we'd like to welcome everyone to our latest live on servicenow webinar get started with case and knowledge management for hr service delivery we're very glad to have you join us today and during this session we'll be discussing how to successfully begin your implementation for case and knowledge management we're going to share some practical details on how to get up and running fast so that you can see value immediately but first just a few housekeeping notes before we begin down at the bottom of your screen you'll see the q a feature please use that to ask questions during today's webinar also we'll be posting this session on the hr service delivery community forum as well as sharing the presentation which includes a link to the forum finally when we wrap up today you'll see a brief survey pop-up we encourage you to share your feedback with us because we'd like to know what went well or what we can improve on in future sessions i'd like to introduce your speakers for today my name is stacey purzell i'm the principal portfolio manager in the leading practices team i've been at servicenow for about a year and my main responsibilities are for producing content for now create for hr service delivery and employee center and prior to servicenow i was uh in the partner space helping customers implement servicenow i'm really lucky today to have a couple of co-presenters with me um sandeep and ian sandeep would you like to introduce yourself yes thanks hello everyone i'm sandeep tandon i'm a principal solution architect at servicenow i've been with servicenow for about four years and overall been in the industry for about 25 years i have worked across global business services shared services and human resources so that's my background i'm part of the employee workflow expert services team so we basically help our customers implement servicenow so look forward to the discussion today ian thanks yeah and uh good morning afternoon my name is ian posnick and i'm also a principal social architect here on the employee workflows team so i work with our customers to implement the hr solutions with servicenow i've been on the hr team here for about five and a half years and i have been various roles but mostly a technical consultant for the past around nine years so look forward to today's session back to you stacy great thanks guys um we also have some members of our product team on the session helping us today to answer questions so remember to use the q a uh as you have any questions come up and today's session is part of our live on servicenow series which is a curated event series to connect you with servicenow experts and peers that can help you deploy your products and achieve value faster tomorrow we have a session to learn how your peers are creating an employee-centric taxonomy this streamlines the way employees find catalog items articles and communications on the servicenow employee center we've posted the link in the chat so that you can check out the upcoming events and register for those so let's go ahead and get started in this session we are going to share what is case management and knowledge management why they're important and what benefits you can achieve we're also going to share some practical information on preparation and planning for your implementation product which capabilities and features are critical and what questions you need to consider for your design ian is going to walk us through configuring some of these features and show us how they can be used by employees and hr and then we're going to wrap up with some key takeaways as well as provide information about resources that are available to you to help you with your next steps so hr case in knowledge provides the foundation to giving employees access to the right information and technology to support them when and where they need it as they have questions uh and are going through their employee journey they are going to need support from hr and case and knowledge management enables hr to better manage those service interactions with their employees without relying on generic tools like email this allows hr to standardize those processes while having visibility into the quantity and type of cases coming in knowledge is going to ensure accuracy and consistency of the information being provided to the employees which is going to result in employee satisfaction and service levels improving and hr efficiency dramatically increasing hr case and knowledge can also simplify the end-to-end process of providing your employees the information they want that knowledge base is going to make it easy for employees to self-serve and find the answers they need hr catalog is going to allow them to submit that inquiry or request directly to the correct hr team and hr professionals will have the case details they need in that case information about the employee related knowledge policies and procedures about the type of case as well as similar cases to provide additional guidance to resolution hr managers and leaders will be able to review reports and dashboards to ensure hr is providing the right services to employees and delivering them according to those desired service levels so with hr case and knowledge you're going to be able to manage those interactions across all of hr whether it's employee inquiries or on benefits payroll talent management all functional areas of hr can be configured and managed to the single case management solution you'll also be able to improve the employee service experience accelerate their service delivery and reduce operational costs by providing a menu of services employees can choose from which will be backed by efficient workflows and automation you can capture knowledge across the organization making it easy for hr and employees to find relevant accurate and consistent information on topics such as benefits expense policies and training you'll gain visibility into the volume types of services and workloads handled by hr and you can improve confidentiality with enhanced security for sensitive records and details that are necessary for hr to deal with so our first question today we have a poll