure Workplace Move Management for workplace users.

    • Install Workplace Move Management – Install the Workplace Move Management application from the ServiceNow Store. Visit the ServiceNow Store 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.

  • Manage – As an admin, you can create or edit workplace services and record producers related to move requests. You can create or edit move tasks to fulfill a move request case.

    • Create a move request on behalf of an employee – Create a move request on behalf of an employee from the application directly instead of using the Workplace Service Portal.

    • Raise a move request for a space change – Create a move request to relocate to another space. Specify why you want to move and when you want to move. You can select a space that is located in your current building or at a different building. You can also select a desk directly on the floor map.

    • Update a move request workplace service – As a workplace manager, modify a move request that is created in the Workplace Case Management application. You can add move tasks, edit a task template, add child move cases, and more.

    • Update a move-related workplace service record producer – Update a move-related workplace service record producer. Link a workplace service to one or more record producers.

    • Create a move-related knowledge base article – Create a knowledge base article so that you can provide move-related information or notices to employees.

    • Review move conflicts – You can review the reason behind a move request conflict and decide how to resolve the conflict.

  • Analytics and Reporting – Raise a move request on behalf of an employee, update a move request workplace service or a move-related workplace record producer, or create a move-related knowledge base article with Workplace Move Management

    • View move requests – Monitor the move requests that are assigned to you, the requests that are currently open, and all the other requests that are created in the application.

    • View move tasks – Monitor the move-related tasks that are created in the application to fulfill a move request. View the move tasks assigned to you, the tasks that are currently open, and all the move tasks created in the application.

  • Reference – Several components and properties are installed with Workplace Move Management.

    • Components installed with Workplace Move Management – Several types of components are installed with the Workplace Move Management application, including tables and user roles.

  • Workplace Service Delivery for Mobile – Access your workplace-related services and other information on your mobile device using the ServiceNow Workplace Service Delivery for Mobile.

  • Explore – Manage your workplace reservations using the ServiceNow Now Mobile app.

  • Configure – Configure Workplace Service Delivery for Mobile to make reservations using the Now Mobile app.

    • Install Workplace Service Delivery for Mobile – Install the Workplace Service Delivery for Mobile application from the ServiceNow Store .

    • Mobile Wayfinding Administration – Configure map providers to enable Workplace Service Delivery for Mobile users to get directions to another workplace easily.

    • Configure a custom map screen – Configure a map screen to see location-based information on a map from a mobile app. The map highlights points of interest and users can switch between a map view and list view.

    • Configure a custom Map provider – Configure map providers so that directions are displayed from one location to another in Workplace Service Delivery for Mobile

    • Enable map view to create reservations – Enable map view for mobile employee users so that they can reserve spaces using floor maps Now Mobile app.

    • Configure the Toggle map view property – Configure the Toggle map view option on the Now Mobile app app while reserving a space.

    • Configure AI search for Workplace Service Delivery for Mobile – Install and configure AI search with Workplace Service Delivery for Mobile. Users can use AI search to search for campus, buildings, floors, or spaces.

    • Configure map properties for Location directory – Configure map properties to enable reservation states, occupancy states, display permanent seat assignments, or auto-refresh time interval for showing the latest reservation and occupancy information on the map. Show or hide neighborhoods on the Location directory.

  • Manage workplace schedule and in-office presence using Workplace Service Delivery for Mobile – Employees can plan their hybrid workplace schedule using the Workplace Service Delivery for Mobile. They can reserve a space for a day or make bulk reservations using Workplace.

    • Manage your in-office presence preferences – Employees can customize and manage their in-office or workday presence preferences.

    • Create a reservation for a day in Workplace – Reserve your preferred workspace in Workplace using the Workplace Service Delivery for Mobile app.

    • Create bulk reservations in Workplace – Create bulk reservations in Workplace using the Workplace Service Delivery for Mobile. Employee can manage multiple planned reservations from the Workplace page.

    • Review and edit your reservations in Workplace – Update or edit reservations in Workplace using the Workplace Service Delivery for Mobile application. Update your location, date, and time of your existing reservations.

  • Use – Use the Workplace Service Delivery for Mobile for making reservations using the Now Mobile app. Edit or update reservations, sharing reservation details with workplace users, for wayfinding.

    • Search for a campus, building and a space using AI Search – The AI search capability in Workplace Service Delivery for Mobile provides AI contextual search for campuses, buildings, floors, and spaces.

    • Make a reservation using the Now Mobile app – Reserve a workplace location from anywhere and at any time using the Now Mobile app.

    • Get directions to a workplace – View the directions from one workplace location to another using the Workplace Service Delivery for Mobile.

    • Edit or cancel a reservation on Now Mobile app – Modify your upcoming reservation or cancel the reservation at any time using the Now Mobile app.

    • Check in or check out a reservation – Check in an upcoming reservation or check out an ending reservation using the Now Mobile app.

    • Share your reservation details with other users – Share the details of your reservation with a colleague. An email notification is sent to the colleague with the details. The colleague can also make a reservation near to your workplace.

    • Scan the QR code to reserve a space – Scan the QR code of a workplace and quickly reserve a space using the Now Mobile app.

    • Work with Location Directory for Now Mobile app – Work with Map view and Card view on the Location directory. Search for employees, locations, and neighborhoods. Filter spaces based on reservation status, occupancy status, and space types. Get directions to a workplace location or collaborators or a workplace profile user using floor maps. Reserve a space or raise a workplace service request or an issue for a location.

  • Reference – Learn more about the system properties installed with the Workplace Service Delivery for Mobile application.

    • Components installed with Workplace Service Delivery for Mobile – The following table, role, and properties are installed with Workplace Service Delivery for Mobile.

    • Properties installed with Workplace Service Delivery for Mobile – Several properties are available with Workplace Service Delivery for Mobile.

  • Indoor Mapping – Indoor Mapping Map Studio provides building visualization and wayfinding capabilities to workplace users within a campus, building, floor, and work spaces. Indoor Mapping Map Studio is the interface where you visualize and design your maps to create digitalized interactive locations within workplaces and buildings.

  • Explore – Indoor maps objects and data can be synchronized with Workplace Service Delivery and can be used for reservation management, case management, move management, and within the location directory for wayfinding.

  • Configure – Install and configure Indoor Mapping map instance data and properties.

    • Install Indoor Mapping – Install the Indoor Mapping application (sn_map_core) with dependent plugins.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:

    • Configure your map instance data – Indoor Mapping provides a set of default parameters to display and configure all your maps.

    • Configure role-based access in Indoor Mapping – Configure Indoor Mapping to update role-based access for map administrators, map editors and the map editor limited roles.

    • Indoor Mapping properties – Customize and render map components and objects by updating the Indoor Mapping properties.

  • Manage CAD source files – Manage your CAD source files using the Autocad import tool in Indoor Mapping v1.8.0.

    • Autocad import requirements – After adding a building, you can start importing your CAD floor plan source file in the Map Studio.

    • Autocad import tool – The Autocad import tool in Indoor Mapping v 1.8.0 provides the ability to configure, optimize, improve the quality and level of design and details in your CAD file.

    • Configure the AutoCAD import tool – Configure and import your CAD source file to Map Studio.

    • CAD configuration – The CAD Configuration page layout provides the Map Configuration tab and the CAD Editor tab options.

      • Map Configuration tab – Manage CAD layers, places, text, block, layer types, and place types using the Map Configuration preview layout.

      • CAD Editor tab – CAD editor provides editing and drawing tools to edit and optimize your CAD source file. Add or update text, place, or a block attribute. Resolve missing polylines, polygons, and place types in your CAD file.

    • Configure CAD objects using the Map Configuration tab – Manage objects and elements in your CAD file using the Map Configuration tab.

      • Georeference your floor plan – Georeference and position your source floor plan on the map to scale it.

      • Configure layers – Select a layer on the Map Configuration preview and edit it.

      • Configure places – Configure Places using the Map Configuration preview layout. Retrieve place types from the CAD file.

    • Configure CAD objects using the CAD Editor tab – Edit and manage CAD objects using the CAD Editor tab. Draw polylines or polygons, add text or mtext, edit text, place or block attributes.

      • Isolate a layer in the CAD editor – CAD editor provides the ability to isolate a layer from multiple layers while editing your CAD file.

      • Hide or show a layer in the CAD editor – Hide or display a layer while you’re editing and updating layers in the CAD Editor.

      • Drawing and editing tools in the CAD editor – The CAD Editor tab provides editing and drawing tools to configure, optimize, and edit your CAD files before importing it to the Map Studio.

      • Draw a polyline or a polygon – Draw a polyline, polygon, or a geometrical shape using the Draw line tool available in the CAD Editor. Join lines to form a polygon or a shape.

      • Update or add text attributes – Add, edit, update, or remove text attributes in the CAD Editor.

      • Editing block attributes – Edit block attributes in CAD Editor.

      • Closing a geometry or a polyline in a layer – Close an unclosed line in a layer on the CAD editor.

    • Export CAD configuration – Export the updated CAD changes to your CAD file. Exporting the updated changes creates a copy of the modified CAD file in Indoor Mapping.

    • Import CAD configuration – After your CAD configuration is complete, import the CAD configuration changes.

    • Edit file settings – Modify the unit file settings of your CAD source file.

    • Bulk hierarchy upload – Use the Bulk hierarchy upload feature to import campus, building, and floor details by uploading Excel or CSV files.

    • Download Excel templates – Use an Excel template to provide information about your campuses, buildings, and floors.

    • Upload Excel files – Import geographical data by uploading Excel files containing information about your campuses, buildings, and floors.

    • Upload CAD files – Import floor plans by uploading the CAD files in bulk.

    • Bulk update floor plans – Use the Bulk import feature to update floor plans by importing multiple CAD files.

    • Create an Import Group – Create an import group and use it to update floor plans in bulk.

    • Work on an import task – Select a source and resolve issues to complete the import task for a floor plan.

    • Compute CAD file properties – Extract room and space dimensions from CAD files or Indoor Mapping Map Studio. Use the extracted properties in Workplace Service Delivery (WSD) space measurement table.

    • Compute Autocad floor surface area – Compute floor size area and dimensions in Indoor Mapping Map Studio while importing your AutoCAD floor sources.

  • Raster file requirements – Raster files are flat files and therefore, design and places have to be manually created. Raster floor plan files must meet the Map Studio import requirements.

    • Import Raster files – After creating your campus, buildings, and floor, upload and import the raster floor plan sources.

  • Manage map objects and data – Manage the map objects and map data from the Map Studio interface. Customize your maps as often as required.

    • Create a campus with buildings and floors – Create your first Indoor Mapping campus and add a few buildings and floors to it using the Indoor Mapping Map Studio. Import your CAD and raster image source files to complete your campus configuration.

    • Working with boundary editor – Boundary editor helps to define the mapped area of a campus on the global map by adjusting the campus boundaries to visualize the location of a campus and building on a map. Boundaries are used to differentiate between outdoor maps and indoor mapped areas.

    • Import outdoor elements – Import outdoor elements that you want to display on the indoor map. This can be a graphic element such as a logo or a an outdoor parking lot with parking spaces that needs to be created as Places.

    • Manage places – Edit campus and buildings to add places, icons, and place types that you want to display on the indoor maps.

    • Create Indoor Mapping icons and place types – To manage places and place types in Indoor Mapping Map Studio, start with creating icons for places, and then create a place type.

    • Manage Directions – Directions are used to compute routes from point A to point B on the map. Map administrators can manually draw lines on the floor map areas where people are allowed to walk within a building. This cannot be automated and has to be done manually.

    • Create a connector type – Create connectors (stairs, elevators, escalators, ramps) and activate the connector type in the View editor. Connector Type contains the style (icon) and properties for each connector.

    • Copy direction graphs to multiple floors – Select a campus or building and copy floor direction graphs from a floor to a single floor or multiple floors in a building.

    • Edit with view editor – Edit and customize indoor maps with the Map Studio view editor. Enabling the default view in Indoor Mapping is a mandatory step so that maps can render in Workplace Service Delivery.

    • View editor content – Work with the View Editor content and customize the campus, buildings, layers, places, connectors, and direction modes properties.

    • Map preview – Use theMap Preview to display maps and test directions that you have created in the Indoor Mapping Map Studio. Testing directions will ensure that directions graphs in wayfinding works as expected for employees and visitors.

    • Print a map – Print a map by configuring relevant options and applying filters.

    • Create Snapshots to migrate Indoor Mapping data – Create snapshots for taking point-in-time backups of your Indoor Mapping map data and objects and migrate the snapshots to Workplace Service Delivery instances.

    • Keyboard shortcuts – The keyboard shortcuts provided with Indoor Mapping allow Map Studio administrators to quickly perform common administrative tasks by using keys in the Map Studio.

    • Synchronize Indoor Mapping with Workplace Service Delivery – Synchronize Indoor Mapping locations and map data objects with Workplace Service Delivery campus, buildings, floors, and spaces.

    • Synchronize Indoor Mapping with CMN Locations – Create a new CMN Location or synchronize an existing CMN Location with a corresponding Indoor Mapping Place type.

    • Enable the CMN location property – To synchronize CMN Location types with Indoor Mapping, enable the system property sn_map_core.cmn_location_sync_enabled.

    • Add CMN locations and map it to Indoor Mapping Place types – CMN Locations types are not available by default in the Indoor Mapping Place types table. Associate or map an existing CMN Location type in your instance with a corresponding CMN Location Type column in the Indoor Mapping Place Types table. When CMN Location types are not available, create a CMN location type to associate it with a Indoor Mapping Place type.

    • Synchronize Indoor Mapping map data with CMN location – Synchronize the CMN Locations and Location place types with Indoor Mapping map data, places, and place types.

    • Using enhanced synchronization – Synchronize your workplace locations with your Indoor Mapping data by using the enhanced sync feature.

    • Manage enhanced sync operations – Review pending sync operations and decide whether to process or ignore the operation.

  • Autocad tool – Autocad tool in Indoor Mapping v1.7.0 and earlier versions. It provides the ability to import the CAD file to Map Studio and make few configuration changes to places and file size units.

    • Import CAD files to Map Studio – Create a campus, add few buildings and floors to the campus. Upload your CAD floor plan to make configuration changes and preview the CAD design layout.

  • Reference – Learn more about the Indoor Mapping basic indoor mapping terms, and the components installed with indoor maps like roles, tables, and properties.

    • Map components installed with Indoor Mapping – Several types of components are installed with the Indoor Mapping application, including user roles, tables, and scheduled jobs.

    • Indoor Mapping terminology – Key terms used in Indoor Mapping.

    • Snapshot Impacted tables – Few Indoor Mapping and Workplace Indoor Mapping tables are impacted during the snapshot process when the Indoor Mapping backup data is migrated to Workplace Service Delivery instances.

    • Map printing options – The map printing options provide configurations for the page format, font, icons, collision, legend, and timestamps.

    • Floor map import group form – You can specify details about the import group and select users who must be notified of the import progress.

    • Enhanced Sync Properties – You can define the behavior of sync operations by configuring the Enhanced Sync properties.

    • Bulk upload Excel columns – Use the bulk upload template to provide information about your campuses, buildings, and floors.

    • Resolving cloning issues in Indoor Mapping instances – After cloning a Indoor Mapping source instance to a target instance, workplace administrators may observe missing attachments and data discrepancies in their target instance.

  • Workplace Central – Maintain workplaces more efficiently using a single workspace, Workplace Central. As an admin, workplace manager, space planner, lease administrator, or lease manager, you can use the Workplace Central application to perform workplace-related activities like planning, monitoring, viewing, and optimizing workplaces in less time.

  • Explore – Workplace Central is a one-stop application where you can view key metrics, and access or control all your workplace-related operations.

    • Lists module – The Lists module is a common dashboard that contains lists for the application tables and custom lists.

    • Workplace Analytics – The ServiceNow Workplace Analytics dashboard displays key metrics that enable you to optimize the use of workplace resources and maximize your return on investment.

    • Space Planning – Create, understand, and manage core functions like space hierarchy, neighborhoods, and user assignments.

    • Space Optimization – As a space planner, you can use the Workplace Central to monitor all your scenarios and workplace-related information from a single page called Space Optimization.

    • Scenario Planning – Manage space allocations in your workplace in the most efficient way using the Space optimization scenario planning feature. Adjust your existing space allocations, floor arrangements, and employee seating plan by creating a scenario and deploying it.

    • Schedule Planning – Manage space assignments to help employees head back to the office.

    • Space assistance – As a space planner, assist your organization with space planning and their deployment. Work on space requests raised within the organization and implement the changes using the Space Optimization workspace.

    • Event Planner – Manage reservations requested in your organization in a simple event planner. As a Reservation planner, check the current day’s planned reservations and view the reservation details. The schedule view also enables you to reschedule a reservation to another date and time by easily dragging and dropping it to another time.

    • Move Management – Monitor multiple workplace moves at a time seamlessly using the Move Management workspace in the Workplace Central. Create move projects to track the progress of move requests.

    • Case management – As a workplace case manager, manage all your workplace cases from a single place using the Case management workspace in the Workplace Central workspace.

    • Kiosk Indoor Mapping – Enhance visitor and employee experiences by providing indoor maps in kiosks across your workplace.

  • Configure – Install Workplace Central and related plugins.

    • Configure approvers of a scenario – Configure approvers for scenarios that are sent for approval. Edit the scenario approval definition to add or remove scenarios. By default, the workplace managers are configured to approve a scenario

    • Install Workplace Central – Install the Workplace Central application from the ServiceNow Store. Visit the ServiceNow Store 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.

  • Use – Perform workplace-related activities using the Workplace Central application.

    • Creating custom lists on Workplace Central – You can create custom lists using the Lists module on Workplace Central. You can create a custom list by using existing lists from Workplace Central, or by using a system table.

    • Create a custom list based on an existing list – Create a custom list based on an existing list on Workplace Central.

    • Create a custom list based on a system table – Create a custom list on Workplace Central based on a system table.

    • Working with Space Planning – Manage core functions like space hierarchy, neighborhoods, and user assignments.

    • Use Floor Plan – Use the floor plan to manage space and user assignments in your workplace.

      • Edit user assignments on the floor plan – Use the floor plan to edit location or neighborhood assignments for the users.

      • Edit space allocations on the floor plan – Use the floor plan to edit space or neighborhood allocations.

    • Use Stack Plan – Use the stack plan to get a visual overview of the spaces in a building grouped by attributes like project or department. View key numbers like space count and capacity.

    • Manage neighborhoods using Space Planning – As a space planner, create and manage neighborhoods to assign groups of spaces for your organization’s employees.

      • Manage a single neighborhood – Edit the details of a neighborhood like the spaces, workplace profiles, space assignment tasks, and user assignment rules.

    • Manage spaces using Space Planning – As a space planner, manage the spaces, their assignments, and their allocations using the Space Planning module.

    • Manage workplace profiles using Space Planning – Manage the workplace user profiles, their details, and their assignments using the Space Planning module.

    • Manage scenarios using Space Planning – Create, copy, or delete space planning scenarios.

    • Working with Space Optimization – Perform space optimization-related actions such as creating scenarios, approving scenarios and more.

    • Create a scenario – Create a scenario with a building. Add, update, or remove space allocations before publishing and deploying a scenario. Manage and update your scenarios using the Stack plan and Floor map component tabs.

    • Viewing or editing a scenario – You can view the details like the floor details and space KPIs. You can edit a scenario to allocate spaces to projects and neighborhoods, assign spaces to users, or edit space assignments.

      • Edit a scenario using the stack plan – Edit a scenario using the stack plan to allocate spaces to departments, cost centers, workplace entities, or neighborhoods.

      • Edit a scenario using the floor map – Edit a scenario using the floor map to add or remove allocations, or to assign users to spaces in your organization.

      • Edit user assignments of a neighborhood – Add a user to a neighborhood or edit the existing user assignments of a neighborhood in a building.

    • Review a scenario – Review a scenario created by your colleague on a building in a read-only mode.

    • Publish a scenario – After creating a scenario and implementing the space allocation and assignment, assignment type change for a department, cost center, or neighborhood publish the scenario. Share the scenario with your colleagues or stake holders.

    • Send a scenario for approval – After publishing the scenario, send your scenario for approval to workplace managers of your organization.

    • Change owner of a scenario – Change the ownership of a scenario that is published and is in the Ready state. Enable other space planners also to make their changes to the scenario that you created. A scenario can switch between multiple owners one at a time.

    • Deploy a scenario – After publishing a scenario plan, deploy the scenario on your production.

    • View scenario change details – View details of each change that you implemented in a scenario. You can view details such as the space that is changed, the type of change, and the workplace move case associated with the change.

    • Create a copy of an existing scenario – Create a copy of an existing scenario and make changes. Save time from a creating a scenario from scratch if there are only minor changes to an already created scenario.

    • View or edit space allocations of a building – The Space optimization also enables you to view space allocations and make any space-related changes on a building directly. You can view a building stack plan and floor map same as scenarios.

      • Edit or view a building’s spaces based on workplace entities – View the spaces in a building based on their entity types. On the floor map, directly add an allocation or modify an allocation of space. Assign spaces to a workplace entity from the floor map.

    • Work on a space assist request – As a space planner, fulfill workplace space assistance requests. View the selected space plan of the request and deploy accordingly. You can also assign the request to another assignment group or a user.

    • Map based space administration – As a space planner, perform space assignments, user assignments and other actions on a building using the building’s floor map directly.

      • Edit a building’s spaces using a map – Space planners and administrators can update space attributes and allocation changes using interactive floor maps. Select and edit a single space or update bulk spaces via floor maps. Add, change, or remove space allocations as required. The updated space attributes and association changes are reflected in real-time on a floor map.

      • Move Employees using Floor map – Using the building’s Floor map view, move single or multiple employees on a floor or to a different floor. Assign or unassign a space to an employee.

    • Working with Schedule Planning – Create and execute schedule plans to assign workspaces to your employees.

    • Create a schedule plan – Create a schedule plan to assign employees, spaces, and employee-space mappings for your projects.

    • Edit a schedule plan – Edit a schedule plan to change the details, selected users, or selected spaces.

    • Cancel a schedule plan – Cancel a schedule plan to deactivate the location assignment records for your employees.

    • Working with Workplace Analytics – As a workplace manager or administrator, use the Workplace Analytics dashboard to access key metrics for space optimization, maintenance management, lease administration, and Occupancy Insights to help you make effective decisions.

    • View Space Optimization metrics – Use the Space Optimization dashboard Workplace Analytics to analyze space capacity and utilization trends to achieve optimal use of workspaces.

      • Run the scheduled job for the Space Optimization dashboard – As an admin, run the scheduled job Workplace Analytics Space Management report data generation to calculate capacity and utilization for all spaces.

    • View Occupancy Dashboard – Workplace administrators and managers can view the workspace occupancy metrics to plan and optimize the workplace space utilization.

    • View Lease Administration metrics – Use the Lease Administration dashboard to get insight into the number of total contracts, active contracts, draft contracts, and expiring contracts.

    • View Maintenance Management metrics – Use the Maintenance Management dashboard to get an insight into maintenance cases, their trends, and maintenance plan compliance. These insights enable you to create an efficient maintenance plan to improve workflows and reduce maintenance activities and their related costs.

      • Run schedule job to view historical data – As an admin, run the scheduled job Workplace Maintenance Case Historical Data Collection to collect data for the past year that is used by the Maintenance Management dashboard.

    • Manage Workplace Dashboards – Manage Workplace Dashboards in Workplace Central to get insights and metrics of Reservations, Visitors, Workplace Manager activities, Workplace Cases, and Synchronizations.

      • Reservation Management dashboard – Use the Reservation Management dashboard to monitor the reservations and meeting frequency in your organization. On any day, you can view details such as number of reservations, peak meeting times, and number of meetings for different locations.

      • Workplace Case dashboard – Use this dashboard to track the number of workplace cases that were created using the workplace services from the Workplace Service Delivery or from the Workplace Service Portal. Monitor the number of open cases, cases that require approval, and other cases on any given day.

      • Visitor Reception Dashboard – With the Visitor Reception Dashboard, you can track visitor registrations created in the application on any day. Track the statuses of visitors who are on the premises. View the number of visitors who are expected, have checked in, have checked out, are on break, or have not showed up.

      • Synchronization Health Dashboard – Use this dashboard to track the reservation synchronization. Monitor number of events and calendar items created in the application and other details related to them.

      • Workplace Manager Dashboard – Use the Workplace Manager dashboard to monitor the space allocation and workplace maintenance activities at your office campus. For any given day, you can view the details for available spaces, space reservations, pending workplace requests, arrival times for different locations, employee arrivals, and maintenance tasks.

    • Working with Move management – Create, monitor, and work on move projects created to schedule move requests. Work on the project using the move scheduling feature and monitor multiple move requests simultaneously.

    • Create a move project from existing move requests – As a move manager, create a move project to logically group move requests based on different criteria and fulfill them on priority.

    • Create a move project by uploading an Excel file – As a move manager, create a move project by uploading an Excel file that contains move-related information for the employees.

    • Work on a move project – After creating a move project, work on the project using the move scheduler. The move scheduler displays all the move requests in a schedule view (calendar view) and a list view. Track all the move requests that are grouped under the move project.

    • Working with Event planner – Monitor all the reservations created in your organization from a single workspace. Create a reservation, open a reservation, schedule a reservation to another time or move to another location. Open the Location directory portal from the Event planner home and the Scheduled view.

    • Track reservations using the Event planner – As a reservation planner and a reservation viewer, the Event planner enables you to monitor the reservations that are requested in your workplace.

    • View reservation details in the event planner – Check details of a reservation created in your workplace.

    • Edit a reservation using the event planner – As a reservation planner, edit a reservation directly using the event planner.

