1. What is Content Experiences capability? Is it a new feature?

Content Experiences (formerly “Campaigns”) capability is same as existing functionality released in Paris, Quebec, and Rome. It is an umbrella term that includes:

• * Campaign Builder (released in Paris)
  
  • Campaign Preview (released in Quebec)
    
  • Content Publishing (released in Quebec as Content Delivery)
    
  • Content Experiences widget (new in Rome)

It is the capability for posting targeted campaigns and content, like videos, on the employee portal. It includes the backend engine which makes publishing and managing campaigns/content easier.

A key notable change made in Rome is that the Content Experiences capabilities listed above have moved to the Store. See question 4 below for details and links.

1. What is the Content Experiences widget?

This widget is the main delivery channel or the front-end of announcements and campaigns that organizations would want to post to their employees. Highlights about this widget are:

• * It is designed to support multiple content types (banners, announcements, videos, events, etc.) as well as easily adjust to various layout options with a “quick click” configuration.
  
  • This widget has content tasking ability to create links between any announcements on the portal and the related employee task to ensure they know what actions are required.
    
  • It can be placed on any Employee Center Pro portal page. Out of the box it is enabled for the EC Pro home page and topic pages.
• What do customers need to activate Content Experiences?

Content Experiences is only available with Employee Center Pro. So, a customer would need to have HRSD Pro/Ent license or license Employee Center Pro separately.

1. What applications/plug-ins are associated with Content Experiences?

The below table highlights the applications/plug-ins associated with Content Experiences capability. These plug-ins get automatically downloaded with the Employee Center Pro plug-in.

Content Experiences plugins in the ServiceNow store	Old Name (Quebec and before)
Content Experiences	Content Automation
Content Publishing	Content Delivery
Content Analytics (no change)	Content Analytics
Performance Analytics for Employee Portal Content Publishing	Performance Analytics – Content Pack – Content Analytics
Performance Analytics for Employee Portal Content Engagement	Performance Analytics – Content Pack – Content Automation

1. What is the Content Library?

Content library is the newest content publishing and authoring experience launched with the November 2021 store release. It is designed to enable non-technical users to easily author and publish communications (such as videos or banners) on the portal and other channels. These communications can be published as part of a campaign or individually. For additional details, refer to Content Library product documentation.

Most of the new Content Experiences and Content Publishing innovations are being made in the Content Library module. This includes the new Image editing (released in May 2022) and the portal preview capabilities (released in Feb 2022).

1. How is communication content targeted to users?

Content authors can define “audience” for their content while publishing it. This can be done for individual content items posted on various portal pages or content posted within a campaign.

You can assign tasks to employees as part of a campaign and, if needed, trigger additional content once a task is completed. ‘To-dos’ can also be sent via email or posted to the Employee Center. For example, an Open Enrollment for Benefits campaign can have tasks that appear on the Employee Center within “My Active Items”. These tasks prompt employees to sign up for new or modified benefits such as health care.

1. What is the Content Analytics capability?

Content Analytics provides the ability to gauge how your employees are engaging with communications content posted on Employee Center and other channels.

Organizations can configure Content Analytics with ServiceNow’s Performance Analytics or use Google Analytics.

1. How is the Content Analytics capability different from User Experience Analytics?

User Experience Analytics enables organizations to analyze user behaviors on the entire Employee Center portal (and other channels, such as VA). These include analyzing journeys such as ‘items clicked after search’, etc.

Content Analytics by contrast is for analyzing engagement with communication content.

To learn more, see user experience analytics and Content Analytics product docs.