question for you to help us understand where you are with your case and knowledge this will give us kind of a baseline understanding of what everyone in the audience is where you guys are at right now so we can kind of tailor some of our thoughts and questions as well we'll give you just a moment to answer those questions looks like we've got half of you about half of you have responded so we'll do it just another moment all right so these are some interesting results coming in and it looks like the majority of you have already implemented and are operational but are looking for some tips so we're hoping that we can give you some some guidance today or some resources that may be helpful to you in addition to that it looks like some of you are still in the planning stages as well and got some tips for you um sandeep anything on here that you've seen that is is kind of surprising uh not surprising but interesting i would say a little bit anecdotal so i think vast majority is implemented operational but looking for more so that that's definitely interesting and we are actually grateful that you're happy with what you've done and you want to do more absolutely fantastic all right so let's keep moving on so for those of you that are still in the early stages of planning and preparation we've got some great resources available for you we've got an implementation readiness checklist for hr service delivery that's going to provide a six step plan for you to set up your project for success plus have some guidance on next steps once you've completed that preparation and planning there's also an employee service delivery success map out on our customer success center that shows you how to implement and outlines the four stages that you should go through to for project success and we have a knowledge management for hr success playbook which will help you learn how to consolidate those repositories you have methods for how to standardize your content tips for importing knowledge content into articles and more so be sure to take advantage of those and part of your planning process also will be deciding what to implement there's going to be a few different approaches that we've seen customers take um some customers have some legacy and homegrown systems that are not integrated each are teams that are very siloed and have different support centers and processes they may have little to no self-service capabilities in place so for these organizations they may be on a full transformation journey and they may want to start internally and work on their hr processes and standing in a an hr service center so that may be their initial focus but a second approach that we've often seen is that customers are really geared towards driving or improving those self-service capabilities as well these companies want to make sure they're connecting and engaging better with employees as well as guiding them through complex experiences quickly and efficiently from anywhere so a key part of that approach is implementing an employee-focused service and communication portal such as servicenow employee center and then finally we've also seen organizations that may need to make changes to critical business processes due to regulatory or compliance findings or because a process may be negatively impacting their business so transformation efforts may focus on redefining and automating a specific set of processes like employee relations but depending on your maturity timeline and available project resources we've seen organizations be able to tackle one or more of these approaches in their implementation as well and to help you with that implementation and roadmap planning we've created a one-page recommended implementation sequence for our hr service delivery products based on those maturity and organizational needs the sequence is laid out as a single view for hr service delivery transformation in five stages so for today's discussion we'll be focusing on the foundation stage where hr service delivery processes are implemented using out of the box lean and simple processes but as we mentioned earlier regarding those different approaches you may want to include portions of the crawl stage as well where your services become more accessible to your employees via those self-service and enhanced employee experiences this document is also available i know it's a bit of an i chart on the webinar but it is available on now create for download as well and i'm going to turn it over to sandy to talk a little bit more about case management thank you stacy yeah uh so the next few slides uh uh talk a little bit about case management and uh we'll talk about the key features uh you know from a design and a configuration perspective and things you need to consider uh for your project team uh moving on to the next slide so uh servicenow offers you a lot of options in terms of uh configuring your workflows you know there are there are things that need to be foundational in place before you get going and then there are things you know which are value-add and you can keep adding to improve or enhance the quality of your overall hr service delivery and the agent experience uh we will focus more on the foundational elements today things that need to be in place before you get going and of course you know there are things that you can look at later um i mean you could do them together also if you have the bandwidth but you could look at them later and i will definitely cover some of these in the future moving on to the next slide the key foundation is israeli the core data and the hr profiles by core data we mean the information that is required to get your instance going so this is information about the company overall the subsidiaries that you have in there the departments currencies that you want to use time schedules etc if you are already a user of service now and and have other products implemented or any part of hr implemented obviously you will have code data in place if not then this needs to be set up along with your implementation the first time and hr profiles is really the foundational data on which we base a lot of functionality