    • Working with schedule view – You can check any reservations created in your workplace and also make changes using the schedule view of the event planner.

      • Event Planner Flexibility – Reservation planners can bypass or overrule certain settings in the Reservable module while moving a reservation to another location in the Event planner Scheduled View.

      • Move Reservations – Reservation or space planners can move or update reservation between Reservable modules. Planners with sn_wsd_rsv.bypass_module_validation role can bypass the Reservable module configuration settings.

      • Create custom filters on the schedule view – Create custom filters in the schedule view to control which records appear in your list. You can set filter conditions to view only the records that meet your criteria.

      • View space details – View the full details of a workspace that you selected in the schedule view. You can view details such as the floor, building, capacity, standard services, and reservation purpose on the space details panel.

      • Schedule view flexibility – Event planners and space planners can organize, view, and manage events across multiple spaces and time zones using the Event planner Schedule view tab.

    • Print reservation details – Print the details of a reservation created in your workplace.

    • Cancel a reservation from the Event planner – As a reservation planner, the Event planner enables you to cancel a reservation at any time.

    • Open and view Location directory from Event Planner – Open and view the location directory portal from the Event planner home page and the Scheduled view.

    • Working with Case management – Manage your workplace cases using the Case management workspace. Monitor the progress of the cases, update the cases and perform other actions.

    • Manage workplace cases using Case management – Monitor the workplace cases requested in your organization at any time using the Workplace Central Case management workspace.

      • Create your own list to view case metrics – Configure a custom list to view workplace cases. You can view the workplace cases based on the filter that you apply and monitor the cases.

    • Work on a workplace case using Case management – Update, edit, or resolve a workplace case at any time from a single workspace using the Workplace Central Case management workspace.

    • Create a workplace service case – As a case manager, apart from managing the workplace cases, you can also create a raise workplace service request directly using the Workplace Central Case management workspace.

    • Create a child case and a child task – As a case manager, to fulfill a case, you can create a child case and also a child task using the workspace.

    • Print a workplace case – As a case manager, apart from managing workplace cases, you can also print a workplace case using the Workplace Central Case management workspace.

    • Managing print case – Filter workplace cases using criteria such as Short Description, Workplace Location, or other relevant fields to generate a consolidated report using the Workplace Central Case management workspace.

      • Print filtered cases – Filter workplace cases using criteria such as Short Description, Workplace Location, or other relevant fields to generate a consolidated report using the Workplace Central Case management workspace.

      • Print selected cases – Filter workplace cases using criteria such as Short Description, Workplace Location, or other relevant fields to generate a consolidated report using the Workplace Central Case management workspace.

    • Cancel or delete a case – As a case manager, cancel a workplace case at any time if it’s no longer required. As an admin, delete a case record completely from the application if it’s no longer required.

    • Manage workplace cases in calendar view in Workplace Central – The Calendar view in Workplace Central enables case managers and case agents to view and manage assigned cases in a color-coded, week-based layout. Cases are organized chronologically by date field and can be filtered, grouped, and navigated by time zone.

    • Workplace cases in List view in Workplace Central – The List view tab provides a traditional list view of cases in Workplace Central.

    • View facility assets in Workplace Central – Use the Facility Assets list to look up an asset and its related cases without leaving Workplace Central.

    • Working with Kiosk Indoor Mapping – Create indoor maps and configure map elements for Workplace Services Kiosk.

    • Configure map features for kiosk – Configure map features such as actions and data visualization for the kiosk.

    • Configure the kiosk position and map settings – Configure the kiosk position and camera position on the map.

    • Configure a module for kiosk indoor mapping – Create a module for the kiosk to decide the flow for the kiosk.

  • Manage – Monitor your workplace-related activities. View the metrics and the list of activities that are created at any time.

    • Approve a scenario – As a workplace manager, you can approve or reject when a scenario is sent for approval

    • View workplace scenarios – Track the number of scenarios created in your workplace. View the scenarios that are in the published state, in the draft state, and more.

    • Raise a space assistance request – Submit a workplace service request to get space allocation recommendations using the Workplace Service Portal. The Workplace Service Delivery space assistance provides you with the best space allocation plan options based on the space quantity and the department that you specify. You can select the most suitable allocation or none. Depending on your selection, the Space planner deploys the plan to use.

    • Approve a space assist request – As a workplace manager, you can approve or reject a space assist request.

    • Manage reservation waitlist records – Only Workplace Reservation event planners are allowed to update the weight of a queued waitlist record. They can also manually assign a space to employees and cancel a waitlist record.

  • Reference – Learn more about the components and forms of the Workplace Central application.

    • Components installed with Workplace Central – Several types of components are installed with activation of the Workplace Central application, including tables, user roles, and business rules.

    • Space Optimization - Key features and actions – As a space planner, you can perform multiple scenario-related actions using the Space Optimization module. You can create a scenario using the stack plan and view it on a floor map and make changes directly.

    • Workplace Central Event planner – The Workplace Central Event planner is a one-stop workspace where you can check all the reservations requested in your organization at a time.

    • Scenario and Building Settings – Create or view a scenario using a stack plan and a floor map view. Scenario planning enables you to allocate spaces and define user assignments efficiently with different views, simple settings, and several key features.

    • Space request approvals, states, actions, and key features – As a space planner, execute the space allocation requests raised in the organization using the Workplace Central Space Optimization dashboard. Using the Workplace Central Space Optimization dashboard to avoid multiple tasks about checking the availability, allocating spaces manually, and other process involved while space planning.

    • Move management key features and actions – As a Move manager, fulfill move requests efficiently by logically grouping them in to move projects using the Workplace Central Move management workspace.

    • Move project views, actions, and states – As a move manager, create, track, and work on move projects to fulfill multiple move requests at a time. The move project enables you to work using a schedule view, which is faster than opening individual move requests.

    • Case Management - Key features, Actions & Case details – The Workplace Central Case management workspace is an all-in-one workspace using which a case manager can manage hundreds of workplace cases created in the organization.

    • Schedule Plan details form – The details form helps you select the project and schedule for your schedule plan.

    • Scenario details form – Use the scenario details form to select the scenario owner, location, group by selection, and space selection criteria.

    • Space Deployment Plan – A space deployment plan contains information about how the changes made in the scenario impact the building’s spaces.

    • User Deployment Plan – A user deployment plan contains information about how the changes made in the scenario impact the employees and their workplace locations.

    • Excel column lengths for move projects – The Excel columns must be within the specified length to create a move project.

    • Move conflicts for projects created via Excel upload – Review the conflicts and decide whether you want to resolve or ignore them.

    • Workplace Central troubleshooting – Troubleshoot issues that you face in the Workplace Central application.

    • Workplace Task form - Space Assignment task – The Workplace Task form specifies details to assign a space to a neighborhood.

    • Neighborhood User Assignment Rule form – The Neighborhood User Assignment Rule form specifies conditions based on which users or their profiles must be assigned to the neighborhood.

    • User Workplace Profile form – The User Workplace Profile form specifies details about an employee like their name, primary location, and allocation.

    • Resolving custom variant issues in Workplace Central – After upgrading Workplace Service Delivery (WSD) to a later release, custom variants created using the legacy application-specific screen collection model no longer display correctly in Workplace Central. Affected variants must be migrated to the new standardized unified screen collection model.

  • Workplace Connectors – Workplace Connectors is a generic framework using which data from the badging or occupancy sensors can be imported to Workplace Service Delivery applications using spokes.

  • Explore – Workplace Connectors is a framework to integrate different types of badging, occupancy, air quality, and temperature sensor data. It provides a standardized way of fetching badging, occupancy, air quality and temperature data from workplace hardware or sensors in Workplace Service Delivery.

  • Configure – Configure Workplace Connectors to complete the installation and setup tasks.

    • Install Workplace Connectors – Install the Workplace Connectors application from the ServiceNow Store.

    • Configure sensor data providers – Configure sensor data providers in Workplace Connectors for retrieving the workplace sensor data from third-party data providers.

    • Setup Workplace Connectors for badging data – As a Workplace Connectors administrator, configure Workplace Connectors to import data from workplace badging data records. For example, employee attendance data from badging spokes.

    • Configure data Sources and schedule imports – Set up the data source for the integration framework (for example, badging spoke data) and schedule the import job to retrieve data from the data source periodically.

    • Create a badging data provider – Configure and add a new provider to fetch the badging data.

    • Configure connectors for badging data – Configure the connector configuration table [sn_wsd_wc_connector_config] to fetch the badging spoke data records.

    • Provider connector configuration – To register details for a new provider, configure a provider to import data from a badging table or use the web hook APIs. The badging data is shared with Workplace Connectors by badging vendors. The badging data is processed and transformed to derive space occupancy metrics in your organization.

      • Configure badging table data – Register details for a new provider, configure a badging table and import data from the source table to the target table to integrate with the badging system.

      • Configure a webhook event – Configure a webhook API event in the Provider configuration table to enable badging vendors to share the badging data collected from badging tables using the webhook event.

    • Employee attendance data – The Employee Attendance data [sn_wsd_wc_employee_attendance_data] is the target table that contains the employee badging data and employee access records.

    • Attendance Analytics – The Attendance analytics table computes badging data based on the employee head count at the region, site, campus, and building level. It derives occupancy data from the Employee Attendance Data table.

    • Setup Workplace Connectors for occupancy data – Configure workplace connectors to provide workplace occupancy data.

    • Activate Metrikus Spoke – Activate the Metrikus Spoke plugin from the ServiceNow Store.

    • Integrate Metrikus spoke – Integrate Metrikus Spoke with Flow Designer Integration Hub to retrieve occupancy data for workplace locations.

    • Connector Configurations – Configure the Connector Configurations table for loading the occupancy data in the target Space Occupancy Data table (sn-wsd_wc_space_occupancy). Connector configuration table retrieves the sensor data from different occupancy data providers.

    • Provider Connector Configuration – Register details for the occupancy data provider, the data source type, and connector configuration (sensor) details. Filter spaces using a condition builder, and retrieve occupancy data for a workplace location.

    • Provider Space Type Mappings – This table maps workplace space types or locations with external ids provided by the space occupancy data providers.

    • Configure Provider Space Mapping for occupancy data – The Provider Space Mapping data table stores the workplace locations and external Ids provided by the occupancy data provider.

    • Retrieving Action Configurations data – Retrieve Actions from occupancy data provider using Flow Designer Integration Hub. Specify the transform definitions and invoke the Sub flow to retrieve Occupancy data. For example, Metrikus Spoke integration. The occupancy sensor data from the Occupancy data provider is transformed to derive space occupancy data in Workplace Connectors.

    • Retrieving Space Occupancy Data – Retrieve the Space Occupancy Data table for loading workplace occupancy data and space occupancy data insights for a selected workplace location.

    • Archive and Purge space occupancy data – Archive and purge the Space Occupancy data (sn_wsd_wc_space_occupancy) table after every five days.

    • Setup Workplace Connectors for environmental data – Configure the workplace environment data sensors to retrieve and fetch air quality and temperature data for a workplace. Define the units to measure air quality and temperature in the Unit of Measure table [sn_wsd_wc_unit_of_measure]. The units are added in the Environmental data table.

    • Set up Connector Configuration for Environmental sensor data – Configure the Connector Configurations table for loading the Environmental data. Connector configuration table retrieves the sensor data from different environmental sensor data providers.

    • Provider Connector Configuration for Environmental sensors – Configure the provider connector configuration for setting up environmental sensors in workplace locations.

    • Units of measure table – Configure the unit of measure for air quality (Carbon dioxide and Ozone metric) and temperature units (degree celsius and micrograms per cubic meter) for a workplace location. The Workplace Connectors environmental sensors checks for the air and temperature quality metrics in a workplace location.

    • Configure environmental sensor data for a workplace location – Create environmental sensor data for a workplace location in Workplace Connectors. The Environmental Data (sn_wsd_wc_space_environment) table checks for air quality, temperature, and humidity levels at a workplace location.

    • Archive and purge Environmental data – Use the archive rules and destroy rules to archive and purge the environmental data. Archive and purge the Environmental data (sn_wsd_wc_space_envrionment) table records.

  • Reference – Learn more about the roles, tables, system properties, and scheduled jobs tables that are installed with Workplace Connectors.

    • Components installed with Workplace Connectors – Several types of components are installed with the installation of the Workplace Connectors application, including user roles and tables.

    • Environmental data form for Workplace Connectors – Environmental sensor data form has pre-filled environmental data values and units of measure.

  • Workplace Concierge – The Workplace Concierge application is a Workplace Service Delivery application designed to provide employees with real-time insights to optimize their workplace experience.

  • Explore – The Workplace Concierge application is a Workplace Service Delivery application designed to provide employees with real-time insights to optimize their workplace experience.

  • Configure – Install and configure the Workplace Concierge application.

    • Install Workplace Concierge – Install the Workplace Concierge application from the ServiceNow Store. Visit the ServiceNow Store 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.

    • Configure calendar sections on the Presence dashboard – As an admin, add or remove calendar sections from the Presence dashboard.

    • Configure workplace space suggestions for employees – Configure the workplace space suggestions table to fetch workspace suggestions. Application provides workspace suggestions based on employee preferences when they are reserving a space.

    • User Space Suggestions – Employee recommended workspace suggestions are cached in the User Space Suggestions (sn_wsd_core_user_space_suggestions) table record. This table gets automatically updated when employees use the workplace preferences option to update their reservations, workplace services, presence and collaborators information. Application uses this cached data while proposing a workspace suggestion to an employee.

    • Space suggestion Configuration – Administrators can configure space suggestions for employees to help employees reserve their preferred workspace. Employees can reserve a workspace based on their preferences using the Workplace Service Delivery for Mobile app. Workplace suggestions for an employee are derived from employee presence data, location preferences, employee’s favorite workspaces, past and future reservation data, preferred collaborators, and standard services.

  • Manage Workplace Concierge - Employee Presence – Manage Employee routines, collaborators, and exceptions. Monitor the routines, collaborators, and exceptions created by employees.

    • View employee presence modules – Track the routines and exceptions created by employees and the collaborators added by employees.

    • Create custom insights using Proactive Prompts – Use Proactive Prompts to create insight sections for the employee presence dashboard.

  • Set Employee Presence – Set your in-office days. Collaborate with your coworkers and plan your meeting and in-offce collaborations efficiently.

    • Set in-office days – As an employee, using the Workplace Service Portal and the Employee Center, you can set your presence at the office.

    • Add a collaborator – Coordinate your in-office days with your co-workers. Add them as your collaborators and view the days that your co-workers are present at the office.

    • Update your in-office days – Update your in-office days at any time using the Presence dashboard.

    • Remove a collaborator – Remove an existing collaborator if you don’t want to know they routine anymore.

    • Update your in-office days as exceptions – As an employee, use the presence dashboard to update your in-office days without changing your routine.

    • Managing presence privacy settings – Manage whether employees can view your in-office presence by selecting your privacy settings.

    • Manage privacy settings from the Presence dashboard – Manage whether employees can view your in-office presence by selecting your privacy settings.

    • Manage privacy settings from Employee Profile – Manage whether employees can view your in-office presence by selecting your privacy settings.

  • Workplace Concierge - Components – Learn more about the components and the properties installed with Workplace Concierge application.

    • Components installed with Workplace Concierge – Several types of components are installed with activation of the Workplace Concierge application, including tables, user roles, and business rules.

    • Properties installed with Workplace Concierge – Customize the system properties available with Workplace Concierge as required.

    • Insights installed with Workplace Concierge – The following insights are installed with the Workplace Concierge and Proactive Prompts plugins.

  • Reference – Reference topics provide additional information about the forms and lists used in the Workplace Concierge application.

    • Employee Presence Calendar Widget form – You can use the Employee Presence Calendar Widget form to add a widget to the calendar section on the Presence dashboard.

  • Workplace Agent for mobile – Manage all your workplace cases and tasks using the Workplace Agent for mobile application on your mobile device.

  • Explore – Manage all your workplace cases and tasks on the go using the Agent Workplace Services for Mobile application on the ServiceNow Agent mobile application. As a workplace agent, the application enables you to view, manage, and create workplace cases using your mobile device instead of a desktop or a laptop.

  • Configure – Install the Workplace Agent for mobile application to start using it on the ServiceNow Agent mobile application.

    • Install Workplace Agent for mobile – Install the Workplace Agent for mobile application from ServiceNow Store applications. Visit the ServiceNow Store 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.

  • Use – Use the Workplace Agent for mobile to perform workplace case or task related activities using the ServiceNow Agent mobile application.

    • Manage workplace cases and tasks – Track the workplace cases and tasks that are assigned to you and your assignment group. Know the number of cases that are open, critical, and breached at any time. View the details of the case and perform an action accordingly.

    • Edit or view case details on the Workplace Agent for mobile app – Update a workplace case at any time on the go. The application provides you with all the edit-related options to make relevant changes whenever you want to edit.

    • Print workplace cases – Workplace agents can print the workplace case at any time on the go. The case reports contain reservation details, services, and all other relevant information.

    • Print workplace tasks – Workplace agents can print the workplace task details related to a workplace case. The task reports contain reservation details, services, and all other relevant information.

    • Create a child task – Add child tasks to a workplace case when needed. The application enables you to create a child task instantly from the case details page.

    • Create a workplace case on behalf of an employee through Workplace Agent for mobile – Create workplace cases on behalf of an employee in the Workplace Agent for mobile work view page.

    • Edit or view a child task – View or update a task whenever you want to get the details or update the progress.

    • Offline mode – You can switch to an offline mode and work on your workplace cases in the ServiceNow Agent application. When you work on an offline mode, you can perform any action without an internet connection. Once you turn on to the online mode, the changes are all synchronized automatically. If there are any conflicts, you can resolve them in your outbox.

  • Reference – Learn more about the key features of Workplace Agent for mobile application.

    • Workplace Agent for mobile - Key features, actions, and case details – The Workplace Agent for mobile lets you manage your workplace cases, maintenance cases, move cases and, tasks associated with them on the go using your mobile device.

  • WSD for Microsoft places – Manage all your workplace service requests from the WSD for Microsoft places application integrated with Microsoft Teams.

  • Explore – Manage and create all your workplace service requests from the WSD for Microsoft places application integrated with Microsoft Teams.

  • Configure – Install and integrate the WSD for Microsoft places application with Microsoft Teams.

    • Register the WSD for Microsoft places application – Register the WSD for Microsoft places application in the Microsoft Azure portal.

    • Download manifest files – Download the manifest files as part of configuring and integrating WSD for Microsoft places application in Microsoft Teams.

    • Modify the manifest file – Modify the manifest file as part of WSD for Microsoft places application in Microsoft Teams.

    • Upload the WSD for Microsoft places application – Upload the WSD for Microsoft places application in Microsoft Teams.

  • Reference – Learn more about the key features of WSD for Microsoft places application.

    • WSD for Microsoft places- Key features and actions – The WSD for Microsoft places application lets you create workplace service requests and manage all your open workplace service requests.

  • Workplace Services Kiosk – Workplace Services Kiosk provides a seamless check-in experience for visitors.

  • Explore – Learn more about Workplace Services Kiosk to provide efficient check-in, check-out, and self-registration experience for visitors and employees.

  • Configure – Plan and configure your Workplace Services Kiosk installation.

    • Install Workplace Services Kiosk – Install the Workplace Services Kiosk application from the ServiceNow Store. Visit the ServiceNow Store 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.

    • Create a kiosk configuration – Create a kiosk configuration, assign a homepage, and link a kiosk device module.

    • Create a kiosk homepage – Create a homepage configuration that is displayed when a user opens the kiosk device.

    • Create a kiosk module – Create a kiosk module and module configurations to decide the flow and pages that must be displayed on a kiosk.

    • Customize the kiosk header – Customize the kiosk header by editing the CSS code of the Kiosk Header record.

    • Configure Reservable Module for kiosk reservation – Configure the Reservable Module for Workplace Services Kiosk to enable employees and guests to make reservations. Employees and guests can find available spaces on the kiosk map and make reservations.

    • Setup a kiosk on a physical device for reservations – Kiosk operators can bind the kiosk configuration to a physical device for employees and guests to make workplace reservations.

  • Integrate – Integrate Workplace Services Kiosk with Workplace Service Delivery features to provide different experiences to kiosk users.

    • Integrating Workplace Services Kiosk with Workplace Visitor Management – Integrate Workplace Services Kiosk with Workplace Visitor Management to create a check-in, check-out, and self-registration experience for visitors.

    • Integrating Workplace Services Kiosk with Workplace Indoor Mapping – Integrate Workplace Services Kiosk with Workplace Indoor Mapping to provide options to kiosk users to search for a space, get directions, and raise cases.

  • Manage – Kiosk operators can bind and unbind kiosk devices from kiosk configuration pages.

    • Setting up a kiosk device – Set up a kiosk device by assigning a kiosk to a physical device.

    • Select a kiosk for a device – Set up a kiosk device by assigning a kiosk to a physical device.

    • Change or remove the kiosk for a device – Set up a kiosk device by assigning a kiosk to a physical device.

  • Use – Workplace Services Kiosk provides a seamless check-in, check-out, and self-registration experience for visitors.

    • Check in using an invite – Check in as a visitor by using an invite from an employee. If visitors have an existing invite, they can check in to the kiosk using their passcode, email, phone number, or name.

    • Self-register as a visitor – Register as a visitor by providing your details such as your name, purpose of the visit, and host.

    • Using Kiosk Indoor Mapping – Use the kiosk indoor mapping feature to search for spaces, get directions, and raise cases.

    • Make workplace reservations on the kiosk – Workplace visitors and guests with kiosk viewer role can make workplace reservations. They can search and select a space on the Kiosk Map to reserve a space.

  • Reference – Reference topics provide additional information about the lists and forms used in Workplace Services Kiosk.

    • Components installed with Workplace Services Kiosk – Several types of components are installed with activation of the Workplace Services Kiosk plugin, including tables, user roles, and business rules.

    • Kiosk configuration form – Use the Kiosk configuration form to create a kiosk device configuration.

    • Workplace Services Kiosk error scenarios – Find the cause and related information of kiosk errors in the system logs.

  • ServiceNow Otto for Workplace Service Delivery (WSD) – ServiceNow Otto for Workplace Service Delivery (WSD) elevates your Workplace Services experience with generative AI capabilities.

  • Explore ServiceNow Otto for WSD – The ServiceNow Otto for WSD assists Workplace Service Delivery workplace employees to book meeting spaces conveniently and quickly.

    • Supporting information for ServiceNow Otto for WSD – Get a quick overview for supported patch versions and application information.

  • Configure – Install and configure ServiceNow Otto for Workplace Service Delivery (WSD). As a system administrator configure the ServiceNow Otto for WSD application so that employees can use the ServiceNow Otto generative AI capabilities.

    • Install ServiceNow Otto for Workplace Service Delivery (WSD) – install and activate ServiceNow Otto for Workplace Service Delivery (WSD) from ServiceNow Store.

    • Configure ServiceNow Otto for Virtual Agent – Enable your employees to submit a reservation request using a conversational experience based on generative AI.

    • Modify the LLM (LLM) for WSD – Modify or update a LLM (LLM) to generate for ServiceNow Otto for WSD.

    • Configure ServiceNow Otto Panel Platform Agent – Administrators can enable conversational features by setting up the ServiceNow Otto panel, mapping user intents to workflows, and connecting agents to relevant knowledge graphs for reservations, connectors, and utilization.

    • Enable the ServiceNow Otto panel – Enable ServiceNow Otto panel to activate conversational capabilities, map user intents to workflows, and link agents to relevant knowledge graphs for reservations, connectors, and utilization.

    • Configure the workplace case summarization skill – As an admin, customize the workplace case summarization skill to include additional fields for the case summary.

    • Configure the Workplace Concierge email address – Configure the email address that is used for the Workplace Concierge.

  • Using ServiceNow Otto for WSD – Using ServiceNow Otto for Workplace Service Delivery (WSD) for creating a reservation.

    • Reserve a space using ServiceNow Otto for Virtual Agent – The Reserve a space virtual agent enables you to create a reservation using ServiceNow Otto for Workplace Service Delivery (WSD). You can also add services to your reservation.

    • Review notifications in the ServiceNow Otto panel – Review notifications by AI agents in the ServiceNow Otto panel.

    • Summarize a workplace case – Use the workplace case summarization skill to summarize the case context and take appropriate action.

  • Using AI agent workflows in ServiceNow Otto for WSD – Agentic workflows in ServiceNow Otto for WSD help complete workplace tasks autonomously.

    • Manage temporary space closures agentic workflow – This team of AI agents temporarily block a location when there’s an emergency workplace maintenance case is submitted.

    • Help manage workplace reservations agentic workflow – The Help manage workplace reservations agentic AI workflow enables Workplace Event Planners with rescheduling a planned reservation. AI Agents gather relevant information from a workplace reservation and update an existing planned reservation with a new date, time, and duration.

    • Optimize cleaning activities agent overview – The Optimize cleaning activities agent performs cleaning activities on a workplace location based on the space utilization threshold data.

    • Optimize cleaning activities agentic workflow – This team of workplace agents can find open maintenance cases and optimize it for workplace maintenance activities. These agents can optimize a maintenance case based on the utilization rate of a location for which a maintenance case is created.

    • Automate map updates agentic workflow – This AI agent helps map admins configure the map during bulk updates to Indoor Mapping.

    • Workplace Advisor Overview – Workplace Advisor is an AI-powered solution designed to help Space Planners and Facilities Managers optimize workplace management through intelligent insights and conversational support.

    • Workplace advisor QnA agentic workflow – The workplace advisor QnA agentic workflow enables Reservation Managers to use the Now Assist panel to ask natural language questions about workplace reservations.