within hr so one from the perspective of fulfillment all the information you need on the employee to be able to service that case and two also in terms of managing your workflows how do you create some hr criteria or or some functionality around the information or data you have in the hr profile hr profile is usually confidential information so so you need to be careful in terms of you know what information you are going to bring in into the hr profile and it has to sort of mirror your source of truth which is your core hcn system so you would need an integration to build that in so let's move on to the next slide so once you have your foundational elements in place you also start thinking in terms of the services that you need to create and services really are you know the benefits assistance uh that you provide to your employees through your hr department uh from a servicenow perspective all services are aligned to a center of excellence and some of you may already be familiar with the center of excellence model which sets up the workflows and and some other considerations in managing the services our centers of excellence map typical organization structure within hr so there's something around payroll as a coe there's something about employee relations as a coe and that's how all the cues are created to build your services we recommend that you work with hr templates and uh if you are not familiar as you can see that some of you've already implemented so i'm assuming you're familiar but uh if you're not familiar so hr templates will help you organize everything together you know in one template in terms of how that service is going to work the various components of that service that will come together to create the kind of workflow that you want to create and of course if you are implementing the portal then which is the employee center then you do need a record producer to initiate that record or the transaction from the employee onto the portal what you see here on the slide at beneficiaries really was an example of one of the services servicenow has a lot of out-of-the-box services available or we can move to the next slide yeah servicenow already has a lot of services available in your instance almost about 54 sample hr services these are ready to be used come with all the configuration elements in terms of what you need to drive that workflow you can use it as it is or you can modify it you can duplicate and modify it for your purposes or you can even create new services if you want to create for those of you who who may not be familiar in terms of what's a good starting point so on a now create you will find a workbook hr services intake workbook that's a good example where you can see the services out of the box that are already available to you and then also you can build your additional requirements utilizing that workbook i'm moving on to the next libraries now how do you define or prioritize which hr services to build uh quite frankly it's it's a business decision like any other what is it that consumes the time of your hr team what is it that hr team is working on or focused uh the most and then of course what is important to your employees what is it that the employees are expecting so those are two good starting points and along with that you figure out that okay what are the different kind of services i have got in the mix now how are they being requested what is the starting point with employees requesting support if things are being done differently in different parts of the organization can i standardize those services as much as possible so these are some of the considerations you need to have in place to say that okay how do i define and prioritize the services that are going to build eventually in the organization so we've spoken about setting the foundation creating the hr services now let's talk about the fulfillment how do those services get delivered servicenow provides two options there is a standard case ui where you have the ability for the agents to go and deliver services or fulfill services but we also have now agent workspace which is available and it's been there for some time and if some of you have not used it we really encourage enabling that plug-in the benefits agent workspace would provide you is that it's really a single pane of glass for the agent to be able to see all the transactions that they're supposed to be working on what you see on your screen here is a snapshot of how an agent in this case roger when they log into agent workspace what do they see so they get complete visibility to the cases etc that they are supposed to work on and also their team is working on so one is the single pane of glass that you get from agent workspace then it also will integrate with your communication channels whether it is email chat phone you can integrate within the same agent workspace and finally there is an agent assist option also where all that the agent needs to do in terms of resolving that case is available through agent assist so some considerations for you to think about that agent workspace is really helpful and that's where servicenow is making a lot of investments going forward so switching to agent workspace would definitely be beneficial in the long run uh moving on to the next slide the hr security we've already spoken about hr data confidentiality and some of the options that servicenow provides in terms of uh building that security for your organization so we control security through rules rules are assigned to individuals groups roles and groups go hand in hand and we usually assign roles and individuals to groups client rules are about who can access the system as a customer or a client whether it is your employee whether it is your alumni or a new hire so so these are some of the security considerations built in and finally you also have coe level security if you want to build additional security within a coe with an hr service delivery so that may be payroll compensation employee relations so you have options of what to make available to whom within coe security moving on the next piece is notifications now notifications