      • Using Now Assist for workplace queries – Use the Now Assist panel to interact with intelligent QnA agents that respond to workplace-related queries using structured data from a Knowledge Graph.

      • Workplace Advisor QnA examples – You can interact with the Now Assist panel to retrieve workplace-related information.

    • Insight cards on the Workplace Central dashboard – Display key metrics and AI-generated insights from workplace data sources using Insight cards on the Workplace Central dashboard. These Insight cards are auto-generated using generative AI, enabling Space Planners, and Facilities Managers to make data-driven decisions to optimize workplace resources. Insight cards provide proactive insights into various workplace metrics such as space utilization, occupancy rates, attendance patterns, and reservation trends.

      • Configure workplace data sources – Configure multiple data sources to generate insights.

      • Define AI prompt configurations – Define prompt configurations to control how data from each source is queried and presented to the large language model (LLM)

      • Run the scheduled job to generate workplace insights – Run the Generate Workplace Insights - Weekly scheduled job to generate workplace insights based on the configured data source and prompt configuration.

      • View workplace insights on the dashboards – Access workplace insights directly from the Workplace Central Dashboard using Insight Cards. These cards deliver real-time data from various workplace sources, enabling managers and users to track important metrics like space utilization, occupancy rates, reservation trends, and environment summaries.

      • Receive email notifications for Workplace Insights – Notify Space Planners, Reservation Managers, and Workplace Managers by email when new Workplace Insights are generated. The email notifications are sent to the users defined in the user criteria when the sn_wsd_ai_agents.weekly_insights event is triggered.

    • Workplace Concierge agentic workflow – Use the Workplace Concierge agentic workflow to register visitors from existing communication tools like emails, calendars, or the Virtual Agent.

    • Use Workplace Concierge with ServiceNow Otto for Virtual Agent – Invoke Workplace Concierge from to invite visitors to your organization.

    • Use Workplace Concierge with email or calendar invite – Add the Workplace Concierge to an email thread or a calendar invite.

    • Implement Autonomous L1 Agent for Workplace – Use the Autonomous L1 Agent for Workplace agent that automatically resolves General Inquiry workplace cases without requiring manual agent intervention.

  • Using ServiceNow Otto for Virtual Agent – Reserve a space using the create a reservation agent and get insights on your collaborators using the Workplace Collaboration agent.

    • Making reservations using the Create a reservation agent – The Create a reservation agent enables employees to find an available space and create workplace reservations quickly.

    • Reserve a space using the reservation agent – The Create a reservation agent enables employees to reserve a space with a single prompt query or utterance.

    • Using the workplace collaboration Agent for space suggestions – The Workplace Collaboration Agent provides insights on your team members in-office attendance. Based on this information, the reservation agent finds and reserves a space for reservation and collaboration. The collaboration agent considers your colleague’s in-office days, location, and suggests a space for collaboration when you’re in office.

    • Get space suggestions using the Workplace collaboration agent – The Workplace collaboration agent provides space recommendations based on workplace presence data, team members, and reservation attendees.

• Emergency Response Management – ServiceNow Emergency Response Management applications help your organization mobilize its business continuity efforts during natural disasters and pandemics like COVID-19. Streamline and automate activities on multiple fronts to keep everyone informed and connected as you anticipate or experience emergencies.

  • Emergency Outreach – Notify users of important information about anticipated or occurring emergency situations. Send an outreach notification via email, mobile push message, or SMS message to request a user response. You can also configure other preferred communication channels.

  • Install Emergency Outreach – You can install Emergency Outreach if you have the admin role.

    • Install Employee Readiness Surveys to use with Emergency Outreach – You can install Emergency Outreach if you have the admin role.

    • Components installed with Emergency Outreach – You can install Emergency Outreach if you have the admin role.

  • Configure Emergency Outreach notifications – A user with the admin role can add email notifications to use for any of the apps that communicate using Emergency Outreach. Each app provides a default email notification as an example to help with planning a new notification.

    • Add email notifications for use with Emergency Outreach – Add an email notification to customize the send conditions and notification for your employees and use it in place of the default notification for an Emergency Outreach notification.

    • Modify notifications used with Emergency Outreach – The administrator can modify email notifications used with Emergency Outreach.

    • Add a Safe Workplace audience for Emergency Outreach – Add a collection of users for Emergency Outreach notifications. Target specific users based on criteria such as location, department, or group.

    • Configure Emergency Outreach response options – Configure the response options that employees choose from to respond to an Emergency Outreach health status request. You can modify the base system responses, add new responses, and deactivate responses you no longer use.

    • Create an Emergency Outreach notification channel – Create a notification channel to send health status requests using your company’s preferred communication method, such as the Slack or Microsoft Teams collaboration platforms. Create the notification channel using a script or a subflow.

  • Modify or add Employee Readiness Surveys – Review the Employee workplace readiness survey that is installed with the Employee Readiness Surveys app. Modify the survey, or create one or more surveys to use based on the readiness concerns that you want to address and any legal obligations under applicable law, including data protection laws.

    • Add additional Employee Readiness Surveys – Review the Employee workplace readiness survey that is installed with the Employee Readiness Surveys app. Modify the survey, or create one or more surveys to use based on the readiness concerns that you want to address and any legal obligations under applicable law, including data protection laws.

  • Send notifications for an emergency – Use Emergency Outreach to notify users to report their health status. Use Emergency Outreach also to quickly notify users of important information if there is an emergency.

  • Review Emergency Outreach acknowledgements – Review the list of acknowledgements from an outreach notification to see each employee’s status. Resend the outreach notification to employees who did not respond.

  • Send notifications for daily health verification – Use Emergency Outreach to notify users to report their daily health status.

  • Review daily health verification acknowledgements – Review the list of acknowledgements from the daily health verification notification to see each user’s status. Resend the outreach notification to users who did not respond.

  • Send a readiness survey and view responses – Use Emergency Outreach to send a workplace readiness survey. Review the survey responses to assist with your plans to reopen your workplace.

  • Report your health status – If you receive an email, mobile push notification, or SMS notification to report your health status, you can update your status from the message.

  • Response scripts – Use response scripts to automatically take actions based on user responses to survey questions. Response scripts can be used to create or update records across any of the Emergency Response Management and Safe Workplace suite apps.

    • Included response scripts – Use response scripts to automatically take actions based on user responses to survey questions. Response scripts can be used to create or update records across any of the Emergency Response Management and Safe Workplace suite apps.

    • Create a response script – Use response scripts to automatically take actions based on user responses to survey questions. Response scripts can be used to create or update records across any of the Emergency Response Management and Safe Workplace suite apps.

  • Domain separation for Emergency Outreach – This application fully supports domain separation service provider (SP) use cases. The following table lists the domain separation use cases for service providers (SPs) using this application.

  • Emergency Self Report – During a crisis, the ServiceNow Emergency Self Report application gives users a way to notify their organization of their health status. It also provides a workflow for qualified users to safely return to work. Managers and response teams can track user reporting.

  • Set up Emergency Self Report – To set up Emergency Self Report, install the application. Then configure user access, a dedicated knowledge base, and system properties.

    • Install Emergency Self Report – To set up Emergency Self Report, install the application. Then configure user access, a dedicated knowledge base, and system properties.

    • Components installed with Emergency Self Report – To set up Emergency Self Report, install the application. Then configure user access, a dedicated knowledge base, and system properties.

    • Configure Emergency Self Report – To set up Emergency Self Report, install the application. Then configure user access, a dedicated knowledge base, and system properties.

  • Report and track health statuses during an emergency – Emergency Self Report is used by users to self-report their health status, by managers to track the health status of their users, and by response teams to view the status for all users and sort the data for analysis and action.

  • View self-reported user HR tasks – Members of the emergency response team can view all user reports and associated HR tasks on the Emergency Self Report overview dashboard.

  • Import Crisis Task data – As a crisis task administrator, upload a spreadsheet of self-reported health statuses to create crisis tasks in bulk.

  • Domain separation for Emergency Self Report – The following table lists the domain separation use cases for service providers (SPs) using this application.

  • Emergency Exposure Management – The ServiceNow Emergency Exposure Management application helps identify users who might have been exposed to infectious diseases by analyzing multiple data sources such as meetings, location, shifts, Wi-Fi access logs, and badge scans of affected users.

  • Install Emergency Exposure Management – You can install Emergency Exposure Management if you have the admin role.

    • Components installed with Emergency Exposure Management – Several types of components are installed with Emergency Exposure Management, including tables and user roles.

  • Set up Emergency Exposure Management – After installing the Emergency Exposure Management application, set up tracing system for your data sources, diagnostic request task configuration, and register Microsoft applications.

    • Configure Microsoft Office 365 for Emergency Exposure Management – Configure Emergency Exposure Management by setting the application system properties. If you want to search by Microsoft Office 365 meeting information, you also must register the Microsoft application and configure it.

    • Tracing systems in Emergency Exposure Management – A tracing system configured for a contact tracing data source enables you to identify potentially exposed employees by running a diagnostic request.

    • Set up a tracing system for an exposure data source – Set up a tracing system for your exposure data source to identify potentially exposed employees by running the diagnostic requests for an affected employee.

    • Associate a system property with a tracing system – Associate a system property with a tracing system to enable additional control on the use of the tracing system’s data source.

    • System properties for tracing systems in Emergency Exposure Management – System properties associated with tracing systems that are available in the Emergency Exposure Management application.

    • Create or modify a diagnostic request task configuration – Create or modify a diagnostic request task configuration to auto-create a diagnostic request task in a diagnostic request. Based on the selected tracing system in the diagnostic request, the corresponding task configuration creates a diagnostic request task to identify potentially impacted employees.

  • Identify potentially exposed users – When a user has indicated a health condition on a self-report, use Emergency Exposure Management to identify other users who might have come in contact with the affected user. You can analyze multiple data sources, such as location, meetings, workspace reservations, badge scans, and Wi-Fi access data of the affected user to identify potentially exposed users.

    • Fetch potentially exposed user data from a data source – Work on the diagnostic request task to get information about potentially impacted users from a selected data source and populate the corresponding related lists on the Diagnostic Request form.

    • Fetch potentially exposed user data from Cisco DNA Spaces – Work on the diagnostic request task to get information about potentially impacted users from a selected data source and populate the corresponding related lists on the Diagnostic Request form.

    • Fetch potentially exposed user data from Zebra MotionWorks proximity report – Work on the diagnostic request task to get information about potentially impacted users from a selected data source and populate the corresponding related lists on the Diagnostic Request form.

  • Domain separation for Emergency Exposure Management – The following table lists the domain separation use cases for service providers (SPs) using this application.

  • Mobile experience for Emergency Response Management – Manage the essential steps for return to workplace from anywhere using the Safe Workplace for mobile app.

  • Install Safe Workplace for mobile – Install the Now Mobile app and Safe Workplace for mobile app.

  • Report your health status in Now Mobile – Use the Now Mobile app to report your health status.

  • View your health status in Now Mobile – Use the Now Mobile app to view your health status record.

  • Manage the status of your direct reports in Now Mobile – Use the Now Mobile app to view the health status of your direct reports.

  • Reassign tasks to your team members in Now Mobile – As a manager, view a list of tasks assigned to your team members and reassign the tasks to other team members.

• Legal and Contract Operations – Legal and Contract Operations empowers organizations to accelerate the delivery of legal and contract services by transforming manual, unstructured processes into a seamless digital experience.

  • Legal Service Delivery – ServiceNow Legal Service Delivery provides a unified experience between the employees requesting legal support and the legal teams serving them.

  • Legal Request Management – The ServiceNow Legal Request Management application provides a unified mechanism for employees to get all the information, services, and help that they need from the legal department through web, mobile, and Virtual Agent channels. AI workflows automatically triage and categorize requests and summarize requests and matters, helping legal teams quickly understand context and resolve issues.

    • Explore – Legal Request Management enables authorized employees in the organization to submit legal requests and to track their progress while users in the legal department with appropriate roles can work to resolve these requests.

    • Attorney-Client Privilege – Attorney Client Privilege functionality enables legal fulfiller to designate legal requests as privileged and confidential. It restricts access to authorized stakeholders, marks communications with confidentiality banners, and maintains a document audit trail to help you protect sensitive legal communications.

    • AI capabilities for LSD – ServiceNow Otto for Legal Service Delivery (LSD) provides AI-powered summarization for legal requests and matters, and generates actionable answers from knowledge article search results in Employee Center, Legal Counsel Center, and global search.

    • Configure – Configure the foundation data to provide legal request services to employees who can use these services to submit requests to the legal department.

    • Install Legal Request Management – You can install the Legal Request Management application (sn_lg_ops) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

    • Configure a practice area table – Configure a practice area table so you can use fields from legal request and legal matter tables to include in the Lists section of Legal Counsel Center.

    • Create or modify a legal catalog category – Create or modify a catalog category to organize your legal catalog items into logical groups in the Legal Operations Catalog.

    • Create or modify a practice area – Create or modify practice areas for specific areas of law practice, such as Intellectual Property, Privacy, or Compliance.

      • Add an intake form to a practice area – Add an intake form to a practice area to associate it with a record producer and define assignment rules and service level agreements.

      • Add a subcategory for the intake form – Add a subcategory to an intake form of a practice area to organize legal requests and assignments through the intake form.

      • Associate a matter template with an intake form – Associate a matter template with an intake form that can be used when promoting a legal request to a legal matter to include predefined data.

    • Assigning legal request – Legal requests can be automatically assigned via an assignment rules or Advanced Work Assignment. You can also use Predictive Intelligence to predict the assignment group.

      • Assign rule for legal requests or matters – Create an assignment rule for an intake form to assign the associated legal request or matter to a user or group.

    • Activate a system property – As an admin, activate the sn_lg_ops.allow_request_closure_with_open_matters system property to close legal requests even when they’re linked to long-running requests.

    • Configure number of records to display in search suggestions – As an administrator, configure the sn_lg_cf_workspace.workspace_typeahead_list_count system property to specify the number of records that appears in the suggestion list of a typeahead search in legal requests.

    • Managing record producers for legal services – A record producer helps you set up a legal intake form containing fields that a requester has to fill in and initiate a legal request.

      • Create or edit legal record producer via classic environment – Create or modify a record producer to define an intake form for a legal request. Employees can use these intake forms on the Legal Service Portal to submit legal requests.

      • Create or edit legal record producer via catalog builder – Create or modify a record producer using a catalog template to define an intake form for a legal service. Employees can use these intake forms on the Legal Service Portal to submit a legal request or legal matter.

    • Configure legal storage system – Configure an external storage system to store documents attached to legal requests and legal matters.

      • Integrating Legal Service Delivery applications with iManage storage – Integrate iManage storage with Legal Service Delivery applications to provide more security to the files.

      • Create implementation in Scripted Extension Point – Create the implementation in the Scripted Extension Point, provided out-of-the-box, by placing it in the script include in the base application code.

      • Use the script include for Scripted Extension Point – Use the script include for Scripted Extension Point to update the custom fields on the iManage storage based on the mapping provided in the functions.

      • Scripted Extension Point form fields – List of fields in the Scripted Extension Point.

    • Create or modify a response template for legal services – Create or modify a response template with a reusable message that legal fulfillers can use to send users quick and consistent messages. They can use these reusable messages in their assigned legal requests or legal matter forms, as well as in chat sessions or emails.

    • Configure legal services on standard ticket – Add or modify an Action and its functionality on the Standard ticket page for a legal request.

    • Enable and configure AI Search in Legal Service Portal – The ServiceNow AI Search application provides a modern consumer-grade search engine for the Legal Service Portal.

    • Delegation of legal duties and approvals – Legal fulfillers can delegate their legal duties to other users while they are unavailable. The delegate gets the same level of access as the legal fulfillers to work on their legal requests, legal matters, legal matter tasks, and approvals.

      • Delegate legal duties to another user – Delegate legal duties relating to your assigned legal requests, legal matters, legal matter tasks, and approvals to another user when you might not have time or are unavailable.

      • Delegate specific legal duties – Delegate specific legal duties relating to your assigned legal requests, legal matters, legal matter tasks, and approvals to another user when you might not have time or are unavailable. These specific duties are derived from the pre-defined delegation rules.

      • View and work on delegated legal duties – Delegate legal duties relating to your assigned legal requests, legal matters, legal matter tasks, and approvals to another user when you might not have time or are unavailable.

    • Configure AI capabilities for LSD – Configure generative AI skills in ServiceNow Otto for Legal Service Delivery (LSD) for legal users working in Legal Counsel Center, Core UI, and Employee Center.

      • Customize summarization skill – If you have the admin role, you can customize a ServiceNow Otto for Legal Service Delivery (LSD) skill so that you can use the generative AI skills in Legal Counsel Center and in Core UI.

      • Skill inputs – Get a quick overview of the skill inputs for ServiceNow Otto for Legal Service Delivery (LSD) so that you can configure how and when a skill is used.

      • Configure variables – Configure the variables of the practice areas that you want to be considered as inputs for legal request or matter summarization by using the AI.

      • Configure Q&A Genius results – By using Q&A Genius Results in the ServiceNow Otto for Legal Service Delivery (LSD) application, you can quickly find the most optimal information in Employee Center, Legal Counsel Center, and global search.

      • Configure agentic workflow – You can configure the Triage legal requests agentic workflow in the ServiceNow Otto for Legal Service Delivery (LSD) application to analyze the general legal requests, predict the appropriate legal category, and initiate a transfer when a legal fulfiller or group manager confirms the request.

      • Activate the business rule for the Triage legal requests agentic workflow – Activate the business rules for the Triage legal requests agentic workflow in the ServiceNow Otto for Legal Service Delivery (LSD) application.

      • Add legal request tables for data indexing – Add the legal request tables to be considered for data indexing for AI Search in the ServiceNow Otto for Legal Service Delivery (LSD) application. The legal request tables are indexed so that you can get relevant AI Search results for the legal records.

      • Semantic index settings for legal tables – Configure the semantic index settings to define how AI Search indexes the content from the legal request tables in the ServiceNow Otto for Legal Service Delivery (LSD) application.

      • Add fields to the semantic index for legal records – Add the description, short description, and legal category field to the semantic index record to be indexed for a semantic search in the ServiceNow Otto for Legal Service Delivery (LSD) application. During AI Search, the legal records are retrieved based on the description, short description, and legal category fields that are added in the semantic index.

      • Restricted caller access privileges – Create restricted caller access (RCA) privileges to ensure authorized access to the legal request table in the ServiceNow Otto for Legal Service Delivery (LSD) application.

    • Use – Employees can submit a legal request to seek services from the legal department and track its status.

    • Submit a legal request – Submit a legal request for yourself or on behalf of another user to seek services from the legal department.

    • Triage legal requests agentic workflow – Use the Triage legal requests agentic workflow to predict the appropriate legal category and to initiate a transfer after a confirmation from the legal fulfiller or group manager.

    • View and track legal request details – View the details of a legal request after it has been submitted and track request activities.

    • Update a submitted legal request – Update request details, add comments, or upload documents in a legal request you submitted while it is still in the New or Assigned state. You can cancel a submitted request irrespective of its state.

    • Summarize request and matters – Generate a summary from the fields that you selected on the legal request or matter record and quickly understand the request context by using the Legal Request or Legal Matter summarization skill in the ServiceNow Otto for Legal Service Delivery (LSD) application.

      • Use from ServiceNow Otto panel – Use the contextual AI capabilities, such as a request summary by using the conversational interface in the ServiceNow Otto panel.

    • Generate Q&A search results – Generate actionable search results from knowledge article results in Legal Counsel Center, Employee Center, and global search by using Q&A Genius Results in ServiceNow Otto for Legal Service Delivery (LSD).

    • Reopen a closed legal request – Reopen a request if you’re not satisfied with the resolution given by the legal team.

    • Managing legal requests – As a member of the legal department, you work on legal requests submitted by employees to resolve their issues or to answer their queries.

      • Assign a legal request – Assign a legal request to yourself or to someone in your assignment group.

      • Work on a legal request – Work on legal requests assigned to you or as a collaborator to resolve issues or answer queries.

      • Manage attachments for a legal request – Upload supporting documentation, such as documents, email copies, images, or any other files into a legal request while you are working on it.

        • Document access in a legal request – Documents attached to legal requests are uploaded to the configured external storage system when the external storage option is enabled on the legal request intake form. The access of these documents to various personas is controlled in real time, via a scheduled job, or on-demand.

        • Request document access for a legal request – Documents attached to legal requests are uploaded to the configured external storage system when the external storage option is enabled on the legal request intake form. The access of these documents to various personas is controlled in real time, via a scheduled job, or on-demand.

        • Remove document access of users in a legal request – Documents attached to legal requests are uploaded to the configured external storage system when the external storage option is enabled on the legal request intake form. The access of these documents to various personas is controlled in real time, via a scheduled job, or on-demand.

      • Initiate an ad hoc approval – Initiate an ad hoc approval for a legal request or its attachments from a user or a user group.

        • Cancel an ad hoc approval for a legal request – Cancel an ad hoc approval for a legal request if it no longer requires any action.

      • Approve or reject a legal request or its attachment – Review a legal request or attachment and approve or reject it.

      • Communicate using emails from Legal Counsel Center – Compose and send emails directly from the legal request record form in the Legal Counsel Center. You can also save the email as a draft to send it later.

      • Promote a legal request to a legal matter – Promote a legal request to a legal matter when the request needs additional investigation and cross-departmental collaboration that might take more time to resolve.

      • Transfer a legal request – Transfer a legal request to a new practice area or category if the request was submitted with an inappropriate practice area or category.

      • Update a legal request by requester – Update the variables in the form fields and submit the legal request by the requester once the request is sent back by the fulfiller.

      • Disable attorney client privilege for request. – Disable attorney client privilege for a legal request.

      • Close a legal request – You can close a legal request assigned to you when you’ve resolved it.

    • Reference – Reference topics provide additional information about the lists and forms that you use in Legal Request Management.

    • Legal Service Delivery properties – There are several properties that you can use to configure integrations for Legal Service Delivery apps.

    • Components installed with Legal Request Management – Several types of components are installed with activation of the Legal Request Management application, including tables and user roles.

    • Practice area tables for legal requests – Tables specific to practice areas are installed with the Legal Request Management application.

    • Legal request record - Details tab – List of fields in the Details tab of a legal request in the Legal Counsel Center.

    • Response Template form – Legal configurator can use the Response Template form to create or modify a response template for reusable messages.

  • Legal Matter Management – The ServiceNow Legal Matter Management application enables you to complete legal requests that need cross-departmental tasking and a workflow with a mechanism to store supporting documents and track important milestones. AI workflow summarizes matters, helping legal teams quickly understand context and resolve issues

    • Explore – Legal Matter Management enables you to manage legal matters and cross-functional tasking to effectively complete legal work. You can store relevant documents and track important milestones of these legal matters from a single place.

    • Integrate Legal Matter Management with the Legal Tracker application – Learn more about the integration through a sample workflow and review the benefits it can provide.

    • Attorney Client Privilege – Attorney Client Privilege enables legal fulfiller or matter owner to designate legal matters as privileged and confidential. It restricts access to authorized stakeholders, marks communications with confidentiality banners, and maintains a document audit trail to help you protect sensitive legal communications.

    • Configure – Configure the foundation data for legal matters through Legal Matter Management to provide legal services to employees.

    • Install Legal Matter Management – You can install the Legal Matter Management application (sn_lg_matter) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

    • Legal matter templates – Legal matter templates help you standardize legal procedures​, policies, and workflows for various matter types.

      • Create a legal matter template – Create a legal matter template that you can apply to a legal matter when promoting from a legal request. The legal matter created using the template contains predefined data such as phases, tasks, ownership, and approvals.

      • Create a phase template for a matter template – Create a phase template for a matter template for resolving the matter in an organized way. When you apply a legal matter template while creating a matter, the associated phases from the template are added by default to the matter.

      • Create a task template within a phase template – Create a task template within a phase template of a legal matter template. When you apply a legal matter template while creating a matter, the associated phases and tasks from the template are added by default to the matter.

      • Approve or reject a matter template – Review and approve or reject a matter template that is assigned to a user group of which you are a member. An approved matter template is published and is available for use when promoting legal requests to legal matters.

    • Configure Legal Matter Management with outside counsel – Configure the requirements to enable outside counsel engagement and matter creation in Legal Tracker.

      • Configure Legal Tracker instance URL – Update the system properties to generate the URL specific to External Matter that is displayed in the Legal Tracker matter link field. By selecting the URL, the user can directly open the matter in the Legal Tracker application.

      • Configure the webhook registry – Configure a callback URL for communication between the Legal Matter Management and Legal Tracker applications.

      • Configure data to enable matter creation in Legal Tracker – Configure the data that is required to create a matter in Legal Tracker.

      • Add outside counsel details – Add outside counsel details for an outside firm to enable matter creation in Legal Tracker.

      • Add approval route details – Add approval route details in Legal Matter Management to enable matter creation in Legal Tracker.

      • Configure the currency symbol for activity stream – Configure currency to be displayed in the activity stream.

      • Enable outside counsel engagement – Enable legal fulfiller to submit requests for outside counsel engagements for a matter.

    • Use – Create or promote legal matter to complete legal requests that need cross-departmental tasking and a workflow with a mechanism to store supporting documents and track important milestones.

    • Assign a legal matter to a legal group user – Assign a legal matter to yourself or to someone in the assignment group to start working on the matter.

    • Work on a legal matter – As a matter owner, work on a legal matter assigned to you to resolve issues or answer queries.

      • Initiate ad hoc legal matter approval – Initiate an ad hoc approval for a legal matter or its artifacts from a user or a user group.

      • Cancel an ad hoc approval for a legal matter – Cancel an ad hoc approval for a legal matter if it no longer requires any action.