really are reminders that are created at various stages of the case when the case is initiated or a case is resolved and they sent using emails three key points that you need to consider for in notifications when do you want to send it who do you want to send it to and what is the content of the notification so three simple considerations you need to plan it out one thing that we will also sort of suggest here is that look at the culture of your organization when you're planning notifications some organizations think uh all notifications are good whereas others want to cut it a little bit and not you know inundate the employees with a lot of emails so think about it out of the box notifications are available and you could use them as it is or modify them for your purposes and uh moving on to the last slide in this segment the reason why we are doing all of this is to get better control or visibility onto our hr operations so that's really where dashboards and reports come in which provide you that kind of visibility out of the box you have dashboards available at executive level at manager level at agent level and then you also have certain out-of-the-box reports available which you can add and modify onto your dashboards so we definitely recommend starting with out-of-the-box dashboards and then evolving as you go along with that let me hand it over to stacy for the next segment thanks sandy now we're going to be moving on to knowledge management which i really get excited about knowledge management it's uh it can really really kind of fast-track your self-service for your employees and as well as help your agents process their cases faster by providing their procedures and some policies that they can see it also knowledge management within servicenow is going to provide a comprehensive set of functionalities that provide creation reuse and measurement of knowledge from different perspectives so we've talked about that knowledge point that employee point of view as well as the hr point of view which is really critical and just like um sandy mentioned with hr case management not all of the knowledge management features need to be configured right away we'll do an overview of those required features and ian's going to give us a demo of some of these as well but the first thing to understand is the knowledge article structure the structure is designed to help employees find relevant information quickly and easily we start at the top with our knowledge bases which allow for grouping of articles for a defined employee population so you may have an a general knowledge base you may have a u.s focused knowledge base it really depends on what parameters you need in place for grouping those articles and then underneath that are your knowledge categories this is going to help you group together common articles to help guide employees think about policies training payroll benefits may be good categories for you to use they can also be used as a search filter as employees are looking for some of that content on the employee center and then you have your knowledge articles which are individual items of content that cover a specific subject such as an faq a policy or a how-to article and within knowledge articles themselves we've got knowledge blocks which are reusable pieces of content that can be added to that knowledge article to display different information based on specific user criteria so u.s employees may see a retirement article but they may have a block in there that is specific to 401k information whereas in the uk they would also see that retirement plan article but theirs would have a block about self-invested personal pension plans you can also link articles to topics within the employee center taxonomy so that content can appear on those topic pages this allows you to either select a single article to display on that content page or you can bulk tag an entire category of articles to a page as well and so you want to stay tuned tomorrow for our session around that taxonomy to help you with some of that guidance one of the approaches that you're or one of the things that you need to think about is the what kind of approach you're going to have to take for your knowledge team so are you going to have a centralized knowledge team that is going to own that end-to-end process from creation to maintenance for all content that would require them to meet with those subject matter experts to gain that understanding of what needs to be created what information they should include in those articles and creating and publishing the articles or we've seen some customers use a decentralized model where they have subject matter expert teams create their own content what that would result in you all have to creating some general guidelines that they would need to follow such as templates processes you may need to include some sort of an approval process so once those smes are done creating their content uh the knowledge team or knowledge managers would need to approve that content before it is published and available to employees and then finally some customers also like to use a hybrid approach where they're using a combination of both of those methods where a centralized team processes content and publishes it as well as your subject matter experts have the ability to do that as well some additional key considerations for you to think about governance is going to be really really key to knowledge uh knowledge is a global process so some of the implications of your decisions may impact other teams that are using knowledge on the platform so be aware of that and ian may point out some of that in the demo we need to make sure that we're supporting those content creators by ensuring solid processes and guidance are in place to enable quality content and then also taxonomy we want to make sure that we're providing those curated experiences to employees by tagging those articles and hr catalog items to topics like benefits pay or time or career development also uh on maintenance you want to promote your content help through regular reviews and divide a process for retiring articles and now we're going to turn it over to eva to demo this product for us okay thanks stacey i appreciate it um i'll make sure to put my my dogs away before this starts as well here but um it uh hard hard to control that sometimes um but anyways i want to thank you for um opportunity to uh demonstrate hr case and knowledge um sandeep and cc really mentioned earlier the foundation of hr case is going to be shared with the rest of the platform so some of the core functionality of the core kind of foundation data is going to be the the users and the locations but we're going to build off of that and extend that to provide additional information and additional security around sensitive hr specific data so as we start with a a user record in this case this would be my admin user and we'll just kind of talk about the differences between the user profile and the hr profile so user profile is going to have some of the just basic information about the person their title the department they work in um you'll have their location you know system preferences like their language that's kind of stored on the user profile and that's available for any application and service now to to look at to see to um to use data from but the hr profile might have things they're a little bit more sensitive so um things like their um their start date could be their position or their you know maybe their pay grade or things of that nature i mean you really want to be careful of what you put in here because you don't want things that are unnecessary but if it's something that you're going to use later on to determine who has visibility to what then it's important that you have that data available usually as said deep mentioned via an integration so your hcm or wherever your source of that data will be will feed the data into servicenow and provide that to be available for case agents and for the system in general to use so as we look at the human resources profile it's a link directly from the user to the profile so they're they're very closely um related i guess you'd say in in that um hhr profile is one to one to a user profile so this will have um again layered information um employment start date employment type are some critical kind of components that we need to have um but you know there could be other things we want to keep if there's data you want to store on on for example gender or is that nature this will go here the key to the profile is that you you're only able to to use data or even see the profile at all if you have specific roles so as an hr fulfiller or an admin hr admin rather you would have a role that's called the profile reader role and profile reader will allow you to see the profile data so other people if you're you know if you're fulfiller and itil for example you would not be able to see this data at all uh so once we have the profile set up and we we have a user we want to provide access to like let's say this is a fulfiller the way that we manage a service is going to be through groups and hr groups are a little bit unique compared to a standard group in that there's a parent relationship you need to have which would be the hr as the parent and this allows for inheritance of roles it also allows for proper filtering so that when you look at it within the case form you have the only relevant groups available for example um so it is recommended to keep this model this is the outer box these are all out of box groups that were part of the demo data so you're welcome to install those and then use them if you'd like or you can just have them as a inspiration if you will and inactivate them and create your own groups um it would be fine either way you can also rename them but as you create a new group you you can give it any name you'd like um you can have a manager and group email and that really goes for um so we use that a lot for um if there needs to be like an approval to add like if you want to add someone to a group and then there needs to be a process associated with that it's nice to have a user um associated with it so you can request things from that person the type for this record is human resources the parent is hr and now this is an assignment group and you see that automatically we have this role inherited here we can also use skills that's kind of a probably a topic for another day but you know skills can be inherited at the group level so the users will be identified so if you have a payroll group for example they can have a payroll skill which will help with case routing and assignment group members can be then modified here and we can add a sample user to this group okay so this is the the um just a general assignment group um but then once with the actual cases when they get created they're going to be based on a service so um the services will be available out of the box there again there's 54 records here i would never expect you to use all of these but it's very easy to inactivate them if they are not relevant for your organization we'll just use them as inspiration um to to build off of and create your own services just going to show like a quick record here so this is a a clone of an out of the box service so you can easily copy out of the box services and um record users and have your own you know flavor added to it but the the configuration that you'll see here um are really this is like the the holding record that contains all the details for your service so it's going to contain um what are what coe is it a part of what is the topic category on top of detail and these are all used for reporting purposes generally and also for for filtering categorization the fulfillment type will determine what types of options you have for this service a manual fulfillment is your most basic kind of the starting point for a service it just means that you'll have the service created and there's really no workflow around it but as you get more advanced there's lots of other options as well including if you have uh lifecycle events and there's so service activities things like that where you can actually add tasks that'll be automatically generated during the process and you can more complicated