      • Engage with outside counsel – Engage with outside counsel to benefit from their expertise for resolving legal matters.

      • Request Outside Counsel engagement – As a legal fulfiller, create an outside counsel engagement request for a matter.

      • Submit outside counsel engagement request for approval – As a legal fulfiller, submit an outside counsel engagement request for approval.

      • Approve or reject outside counsel engagement request – As a practice area lead, approve the outside counsel engagement request.

        • Assign task created for filling Legal Tracker details – As a legal fulfiller, assign the task created for filling Legal Tracker details to the task fulfiller.

        • Enter Legal Tracker details and submit for integration – As a task fulfiller, enter the details in the Legal Tracker section of the outside counsel engagement request.

      • Resolve errors during matter creation – In the Legal Tracker, a matter is created after outside counsel engagement requests have been approved and an integration initiated.

      • View external matter details – As a legal fulfiller, view the external matter details fetched from in the legal matter.

      • Delete outside counsel engagement request – As a legal fulfiller, you can delete outside counsel engagement request that is no longer required.

      • Approve or reject a legal matter or its artifact – Review a legal matter or its artifact’s content and approve or reject it.

      • Communicate using emails from Legal Counsel Center – Compose and send emails directly from legal matter record form in the Legal Counsel Center. You can also save the email as draft to send it later.

      • Add a phase to a legal matter – Add a phase to a matter to track specific tasks to complete the matter.

      • Create a task for a legal matter – Create a task in a legal matter or a phase of the matter that you or another user should perform to resolve the matter.

      • Complete a legal matter task – When you finish working on an assigned matter task, mark the task as complete.

      • Approve or reject a legal matter task – As a matter owner, you can review and approve or reject matter tasks that are marked as complete by the task owners.

      • Cancel a legal matter task – You can cancel a matter task if it no longer requires any action.

      • Create an artifact for a legal matter – Create an artifact for a legal matter to upload and store documents, emails, and files related to the matter.

      • Attach files to a legal matter artifact – Upload supporting documentation, such as documents, email copies, images, or any other files into the artifact while you are working on a legal matter or matter task. You can also use these artifacts as a reference material to solve similar requests in future.

      • Document access in a legal matter – Documents attached to legal matters are uploaded to the configured external storage system when the external storage option is enabled on an intake form with All or matter type selected. The access permission of these documents to various personas is controlled in real time, via a scheduled job, or on-demand.

        • Request document access for a legal matter – Request access to documents attached to a legal matter that you do not currently have access to.

        • Remove document access of users in a legal matter – Remove existing users’ access to documents attached to a legal matter’s artifact when they are no longer required to view those documents.

      • Add a milestone to a legal matter – Add a milestone to a legal matter to track important calendar events related to the matter.

      • Associate related legal requests with a legal matter – Associate one or more legal requests with a legal matter to organize and resolve related requests through a single matter.

      • Associate an existing legal matter with a legal request – Associate an existing legal matter with a legal request that is similar to provide helpful information in resolving the request.

      • Disable attorney client privilege for matter – Disable privileged and confidential status of a legal matter.

      • Close a legal matter – Close a legal matter assigned to you when you complete all activities for resolving the legal matter. You can also close the matter if you find that it doesn’t need any further action.

      • Reopen a legal matter – If a legal matter requires further investigation after it was closed or canceled, you can reopen it to work on it again.

    • Reference – Reference topics provide additional information about the lists and forms that you use in Legal Matter Management.

    • Components installed with Legal Matter Management – Several types of components are installed with installation of the Legal Matter Management application, including tables, and user roles.

    • Practice area tables for legal matters – Tables specific to practice areas are installed with the Legal Matter Management application.

    • Legal Tracker Outside Counsel Engagement request form – Fields in the Legal Tracker Outside Counsel Engagement request form of a legal matter.

    • Scheduled jobs installed for Legal Tracker – Scheduled jobs that are installed when the Legal Tracker spoke is enabled. These jobs are used to fetch data from Legal Tracker.

    • Outside counsel engagement notifications – Notifications are reminders that are created using email templates and sent for outside counsel engagement workflow. Use the notifications received to work on the outside counsel request, tasks and resolve errors.

  • Legal Service Delivery Practice Applications – Legal practice applications in the Legal Service Delivery suite provide solutions for the specific needs of different legal practice areas.

    • Legal Content Review – The ServiceNow Legal Content Review application enables employees to raise a legal review request of any marketing materials, collaterals, or presentation contents and resolve the issues.

    • Explore – The Legal Content Review (sn_lg_cont_review) application enables authorized employees in your organization to submit Legal Content Review compliance requests and to track the progress of the request. Users in the legal department who have appropriate roles can work on and resolve these requests.

    • Configure – Configure the foundation data to provide Legal Content Review request services to employees who can use these services to submit requests to the legal department.

      • Install Legal Content Review – You can install the Legal Content Review application (sn_lg_cont_review) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

      • Reconfigure forms to use new components – As an administrator, after installing Legal Content Review reconfigure forms to use the new content review record producer, catalog category, and content taxonomy.

    • Requests – Legal Content Review is a mechanism to raise a legal review request for any marketing materials, collateral, or presentation contents and seek services from the legal department to resolve the issue and track its status.

      • Submit a Legal Content Review request – Submit a Legal Content Review request to seek services from the legal department.

      • Update a Legal Content Review request – Update request details, add comments, or upload documents in a Legal Content Review request you submitted while it is still in the New or Assigned state.

      • Assign a Legal Content Review request – Assign a Legal Content Review request to yourself or to someone in your assignment group.

      • Cancel a Legal Content Review request – Cancel a Legal Content Review request irrespective of its state.

    • Reference – Reference topics provide additional information about the lists and forms that you use in Legal Content Review.

      • Components installed with Legal Content Review – Several types of components are installed with activation of the application, including tables and user roles.

      • Legal Content Review form – List of fields in the Legal Content Review request in the Legal Service Portal.

    • Legal Digital Forensics – The ServiceNow Legal Digital Forensics application enables you to handle digital forensics requests for data discovery related to custodial and non-custodial data sources that are subject to investigations or litigation.

    • Explore – Legal Digital Forensics enables different departments in your organization to submit legal requests for discovery and processing of digital data of employees suspected of malicious activity or litigation.

    • Configure – Configure the foundation data required for managing the digital forensics requests.

      • Install Legal Digital Forensics – You can install the Legal Digital Forensics application (sn_lg_forensics) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.

      • Configure a data source for digital forensics – Configure a data source a requester can select in a digital forensics request as the source of potentially evidential data.

      • Add fulfillment instructions and checklist for a data source – Add instructions for a data source that a task owner in a legal matter can follow to resolve the task.

    • Requests – Employees from different departments in your organization can submit legal requests for discovery and processing of digital data of employees suspected of malicious activity or litigation.

      • Submit a digital forensic request – Submit a legal request to access data of current or former employees for internal investigation or litigation reasons.

      • Add a custodian to a digital forensic request – Submit a legal request to access data of current or former employees for internal investigation or litigation reasons.

      • Add a non-custodial data to a digital forensic request – Submit a legal request to access data of current or former employees for internal investigation or litigation reasons.

      • Add custodial and non-custodial data from a file – Submit a legal request to access data of current or former employees for internal investigation or litigation reasons.

      • Update a submitted digital forensic request – Update the request details, add comments, manage custodial and non-custodial data, or upload documents in a digital forensic request you submitted while it is still in the New state. You can cancel a submitted request irrespective of its state.

    • Manage – As a member of the legal department, work on the digital forensics requests for data discovery related to custodial and non-custodial data sources that are subject to investigations or litigation.

      • Work on a digital forensic request – As a member of the digital forensic team, you work on a legal request to investigate and resolve the request.

      • Approve or reject custodial and non-custodial data processing – Review and approve or reject the processing of a custodial or non-custodial record of a digital forensic request.

      • Work on a digital forensic legal matter – Work on a digital forensic legal matter assigned to you to get the requested actions for the custodial and non-custodial data done to resolve the request.

      • Create a task for a digital forensic legal matter – Create a task for a digital forensic legal matter and add instructions and to-do items in a checklist for the task owner to work on.

      • Work on a task for a digital forensic legal matter – Follow the instructions and complete the to-do items in the checklist of a legal matter task assigned to you.

    • Reference – Reference topics provide additional information about the lists and forms that you use in Legal Digital Forensics.

      • Components installed with Legal Digital Forensics – Several types of components are installed with activation of the Legal Digital Forensics application, including tables and user roles.

    • Legal Invention Disclosure – Legal Invention Disclosure is a workflow that enables inventors to disclose their inventions in a structured manner. The application is installed by the Legal Simple Intellectual Property application.

    • Explore – Learn more about Legal Invention Disclosure through a sample workflow and review the benefits it can provide.

    • Configure – Install Legal Invention Disclosure and configure the requirements to enable efficient processing and tracking of patent requests.

      • Install Legal Invention Disclosure – You can install the Legal Invention Disclosure application by installing the Legal Simple Intellectual Property (sn_lg_ip) application if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:

      • Set up Outside Firms for Legal Invention Disclosure – Configure Outside Firm records to enable the assignment of outside counsels to review and process the patent filing of Legal Invention Disclosure requests.

      • Set up Outside Counsels for Legal Invention Disclosure – Create Outside Counsel records to enable outside counsels to work on a Legal Invention Disclosure request.

      • Enable Outside Counsel to be added to Legal Invention Disclosure matters – Enable outside counsels to be added to matters related to Legal Invention Disclosure request.

      • Set up optional inventor rewards in Legal Invention Disclosure – Set up optional rewards for inventors to be granted at three stages of applying for and acquiring a patent.

    • Use – Legal Invention Disclosure provides a streamlined process for inventors to request an application for a patent and for that request to be reviewed both internally and externally by outside counsels. The application is then submitted to patent authorities. You can choose to reward inventors at selected stages of the application process.

      • Create a Legal Invention Disclosure request – Create a Legal Invention Disclosure request to provide detailed information about the invention.

      • Review the Legal Invention Disclosure request – Review a Legal Invention Disclosure request and either approve it to be sent for a patent approval or request clarification from the requester.

      • Respond to a request for clarification for a Legal Invention Disclosure request – Provide information requested by the patent reviewer or fulfiller to complete a Legal Invention Disclosure request for review.

      • Create a matter or add a Legal Invention Disclosure request to an existing matter – Create a matter from a Legal Invention Disclosure request or add the request to an existing matter to track the details of the complete patent application process if the request is approved for applying for a patent.

      • Associate an existing Outside Counsel to a legal matter – Add existing outside counsels to a legal matter and enable the patent fulfiller to communicate with the outside counsel for reviewing and processing the Legal Invention Disclosure requests.

      • Proceed with a Legal Invention Disclosure request – Once an application for a Legal Invention Disclosure request is complete and has been approved, approve the application to proceed for review by an outside counsel.

      • Provide Legal Invention Disclosure request information to an outside counsel – Provide the information related to a Legal Invention Disclosure request to an outside counsel for review to determine whether to apply for a patent.

      • Facilitate the patent review process – Update the tracking information through the final resolution of the patent review process after you receive the resolution of the patent application review by an outside counsel.

    • Reference – Reference topics provide additional information about the forms that you use in Legal Invention Disclosure.

      • Components installed with Legal Invention Disclosure – Several types of components are installed with activation of the Legal Invention Disclosure plugin, including tables and user role.

      • Legal Invention Disclosure form – List of fields in the Legal Invention Disclosure request in the Legal Service Portal.

    • Legal Investigations – The ServiceNow Legal Investigations application enables Legal departments to accept complaints from a simple intake process through multiple channels. The legal team can organize and conduct detailed legal investigations including interviews, gathering evidence, and preparing final reports along with recommended actions.

    • Explore – Legal Investigations enables the Legal department to accept complaints and conduct detailed legal investigations by conducting interviews, gathering evidence, and preparing final reports and recommended actions.

      • Better together solution: Legal Investigations and HR Service Delivery Employee Relations – Employees can submit complaints through the Employee Center portal without worrying about who should investigate the complaint. During the triaging or investigation process, fulfillers working on these issues can transfer them back and forth between the Legal and HR departments as necessary for resolution.

    • Configure – Configure the foundation data required for managing the complaints for legal investigations.

      • Install Legal Investigations – You can install the Legal Investigations application (sn_lg_investigate) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application installs related ServiceNow Store applications and plugins if they are not already installed.

      • Configure an allegation type and its subtypes – Configure allegation types and allegation subtypes that the legal fulfillers working on complaints can choose when adding new allegations during investigations.

      • Configure ethics complaint assignment group – As an admin, configure the sn_lg_investigate.ethics_complaints_assignment_group system property to use a different assignment group to assign ethics complaints.

      • Set up Legal Investigations with HR Service Delivery Employee Relations – Set up Legal Investigations with HR Service Delivery Employee Relations to enable complaint requests to be transferred between Legal and HR departments.

    • Requests – Employees can submit a complaint to report an incident of compliance violation to request an investigation from the Legal or HR department.

      • Submit a complaint through Legal Service Portal – Submit a complaint through the Legal Service Portal to report a violation incident for investigation and resolution.

      • Submit a complaint through Employee Center – Submit a complaint through the Employee Center portal to report a compliance violation incident for investigation and resolution.

      • Submit a complaint through the Legal menu in Employee Center – Submit a complaint through the Employee Center portal to report a compliance violation incident for investigation and resolution.

      • Submit a complaint through the Quick Link in Employee Center – Submit a complaint through the Employee Center portal to report a compliance violation incident for investigation and resolution.

      • Submit a complaint via the ARC Portal – Submit a complaint anonymously through the Anonymous Report Center (ARC) portal to report a compliance violation incident for investigation and resolution.

      • Access anonymous report – You can follow up on your anonymous report to view comments and updates from the legal fulfiller working on it or add comments.

    • Manage – As a member of the legal department, work on legal requests for complaints submitted by employees to report non-compliance incidents and conduct legal investigations.

      • Triage legal investigation requests – When employees observe and report an ethics violation or similar incident, the resulting universal requests are triaged for prioritization and resolution.

      • Create an ethics legal matter from a universal request – Create an ethics legal matter from a universal request to get the Legal department’s assistance in resolving the complaints.

      • Work on a legal request for a complaint – Work on legal requests for complaints assigned to you or as a collaborator to resolve issues or answer queries.

      • Work on a legal matter for a complaint – Work on a legal matter assigned to you to conduct legal investigations and resolve an internal complaint.

      • Add allegation with involved party – Add an allegation record to the legal matter as part of your complaint investigation, and associate it with an involved party.

      • Add an interview task to a legal matter – As part of your complaint investigation, add an interview task for the involved parties in the legal investigations matter.

      • Add a recommended actions task to a legal matter – Based on your findings of the complaint investigation, add recommended actions for the involved parties in the legal investigations matter.

      • Manage involved parties in a legal request or legal matter – Add a new involved party or modify the information of an existing involved party in a legal request or legal matter related to a complaint.

    • Reference – Reference topics provide additional information about the lists and forms that you use in Legal Investigations.

      • Components installed with Legal Investigations – Several types of components are installed with activation of the Legal Investigations application, including tables, user roles, and scheduled jobs.

      • Record producers for legal investigations – A record producer helps you set up an intake form containing fields that a requester has to fill in and initiate a request.

      • Ethics complaints intake form – Employees can use the Ethics Complaints intake form to report an ethics violation incident.

      • Ethics complaint intake form in the ARC portal – Employees can use the Ethics Complaints intake form in the Anonymous Report Center (ARC) portal to report an ethics violation incident. Different sets of fields appear on the form based on the active record producers.

      • Involved Party form – Legal fulfillers or matter owners can use the Involved Party form to add or modify an involved party in a legal request or legal matter assigned to them.

      • Legal Matter Task form for legal investigations – Matter owners can use the Legal Matter Task form for adding task type of Documents, Recommended Actions, and Interviews as part of the legal investigation.

      • Data mapping fields – Data mapping of tables is necessary when ethics matter is transferred by the legal fulfiller to HR and an HR Employee Relations case is transferred to the Legal department.

    • Legal Simple Contracts – The ServiceNow Legal Simple Contracts application enables employees to submit legal requests for getting legal support and guidance for contracts. For example, they can submit legal requests for the creation of Non-disclosure Agreement (NDA) documents with third parties or the review of sales contracts or third-party contracts. The legal department can manage and process them from a centralized location.

    • Explore – Legal Simple Contracts enables employees to submit legal requests for the creation or review of contracts with third parties, such as vendors, customers, and partners. The legal department can manage and process these submitted legal requests for contracts from a centralized location.

    • Configure – Set up the foundation data for legal simple contracts so employees can use them to submit a legal request to the legal department.

      • Install Legal Simple Contracts – You can install the Legal Simple Contracts application (sn_lg_contracts) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.

      • Activate Word Document Templates – You can activate the Word Document Templates plugin (sn_doc_word) if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application activates related ServiceNow Store applications and plugins if they are not already installed.

      • Configure Legal Simple Contracts – Set up the foundation data for legal simple contracts so employees can use them to submit a legal request to the legal department.

      • Define a user as an internal signer – Define a user as an internal signer so that the signer can be added to a contract template to automatically populate in a contract document.

      • Create a contract type – Create a contract type for defining different types of legal contract requests.

      • Legal contract templates – Create document templates to generate contract documents depending on various request types.

        • Configure legal contract of type HTML – Configure a contract template of HTML format.

        • Create a document block for legal contract templates – Create document blocks that you can use in multiple document templates for legal contracts.

        • Add block content in a document template block – Add one or more block contents in a document template block and define its condition and execution order.

        • Create a legal contract template of type HTML – Create a document template of type HTML.

        • Create a legal contract template of type PDF – Create a document template of type PDF by uploading an editable and fillable PDF file.

        • Configure legal contract templates of type Microsoft Word – Configure a contract template of Microsoft Word format that are easier to review and modify.

        • Add content controls in a Microsoft Word document – As a legal contract configurator, prepare a Microsoft Word document that you want to import as a contract template by marking the content with content controls so it can be efficiently parsed and reused.

        • Create a Microsoft Word legal contract template – Create a legal contract template in Microsoft Word format that can be used to generate a standard contract with predefined content when an employee submits a contract request.

        • Configure legal contract template participants – Add and configure participants that act as placeholder for users who will be assigned as signers of a contract document.

        • Update contract template mappings – Update template mappings to pre-fill information that will be placed in the contract document.

        • Publish a contract template – Publish contract template to make it available for generating a standard legal contract document with predefined content when a legal user submits a contract request.

        • Configure a rule for selecting a legal contract template – Configure a rule to identify and use the correct legal contract document template based on the submitted legal request and generate a contract document for the requester.

      • Configuring external applications for legal contracts – Set up external applications that provide services such as electronically signing contract documents and saving signed contracts or the documents related to legal requests in an external storage system.

        • Configure an e-signature provider for legal contracts – Configure an electronic signature provider to enable users to sign contract documents electronically.

      • Configure Microsoft Dynamics CRM for sales contracts – Configure Microsoft Dynamics CRM to import the sales representatives, sales accounts, and active opportunities data into the tables in the ServiceNow instance for the sales contracts support.

      • Schedule import set jobs to pull data from the CRM system – Schedule import set jobs to pull sales representatives and associated sales accounts and active opportunities data from the CRM system into the ServiceNow instance.

      • Create a deflection rule for sales contracts – Create a deflection rule for providing guidance to requesters for a sales contract based on the specified conditions.

      • Activate a system property – As an admin, activate the sn_lg_contracts.enable_executed_contract_audit_certificate system property to generate a certificate of completion for electronically signed non-disclosure agreements (NDA) and third-party contracts.

      • Create a legal contract intake workflow – Create a legal contract intake workflow by creating a record producer and configuring base system settings so that employees can request the legal department’s guidance on legal contracts.

    • Migrate – Migrating from Legal Simple Contracts to Contract Management Pro for Legal Service Delivery enables you to use Microsoft Word templates and contract templates.

      • Preparing for migration from Legal Simple Contracts to Contract Management Pro for Legal Service Delivery – Prepare the ServiceNow instance to migrate the data from Legal Simple Contracts to Contract Management Pro for Legal Service Delivery.

      • Migrate to Contract Management Pro for Legal Service Delivery from Legal Simple Contracts – As a legal contracts administrator, migrate data from Legal Simple Contracts to Contract Management Pro for Legal Service Delivery using the migration script.

      • Data copied to Contract Management Pro for Legal Service Delivery during migration from Legal Simple Contracts – A migration utility copies data from Legal Simple Contracts tables to Contract Management Pro for Legal Service Delivery tables.

      • Result of migration from Legal Simple Contracts to Contract Management Pro for Legal Service Delivery – On the running the script to migrate data from Legal Simple Contracts to Contract Management Pro for Legal Service Delivery, the data is copied along with other changes made to Legal Simple Contracts modules, Legal Counsel Center, and the Legal Executive dashboard.

    • Requests – Employees from different departments in your organization can submit legal requests for the creation or review of contracts with third parties, such as vendors, customers, and partners.

      • Non-disclosure agreement requests in Legal Simple Contracts – Employees can submit legal requests for creating non-disclosure agreement (NDA) contracts with third parties such as vendors, customers, and partners. The legal department can manage and process these requested changes from a centralized location.

      • Submit a legal request for a NDA – Submit a legal request for a non-disclosure agreement with third parties such as vendors, customers, or partners.

      • Work on a legal contract request – As a member of the legal contracts support team, review and revise a contract document as per the requested changes. Upload the revised document to the request and send the document to the requester from within the request.

      • Review and finalize the contract document – Review and finalize the contract document for sending it for signature.

      • Signature process for a legal request – You can require either an electronic or a wet (manual) signature for a legal request. The contract approval process differs depending on the signature type selected.

        • Sign or decline a legal contract electronically – As a signatory, you can review and sign or decline to sign a contract document.

        • Wet Signature workflow – The wet signature workflow is triggered when a legal request with signature type as Wet Signature is sent to the signatories for signing.

      • Add a manually signed contract – As a legal requester, on receiving the signed contract document from the signatories, add the digital version to the legal request record.

      • Sales contract review requests – Sales team members can submit legal requests for sales contract review when they have to engage legal counsel for customer queries, review the terms and conditions provided by customers, or for legal guidance. The commercial legal team can review the sales contract and provide the requested contract support.

      • Submit a legal request for sales contract review – Submit a legal request to the legal team for review and legal support for a sales contract.

      • Work on a sales contract review request – As a member of the legal contracts support team, review and revise a sales contract document as per the requested changes. Upload the revised document to the request and send it to the requester directly from the request.

      • Third-party contract review requests – Employees can submit legal requests for review of third-party contracts by the legal team.

      • Submit a legal request for a third-party contract review – Submit a legal request for review of third-party contracts by the legal team.

      • Modify a legal request – As a legal user, modify a legal request to update the request’s details or replace the attached contract document with an updated version.

      • Work on a TPC review request – As a member of the legal contracts support team, review and revise a third-party contract document. You can email the revised document to stakeholders to verify the revisions and then send the ready document for e-signature from within the legal request.

      • Cancel a legal request – Cancel a third-party contract request if it is no longer necessary.

    • Manage – As administrator work on managing the legal contract templates and legal contracts.

      • Edit a contract template of type Microsoft word – Edit a contract template to reflect any modifications that must be included in the template to generate a standard contract when an employee submits a contract request.

      • Preview a contract document for a Word document template – View the final form of a contract document with the content controls replaced with the values of the variables or return values of scripts.

      • Preview and download a signed contract document – Preview and download a signed contract document.

      • Create word document contract template – Create a new contract template from an existing template if you need only a small variation in the content of an existing template.

    • Reference – Reference topics provide additional information about the lists and forms that you use in Legal Simple Contracts.

      • Components installed with Legal Simple Contracts – Several types of components are installed with activation of the Legal Simple Contracts application, including tables and user roles.

      • Third Party Contract Review form – The Third Party Contract Review form is used to submit a legal request to the legal department to get the third-party contracts reviewed.

      • Word Template New Record form – The Word Template New Record form is used to create document template.

    • Legal Simple Privacy – The ServiceNow Legal Simple Privacy application provides a mechanism to raise a Privacy Assessment request to resolve privacy related concerns.

    • Explore – The ServiceNow Legal Simple Privacy provides a mechanism to raise a request for a privacy assessment to resolve privacy-related concerns.

    • Configure – Configure the foundation data to enable submitting a privacy impact assessment request to the legal department.

      • Install Legal Simple Privacy – Install the a Legal Simple Privacy (sn_lg_privacy​) application if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they aren’t already installed.

      • Reconfigure forms to use new components – As an administrator, after installing Legal Simple Privacy reconfigure forms to use the new privacy assessment record producer, catalog category, and content taxonomy.

    • Requests – Privacy assessment requests enables employees to seek services from the Legal Privacy department to resolve privacy-related concerns.

      • Submit a privacy assessment request – Submit a privacy assessment request for yourself or on behalf of another user to seek services from the legal department.

      • Update a privacy assessment request – Update request details, add comments, or upload documents in a privacy assessment request you submitted while it is still in the New or Assigned state.

      • Assign a privacy assessment request – Assign a legal privacy assessment request to yourself or to someone in your assignment group.

      • Cancel a privacy assessment request – Cancel a privacy assessment request if it is no longer necessary.

    • Reference – Reference topics provide additional information about the lists and forms that you use in Legal Simple Privacy.

      • Components installed with Legal Simple Privacy – Several types of components are installed with activation of the Legal Simple Privacy application, including user roles.

    • Legal Simple Compliance – The ServiceNow Legal Simple Compliance suite provides prebuilt legal workflows to submit and manage legal compliance requests.