things like a workflow or a flow where you can then actually have other decisions that might happen whether it be an approval you really you name it there's a lot of functionalities available here i think the key is start with things that are relatively straightforward and a simple process and then once you kind of have understanding of how the system works you can expand it into more complicated workflows so also linked within hr service are the record producer and the hr template so that the template is where you have your default values so for example we may have an assignment group a short description now skills these are all associated with this service so when a case is created with the service these will be applied to the resulting case automatically and we can pick any field off of the hr case table and or any of the extended coe tables and assign a default so if there's for example we want this type of case to always have a high priority that can be then hard coded into the template the record producer is actually the way that your end users will work with or interact with this um the case or the service and that's going to be through the portal generally to the employee center and so the the in this case the record producer is optional you don't have to have a record producer if you want a service that's like what we would call a backend service where it's really for case agents to manage their work perhaps if it's a call-in or an email-based um service that's a request that comes in then you may not have a record user um but for a lot of most of things we're pushing towards obviously are self-service we want to have the record pieces available to allow that that savings and that better employee experience so on the record producer record we have um some some real basic information about about what we're doing the description the short description and then metadata provides you with things that can be searched for in the portal so there's keywords and things that you want to try to help users to find a specific page or a specific record producer then you would include that here and then within this section here you have variables which are the questions that are going to appear on the on the form and you you can actually reuse variables and put them in what's called a variable set so one of the tips i have is if you have like you you when you design these kellogg items have a structure in place that's going to be consistent so if there's you know if you want to allow people to choose like a an open for like or a subject person a lot of times you'll have people that might like a manager wants to open a request on behalf of their employee so you have a standard field that is you know open on behalf of that could be part of a variable set and that way you can just add that to each record producer and have a very consistent look and feel you don't have to recreate it or try to remember exactly what that layout is supposed to look like and you can have that kind of as a a packaged set so we have ui policies and client scripts which are basically allow you to to manipulate the form show and hide fields make them required things of that nature another really powerful function is the available for and not available for and these use a user criteria to determine uh which types of users will be able to see a record on the portal or be able to create it through the through the backend catalog so if you um want to limit them you can add this if you want to be there for everybody you can just leave it blank and then anyone can use it the best way to actually go about creating a catalog item when you first start is going to be through an option called manage hr catalog when you go this route it automatically applies some nice features such as in this record producer you see there's this script here well this doesn't get added automatically unless you create it through manage service catalog you'd have to manually add that script and then you have to have this in order for it to work properly so if we click new kellogg item we can choose you know which coe this is under so we if you want to do a payroll case then we have different categories and details that we can choose from and we can also from here actually create our default values that get added automatically to a template so this will kind of give you that core foundation once you submit this it will create a a service record it will create the template and direct producer as kind of a framework for you then you want to go in of course and actually make modifications to it so uh within once the case gets submitted um the we mentioned earlier the security aspect and that is really a critical part of the hr case process which is within each of the coes there's going to be there could be sense particularly sensitive data because out of the box for default rather if you have an hr fulfiller role then you will see any of the hr cases that are not otherwise restricted so if we if that's that model may not work for all organizations it's very common to see that we were restricted by you must be a member of that assignment group in order to see the actual um case and that's something that could be accomplished through a coe security policy and as just as an example you can show how this would work you would first choose the coe and then you can choose your filters so this could be the assignment group equals x this could be um the sur of this the particular service you can make this as as detailed or as broad as we want to and we can choose the read write permissions that apply to it and this is going to be assigning a a group to it so as i save this record now i can add the groups that will have visibility to this type of case you can create as many of these policies as you need to just keep in mind that if a record if it passes any of these policies then the user will get access so if there's overlapping policies and ones more more broadly provides more broad access then your user will get access you know it's not based on the least restrictions based on you know whatever is the most open so from there i want to just go ahead