    • Install – Install the Legal Simple Compliance application to offer prebuilt workflows for various legal compliance needs. It enables you to manage legal compliance requests.

    • Gifts and Entertainment Compliance – The ServiceNow Gifts and Entertainment Compliance enables you to manage disclosures from employees giving or receiving gifts or entertainment to internal or external parties to ensure they comply with company policies.

    • Explore – The Gifts and Entertainment Compliance application enables you to manage disclosures and its approval arising from employees giving or receiving gifts or entertainment.

    • Configure – Configure the foundation data required for managing the gift and entertainment disclosure requests.

      • Install Gifts and Entertainment Compliance – You can install the Gifts and Entertainment Compliance application (sn_lg_gifts) if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:

      • Configure gift policy for Gifts and Entertainment Compliance – Configure a gift policy in accordance with your organization’s policy. This policy will outline the conditions under which approval is required.

      • Configure approval workflow for Gifts and Entertainment Compliance – Review the flows installed with the Gifts and Entertainment Compliance application and configure them to align to your company’s policy.

    • Requests – Employees who engage in giving or receiving gifts and entertainment can submit a disclosure and obtain the legal clearance for their transaction.

      • Submit a gifts and entertainment disclosure – Submit a disclosure to obtain the legal clearance for gifts and entertainment.

    • Manage – As a member of the Legal - Gifts Compliance group, review gifts and entertainment disclosure requests from employees and approve or reject them.

      • Review gifts and entertainment disclosure – Approve or reject a gifts and entertainment disclosure request assigned to you or a Legal - Gifts Compliance group of which you’re a member.

      • Update gifts and entertainment disclosure – Update request details, add comments, or upload documents in a gifts and entertainment disclosure request you submitted while it is still in the New state. You can cancel a submitted request irrespective of its state.

    • Reference – Reference topics provide additional information about the components, lists and forms that you use in Gifts and Entertainment Compliance.

      • Components installed with Gifts and Entertainment Compliance – Several types of components are installed with installation of the Gifts and Entertainment Compliance, including tables and user roles.

      • Gift Policies form – Use the Gift Policies form to add policy in accordance with your organization’s policy.

      • Gift and entertainment disclosure form – Use the Gift Policies form to add policy in accordance with your organization’s policy.

      • Gifts and Entertainment Compliance notifications – Notifications alert you of changes in gift and entertainment disclosure request and actions to be taken. Use the notifications received to work on the requests.

    • Legal Conflict of Interest – Legal Conflict of Interest enables you to manage the disclosure, approval, and registry of conflict of interest that might arise from employees having competing interests or loyalties. Employees can submit disclosures using the conversational interface of ServiceNow Otto in Virtual Agent or intake form available in the Employee Center.

    • Explore – Learn more about the Legal Conflict of Interest application through a sample workflow and review the benefits that it can provide.

    • Configure – Configure the foundation data required for managing the conflict of interest requests.

      • Install Legal Conflict of Interest – You can install the Legal Conflict of Interest application (sn_lg_coi) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they aren’t already installed.

      • Configure risk assessment – Configure the risk assessment to automatically evaluate conflict of interest disclosures and assign risk levels that determine approval routing.

      • Configure risk factors – Configure risk factors to define the criteria the risk assessment functionality evaluates a request. Each risk factor uses one of three evaluation types: Condition, Skill, or Subflow.

      • Configure flows for Legal Conflict of Interest – Review the flows installed with the Legal Conflict of Interest application and configure them to align with your business needs.

      • Configure conversational intake – Confirm required applications are installed to enable legal users to submit a Conflict of Interest (COI) request using conversational interface of ServiceNow Otto panel in Virtual Agent.

    • Use – Employees who engage in activities that could potentially conflict with their primary employment duties can disclose these potential conflicts and obtain the legal clearance by submitting a request.

      • Submit COI requests – Submit conflict of interest disclosure requests using a traditional form or through conversational intake with ServiceNow Otto.

      • Submit COI request manually – Submit a request to obtain the legal clearance before you involve in any activity that might pose a risk of potential conflict with the primary employer duties.

      • Submit COI request using AI – Submit Conflict of Interest (COI) requests through natural language conversations.

      • Update an existing conflict of interest disclosure request – Update an existing conflict of interest disclosure request to obtain the legal clearance again before it expires. You might want to get fresh approvals for an extension of the period or for the revised conditions that might pose a risk of potential conflict with the primary employer duties.

      • Approve or reject a conflict of interest disclosure request – Approve or reject a conflict of interest disclosure request assigned to you or a legal user group of which you’re a member.

      • Update an existing conflict of interest disclosure record – You can update an existing conflict of interest disclosure record to change the validity period or the status of the record.

      • View risk assessment details – Review the risk assessment results for a conflict of interest disclosure, including the overall risk score, risk level, individual risk factor responses, and the risk assessment report.

    • Reference – Reference topics provide additional information about the lists and forms that you use in Legal Conflict of Interest.

      • Components installed with Legal Conflict of Interest – Several types of components are installed with installation of the Legal Conflict of Interest, including tables and user roles.

    • Legal Stock Preclearance – Legal Stock Preclearance enables you to manage stock preclearance requests complying with the company’s stock preclearance policy. You can set up trading windows, manage an access persons list, and approve or reject stock preclearance requests.

    • Explore – Legal Stock Preclearance application keeps you in compliance with your organization’s stock preclearance policy through automation of submission and approvals of preclearance requests.

    • Configure – Configure the foundation data for your stock preclearance process to enable employees to submit preclearance approval requests before they trade in the securities.

      • Install Legal Stock Preclearance – You can install the Legal Stock Preclearance application (sn_lg_stock_cp) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they aren’t already installed.

      • Set up a trading window – Set up a trading window for a period in which certain designated employees of the organization are permitted to trade in the securities of your organization.

      • Add trading holidays – Add trading holidays during which the trading is closed.

      • Manage access persons list – Add users who have access to non-public information regarding the trade of securities of your organization.

    • Requests – Employees from different departments in your organization can submit stock preclearance requests complying with the company’s stock preclearance policy

      • Submit a preclearance approval request – As a designated access person, submit a request to obtain the preclearance approval from the legal department before you can trade in the securities of your organization.

      • Approve or reject a stock preclearance approval – As a member of the legal stock approvers group, approve or reject a stock preclearance approval request so that the requester can trade in the securities of the organization.

    • Reference – Reference topics provide additional information about the lists and forms that you use in Legal Stock Preclearance.

      • Components installed with Legal Stock Preclearance – Several types of components are installed with activation of the Legal Stock Preclearance application, including tables and user roles.

    • Legal Hold Notification – The ServiceNow Legal Hold Notification application helps organizations manage their legal obligations to preserve relevant information when a legal hold is issued. It enables you to submit a legal hold matter, add custodians, send notices, and close the legal hold matter, to ensure legal and regulatory compliance.

    • Explore – Explore the Legal Hold Notification application to understand its workflow, user roles, and the key benefits it offers across your organization.

    • Configure – Install and configure the Legal Hold Notification application for creating and managing legal hold notification matter.

      • Install Legal Hold Notification – Install the Legal Hold Notification plugin to be able to create a legal hold notification matter, add custodians, issue the legal hold notice, and close the legal hold notification matter.

      • Assign the legal user role to a custodian – Assign the legal user role to a custodian who is responsible for preserving data related to a legal hold.

      • Customize an existing legal hold notice template – Customize the legal hold notice template available in the base system to align with your organizational requirements.

      • Configure a new legal hold notice template – Configure a legal hold notice template to align with your organizational requirements.

      • Configure a restricted caller access privilege – Configure a restricted caller access privilege for the document templates application with a global scope to allow the legal matter application to perform read operations.

    • Use – The Legal Hold Notification application enables organizations to issue, track, and manage legal hold notices efficiently.

      • Submit a Legal Hold Notification matter – Create a Legal Hold Notification matter to initiate the process of preserving the data related to the legal hold when the legal hold is issued.

      • Assign a matter owner – Assign a matter owner (fulfiller) for the legal hold matter to be responsible for managing it.

      • Issue a legal hold notice – Issue the legal hold notice to the custodian to ensure timely preservation of relevant data.

      • Add a new custodian to an existing legal hold matter – Add a new custodian to issue the legal hold notice if a user is later identified as responsible for preserving data relevant to the existing legal hold.

      • Acknowledge the legal hold notice – As a custodian, acknowledge that you have received the legal hold notice, confirming your agreement to preserve all relevant data. This acknowledgment serves as formal documentation supporting the legal team in the context of legal proceedings.

      • Send a reminder to custodians for acknowledgment – Send a reminder to custodians for them to acknowledge their role in ensuring that the data related to the legal hold is preserved.

      • Close a legal hold matter – Close a legal hold matter once the legal hold is officially lifted.

      • Reopen a legal hold matter – Reopen a closed legal hold matter when a legal hold is either revoked or newly issued in relation to the same closed legal matter.

    • Reference – Reference topics provide additional information about the components used in Legal Hold Notification.

      • Components installed with Legal Hold Notification – Various components are installed with Legal Hold Notification.

      • Legal hold notification matter intake form – Use the Legal hold notification intake form to submit the legal hold notification matter.

  • Integration with ServiceNow applications – Extend Legal Service Delivery capabilities by integrating with other ServiceNow applications.

    • Contract Management Pro for Legal Service Delivery – The ServiceNow Contract Management Pro for Legal Service Delivery enables you to configure and automate the legal contract lifecycle by creating contract document templates, clauses, and clause variations. The legal contract lifecycle enables you to submit, review, finalize, and manage legal contract, amendment, and renewal requests. It also supports e-signatures, wet signatures, offline signatures, and external storage systems.

    • Explore – Learn more about Contract Management Pro for Legal Service Delivery through a sample workflow and review the benefits it can provide.

    • Configure – Install Contract Management Pro for Legal Service Delivery and Microsoft Word add-in for ServiceNow Contracts. Set up the requirements for managing legal contract requests.

      • Install Contract Management Pro for Legal Service Delivery – Install the Contract Management Pro for Legal Service Delivery (sn_lg_cnt) application. The application installs demo data and related ServiceNow Store applications and plugins if they aren’t already installed.

      • Install Microsoft Word add-in for ServiceNow Contracts – You can activate the Microsoft Word add-in for ServiceNow Contracts plugin (sn_cm_word_addin) if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application installs related ServiceNow Store applications and plugins if they are not already installed.

      • Configure the Microsoft Word add-in for ServiceNow Contracts – As an admin, configure the Microsoft Word add-in for ServiceNow Contracts.

      • Create a legal contract intake workflow – Create a legal contract intake workflow by creating a record producer and configuring base system settings so users can request the legal department’s guidance on legal contracts.

      • Enable transfer of a legal request – As a admin, configure business rule to enable transfer of general legal request to contract practice area.

      • Set up Contracts Core – As a contract configurator, create and manage a library of clauses, clause variations and contract templates that will be used to generate contract document when a legal request is submitted.

      • Configuring external applications for legal contracts – Set up external applications that provide services such as electronically signing contract documents and saving signed contracts or the documents related to legal requests in an external storage system.

      • Configure an external storage system for legal contracts – Configure an external storage system to store signed contract documents.

      • Configure an e-signature provider for legal contracts – Configure an electronic signature provider to enable users to sign contract documents electronically.

      • Add supporting document widget – Add the supporting document widget to a record producer to enable uploading of supporting documents.

      • Add external signatories widget – Add the external signatories widget to a record producer enabling you to add external signers.

    • Use – Use Contract Management Pro for Legal Service Delivery to submit legal requests for non-disclosure agreement (NDA) and third-party contracts.

      • Non-disclosure agreement requests – Employees can submit legal requests for creating non-disclosure agreement (NDA) contracts with third parties such as vendors, customers, and partners. The legal department can manage and process these requested changes from a centralized location.

      • Submit a legal request for a non-disclosure agreement – Submit a legal request for a non-disclosure agreement (NDA) with third parties such as vendors, customers, or partners.

      • Modify a non-disclosure agreement legal request – As a requester, modify the legal request for a non-disclosure agreement (NDA).

      • Track non-disclosure agreement requests – View the details of a non-disclosure agreement request after it has been submitted and track the activities in the request.

      • Work on NDA legal requests – As a member of the legal contracts support team, work on the legal request. Upload the revised document to the request and send the document to the requester from within the request.

        • Synchronize a non-disclosure agreement – Synchronize the contract document for non-disclosure agreements contract requests to create a new revision of the document with updated metadata and signatories while retaining the changes made in the previous version of the contact document.

        • Regenerate contract document after modifying request – As a legal user or legal fulfiller, regenerate the contract document for non-disclosure agreement contract requests when the legal request has been modified.

        • Updating and synchronizing signatories – As a legal user or fulfiller, update and sync signatory details when the contract submission has failed, or contract document cannot be sent due to incomplete signatory information.

        • Resolve failure to send contract document for signature – Update signatory details in an external contract document when there is a failure in sending the document for signature due to a mismatch between the signatory information in the contract request and the contract document.

        • Resolve the failure to submit a self-serve contract – As a legal user, resubmit a contract request that was not submitted due to incomplete signatory information by updating and syncing signatory information.

        • Resolve an error during send for signature – As a legal user or fulfiller, update and synchronize signatory details when send for signature fails due to a mismatch between signatory information in the contract request and contract document.

        • Reviewing and finalizing a self-served contract document – Review and finalize the contract document generated after the self-serve contract request is submitted, then send it for signature.

        • Review a contract document in Employee Center – As a contract user, review a contract document and submit a change request to the contract fulfiller if changes are required in the contract document.

        • Work on a contract change request – As a contract fulfiller, review the change request, update the contract document and send it back to the contract user.

        • Initiate an ad hoc approval for a contract document revision – Initiate an ad hoc approval for a contract document revision from a user or a user group.

        • Send a non-disclosure agreement document for signature – Send a finalized non-disclosure agreement contract document to the specified signatories for signature.

      • Third-party contract review requests – Employees can submit legal requests for review of third-party contracts by the legal team.

      • Create a legal request for a third-party contract review – Submit contracts or third-party terms and conditions to the legal team for review.

        • Resubmit third-party contract request – As a legal user, resubmit contract request in draft state.

      • Track third-party contract review request – View the details of a third-party contract review request after it has been submitted and track the activities in the request.

      • Modify a third-party review request – As a requester, modify a legal request to update the request details or replace the attached contract document with an updated version.

      • Work on a third-party contract review request – As a member of the legal contracts support team, review and revise a third-party contract document. You can email the revised document to stakeholders to verify the revisions and then send the ready document for signature from within the legal request.

        • Reclassify documents in third-party contract review – As a legal fulfiller, reclassify the documents submitted in a third-party contract review request. For example, you need to change the contract document type from Non-disclosure Agreement to Partnership Agreement.

        • Modify supporting documents in third-party contract review request – As a legal fulfiller, add, remove, or reclassify supporting documents submitted in a third-party contract review request.

        • Cancel the wet signature process from the Employee Center – Cancel a wet signature process for a Non-disclosure agreement legal requests from the Employee Center.

      • Contract amendments – The contract amendment workflow enhances contract lifecycle management by enabling you to initiate, track, and finalize amendments to existing contracts with an audit trail.

      • Submit amendment request – Submit an amendment request from the Employee Center.

      • Track amendment agreement requests – View the details of an amendment request after it has been submitted and track the activities in the request.

      • Work on amendment request – Review and work on an amendment request for an existing contract.

      • View amendment details – View the amendment details in the contract repository record.

      • Contract renewals – The contract renewal workflow enables you to initiate, manage, and track the renewal of an existing contract as a dedicated request type, and to maintain the link between a previous contract and its renewed contract.

      • Submit a renewal request – Submit a renewal request from the Employee Center to extend or replace an existing contract.

      • View and track a renewal request – View the details of a renewal request from the Employee Center ticket page, and view the renewal history and contract details in the executed contract record after signing is complete.

      • Manage the signature of a renewal request – Send an own-paper renewal request for signature, resend or cancel the signature request, and upload the signed contract from the Employee Center ticket page.

      • Work on a renewal request – Review and work on a renewal request for an existing contract, from assignment through review, approval, and signature to the executed renewed contract.

      • Linking parent-child contracts – Link a parent contract to a child contract to establish hierarchical relationships between contract requests and inherit fields from the parent contract request.

      • Internal review overview – Get your content reviewed by internal teams who have the expertise you need.

      • Request an internal review – Initiate a review task for review of the contract document by subject matter experts.

      • Work on internal review task – As a contract reviewer, review and provide feedback on contract documents

      • Share requested information for internal review – As a contract fulfiller, share information requested by the reviewer to proceed with the contract document review.

      • Cancel a review task – As a contract fulfiller, cancel a review task irrespective of its state.

      • Signature workflow for a request – Contract Management Pro for Legal Service Delivery supports electronic signature, wet (manual) signature, and offline signature for a contract request.

      • Upload a manually signed contract document – Upload the wet signed contract document you have received from the signatories. You need to upload a contract document for a wet signature workflow or if one of the signatories in the electronic workflow decides to do a wet signature.

      • Initiate offline signature – Initiate an offline signature when a contract is signed outside Contract Management Pro and record the signed document in Contract Management Pro.

      • Modify signatories – Pause an active signature workflow to add, modify, reorder, or remove signatories on a contract request that is in Awaiting signature state.

        • Resume signature process – Resume the paused signature process with the modified signatories.

      • Resend signature request – Resend signature request functionality enables contract fulfillers to manually trigger signature request when needed.

      • Cancel a wet signature – As a legal user, cancel the wet signature process for contract documents in NDA legal requests that have been sent to signatories.

      • Cancel a legal request – Cancel a legal contract request if it is no longer necessary.

      • View and download a signed contract document – View and download a signed contract document.

      • View and download a signed contract document – View and download a signed contract document as a legal fulfiller.

      • View and download a signed contract document as a legal user – View and download a signed contract document as a legal user.

      • Manage Contract Management Pro for Legal Service Delivery – As administrator work on managing the word document templates and legal contracts.

      • View a contract repository record – View the history of a legal contract to track changes, review the audit trail, and update fields. Easily see the date a contract was modified and who modified it.

      • Modify a contract record – After a contract record is created, you can change the end date, parent contract, and contract model.

      • Manage clauses and contract templates – As administrator manage clauses, clause variations, and contract templates.

    • Reference – Reference topics provide additional information about Contract Management Pro for Legal Service Delivery.

      • Components installed with Contract Management Pro for Legal Service Delivery – Several types of components are installed with activation of the Contract Management Pro for Legal Service Delivery application which includes the components for Contracts Core and Word Document Templates, including tables and user roles.

      • Third-party Contract Review form – The Third-party Contract Review form provides information for a legal request to the legal department to use when reviewing a third-party contract.

    • Predictive intelligence for Legal Service Delivery – The Predictive Intelligence for Legal Service Delivery uses machine-learning algorithms for the predicting Subcategory and Assignment group for legal requests.

    • Explore – With Predictive Intelligence, you can train a model to predict a target value based on one or more input values. The Predictive Intelligence for Legal Service Delivery includes machine learning algorithms that predict the subcategory and assignment group for General Legal Requests and Ethics Complaints. You can create your own machine learning solution to meet your needs.

      • Predictive intelligence solution definitions and business rules – Solution definitions and business rules are defined to train, test, and monitor the predictive intelligence solution.

    • Configure – Install and configure the Predictive Intelligence for Legal Service Delivery.

      • Activate Predictive Intelligence for Legal Service Delivery – You can activate the Predictive Intelligence for Legal Service Delivery plugin (sn_lg_pi) for Legal Service Delivery if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:

      • Train classifier for legal subcategory – Train the classification solution definitions to identify and predict an subcategory using short description and description for General Legal Request.

      • Train classifier for legal assignment group – Train the legal request classification solution definition to identify and predict an assignment group using the short description, description and subcategory for General Legal Request.

      • Train classifier for ethics subcategory – Train the legal request classification solution definition to identify and predict an subcategory using the description for an Ethics Complaint.

      • Train classifier for ethics complaint – Train the legal request classification solution definition to identify and predict an group assignment using the description and subcategory for an Ethics Complaint.

      • Configure fields to be displayed in Activity stream – Configure fields to be displayed in the Activity stream.

    • Use – Use the Predictive Intelligence solution to predict and auto populate or view the suggestions for sub-category and assignment group.

      • Use Predictive Intelligence for Legal Service Delivery – Use the Predictive Intelligence solution to predict and auto populate or view the suggestions for sub-category and assignment group.

    • Reference – Reference topics provide additional information about components installed, the lists and forms that you use in Predictive Intelligence for Legal Service Delivery reference.

      • Components installed with Predictive Intelligence – Several types of components are installed with activation of the Predictive Intelligence for Legal Service Delivery application, including user roles.

    • Advanced work assignment for Legal Service Delivery – Use Advanced Work Assignment for Legal Service Delivery feature to automatically assign legal requests to agents from the legal department (a paralegal staff or lawyer) based on availability, capacity, and optionally skills.

    • Explore – Use the ServiceNow Advanced Work Assignment for Legal Service Delivery feature to automatically assign legal to agents based on availability, capacity, and optionally skills.

    • Configure – Configure the Advanced Work Assignment for Legal Service Delivery.

      • Activate Advanced Work Assignment for Legal Service Delivery – You can activate the Advanced Work Assignment for Legal Service Delivery plugin (sn_lg_awa) for Legal Service Delivery if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:

      • Set up Advanced Work Assignment for Legal Service Delivery – Configure various components, such as service channels, work item queues, and assignment rules that determine how a legal request should be routed to an agent.

    • Use – Use the ServiceNow Advanced Work Assignment for Legal Service Delivery feature to automatically assign legal to agents based on availability, capacity, and skills.

      • Accept incoming legal request – As a legal fulfiller, accept or reject to an incoming legal request assignment from the Legal Counsel Center Inbox.

    • Reference – Reference topics provide additional information about components installed, the lists and forms that you use in Advanced Work Assignment for Legal Service Delivery.

      • Components installed with Advanced Work Assignment – Several types of components are installed with activation of the Advanced Work Assignment for Legal Service Delivery plugin application, including user roles.

    • Legal services on the Employee Center portal – Employees can submit and track requests to get legal support or get information on legal services through the Employee Center portal.

    • Universal Request for Legal Service Delivery – Integrating Universal Request and Legal Service Delivery enables you to create a unified user experience for your employees to request services from the Legal department. Legal services can be provided to employees seamlessly without them having to deal with the difficulties of interdepartmental collaboration for resolution.

    • Configure – Review the base system configurations for integration of legal requests with universal requests and configure as per your business needs.

    • Create a legal request from a universal request – Create a legal request from a universal request to get the Legal department’s assistance in resolving the request.

    • Transfer a legal ticket to another department – Transfer a legal ticket (legal request or legal matter) associated with a universal request to another department or back to the universal request for processing and resolution.

  • Integration with Third-party applications – Extend Legal Service Delivery capabilities by integrating with third-party applications.

    • Microsoft Outlook Add-In for Legal Service Delivery – The ServiceNow Microsoft Outlook Add-In for Legal Service Delivery enables you to submit legal requests and matters from within Microsoft Outlook. You can receive requests or information over email. Use the add-in to submit legal requests or matters without having to log in to the instance. For adding attachments, just drag and drop emails, email attachments or attach files from your system.

    • Explore Microsoft Outlook Add-In for Legal Service Delivery – Learn more about Microsoft Outlook Add-In for Legal Service Delivery through a sample workflow and review the benefits it can provide.

    • Configure Microsoft Outlook Add-In for Legal Service Delivery – Install and add the Microsoft Outlook Add-In for Legal Service Delivery to your Microsoft Outlook and enable intake forms for submitting legal requests or matters.

      • Activate Microsoft Outlook Add-In for Legal Service Delivery – You can activate the Microsoft Outlook Add-In for Legal Service Delivery plugin (sn_lg_outlook) for Legal Service Delivery if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:

      • Download Microsoft Outlook Add-In – As an admin, download Microsoft Outlook Add-In for Legal Service Delivery manifest file.

      • Deploy Microsoft Outlook Add-In for Legal Service Delivery – Deploy Microsoft Outlook Add-In for Legal Service Delivery for it to be available in Microsoft Outlook to submit legal requests.

      • Enable intake forms for Microsoft Outlook Add-In – Enable intake forms to be available as categories while submitting legal requests or matters from Microsoft Outlook using Microsoft Outlook Add-In for Legal Service Delivery.

      • Auto populate information from – Map the sender’s email address, email content, and subject field from an email to legal request fields to automatically fill in information from the email to the submitted legal request.

    • Use Microsoft Outlook Add-In for Legal Service Delivery – Use the Microsoft Outlook Add-In for Legal Service Delivery to submit legal requests with attachments. You can submit requests, manage attachments, and view legal requests pr matters without leaving your Microsoft Outlook client.

      • Sign in to Microsoft Outlook Add-In for Legal Service Delivery – As a legal request fulfiller, sign in to Microsoft Outlook Add-In for Legal Service Delivery.

      • Submit legal request or matter – As a legal request or matter fulfiller, submit a legal request or matter from within the Microsoft Outlook.

      • View legal request from the Outlook add-in – As a legal request fulfiller, view legal requests and matters in the Microsoft Outlook Add-In for Legal Service Delivery.

      • Manage attachments from Microsoft Outlook Add-In for Legal Service Delivery – As a legal request fulfiller, add or delete documents in the legal request and matters from Microsoft Outlook Add-In for Legal Service Delivery.

    • Microsoft outlook add-in for Legal Service Delivery – Reference topics provide additional information about components installed, the lists and forms that you use in ServiceNow for Legal add-in for Outlook.

      • Components installed with Microsoft Outlook Add-In for Legal Service Delivery – Several types of components are installed with activation of the Microsoft Outlook Add-In for Legal Service Delivery application, including user roles.

  • Search in Legal Service Delivery – Legal Service Delivery supports multiple search engines that helps you quickly find the most optimal information in the Legal Counsel Center and Employee Center.

  • Legal Virtual Agent Conversations – The ServiceNow Legal Virtual Agent Conversations application provides predefined conversation topics to enable automated chats with employees seeking legal services. You can build new topics or customize predefined topics to handle common legal requests from employees or guide them through self-service tasks.

    • Install Legal Virtual Agent Conversations – You can install the Legal Virtual Agent Conversations application (sn_lg_va) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.

    • Configure Virtual Agent conversation topics for legal services – Create or modify Virtual Agent conversation topics for legal services.

    • Live agent support for legal services – Employees can contact a live agent from the Legal department (a paralegal staff or lawyer) via the Virtual Agent chat window to seek legal help.

    • Configure live agent support settings for legal services – Configure settings to enable live agent support for legal services.

    • Start a chat session through Legal Counsel Center Inbox – Accept an incoming chat request through Legal Counsel Center Inbox to start a chat session with the requester.

  • Legal Mobile – The ServiceNow Legal Mobile application enables your employees to submit and track legal requests and lawyers to work on these requests on their mobile devices.

    • Install Legal Mobile – You can install the Legal Mobile application (sn_lg_mobile) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed. This app makes Legal Service Delivery applications available on Now Mobile and Mobile Agent mobile apps.

    • Download and log in to mobile apps to access legal services – Download the Now Mobile app to submit and track legal requests and the Mobile Agent mobile app to work on the submitted legal requests.

    • Submit a legal request through Now Mobile – Submit a request to seek legal services from your organization’s legal department.

    • Assign a legal request through Mobile Agent – As a legal group manager or a practice area lead, assign a legal request to a legal department’s member to work on.

    • Work on a legal request through Mobile Agent – As a member of the legal department, work on legal requests submitted by employees to resolve their issues or to answer their queries.

    • Manage a checklist for a legal request through Mobile Agent – Create and manage a checklist in an assigned legal request to ensure that you complete all the items necessary to fulfill the request.

    • Promote a legal request to a legal matter through Mobile Agent – Promote a legal request to a legal matter when the request needs additional investigation and evaluation and substantial time to work on.

      • Add collaborators to a legal matter through Mobile Agent – Add other users as collaborators so that they can view the details and progress of a legal matter.

      • Add a phase in a legal matter through Mobile Agent – Add a phase to a legal matter to follow a structured approach to perform specific tasks to complete the matter.

      • Add a task in a legal matter through Mobile Agent – Add a task in a legal matter or a phase of the matter that you or another user should perform to resolve the matter.

      • Complete a legal matter task through Mobile Agent – When you finish working on an assigned matter task, you can mark the task as complete.

      • Approve or reject a legal matter task through Mobile Agent – As a legal matter owner, you can review and approve or reject matter tasks that are marked as complete by the task owners.

      • Add an artifact to a legal matter through Mobile Agent – Add an artifact to a legal matter to upload and store documents, emails, and files related to the matter.

      • Attach files to a legal matter through Mobile Agent – Upload supporting documentation, such as documents, copies of email messages, images, or any other files into the artifact while you are working on a legal matter or matter task. You can also use these artifacts as a reference material to solve similar requests in future.

      • Close a legal matter through Mobile Agent – Close a legal matter assigned to you when you complete all activities for resolving it, or if you find that it doesn’t need any further action.

    • Close a legal request through Mobile Agent – Close a legal request assigned to you when you’ve resolved it.

  • Legal Counsel Center – The Legal Counsel Center is the next experience Workspace that enables the legal department members to work with actionable widgets to quickly categorize, prioritize, and efficiently resolve legal issues.

    • Exploring Legal Counsel Center – Legal Counsel Center enables legal department members to categorize, prioritize, and efficiently address legal issues.

    • Legal Counsel Center Classic – Legal Counsel Center Classic enables legal department members to categorize, prioritize, and efficiently address legal issues.

    • Configure Legal Counsel Center Workspace – Configure the Legal Counsel Center Workspace to customize the dashboard and interface according to the needs of the fulfillers so that they can categorize, prioritize, and efficiently address legal issues.

    • Install Legal Counsel Center Workspace – You can install the Legal Counsel Center application (sn_lg_cf_workspace) if you have the admin role. The application installs ServiceNow Store applications and plugins if they are not already installed.

    • Enable or disable notifications – Enable or disable Legal Counsel Center notifications to subscribe to items that interest you and unsubscribe from information that does not interest you and is not mandatory.

    • Configure AI Search for Legal Counsel Center – Configure your AI Search implementation for Legal Counsel Center Workspace.

    • Legal Counsel Center reference – Reference topics provide additional information about components installed and the notifications available in Legal Counsel Center.

    • Roles installed with Legal Counsel Center – User roles are installed with activation of the Legal Counsel Center Workspace plugin.

    • Legal Counsel Center notifications – Legal Counsel Center notifications enable users to subscribe to items that interest them and unsubscribe from messages that do not interest them and are not mandatory.

  • External Legal Service Center – The ServiceNow External Legal Service Center application enables external users like customers, partners, and the public to directly contact your organization for legal information. They can ask for clarifications, submit concerns, and get the legal information they need. This access fosters trust and shows organization’s commitment to accountability and legal compliance.

    • Exploring External Legal Service Center – Learn more about External Legal Service Center with a sample workflow and review the benefits it can provide for different users in your organization.

    • Configuring up External Legal Service Center – Install External Legal Service Center, set up the requirements for enabling external users to submit request for legal services.

    • Install External Legal Service Center – You can activate the External Legal Service Center plugin (sn_lg_ext_portal) if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application installs related ServiceNow Store applications and plugins if they are not already installed.

    • Enable record producer for external user – External users can submit requests through the External Legal Service Center catalog after you configure the record producer availability, access roles, and catalog topics.

    • Enable save as draft option for record producer – Enable the Save as Draft option for a record producer.

    • Configure the password reset process for External Legal Service Center – The Password Reset application enables an end user to reset or change a password using a self-service process.

    • Using External Legal Service Center – The ServiceNow External Legal Service Center application enables external users to register themselves, submit, view, and track their requests for legal services.

    • Register with External Legal Service Center – To submit a request for legal services, register yourself with the External Legal Service Center.

    • Create request from External Legal Service Center – Create a request for a legal service from the External Legal Service Center. You can submit a request or save it in draft to submit later.

    • Edit requests in External Legal Service Center – Edit requests that are saved as draft in External Legal Service Center.

    • View and track requests submitted in External Legal Service Center – View and track requests submitted for a legal service from the External Legal Service Center.

    • External Legal Service Center reference – Several types of components are installed with installation of the External Legal Service Center, including user roles.

    • Components installed with External Legal Service Center – Several types of components are installed with installation of the External Legal Service Center, including user roles.

    • Property installed with External Legal Service Center – Property that you can use to enable the Save as Draft option for a record producer in External Legal Service Center.

  • Exploring Legal Service Portal – The Legal Service Portal is a self-service portal for employees to submit legal requests, monitor their progress, read legal knowledge base articles, and get help using virtual agent chat support.

  • Security in Legal Service Delivery – Legal Service Delivery provides security through various ServiceNow AI Platform security features such as Restricted Caller Access, Encryption Support, and Edge Encryption.

    • Scoped knowledge bases – To protect knowledge bases containing sensitive articles, use a scoped knowledge base. Even system administrators and knowledge administrators can’t administer scoped knowledge bases unless explicitly authorized through user criteria.

  • Analytics and Reporting Solutions for Legal Service Delivery – Analytics and Reporting Solutions contain prepackaged Performance Analytics content for use with other ServiceNow AI Platform products. This Analytics and Reporting Solution enables data-driven decision making through insights and trends derived from legal services and operations data.

    • Activate the Analytics and Reporting Solution for Legal Service Delivery – Activate the content pack ServiceNow Store application for the Analytics and Reporting Solution.

    • Legal Executive dashboard – With the Legal Executive dashboard, you can get an insight into how your team and business are performing for resolving Legal service requests.

    • Legal Operations dashboard – The Legal Operations dashboard provides comprehensive reports to the legal department. The dashboard uses Performance Analytics to provide reports and metrics on legal requests and legal matters.

  • Workflows in Legal Service Delivery – The Legal Request Management application installs automated workflows for electronic signature and external storage. These workflows enable support for multiple integrations and accounts at the same time.

  • Domain separation and Legal Service Delivery – Domain separation is supported for applications in Legal Service Delivery. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

  • Legal Service Delivery reference – Reference topics provide additional information about Legal Service Delivery.

    • Legal Service Delivery glossary – Learn about the terms and concepts used in Legal Service Delivery.

    • A – Learn about the terms and concepts used in Legal Service Delivery.

      • automated workflows – Learn about the terms and concepts used in Legal Service Delivery.

    • C – Learn about the terms and concepts used in Legal Service Delivery.

      • centralized database – Learn about the terms and concepts used in Legal Service Delivery.

    • D – Learn about the terms and concepts used in Legal Service Delivery.

      • digital transformation – Learn about the terms and concepts used in Legal Service Delivery.

      • digital forensics – Learn about the terms and concepts used in Legal Service Delivery.

    • G – Learn about the terms and concepts used in Legal Service Delivery.

      • generative AI – Learn about the terms and concepts used in Legal Service Delivery.

    • I – Learn about the terms and concepts used in Legal Service Delivery.

      • intellectual property – Learn about the terms and concepts used in Legal Service Delivery.

      • Integration – Learn about the terms and concepts used in Legal Service Delivery.

    • L – Learn about the terms and concepts used in Legal Service Delivery.

      • legal service delivery (LSD) – Learn about the terms and concepts used in Legal Service Delivery.

      • legal request management – Learn about the terms and concepts used in Legal Service Delivery.

      • legal matter management – Learn about the terms and concepts used in Legal Service Delivery.

      • legal counsel center – Learn about the terms and concepts used in Legal Service Delivery.

      • legal practice apps – Learn about the terms and concepts used in Legal Service Delivery.

      • legal knowledge management – Learn about the terms and concepts used in Legal Service Delivery.

      • legal contracts – Learn about the terms and concepts used in Legal Service Delivery.

      • legal investigations – Learn about the terms and concepts used in Legal Service Delivery.

      • legal operations – Learn about the terms and concepts used in Legal Service Delivery.

      • legal digital forensics – Learn about the terms and concepts used in Legal Service Delivery.

      • legal mobile – Learn about the terms and concepts used in Legal Service Delivery.

      • legal requests – Learn about the terms and concepts used in Legal Service Delivery.

      • litigation – Learn about the terms and concepts used in Legal Service Delivery.

      • legal compliance – Learn about the terms and concepts used in Legal Service Delivery.

    • N – Learn about the terms and concepts used in Legal Service Delivery.

      • now mobile – Learn about the terms and concepts used in Legal Service Delivery.

    • O – Learn about the terms and concepts used in Legal Service Delivery.

      • omnichannel experience – Learn about the terms and concepts used in Legal Service Delivery.

    • R – Learn about the terms and concepts used in Legal Service Delivery.

      • reporting and dashboards – Learn about the terms and concepts used in Legal Service Delivery.

    • S – Learn about the terms and concepts used in Legal Service Delivery.

      • self-service portal – Learn about the terms and concepts used in Legal Service Delivery.

      • {ServiceNow AI Platform}[raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/employee-service-management/legal-service-delivery/legal-service-delivery-glossary.md] – Learn about the terms and concepts used in Legal Service Delivery.

    • V – Learn about the terms and concepts used in Legal Service Delivery.

      • virtual agent – Learn about the terms and concepts used in Legal Service Delivery.

    • W – Learn about the terms and concepts used in Legal Service Delivery.

      • workflow – Learn about the terms and concepts used in Legal Service Delivery.

  • Contract Management Pro – The ServiceNow Contract Management Pro solution enables you to set up contract document templates, clauses, and clause variations, and to initiate contract, amendment and renewal requests. Contract requests can be submitted in two ways: linked to a business unit entity such as a purchase requisition or sourcing event, or as standalone requests without a parent record.

  • Explore – Learn more about the Contract Management Pro application through a sample workflow and review the benefits that it can provide.

    • Contract requests – Contract Management Pro supports initiation of Own paper and Third-Party paper based new contract, amendment and renewal requests.

    • Clause Management – Clause management enables you to effectively manage a library of clauses, clause variations, and word document templates.

    • Microsoft Word add-in – Microsoft Word add-in for ServiceNow Contracts enables you to add content controls in a Microsoft Word document in both Windows and macOS systems. Content controls act as placeholders for content in a document template

    • Word Document Templates – Microsoft Word based contract template, enables you to create templates that are used to generate contracts or documents according to a submitted request.

    • AI capabilities in Contract Management Pro – Use AI capabilities to identify non-standard and missing clauses in contracts, extract metadata and obligations from signed contracts, and search contract metadata and documents using natural language.

    • AI skills – AI skills automate contract metadata extraction, analyze contracts for clause compliance, extract obligations, and enable conversational search across contract repositories.

    • Agentic workflows – Use agentic workflows in Contract Management Pro to extract metadata and obligations from signed contracts, and set reminders for contract renewals or termination.

    • Contract Management Pro MCP Server – Contract fulfillers and reviewers can review and redline contract documents in an external AI tool that retrieves approved playbook containing clause level organizational positions from Contract Management Pro through the MCP Server. The AI tool proposes redlines that follow the playbook guidance.

    • Better Together integrations – Contract Management Pro integrates with other ServiceNow products to connect contract workflows with business operations across your organization.

    • Optimizing Sales CRM through CM Pro – Sales Customer Relationship Management integration with Contract Management Pro enables seamless integration between sales professionals and legal teams by enabling sales agents to create legal sales contracts from a quote.

    • Optimizing SPO through CM Pro – This solution enables seamless collaboration between sourcing professionals and legal teams by embedding contract request workflows into the Sourcing and Procurement Operations workflow.

  • Configure – Install and configure foundational data for Contract Management Pro to effectively manage contract lifecycle for your organization.

    • Install CM Pro – Install the Contract Management Pro application. The application installs related ServiceNow Store applications and plugins if they aren’t already installed.

    • Configure Microsoft Word Add-in – As an admin, configure the Microsoft Word add-in for ServiceNow Contracts.

    • Create custom record producers for contract requests – Copy a base system record producer to create a custom intake form for contract requests, including new contracts, amendments, and renewals.

    • Configure external applications – Set up external applications that provide services such as electronically signing contract documents and saving signed contracts or the documents related to requests in an external storage system.

    • Configure an external storage system – As a contract configurator, configure an external storage system to store signed contract documents.

    • Configure an e-signature provider – Configure an electronic signature provider to enable users to sign contract documents electronically.

    • Create a contract type – As a contract configurator, create a contract type for defining different types of contract requests and associate it to a contract model.

    • Configure parent-child contract linking – Select the child contract type and configure the parent-child field mapping to inherit the mapped fields from the parent contract when linking.

    • Create document template categories – As a contract configurator, create document template categories to easily identify similar documents and find the correct document template more easily. For example, a document template category of NDA-Japan could group non-disclosure agreements for Japan.

    • Configure contract templates – Create contract templates to easily generate Microsoft Word contract documents based on request types in Contract Management Pro.

    • Create templates in Microsoft Word – Create contract templates by using Microsoft Word add-in for ServiceNow Contracts to add content controls.

      • Create a contract template – Create a contract template using the Microsoft Word add-in for ServiceNow Contracts to which you can then add content controls.

      • Add content controls – Add content controls using the Microsoft Word add-in for ServiceNow Contracts. Content controls act as placeholders in contract templates.

      • Configure metadata for fields and variables – As a contract configurator, add and configure metadata for fields, variable, and variable sets to pre-fill the information in the contract document.

      • Configure signatories – For signatories to add their signatures in the contract document, you can either create signature blocks or configure participants in a contract template with placeholders.

        • Configure signature participants – As a contract configurator, configure participants and add placeholders for their signatures using the Microsoft Word add-in for ServiceNow Contracts.

        • Add signature blocks – Add and configure signature blocks in contract templates to define signatories, placeholders for signatures, and other metadata in the contract document. Signature blocks are automatically added in the contract document based on the number of signatories specified in the contract request.

      • Map clauses and clause variations – As a contract configurator, add clause and clause variations to a contract using the Microsoft Word add-in for ServiceNow Contracts.

      • Configure dynamic tables – Use the ServiceNow Contracts add-in to map a contract table to a source table in your ServiceNow instance to determine the data that will be added in a contract document. When a contract document is generated from the template, the rows and columns are dynamically added in the mapped table of the contract document.

        • Add conditions for a table mapping – As a contract configurator, use condition builders to define criteria for a table mapping in a contract template so only the essential data from the mapped table is displayed in the contract document.

        • Append or add fields in a dynamic table – Configure dynamic tables in a contract template to display additional data from related table fields by appending it to existing columns or adding it as new columns.

      • Upload and parse contract template – As a contract configurator, after adding the content controls to the Microsoft Word document to be used for the contract template using the Microsoft Word Add-in for ServiceNow Contracts, upload the document to the ServiceNow instance.

      • Complete clause mapping – As a contract configurator, complete clause mapping to build a clause library of clause variations containing the content marked in the Microsoft Word document using the Microsoft Word Add-in for ServiceNow Contracts.

    • Create contract template by manually adding content controls – Create contract templates by adding content controls manually.

      • Add content controls manually – As a contract configurator, prepare a Microsoft Word document that you want to import as a contract template by marking the content with content controls so it can be efficiently parsed and reused.

      • Create a contract template – Create a contract template that can be used to generate a standard contract with predefined content when an employee submits a contract request.

      • Create and configure participants – Add and configure participants that act as placeholder for users who will be assigned as signers of a contract document.

      • Participant form for contract templates – Use the Participant form to add participants in a contract template.

      • Classify and map imported clauses – Classify and map imported clauses to use the content from the clauses in a contract template.

      • Update contract template mappings – Update template mappings to pre-fill information that’s placed in the contract document.

    • Publish a contract template – Publish a contract template to make it available for generating a standard contract document with predefined content when a contract user submits a request.

    • Configure dynamic clauses for contract templates – Enable dynamic customized content in contract templates through clauses that contain clause variations for preset conditions.

      • Create or edit a contract clause – As a contract configurator, create or modify clauses that manage clause variations that are mapped to contract templates.

      • Create a clause variation – As a contract configurator, create a clause variation to use in a contract template for predefined condition.

      • Add metadata to a clause using add-in – As a contract configurator, add metadata to pre-fill information that will be placed in the contract document.

    • Define an internal signatory rule – Define an internal signatory rule to map signatories to a template using signatory mappings.

    • Configure contract template rules – Configure a rule to identify the contract document template used for generating the contract document for a request.

    • Create a contract configuration – Define the contract repository where the contracts will be stored and map the data to be added to the contract, amendment, or renewal document.

    • Configure additional features in CM Pro – Set up these configurations to unlock additional capabilities in Contract Management Pro, such as enabling email notifications, displaying related lists in contract requests, generating audit certificates, activating contract workspace, and more.

    • Configure Contract Workspace – Configure and customize Contract Workspace by using the UI Builder web user interface builder.

      • Activate Contract Workspace – You can activate the Contract Workspace plugin (sn_cm_workspace) for Contract Management Pro if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:

      • Configure AI search for Contract Workspace – Get improved search results in Contract Workspace by configuring the ServiceNow AI Search application to work with it.

    • Configure signature pause duration – Configure the duration for which a signature workflow is paused when signatories are modified for an ongoing signature workflow.

    • Auto-populate start date and end date – Configure an extension point implementation to automatically add the start date and end date while creating a contract request.

    • Enable signatory roles – Activate a system property to display the Role field when configuring internal signatory rules and when adding signatories to a contract request.

    • Generate certificate of completion – As a contract configurator, activate a system property to generate a certificate of completion for electronically signed contracts.

    • Display email details in activity stream – As a contract configurator, specify the user roles to enable users to view email details in the activity stream of contract requests.

    • Enable keyword search for contract templates – Enable keyword search in contract templates.

    • Configure contract summarization – Configure the smart documents skill in Document Management to generate a contract summary in Contract Management Pro.

    • Configure reminders for expiring contracts – Configure contract repository rules to determine the expiration conditions under which reminder notifications for expiring contracts are sent.

    • Copy fields from parent request to amendment request – Configure the ContractManagementExt extension point to automatically copy fields to contract request from the linked parent request and parent contract.

    • Manage notifications in Contract Management Pro – Configure the notifications in Contract Management Pro.

      • Configure Obligation Management notifications – Activate Obligation Management notifications to notify users when an obligation task is created, assigned, submitted, approved, or rejected.

      • Configure email notifications for approval workflow – Activate the notifications for Contract Management Pro to notify users when approval for contract revision is initiated, approved, rejected, or cancelled.

      • Configure extension point for notifications – Add or modify an Action and its functionality on the Standard ticket page for a contract request.

    • Configure CM Pro for your workspace – As contract administrator, configure your workspace to use the Contract Management Pro functionality.

    • Configure non-task tables for contract templates – Add non-task tables in the script of an extension point implementation so you can select them while creating contract templates. A non-task table does not extend task tables, and stores records, reference data, or configuration information used across the platform.

    • Add a button to initiate contract – Define an action button in your workspace and map it to the built-in action that initiates contract requests.

    • Add Contract requests tab – As an administrator, add the ability to access contract request details to your form by adding the Contract requests tab.

    • Add Contract document tab – Enable display of contract documents in a contract repository record by adding the Contract documents tab to it.

    • Add amendment tabs to contract – To view the details of the contract amendment, add the amendment related tabs to the contract repository record.

    • Copy fields from parent request to contract request – Configure the ContractManagementExt extension point to automatically copy required fields from the parent record to the contract request when it is initiated.

    • Group contract documents in a contract request – As an administrator, group the contract documents by contract type in a contract request.

    • Enable obligation management tab – As an administrator, add the Obligations tab in contract repository records to manage contract obligations.

    • Configure form header in contract requests – As an administrator, configure the header of the contract request form for your workspace.

    • Enable configuring of template mappings – Enable a contract user to configure information placed in the contract document by assigning a contract configurator role.

    • Add contract request fields in condition builder – As an administrator, provide access to contract request fields so they can be selected in condition builders.

    • Configure the Playbook tab – Configure the visibility of the Playbook tab on contract repository records so contract managers can review and act on AI‑extracted metadata and obligations.

      • Add a script include method – Add a script include method that controls the Playbook tab visibility on the contract repository record by verifying plugin availability and applying conditional logic.

      • Add a data broker script – Configure a data broker server script that connects the UI Builder component to the script include method controlling the Playbook tab visibility.

      • Add the data broker to your workspace page – Add the data resources to your page in the UI Builder to dynamically expose data from tables, records, or other elements on your page.

      • Configure the tab component – Use the Tabs component in UI Builder to configure the Playbook tab on the contract repository record page for your workspace.

      • Configure obligation review – Create a page in UI Builder that uses a viewport component to dynamically load obligation review content in the playbook.

    • Configure AI capabilities – As an AI administrator, configure ServiceNow Otto for Contract Management Pro so that contract fulfillers can use the AI capabilities while working on contract documents or search the contracts for information from the ServiceNow Otto panel.

    • Configure data permissions for AI skills – Add the user roles for the skill to specify the roles that AI uses to access data while performing a task. The user roles control the information that AI can read, update, or share, based on the permissions of the selected roles.

    • Select LLMs – Select a large language model (LLM) provider for a contract analysis or metadata extraction use case.

    • Configure metadata extraction – Configure system properties and use cases for metadata extraction so that a contract manager can use AI to extract metadata from a contract and add the extracted information to the contract repository.

      • Create use cases – Create a use case for contract metadata extraction to define the information that you want AI to detect in a document.

      • Contract metadata extraction use cases – In contract metadata extraction, use cases specify the information that you want AI to detect in a document.

      • Map a use case – Map a use case to specific tables, and define conditions to apply the use case for metadata extraction.

      • Create use case mapping form – Use the Create use case mapping form in the contract metadata extraction skill to map the use case to specific tables and conditions.

      • Configure system properties – Configure system properties to specify whether the contract metadata extraction should be automatically initiated or manually.

      • Enable notifications – Enable the notification for contract metadata extraction to receive email notifications when metadata extraction is completed.

      • Configure the workspace URL – Configure an extension point to update the workspace URL in email notifications, so that users can navigate to the correct workspace and view the extracted metadata.

      • Configure extension point – Update the script in an extension point to specify fields in a related contract repository table where you want to add the extracted information for unmapped fields of a metadata extraction use case.

    • Configure contract analysis – Configure use cases with associated field groups and fields, and map them to clauses and expected responses. AI uses the applicable use case to analyze a contract document and identify non-standard and missing clauses.

      • Create use cases – Create a use case for contract analysis that is used by AI to identify non-standard and missing clauses in a contract document.

      • Map a field group to a clause – Map field groups of a use case to clauses of a clause library. AI uses the mapped clause content to display suggestions for a missing or non-standard clause.

      • Map a field to an expected response – Map a field of a use case to an expected response. AI uses the field mapping to identify a non-standard clause in a contract document.

      • Map a use case – Map a use case to specific tables, and define conditions to apply the use case for contract analysis.

    • Configure obligation extraction – Configure and map use cases for the contract obligation extraction skill in the AI Admin Hub console to automatically extract key contractual obligations from signed contracts.

      • Create use cases – Create obligation extraction use cases to specify the types of key contractual obligation that you want AI to detect and extract from contract documents.

      • Map a use case – Map a use case to specific tables, and define conditions to apply the use case for obligation extraction.