and quickly show um what the um so once the case is created once you're actually working a case you know really what does the agent get to see and there are several different views that an agent would would have access to when they first log in there's really just like a default landing page which contains items directly assigned to them there are also dashboards that are available so we have the out-of-the-box hr case dashboard which contains like the assignments and some breakdown by category which you can drill into we also have an hr agent dashboard so this provides a little bit different view of things and you know you can utilize performance analytics if you're licensed for that to provide further insight into the cases and their their life cycle so the other way to get uh to view your cases is as same deep mentioned was the hr agent workspace and with the new ui in san diego which i love you have this direct link here to to access the workspace based on your roles so you have a really quick and easy way of getting access to this but so this is configurable but this is the landing page that contains again information about cases and things that are assigned to this user we have various list filters based on coe and other criteria but here is a subject or example case that was created earlier so one of the key things about about the cases for so each service can have its own fields associated with it so if you want to show or hide specific fields by service that's a configurations available on the service record itself we do recommend trying to avoid adding custom fields wherever possible as you start getting the services it's very tempting to say well i really need to know you know we need to be able to pull this information for a report for a dashboard or for you know listview for example of you know who requested this this type of benefit and what it was so it quickly spirals so you have one service that does that now you have next thing you know you have 60 services and they all have four five six fields associated with them and you're not gonna be able to really reuse them very often and you'll find that that causes a performance impact on the system and particularly so if you have specific security rules around each field so if you get into field level instead of the overall record level security performance will take a big impact so be very cautious about that there are other ways we can manage visualizing the data that comes from a record booster for example we can include what's called the variable editor which will allow you to see the variables that were and the questions are answered on the rec producer and not need it to be actually mapped to the case table so that's something you know you talk to uh if you feel like that may be concerned talk to your you know servicenow experts about you know kind of how to how to best manage that um but as you i've seen customers with two or three hundred custom fields and it um you know just makes the experience the performance of the system and the overall experience not as good okay so switching gears here i want to make sure we have a couple minutes left to show um just briefly some knowledge so within the so knowledge is a shared component that is part of it's not hr specific but we do have an hr knowledge base as a general best practice you would typically have two knowledge bases for for hr one for internal knowledge for agents and one for external knowledge that we available for your general population so the the distinction between at a knowledge base level is going to be dependent on some things are mostly around ownership of that information and the process associated with it so in this example this is the the out-of-the-box um general knowledge knowledge base for hr we have an owner who has specific will have specific permissions that they're allowed to do with edit delete things of that nature managers and these will also have additional permissions and then we have the workflows around publishing and retiring out of the box we have a couple different workflows available we have the approval and also an instant so for both publish and retire so this is going to be set at the knowledge base level so you can't say for one specific article i need a publish workflow and it doesn't apply to the other articles it has to apply at the entire knowledge base level so if you had different requirements there then you would want to you'd have to create a separate knowledge base for that so within the knowledge base the other options you have are things like if you want to have you know think features turn on and off at the knowledge base like commenting and so forth you also have permissions which allow you to control who has access to that knowledge base and this is where if you have an internal knowledge base you just make sure that they have the the hr fulfiller role called hr core basic and if they have that knowledge uh role then they'll be able to see the knowledge base and then we can also allow them to contribute so we have a role called kb writer which is by default included with the hr basic role but you can you can remove that and you can apply it apply the role to a specific um subject matter experts if you want to that's something that i recommend is that you kind of limit who can create articles but still allow you know your community of experts to provide information that can then be managed and maintained by um whoever owns the knowledge base and so that um just i'll just really quickly show kind of how the categories work within knowledge so this is uh the back end view of knowledge where we have the ability to um sort by category i won't i don't have time to go into the full portal view of this but it can be very similar depending on how you have it configured but so we have documents available here we can create an article this gives us some tools around searching for duplicates to see if we have a similar article there exists via description of the body of the article and we have some controls around like how long this article is valid to and that is really a best practice is to set an expiration date