      • Create use case mapping form – Use the Create use case mapping form in the contract obligation extraction skill to map the use case to specific tables and conditions.

    • Configure agentic workflows – Configure agentic workflows in ServiceNow Otto for Contract Management Pro so that contract fulfillers can use the AI agents to perform specific tasks autonomously.

      • Activate business rules – Activate the Agentic AI - Set reminders for contract and the Agentic AI Set reminders for Econtract business rules to autonomously run the Manage contract repository agentic workflow.

      • Configure security controls for agentic workflows – Configure the security controls to specify the users who can discover or use the agentic workflow, and provide data permissions for the agentic workflow.

      • Configure security controls for AI agents – Configure the security controls to specify the users who can discover or use the agentic workflow, and provide data permissions for AI agents.

      • Set default notice period – Configure system properties to set the default notice period for the Manage contract repository agentic workflow.

      • Update script include – Update the ContractsAIAgentsHelper script include to add the sys_id of a customized Manage contract repository agentic workflow to run the agentic workflow autonomously.

      • Enable notifications – Enable the email notifications for metadata extraction and obligation extraction to notify users when metadata extraction and obligation extraction are complete.

      • Configure conversational search – Configure Conversational contract search and insights skill to enable searching information in contracts using natural language and dialogue-driven queries, making it easier to find relevant information.

      • Copy contracts documents to repository – Copy signed contract documents into the contract repository for conversational search.

      • Index tables for conversational search – Index the data for conversational search.

      • Configure conversational search tables – Use Knowledge graph tags to identify which tables should be used for answering natural language questions in conversational search.

    • Post upgrade steps – If you are upgrading to ServiceNow Otto for Contract Management Pro from Yokohama (Patch 2 and lower) or Xanadu (Patch 8 and lower), and you have customized use cases, run a fix script to migrate the existing data to the AI Admin Hub console.

    • Configure Contract Management Pro MCP Server – Install the Contract Management Pro MCP Server application to add the contract analysis playbook tool and the Contract Analysis Playbooks menu to Contract Management Pro. The application is active by default and automatically installs its dependencies.

    • Set up the MCP Server – Activate the Contract Management Pro MCP Server to enable contract analysis playbook driven document analysis and redlining.

    • Contract Management Pro MCP Server tools reference – Reference for the tools available in the Contract Management Pro MCP Server.

    • Create a playbook – Create a contract analysis playbook that provides the negotiation guidance an external AI tool uses to propose redlines for a contract type. Add the playbook content by uploading a file or by entering it manually.

  • Use – Use Contract Management Pro to initiate and manage contract requests for self served and non-self served contracts.

    • Contract Workspace – As a contract fulfiller, you can work with the actionable widgets on Contract Workspace to categorize, prioritize, and efficiently work on contract requests.

    • Standalone contract requests – Submit and track contract, amendment, and renewal requests using a record producer form without linking to a parent record.

    • Submit a standalone own paper contract request – Submit a new own paper contract request using a record producer form from Employee Center or a contract listing page without linking to a parent record.

      • Modify own paper contract request – As a requester, modify the own paper contract request.

      • Review a contract document – As a contract user, review a contract document and submit a change request to the contract fulfiller if changes are required in the contract document.

      • Manage signature in own-paper requests – Send a finalized contract document to the specified signatories for signature, and manage the signature request by resending, uploading a signed contract, or canceling the request.

    • Submit a standalone third-party paper contract request – Submit a new third-party paper contract request using a record producer form from Employee Center or a contract listing page without linking to a parent record.

    • Submit a standalone amendment request – Submit an amendment request from Employee Center or a contract listing page to modify an existing active contract.

    • Submit a renewal request – Submit a renewal request from Employee Center to renew an existing contract.

    • Track standalone contract requests – View the details of a contract request after it has been submitted and track the activities in the request.

    • Parent-linked contract requests – Initiate contract, amendment, and renewal requests from a parent record such as a purchase requisition or sourcing event using the Initiate Plug and Play modal.

    • Initiate own paper request from parent record – Initiate an own paper contract request linked to a parent record such as a purchase requisition or sourcing event. Own paper contracts use predefined templates to generate contract documents.

    • Initiate third-party request from parent record – Initiate a third-party paper contract request linked to a parent record such as a purchase requisition or sourcing event. Third-party paper contracts are external contracts uploaded for review and signature.

    • Initiate amendment request from parent record – Initiate an amendment request linked to a parent record such as a purchase requisition or sourcing event. Amendment requests modify existing active contracts.

    • Initiate renewal request from parent record – Initiate a renewal request linked to a parent record such as a purchase requisition or sourcing event. Renewal requests extend or replace existing contracts that are active or expired.

    • Initiate an amendment from a contract record – From an active contract record, initiate an amendment request to modify the contract terms, clauses, or details.

    • Initiate a renewal from a contract record – From an active or expired contract record, initiate a renewal request to extend or replace the contract with a new contract period.

    • View and track contract request details – View the details and track the activities of the contract request.

    • Assign a contract request – As a contract fulfiller or contract administrator, assign a contract request to yourself or to someone in your assignment group.

    • Own paper contract requests – Use Contract Management Pro to submit contract requests that will generate contract documents using a predefined contract template and template rules.

    • Work on request as fulfiller – Review and finalize a contract document according to the contract request.

    • Work on request as user – Edit a contract request, regenerate the contract document, and send it for signature.

    • Add signatories in self-served contract request – Add signatories to a self-served contract request when the contract is generated from a template configured with signature blocks.

    • Modify the signing order for signatories – Modify the order in which signatories sign a contract document that has not yet been sent for signature.

    • Sync contract document (CM Pro 1.2.1) – When a contract request is modified, sync the contract document for self-served requests to create revision of the document with updated metadata and signatories while retaining the changes made in the previous version of the contact document.

    • Regenerate contract document after modifying request – As a contract user or contract fulfiller, regenerate the contract document for self-served requests when the parent request has been modified.

    • Updating and synchronizing signatories – As a contract user or fulfiller, update and sync signatory details when the contract submission has failed, or contract document cannot be sent due to incomplete signatory information.

      • Update signatory information (CM Pro 1.2.1) – Update signatory details in an external contract document in Contract Management Pro when there is a failure in sending the document for signature due to a mismatch between the signatory information in the contract request and the contract document.

      • Resolve the failure to submit a self-serve contract – As a contract user, resubmit a contract request that was not submitted due to incomplete signatory information by updating and syncing signatory information.

      • Resolve an error during send for signature – As a contract user or fulfiller, update and synchronize signatory details when send for signature fails due to a mismatch between signatory information in the contract request and contract document.

    • Reviewing and finalizing a self-serve contract document – Review and finalize the contract document generated after the self-serve contract request is submitted, then send it for signature.

      • Review a contract document in your workspace – As a contract user, review a contract document and submit a change request to the contract fulfiller if changes are required in the contract document.

      • Work on a contract change request – As a contract fulfiller, review the change request, update the contract document, and send it back to the contract user.

    • Third-Party paper contract request – Use Contract Management Pro to submit non self-served contract requests for review of contracts based on third-party templates.

    • Modify a non-self-served contract request – As a requester, modify the contract request to update the request details or replace the attached contract document with an updated version.

    • Work on a non-self-served contract review request – Review and revise a non-self-served contract document. As a collaborator on the request, you can email the revised document to stakeholders to verify the revisions. After they confirm the revisions, send the signature from the contract request.

    • Add contract documents to non-self-served contract request – As a contract user or the person for whom the contract was requested, add single or multiple contracts and classify them.

    • Add supporting documents to the contract request – Add one or more supporting documents from your computer, cloud storage, or activity stream.

    • Modify supporting documents in the contract request – As a contract fulfiller, add, classify, or remove supporting documents submitted in the contract request.

    • Reclassify contract documents – As a contract fulfiller, reclassify the documents submitted in a third-party contract review request. For example, you need to change the contract document type from Non-disclosure Agreement to Partnership Agreement.

    • Reclassify supporting documents in the contract request – As a contract fulfiller, reclassify the supporting documents submitted in the contract request. For example you can reclassify the supporting document as a contract document.

    • Contract amendments – The contract amendment workflow enables you to initiate, manage, and track changes to existing contracts through amendment requests.

    • Approve contracts to allow amendments – Amendment requests can only be submitted for contracts in the Active state. If a contract is in Draft state and Awaiting Review substate, you need to manually approve it before submitting an amendment request.

    • Work on amendment request – Review and work on an amendment request for an existing contract.

    • View amendment details – View the amendment details in the contract repository record.

    • Contract renewals – The contract renewal workflow enables you to initiate, manage, and track the renewal of an existing contract as a dedicated request type, and to maintain the link between a previous and renewed contract.

    • Work on a renewal request – Review and work on a renewal request for an existing contract, from assignment through review, approval, and signature to the executed renewed contract.

    • View renewal details – View the renewal details in the contract repository record.

    • Amendment and renewal interactions – Understand how amendment and renewal requests interact on the same contract, and the messages that guide you when they occur in sequence or in parallel.

    • Common contract request tasks – These tasks apply across all contract request types, including own paper, third-party paper, amendments, and renewals.

    • Linking parent-child contracts – The contract family hierarchy in the Related contract requests tab shows all related contract requests and lets you link, inherit from, and unlink parent contract requests.

      • Link parent contract requests – Link parent contracts during drafting and negotiation phases to establish hierarchical relationship between the parent and child contracts.

      • Link and inherit parent contract fields – Link parent contracts during drafting and negotiation phases to establish a hierarchical relationship between the parent and child contracts, and automatically inherit the configured fields from the parent contract.

      • Remove a linked contract – Remove a linked parent contract from contract requests when you have linked an incorrect contract request or the linking is no longer required.

    • Send email to stakeholders – As a contract fulfiller, set up an email to stakeholders to request review of the contract document reviewed and confirm the changes.

    • Add clauses during authoring or negotiation – As a contract fulfiller or reviewer, while authoring or negotiating a contract revision, add clauses from the clause library listed in the Microsoft Word add-in for ServiceNow Contracts.

    • Create a document revision – As a contract fulfiller, create a document revision to upload an updated version of the contract that contains the latest changes in the contract request, corrections, or suggestions from a third party.

    • Review contract documents – Review contract documents using AI-powered analysis or manual review to identify non-compliant terms, remediate them using clause library and validate before execution.

      • Contract review using AI – As a contract fulfiller, you can analyze your contract documents and identify non-standard or missing clauses from the AI contextual side panel by using the ServiceNow Otto for Contract Management Pro application.

      • Analyze a contract document – Analyze a contract document with generative AI to identify non-standard and missing clauses. You can do this task by using the ServiceNow Otto for Contract Management Pro application.

      • Review AI suggestions – Review the suggestions for clause deviations and take actions by using the ServiceNow Otto for Contract Management Pro application to ensure that the clauses comply with the guidelines of the company.

      • Cancel AI contract analysis – Cancel a AI contract analysis when it’s no longer required due to a change in business requirements.

      • Contract analysis states – The ServiceNow Otto for Contract Management Pro analysis follows a workflow and moves through a series of states, which are displayed in the contract request. The contract analysis details are available in the activity stream and are also communicated by an email notification to the contract fulfiller, contract collaborator, and assignment group manager.

      • Contract review using external AI tool – Review a contract document in a connected external AI tool that retrieves the applicable contract analysis playbook from Contract Management Pro and proposes redlines based on that guidance.

      • Manual internal review – Assign contract documents to internal subject matter experts for detailed manual review. Experts can add review tasks, provide feedback, request additional information, and validate contract terms.

      • Request an internal review – Initiate a review of the contract document by internal subject matter experts.

      • Work on internal review task – As a contract reviewer, review and provide feedback on contract documents

      • Share requested information for internal review – As a contract fulfiller, share information requested by the reviewer to proceed with the contract document review.

      • Cancel an internal review task – As a contract fulfiller, cancel a review task irrespective of its state.

    • Initiate ad hoc approval – Initiate an ad hoc approval for a contract document revision from a user or a user group.

      • Approve or reject a contract document – Review a contract request or attachment and approve or reject it.

      • Cancel ad hoc approval – Cancel an ad hoc approval for a contract document revision if it no longer requires any action.

    • Compare contract documents – Streamline the contract negotiation process by comparing two contract revisions to quickly identify and review all changes between the two versions, thereby reducing manual effort and minimizing the risk of missing critical updates.

    • Generate contract summary – Generate summaries, frequently asked questions (FAQs), or ask questions to retrieve specific information from contract documents in Contract Management Pro.

    • Signature workflow for a contract request – Contract Management Pro supports electronic signature, wet (manual) signature, and offline signature for a contract request.

      • Send a contract document for signature – Send the document for signature after a contract document has been reviewed and finalized.

      • Initiate offline signature – Initiate an offline signature when a contract has been signed outside Contract Management Pro and record the signed document in Contract Management Pro.

      • Upload a signed contract document – Upload a signed contract document that you have received from the signatories. You must upload a contract document for a wet signature workflow, an offline signature workflow when the contract was signed outside the system or if one of the signatories in the electronic signature workflow decides to do a wet signature.

      • Modify signatories – Modify signatories while a signature workflow is in progress.

      • Resume signature process – Resume the paused signature process with the modified signatories.

      • Resend signature request – Resend signature request functionality enables contract fulfillers to manually trigger signature request when needed.

      • Cancel the signature process – Cancel a signature process for contract documents that have been sent to signatories.

    • Cancel a contract request – Cancel a contract request if it is no longer necessary.

    • Download a signed contract – View and download a signed contract document.

    • Search for keywords – Search for keywords in contract templates easily.

    • Search in Microsoft Word add-in – As a contract configurator, search for templates and clauses in the Microsoft Word add-in for ServiceNow Contracts.

    • Obligation Management – Obligation Management in Contract Management Pro enables you to track and fulfill contractual responsibilities by creating obligation records and managing associated tasks.

    • Create obligations using AI – Create obligation records for signed contracts to fulfill the responsibilities specified in the contract. You can create obligations manually or use AI to automatically extract obligations from contract documents.

      • Review AI-extracted obligations – Create obligation records for signed contracts to fulfill the responsibilities specified in the contract. You can create obligations manually or use AI to automatically extract obligations from contract documents.

      • Create obligation records manually – Create obligation records for signed contracts to fulfill the responsibilities specified in the contract. You can create obligations manually or use AI to automatically extract obligations from contract documents.

      • Create an ad hoc obligation task – Create obligation records for signed contracts to fulfill the responsibilities specified in the contract. You can create obligations manually or use AI to automatically extract obligations from contract documents.

    • Create obligations manually – As an obligation user, work on obligation tasks to fulfill the obligation specified in the contract, and submit them for review.

    • Cancel an obligation task – Cancel an open obligation task in Obligation Management that is no longer required.

    • Approve or reject obligation tasks – As an obligation fulfiller, review obligation tasks in Obligation Management that have been submitted for approval, and take the appropriate action.

    • Extract contract metadata – As a contract fulfiller, use ServiceNow Otto for Contract Management Pro to extract metadata from a signed contract and add the information to the mapped fields in the contract repository.

    • Initiate metadata extraction from a contract – Use generative AI capabilities to extract metadata from a signed contract attached in a contract repository record.

    • Work with extracted metadata – Review the metadata extracted from a contract and add it to the contract repository.

    • Metadata extraction results – The Extraction results tab in the contract repository record displays the processed metadata and their statuses, indicating whether the metadata have been successfully added to the mapped fields in the contract repository.

    • Manage contract repository agentic workflow – Use the manage contract repository agentic workflow to improve productivity by extracting metadata and obligations automatically from signed contracts and setting the contract reminder dates for contract renewal or termination.

    • Review AI results – The playbook in a contract repository enables you to review information extracted by the manage contract repository agentic workflow, and configure reminders for your contract renewals or terminations.

      • Review metadata and set contract reminders – Use the contract playbook to review and update the AI-extracted metadata and contract reminder date.

    • Use conversational contract search and insights – Search for contract information using natural language queries to quickly find relevant contracts, clauses, and insights.

    • Search in contracts document – Ask question in the ServiceNow Otto panel to search for information in the content of the contract document.

    • Search in contract metadata – Ask question in the ServiceNow Otto panel to search for information related to contract fields.

  • Manage – As an administrator, manage contract templates, contract records, and analytics for Contract Management Pro.

    • Manage clauses, tables, and contract templates – As administrator manage clauses and contract templates.

    • Edit a contract clause variation – Edit a clause variation to modify the content that will be used in a contract template.

    • Edit contract templates by manually adding content controls – Edit a contract template to reflect any modifications that must be included in the template to generate a standard contract when an employee submits a contract request.

    • Edit a contract template in Microsoft Word – Edit the metadata, signatories, or clauses in a contract template that must be included in the contract template to generate a standard contract when an employee submits a contract request using the Microsoft Word add-in for ServiceNow Contracts.

      • Edit or delete participants using add-in – As a contract configurator, edit or delete a participant from a Microsoft Word document using the Microsoft Word add-in for ServiceNow Contracts.

      • Manage table mappings in a contract template – As a contract configurator, edit or delete table mappings in a contract template using the Microsoft Word add-in.

    • Create a contract template from an existing template – Create a new contract template from an existing template if you need only a small variation in the content of an existing template.

    • Preview a contract document from template – View the final form of a contract document with the content controls replaced with the values of the variables or return values of scripts.

    • Delete a contract template – Delete contract template when you no longer need it.

    • Manage contract records – As administrator manage contract records.

    • View a contract record – View the history of a contract request to track changes, review the audit trail, and update fields. Easily see the date a contract was modified and who modified it.

    • Contract repository record tabs – Use the tabs on a contract repository record to view contract details, documents, requests, obligations, and history. Some tabs appear only after an amendment or renewal workflow completes.

    • Modify a contract record – After a contract record is created, you can change the end date, parent contract, and contract model.

    • Display correct sys_id value in contract documents – As a contract configurator, update an advanced script to print the correct display value for sys_id variables in the generated contract document.

    • Manage AI skills – Manage AI skills in Contract Management Pro including use cases, use case mappings, clause mappings, expected responses, and skill activation.

    • Manage use cases – Manage use cases for ServiceNow Otto for Contract Management Pro by updating the fields, deactivating them when not in use, deleting when no longer required, or copying existing use cases to create new ones.

    • Manage use case mappings – Manage use case mappings for ServiceNow Otto for Contract Management Pro by updating the mapped tables for use cases, deactivating the mappings when not in use, or deleting them when no longer required.

    • Manage clause mappings – Manage clause mappings for contract analysis by updating the mapped clause for a field group, deactivating the mappings when not in use, or deleting them when no longer required.

    • Manage expected response mappings – Manage expected response mappings for contract analysis by updating the expected response for the fields of a use case, deactivating the mappings when not in use, or deleting them when no longer required.

    • Deactivate skills – Deactivate the skills in ServiceNow Otto for Contract Management Pro when they are not in use.

    • Platform Analytics Solutions for Contract Management Pro – The Contracts Dashboard in Contract Management Pro is an analytics and reporting solution that enables you to make data-driven decisions through insights and trends derived from contract request data.

    • Activate Contracts Dashboard – You can activate the Analytics Pack for Contract Management Pro plugin (com.sn_cm_pa) if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

    • Contracts Dashboard – With Contracts Dashboard, you can make data-driven decisions by analyzing the trends and insights derived from the contract request data.

    • Modify assignment rule for contract requests – As a contracts configurator modify the assignment rule available in the base system for any changes required in the user or group to whom the contract request should be assigned.

  • Domain separation and CM Pro – Domain separation is supported for Contract Management Pro. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

  • Reference – Reference topics provide additional information about Contract Management Pro.

    • Components installed with CM Pro – Several types of components are installed with activation of the Contracts Core application that includes the components for Word Document Templates, including tables and user roles.

    • Components installed with Contract Workspace – User roles are installed with activation of the Contract Workspace plugin.

    • Components installed with Contracts Dashboard – Several types of components are installed with activation of the Analytics Pack for Contract Management Pro plugin, including user roles and scheduled jobs.

    • Contract request states – Contract requests follow a specific life cycle and move through a series of states in Contract Management Pro. The contract request state and the contract document status are displayed in the State and the Contract status fields on the request record.

    • Renewal interaction messages – Reference of the messages shown when an amendment and a renewal interact on the same contract, by scenario, state, and placement.

    • Signatory roles – Signatory roles define how each participant interacts with a contract document during the signature workflow.

    • Clause Variation form – Use the Clause Variation new record form to create or modify a clause variation.

    • Contract Configuration form – Use the Contract Configuration New Record form to create or modify a contract configurations.

    • Properties installed to configure expiry notifications – There are several properties related to Contracts Core that can be used to configure the number of days before which expiry notification should be sent and the generation of audit certificate.

    • Properties installed to configure contracts integrations – There are several properties that you can use to configure integrations for Contract Management Pro.

    • Expiring Contracts Condition form fields – The Expiring Contracts Condition form is used to create a rule or update an existing rule.

    • Action assignment form – Learn about the fields of the Action Assignment form. Use this form to add the New action button to your workspace.

    • UFX Add on Event mapping form – The UFX Add on Event mapping form to configure the display of declarative action in your application.

    • Obligation form – The obligation form provides the details to create or modify an obligation record in Obligation Management.

    • Obligation Management notifications – Obligation Management uses email notifications to notify obligation fulfiller and obligation users when an obligation task is created, assigned, submitted, approved, or rejected.

    • Contract Analysis Playbook form – Fields on the Contract Analysis Playbook form define the negotiation guidance for a contract type and the conditions that determine when an external AI tool retrieves it.

    • Playbook tool messages – Messages that the playbook tool returns to an external AI tool when it cannot resolve or return a playbook for a contract. Each message tells the fulfiller how to correct the request.

    • Contract request ticket page actions – The actions available on a contract request ticket page depend on the paper type and the state of the request. These actions apply in the Employee Center to requested-for and opened-by users who have the contract user role, for both out-of-the-box and custom record producers.

    • Default availability of out-of-the-box record producers – The out-of-the-box contract request record producers that are enabled by default differ for new customers.

    • Contract Management Pro glossary – Learn about the terms and concepts used in Contract Management Pro.

    • A – Learn about the terms and concepts used in Contract Management Pro.

      • agentic workflow – Learn about the terms and concepts used in Contract Management Pro.

      • amendment request – Learn about the terms and concepts used in Contract Management Pro.

      • Approval workflow – Learn about the terms and concepts used in Contract Management Pro.

      • audit trail – Learn about the terms and concepts used in Contract Management Pro.

    • C – Learn about the terms and concepts used in Contract Management Pro.

      • certificate of completion – Learn about the terms and concepts used in Contract Management Pro.

      • clause library – Learn about the terms and concepts used in Contract Management Pro.

      • clause management – Learn about the terms and concepts used in Contract Management Pro.

      • clause mapping – Learn about the terms and concepts used in Contract Management Pro.

      • clause variation – Learn about the terms and concepts used in Contract Management Pro.

      • Contract Lifecycle Management (CLM) – Learn about the terms and concepts used in Contract Management Pro.

      • content controls – Learn about the terms and concepts used in Contract Management Pro.

      • contract analysis – Learn about the terms and concepts used in Contract Management Pro.

      • contract dashboard – Learn about the terms and concepts used in Contract Management Pro.

      • contract playbook – Learn about the terms and concepts used in Contract Management Pro.

      • contract repository – Learn about the terms and concepts used in Contract Management Pro.

      • contract templates – Learn about the terms and concepts used in Contract Management Pro.

      • contract type – Learn about the terms and concepts used in Contract Management Pro.

      • contract workspace – Learn about the terms and concepts used in Contract Management Pro.

    • D – Learn about the terms and concepts used in Contract Management Pro.

      • document revision – Learn about the terms and concepts used in Contract Management Pro.

    • E – Learn about the terms and concepts used in Contract Management Pro.

      • e-signature – Learn about the terms and concepts used in Contract Management Pro.

      • employee center – Learn about the terms and concepts used in Contract Management Pro.

      • external storage – Learn about the terms and concepts used in Contract Management Pro.

    • I – Learn about the terms and concepts used in Contract Management Pro.

      • internal review – Learn about the terms and concepts used in Contract Management Pro.

    • M – Learn about the terms and concepts used in Contract Management Pro.

      • metadata extraction – Learn about the terms and concepts used in Contract Management Pro.

      • Microsoft Word Add-in – Learn about the terms and concepts used in Contract Management Pro.

    • N – Learn about the terms and concepts used in Contract Management Pro.

      • non-self-served request – Learn about the terms and concepts used in Contract Management Pro.

    • O – Learn about the terms and concepts used in Contract Management Pro.

      • obligation – Learn about the terms and concepts used in Contract Management Pro.

      • obligation extraction – Learn about the terms and concepts used in Contract Management Pro.

      • obligation management – Learn about the terms and concepts used in Contract Management Pro.

      • obligation task – Learn about the terms and concepts used in Contract Management Pro.

      • Optical Character Recognition (OCR) – Learn about the terms and concepts used in Contract Management Pro.

      • offline signature – Learn about the terms and concepts used in Contract Management Pro.

      • own paper – Learn about the terms and concepts used in Contract Management Pro.

      • own-paper request – Learn about the terms and concepts used in Contract Management Pro.

    • P – Learn about the terms and concepts used in Contract Management Pro.

      • parent-child contract – Learn about the terms and concepts used in Contract Management Pro.

    • R – Learn about the terms and concepts used in Contract Management Pro.

      • record producer – Learn about the terms and concepts used in Contract Management Pro.

    • S – Learn about the terms and concepts used in Contract Management Pro.

      • self-served contract request – Learn about the terms and concepts used in Contract Management Pro.

      • ServiceNow Store – Learn about the terms and concepts used in Contract Management Pro.