so that each article is reviewed after a period of time um i i can't tell you how many times i've seen you know articles on you know how to maintain you know windows 95 or something like that you're really out of date information and um really your knowledge base is only as good as the articles you have as part of that so keeping it up to date and um and accurate is really gonna be critical so we can create knowledge and then this goes through the approval workflow and then whoever our approvers or part of the ownership group for that that specific article will be able to then review the article and approve it there's also many other tools we probably have an entire session on knowledge around knowledge blocks and around templates and other ways you can import from word for example and other ways to to you know manage that data and make it look really nice and consistent so you know stacey that is going to wrap up my demonstration so i'm going to hand it back over to you great thank you so much ian appreciate that demo so some of the key takeaways from today's session that we want you to walk away with out of the box features such as that standard case process hr services and notifications can really help speed up your implementation also prioritize the things that your employees are asking for that's going to really generate adoption and make sure that people are getting the services that they need and finally use the data that you're going to gather to determine where to optimize your resources and improve those services to help you on your journey we have also included some implementation resource links for you as well the customer success center is where you're going to find some of those the readiness checklist and some other helpful information now create is going to provide you with some of the implementation guidance especially as you're going through the requirements process and then we've got some really fantastic webinars not only the live on servicenow but we had some previous hr academy sessions that you may want to take a look at that do deep dives into specific features as well and i know that the knowledge session was posted in the chat in addition to that we've got a couple of community forums that may be of interest to you the hr service delivery forum is going to have a lot of information you'll see there's a case and knowledge management section that has some videos and some additional guidance that you may want to look into as well and then a knowledge managers forum to to connect with some of your peers and find out what are they doing uh to make sure their knowledge process is successful and we've got a a part two of this webinar coming up in july on the 27th to learn a little bit more about what is uh included in hr case and knowledge but we want to hear from you so we've got another poll um what features do you want us to go into more detail on during our follow up webinar next month if you don't see one of your choices listed there please type that in the chat and we will take that into consideration as a as a topic for next month's webinar so we'll give you guys just a few moments to filled out the survey this should be a useful input because i think in the previous poll a lot of people said that already on their journey you know next phase so i think it'll be useful for us to know things that are important to you absolutely we want to make sure that you know we're helping you take your implementation to that next level so it looks like a lot of you want to hear about hr profiles and integrations which is a fantastic topic and then we've got some others that are really interested in hr services security and some of those other features such as skills management and fulfillment instructions and checklists as well as we got quite a bit of folks also really interested in the automation workflows so these are some really great thoughts for us for next month so stay tuned um remember to register uh the link has been posted in the chat so that you can easily take care of that registration and then i just wanted to check in we've got a couple minutes left i know one of the questions that we hear a lot sandeep and ian is about how many services should we have uh i i think that's a really hot topic for a lot of customers what's the right number what are your thoughts yeah so so maybe i'll take that one so it's an interesting one because there is really no one size fits all in terms of the number of services you need to start with a couple of considerations around that is that it really depends on the size and complexity of your organization you know what is your footprint at this point in time how many services or or cues you want to focus on at this point in time and that probably will give you some kind of a number if you look back on what we provide out of the box so there are there are 54 services already available out of the box two three of them spread across each of the coes so that gives you a q2 that we are starting with 50 plus anyway out of the box so you know there's no harm in doing more uh i've seen some of the larger organizations having 100 150 plus services based on you know where they have evolved in their hr service delivery and lastly our recommendation when you start is to start small start with 20 25 services when you start with your hr service still be implementation and then based on the feedback you get from your users based on the direction you set for your hr services team you keep building on those you know standard standardizing simplifying and doing more and it sort of links to the theme of the second port also that you're looking more for automation of services creation etc so so just to conclude uh i think start small and then keep building up there's really no one size fits all great thanks sandeep that's great advice and it looks like we are at the top of the hour so we want to thank everyone for joining us today don't forget to register for those upcoming sessions the link was posted to see what all we have available and coming up and have a great rest of your day and happy implementing thanks so much thank you thanks everyone