      • ServiceNow Otto for Contract Management Pro – Learn about the terms and concepts used in Contract Management Pro.

    • T – Learn about the terms and concepts used in Contract Management Pro.

      • third-party contract request – Learn about the terms and concepts used in Contract Management Pro.

      • third-party paper – Learn about the terms and concepts used in Contract Management Pro.

    • W – Learn about the terms and concepts used in Contract Management Pro.

      • wet signature – Learn about the terms and concepts used in Contract Management Pro.

      • word document template – Learn about the terms and concepts used in Contract Management Pro.

    • Contract Management solutions – Explore the differences between the different contract management solutions offered in ServiceNow - ITAM Contract Management, (Deprecated) Legal Simple Contracts, and Contract Management Pro (CM Pro)

• Universal Request – ServiceNow Universal Request empowers customers in their journey toward Enterprise Service Management (ESM) or Global Business Services (GBS) by enabling agents to resolve cases seamlessly across the enterprise to provide a better employee experience.

  • Exploring Universal Request – The ServiceNow Universal Request application enables cross-departmental reporting from the time of an initial employee request through the final issue resolution. You can map various departmental ticket states and activity streams into a unified and simplified experience for your employees and agents.

  • Universal Request versus Interaction Records (New Call record) – Universal request and interaction records are created and used by agents of various departments. However, they differ in the way they are handled. The following information provides an overview of both the records and how they differ from each other.

  • Universal Request data model – Universal Request is a task type that supports cross-departmental collaboration and unified employee experience. Universal Request becomes the parent record for departmental primary tickets, such as IT incidents and HR cases, and enables your organization to measure cross-departmental SLAs and OLAs.

  • Universal Request roles and groups – Users with certain roles and access can use Universal Request.

  • Universal Request states and reasons – The Universal Request (UR) state is determined by the state of the primary ticket. The primary ticket for a UR is a child department ticket, such as an IT incident or a HR case. A Universal Request can have only one primary ticket at a time.

  • Mobile experience for Universal Request – Create universal requests from a mobile device using the Now Mobile application. Stay connected and access information in real time.

  • Guided setup for Universal Request – Before you start using the ServiceNow Universal Request application in your organization, you must set up Universal Request. Work with your stakeholders to define requirements for setting up the application effectively to meet the needs of your organization.

  • Setting up and configuring Universal Request – Set up and configure Universal Request to enable agents to create universal requests and work on them to resolve employee issues.

  • Universal Request plugins – Request and activate the following plugins to use Universal Request in your application.

    • Activate Universal Request – You can activate the Universal Request plugin (com.snc.universal_request) if you have the admin role. This plugin is not active by default, and you must install it to use the Universal Request application. This plugin includes demo data and activates related plugins if they are not already active.

    • Components installed with Universal Request – Several types of components are installed with activation of the Universal Request plugin, including tables, user roles, and scheduled jobs.

    • Activate Universal Request Advanced Work Assignment – You can activate the Universal Request: Advanced Work Assignment plugin (com.snc.universal_request.awa) if you have the admin role. Activating this plugin enables you to use Advanced Work Assignment and automatically assign work items to your agents, based on their availability in the Universal Request application. This plugin includes demo data and activates related plugins if they are not already active.

    • Activate Universal Request Integration for Incident management – You can activate the Universal Request: Integration for Incident management plugin (com.snc.incident.universal_request) if you have the admin role. Activating this plugin enables ServiceNow Incident Management application integration with Universal Request. This plugin includes demo data and activates related plugins if they are not already active.

    • Activate Universal Request NLU Model for Virtual Agent Conversations – You can activate the Universal Request: NLU Model for Virtual Agent Conversations plugin (com.snc.universal_request.nlu) if you have the admin role. Activating this plugin allows you to use NLU for virtual agent conversations in Universal Request. This plugin includes demo data and activates related plugins if they are not already active.

    • Activate Universal Request Reporting – You can activate the Universal Request: Reporting plugin (com.snc.universal_request.reporting) if you have the admin role. Activate this plugin to use reports in Universal Request. This plugin includes demo data and activates related plugins if they are not already active.

    • Activate Universal Request Virtual Agent Conversations – You can activate the Universal Request: Virtual Agent Conversations plugin (com.snc.universal_request.va) if you have the admin role. Activate this plugin to set up and use Virtual Agent in Universal Request. This plugin includes demo data and activates related plugins if they are not already active.

    • Activate Predictive Intelligence for Universal Request – You can activate the Predictive Intelligence for Universal Request plugin (com.snc.universal_request.ml) to use machine-learning solutions in the Universal Request application, if you have the admin role.

    • Activate Performance Analytics and Reporting for Universal Request – You can activate the Performance Analytics and Reporting for Universal Request plugin (com.snc.universal_request.pa) for Universal Request if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:

  • Configuring Universal Request – Set up the Universal Request features, components, and integrations that you need to set up your organization to provide service and support to your employees and agents.

    • Configure users and groups – A user is an individual who can access your instance and a group is a set of users who share a common purpose. The users associated with a group are listed as group members.

    • Assign roles to UR users – Roles control access to features, capabilities, and data in the Universal Request application.

    • Assign delegated developer role – For a Universal Request administrator [sn_uni_req.ur_admin] to perform some platform duties, the delegated developer role must be added.

    • Service Level Agreement configuration for Universal Request – View, modify, or create Service Level Agreement (SLA) definitions that is provided for the Universal Request application to make sure that the requests are closed within a defined time frame.

    • Transfer configuration – You can enable agents to transfer department-specific tickets, such as an incident ticket or an HR case back to the Universal Request (UR), to another department, or service. This transfer configuration allows you to determine what happens to the departmental ticket when the request is transferred to another department or back to UR.

    • Configure Dynamic translation for Universal Request – Activate and configure the Dynamic Translation plugin to translate the text on a Universal Request record.

    • Configure Chat queues – Configure chat queues to enable users to communicate with the agents for assistance on their request.

    • Configure Advanced Work Assignment chat queue – Create or modify the default chat queue for UR in Advanced Work Assignment automatically assign work items to your agents, based on their availability.

    • Configure Connect chat support queue – Connect Support is a real-time messaging tool that enables support agents to easily track their support cases, find solutions, and resolve problems quickly.

    • Predictive Intelligence for Universal Request – The Predictive Intelligence for Universal Request uses machine-learning algorithms for the auto-assignment of universal requests and to find similar knowledge articles and closed universal requests.

    • Train the classification solution to predict the assignment group – Train the Universal Request classification solution definition to identify and predict an assignment group using the short description and create service level tickets that are associated with the universal request.

    • Train the similarity solution for similar knowledge articles – Train the Similar Knowledge articles for UR solution definition to identify and predict knowledge articles using the short description. When an agent opens a universal request, similar knowledge articles are displayed in the Related Search section of the Universal Request record.

    • Train the similarity solution for similar closed Universal Requests – Train the Similar Closed Universal Request solution definition to identify and predict similar Universal Requests that are closed based on the short description, description, and the assignment group of the Universal Request created. When an agent opens a universal request, similar closed universal requests can be searched in the Related Search section of the Universal Request record.

    • Train the classification solution to identify UR with sensitive information – Train the Universal Request classification solution definition to identify and predict universal request with sensitive information using the short description and description. The solution identifies and marks the UR as restricted, allowing only agents with access or from the assignment group to work on the request.

    • Set up Virtual Agent for Universal Request – Use Virtual Agent (VA) capabilities to provide a better user experience for your chat channel using the ServiceNow Natural Language Understanding (NLU) model. Publish and use the default Virtual Agent topics for Universal Request.

    • Enable Natural Language Understanding model for Universal Request topic – Apply the Natural Language Understanding vocabulary in the Universal Request application to help the system to understand human-expressed language.

    • Standard Ticket page for Universal Request – The Universal Request standard ticket page enables requesters to view the details of their universal requests from the Service Portal.

    • Configure Standard Ticket page for Universal Request – Use the Standard ticket page configuration for Universal Request to provide a consistent layout across all tickets raised and associated.

  • Configure service to use Universal Request – Configure the Universal Request application with any service to manage requests across multiple services under one unified request. Using Universal Request integrated with your service helps deliver a seamless employee experience in your organization.

    • Configure mappings – Configure the target table and field mappings to create a department level ticket and to set the fields according to the field mappings.

    • Map UR fields with target table fields – Define the fields that you want to map between the universal request and the target table fields that you already configured. This configuration enables you to copy the values of mapped fields from the universal request to the new ticket, and vice versa.

    • Create a service set – Create your service set (department) name in the Universal Request (UR) application to use the UR capabilities for a specific service set in your organization. Service sets are the various departments in your organization.

    • Create your service-specific assignment groups – Set up your service-specific groups and assign the necessary roles and users. The users in the group inherit the roles of the group, so you do not have to assign roles to each user separately.

    • Assign assignment group to service sets – After creating your service-specific assignment groups, assign them to the service sets. Assigning assignment groups to the various departmental service sets facilitates in automatically routing universal requests to the right agents (assignment group) within a specific department (service set).

    • Create your service for Universal Request – Register your service name for your service specific table and associate it with a service set (department) to use the Universal Request capabilities for a specific service in your organization.

    • Assign assignment group to your service – After creating the services for your service set (department), assign the assignment groups to the services in the service sets to enable agents to transfer tickets to the appropriate routing group.

    • Create service specific UI actions – Create a UI action or modify an existing one to enable your service to create department tickets under a universal request.

    • Register application administration enabled scoped application – If your application is an application admin enabled scoped application, register the application with Universal Request (UR) to make your application’s service and service set data available for the Universal Request application to work.

    • Remove UR administrator role from system administrator – After system configuration, remove the Universal Request (UR) administrator [sn_uni_req.ur_admin] role from IT System Administrator role (admin) to help prevent IT System Administrators from viewing sensitive information via forms, lists and UI.

    • Create a business rule for your service – Create a business rule on the service table to attach the newly created department ticket with a universal request.

    • Create a business rule to automatically create universal request – Create a before insert business rule on the service table to automatically create a universal request when a ticket is raised from any of the available channels.

    • Create extension points for departments – Create a scripted extension point to create your department specific primary ticket during cross-department ticket transfers. Using extension point enables you to create a primary ticket type as per the extension point definition.

    • Create an extension point for post-processing of transfers – Create a scripted extension point to perform additional actions after the cross-department transfer of a primary ticket in the Universal Request application. You can change the sample extension point to copy any additional information from the previous primary ticket’s child entities.

    • Unified ticket experience setting – Set up your service to provide your employees with a unified and consistent ticket experience. This setup automatically creates a universal request when requests are raised from an interaction record, email, or record producer.

    • Create universal request automatically for department tickets via other channels – Universal request is not automatically created when a fulfiller or employee creates a department ticket from channels other than the Service Portal or Virtual Agent topics. Create universal request automatically by adding the business rule to the specific service table, such as an Incident or a HR service.

    • Email notification preferences for your service – Customize email notifications to control which email notifications are sent to requesters when a universal request is created. This setting prevents employees from receiving duplicate or inconsistent email notifications.

      • Suppress outbound notification for services leveraging Universal Request – You can configure outbound email notifications to define the emails a requester must receive when a universal request is created. For example, if your service (department) ticket is associated with a universal request, you can customize the notifications to send only the emails that are relevant to the requester.

      • Use effective number in email subject – Modify the email subject to display the relevant ticket number by using the task effective number. For example, if your service ticket is associated with a universal request, then you must mask the service ticket number and show the UR number.

    • Automatically create universal request from an inbound email – Universal requests can be automatically created from the information received by emails. The auto-creation of universal requests enables faster response time and quicker resolution for employees compared to the agents manually creating requests from emails.

    • Create universal request for catalog item or record producer – Create a universal request along with a requested item or task-based record to provide unified ticketing experience.

    • Universal Request state mapping – All workflows consist of states, transitions, and reasons. Map your service-specific states to the Universal Request states to provide a better user experience during request state transition.

  • Domain separation and Universal Request – Domain separation is supported for ServiceNow Universal Request. Universal Request helps Help Desk agents to resolve cases across the enterprise for a better employee experience. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

  • Use – Use Universal Request to enable cross-departmental reporting from the time of an initial employee request through the final issue resolution. You can map various departmental ticket states and activity streams into a unified and simplified experience for your employees and agents.

  • Create Universal Request – Create a universal request record on behalf of the requester from the Universal Request application.

  • Cancel a universal request – Cancel the universal request if the issue is resolved or the request no longer needs any action.

  • Use the guided tour in Universal Request – Use the guided tour to navigate a sequence of interactive steps that provides an overview of Universal Request cases.

  • View universal requests with primary ticket – A universal request can have multiple child requests, such as an IT ticket or an HR case. An active child request is called the primary ticket. At a given time, a universal request can have only one primary ticket.

  • Create associated ticket for primary ticket of UR – Agent, working on the primary ticket, requests other departments for assistance in resolving a universal request (UR) by creating associated tickets for the UR. Multiple departments can work simultaneously on these associated tickets. These associated tickets are independent of the UR state flow.

  • Improve inter-departmental communication – Enable agents to effectively collaborate on associated tickets using the Sidebar discussion and Discuss options.

  • Universal Request sensitive information security – Universal Request security capability provides flexibility to protect information by controlling the view and edit authorization.

    • Restrict universal request access – Universal Request security capability provides flexibility to protect information by controlling the view and edit authorization.

    • Mark universal request as unrestricted – Universal Request security capability provides flexibility to protect information by controlling the view and edit authorization.

  • Transfer a primary ticket – You can transfer a primary ticket back to Universal Request, service set (department), or service either with or without resolution.

  • Search similar and closed Universal Requests – When creating a Universal Request, search for closed universal requests that are similar using Predictive Intelligence.

  • Translate a Universal Request field – Use dynamic translation to translate Universal Request fields to another language.

  • Reporting solutions for Universal Request – Universal Request (UR) reporting solutions contain preconfigured dashboards with actionable data visualizations to improve your employee service delivery processes.

  • Universal Request Overview dashboard – View and analyze the general statistics of the universal requests for routing agents, such as the number of open requests, breached, unassigned, and requests at risk. You can also view the weekly opening and closing universal requests along with the number of department tasks that are part of each UR.

  • Universal Request Process Overview dashboard – Analyze the behavior of universal requests in your organization and track transfers. As a process owner, use this dashboard to measure efficiency and to determine necessary improvements in the overall implementation of Universal Request.

  • Virtual Agent for Universal Request – The Virtual Agent capabilities of Universal Request provide automated chat options to employees. It reduces the workload of agents by assisting the requester with certain basic tasks. It can display suggestions for self-help topics and knowledge articles based on keywords. It can also help employees to update their universal requests.

  • Create a universal request using Virtual Agent – Create a universal request with the help of Virtual Agent. You can access the Virtual Agent using the chat option in the search page of Service Portal.

  • Update or cancel a universal request using Virtual Agent – Update or cancel a universal request with the help of the Virtual Agent in the chat option.

  • Universal Request Virtual Agent conversation flows – Universal Request Virtual Agent includes several predefined topic conversations that you can use to resolve common tasks on your universal requests.

  • Universal Request reference – Reference topics provide additional information about the universal requests, including lists and forms.

  • Universal Request properties – Administrators can use Universal Request properties to determine and configure the application behavior.

  • State mapping form – Use the State Mapping form to map your service specific state to the Universal request states.

  • Transfer configuration form – Use the Transfer configuration form to configure your transfer details in the Universal Request application.

  • Mapping configuration form – Use the Mapping Configuration form to configure your fields and field mapping for cross-departmental transfers.

  • Service Configuration form – Use the Service Configuration form to register your service to use the Universal Request application.

  • Universal Request form – Use the Universal Request form to create a universal request task record.

  • Integrating Universal Request with other applications – Extend the capabilities of Universal Request and connect with other departments to assist with ticket resolution. By integrating with other applications, you provide a consistent ticketing experience and facilitate inter-department request transfers and multi-department use cases.

  • Quick start tests for Universal Request – Validate that Universal Request still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.

  • Agent Workspaces – Use Universal Request in Agent Workspaces to create, view, and work on the universal request.

  • Exploring Universal Request in Agent Workspaces – Learn to create universal requests and understand how user requests are resolved in the Universal Request in the Agent Workspaces.

  • Setting up Universal Request in Agent Workspaces – Activate Universal Request in agent workspace and set up roles for performing the tasks.

  • Using Universal Request in Agent Workspaces – As a Routing Agent, use the Universal Request in Agent Workspaces to view, create, edit and resolve universal requests.

    • Create a universal request in Agent Workspace – As a Routing Agent, use the Universal Request in Agent Workspaces to view, create, edit and resolve universal requests.

    • Create a Universal Request from an Interaction Record – As a Routing Agent, use the Universal Request in Agent Workspaces to view, create, edit and resolve universal requests.

    • Cancel a universal request in Agent Workspaces – As a Routing Agent, use the Universal Request in Agent Workspaces to view, create, edit and resolve universal requests.

    • Use Agent Assist in Agent Workspace – As a Routing Agent, use the Universal Request in Agent Workspaces to view, create, edit and resolve universal requests.

    • Transfer primary ticket in Agent Workspaces – As a Routing Agent, use the Universal Request in Agent Workspaces to view, create, edit and resolve universal requests.

    • Restrict universal request access in Agent Workspace – As a Routing Agent, use the Universal Request in Agent Workspaces to view, create, edit and resolve universal requests.

    • Mark universal request as unrestricted in Agent Workspace – As a Routing Agent, use the Universal Request in Agent Workspaces to view, create, edit and resolve universal requests.

  • Using agentic flows in Universal Request AI agent collection – Use the Universal Request AI agent collection to complete tasks autonomously.

  • Universal Request Router agentic workflow – Enables employees to request a department agnostic ticket to avail services that are not readily accessible/understandable via the catalog listings or the services that require collaboration across multiple departments.

• Universal Task – The ServiceNow Universal Task application is a tasking framework that enables your agents to request extra information from employees who submit tickets or to task employees to accomplish an activity in order to resolve a ticket.

  • Exploring Universal Task – With the ServiceNow Universal Task application, agents can create tasks for your employees. The agent can ask for additional information or request an action to resolve the parent ticket or request.

  • Universal Task types – The task types in the Universal Task application enable your agent to assign pre-defined tasks to an employee. With these pre-defined tasks, your agent can task employees quicker and more efficiently. You decide which task types that you want to make available to the agents in your organization.

  • Data model – The Universal Task is a tasking framework that you can append to the ticketing system of any department in your organization. The Universal Task data model explains the tasking framework and its customizations.

  • Universal Task in Now Mobile – You can complete universal tasks that are assigned to you in real time from your own mobile device by using the Now Mobile application.

  • Setting up and configuring Universal Task – You must set up and configure the Universal Task application before you can enable agents to assign tasks to employees in order to fulfill a request.

  • Install Universal Task – You can install the Universal Task application (sn_uni_task) if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

    • Components installed – Several types of components are installed with activation of the Universal Task application, including tables, user roles, and scheduled jobs.

  • Configuring your service – You can configure the UI actions and related lists for the Universal Task application so that you can view and create universal tasks for your service. Services are the various departments in your organization, such as IT, HR, and Legal.

    • Assign admin role – Assign the sn_uni_task.admin role to the application administrators so that they can integrate and configure Universal Task. Roles control access to features, capabilities, and data.

    • Create UI actions for your service – Create UI actions for your service so that agents can create universal tasks.

    • Add a related list – Add a Universal Task related list to a service-specific form in both the ServiceNow AI Platform and Agent Workspace to let agents view a universal task for the request.

    • Add a Task tab – Add a Task tab on the Standard Ticket page to let employees view the tasks that are assigned to them by the agents.

    • Define agent criteria – Define the criteria for an agent so that the agent can access the parent table for Universal Task. The default criteria is that agents must have write access to the parent table.

    • Configure Universal Task for your service – Configure the Universal Task application for your service so that you can create and assign tasks to employees.

    • Configure catalog items – Filter the catalog items that you want to show in the Submit Catalog Item task for your service.

    • Configure roles – Configure the roles to enable your agents to view the employee responses in the completed Universal Task employee forms.

    • Configure extension points – Provide the implementation for childTaskCancelled, childTaskCompleted, childTasksClosed of the scripted extension point to execute the custom logic of the service, when a universal task is canceled, completed, or closed.

    • Display the universal tasks – Display all the universal tasks that are assigned for a particular request by simply configuring the Tasks tab in Now Mobile.

    • Hide the template bar – Hide the template bar for the Universal Task form because it does not include Universal Task templates.

    • Remove admin role – After system configuration, remove the Universal Task Admin role (sn_uni_task.admin) from IT System Administrator role (admin) to help prevent IT System Administrators from viewing sensitive information via forms, lists and UI.

  • Email notification layout – Use the email notification layout and template shipped with the Universal Task application (sn_uni_task) to deliver email notifications. Apply the layout to email notifications to elevate their look and feel and to deliver branded notifications.

  • Domain separation – Domain separation is supported for ServiceNow Universal Task. Universal Task enables agents to request extra information from the employee or to task the employee to accomplish an activity, in order to resolve a ticket. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

  • Using Universal Task – Agents can use the Universal Task application to create tasks for employees and to manage the request resolution. Employees can view and complete tasks assigned to them using the Employee Service Center or the Now Mobile app.

  • Create a universal task – Create a universal task for a request and assign it to the employee or create multiple tasks for a request by using Universal Task.

  • View and update Universal Task – View and update the universal tasks that are assigned to you by using the Now Mobile app.

  • Create an employee form – Create or modify an employee form to collect employee input. Employee forms are questionnaires that are built using the survey designer to collect or update information from employees.

  • Universal Task templates – Task templates help agents to create Universal Task records by auto-populating fields in a template.

    • Create a template – Create a template for any service table to automatically populate fields on a form. Creating templates for common use cases enables agents to create universal tasks faster and ensures uniformity of field values.

    • Create a task template – Save a populated Universal Task form as a template. This is an alternative method for creating a task template.

    • Create dynamic template mapping – Create dynamic templates to map fields on a Universal task form to corresponding fields on the parent table form. Dynamic templates help agents to map parent table fields to Universal task fields.

    • Use Task templates – Use a task template to auto-populate a Universal Task form. Using a task template enables agents to create tasks faster.

  • Add list category in SOW core – Add the Universal Task list category to the new Service Operations Workspace core so that agents can access and navigate through various modules directly from the new workspace.

    • Add lists under list categories – Add lists under the newly created Universal Task list category in Service Operations Workspace so that agents can access these modules from the new workspace.

    • UX List Form SOW – Learn about the fields of the UX List form. Use this form to create additional lists in the Lists menu of Service Operations Workspace.

  • Universal Task for external users – Enable external users to have access to the tasks assigned through Universal Task.

  • Universal Task reference – You can refer to the reference topics to learn more about the universal tasks, including lists and forms.

  • Universal Task form – Universal Task form to create a task record.

  • Universal Task Configuration form – Use the Universal Task Configuration form to associate Universal Task to your service.

  • Employee form – Use the employee form to create a new employee form record for Universal Task

  • Employee input task configuration – Use the Employee Input Task configuration form to configure the roles that can view completed Universal Task employee form.

  • Universal Task template form – Use the Universal Task template form to create a Universal Task template.

• SharePoint Online Search Connector – The ServiceNow SharePoint Online Search Connector offers a consumer-grade search configuration to manage your information resources.

  • SharePoint Online Search Connector prerequisites – The ServiceNow SharePoint Online Search Connector offers a consumer-grade search configuration to manage your information resources.

  • Setting up the SharePoint Online Search Connector – Set up the SharePoint Online Search Connector by configuring and connecting the Microsoft SharePoint tenant with your instance. Validate the connection to avoid any setup failures before indexing the sites for search.

  • Configure the Microsoft SharePoint tenant – Set up the SharePoint Online Search Connector by configuring and connecting the Microsoft SharePoint tenant with your instance. Validate the connection to avoid any setup failures before indexing the sites for search.

  • Integrate the Microsoft SharePoint search sources with the AI Search profiles – Set up the SharePoint Online Search Connector by configuring and connecting the Microsoft SharePoint tenant with your instance. Validate the connection to avoid any setup failures before indexing the sites for search.

  • Connect your ServiceNow instance to a Microsoft SharePoint tenant – Set up the SharePoint Online Search Connector by configuring and connecting the Microsoft SharePoint tenant with your instance. Validate the connection to avoid any setup failures before indexing the sites for search.

  • Validate the Microsoft SharePoint connection – Set up the SharePoint Online Search Connector by configuring and connecting the Microsoft SharePoint tenant with your instance. Validate the connection to avoid any setup failures before indexing the sites for search.

  • Index sites for search – Configure the SharePoint Online Search Connector to crawl the content from the eligible sites, subsites, drives, and more.

  • Exclude sites from indexing – Index sites and subsites selectively by excluding some URLs and subsites, which have confidential information.

  • SharePoint Online Search Connector search results – Learn about the SharePoint Online Search Connector searches and the results displayed for your search requests.

  • SharePoint Online Search Connector reference – The reference topics for the application provide additional information about the SharePoint Online Search Connector settings, content types, and features.

  • Microsoft SharePoint crawl types – Crawling gathers the content for search. To retrieve information, the crawl operation connects to the content sources by using connectors.

  • SharePoint Online Search Connector scheduled jobs – Create a scheduled job to fetch each entity such as sites, drives, file metadata, and file content.

  • Graph connection form – The following are the available fields in the Graph connection form to create a Graph connection for Microsoft SharePoint connectivity configuration.

  • REST connection form – The following are the available fields in the REST connection form to create a REST connection for Microsoft SharePoint connectivity configuration.

  • Domain separation and SharePoint Online Search Connector – Domain separation is unsupported for the SharePoint Online Search Connector .