um welcome welcome to our session on the what the why and the how of employee Journey management and journey designer I am your host moderator LaShonda Hart um and I'm joined by my esteemed colleague Lucent Lucy curing and we're actually from the product management team of employee workflows so we're going to go ahead and get started I have a safe harbor statement legal makes me put this here but in case we talk about any future forward-looking statements please don't make your your decisions based on that but everything that we're sharing with you today is um is is part of our Tokyo release so which has already been been released if we do talk about any futures or just make sure the point goes out to you so as you know we have these live on servicenow events so please be sure to check out um our upcoming events and sign up and register for those and thanks to our team for putting those links out in the chat you can also scan using your your mobile app um camera just to check out our events a few housekeeping items before we go obviously this session is for you um we have muted all lines to start out with we have a lot of content to get through but please please please we want to make it interactive so put your thoughts and chats um in the on the chats and if you do have a question please use the Q a feature um and our team will be monitoring those and answering those for those questions that we cannot answer during this session we'll make sure to follow up with those and include it in the um the follow-up presentation that we post as you see the session is being recorded and we will post that to the servicenow Forum after the session and after the session you will be prompted with a short survey so thank you in advance for completing that your feedback is very very important to us so we're going to start out with a quick poll so we can further get to know our audience we'd like to know are you using lifecycle events and or Journey accelerator to manage your employee trans of Journeys today or I'd like to say transitions as well this can be onboarding off-boarding um transfers promotions any type of complex or cross-departmental um Journeys that your your employees may go through this helps us to understand and obviously the detail that we're going to cover today is with our newest release with Tokyo during designer so it'll be good for us to add a little additional commentary for those that may not be familiar um with with our solution before excellent I see it's a good mix we have a good number of folks that are um that have heard about it but we have a good number that are that have not heard about it so we'd love to tell you a little bit more about it and thanks Mitchell would love to um show you what we have okay so I'll go ahead and end the poll I think we have a good good stuff set there and moving on okay so as I mentioned um my I'm LaShonda Hart on the right hand side I'm the senior staff outbound product manager I'm with servicenow and I support the employee workflows team um across all of our neighborhoods and we'll we'll talk about I should say all of our products around our employee Journey management neighborhood and we'll talk about that a little bit more I'm also joined by my colleague Lucy Kieran who will actually introduce herself um who will give us her actual um who will actually give us the demo today so what is employee Journey management for those that are not familiar when we think about from onboarding to off-boarding and everything in between um that's what we consider employee Journey management we with our solution we provide guidance support and Clarity to employees when it matters most so just think about what those lives those big life events like join a new company there's a lot of things that goes into that in a lot of different departments that have input um into that employee's onboarding Journey so our goal with our employee Journey Management Solutions Suite is to provide guide us not only for the employees but also for the managers um who who are going through that as well so you think about when your people experience these these major changes in their lives and their careers they often look to their managers and their HR business partners and their organization as a whole to provide that guidance and support to them to add Clarity and kind of move them remove the blockers if you will as they're navigating um navigating these life changes so by providing your employees with the right tools to help them move forward with confidence and feel empowered and that there's you know being that they're supportive we believe that you know this is a contributing experience to the overall employee experience and it not only boosts morale but also productivity we have a great quote from Josh person for those that are familiar um he's highly regarded HR um analysts in in the HR industry and he says that employee experience is not just an employee strategy companies with great experience simply outperform in every way so when you take care of your employees they take care of your company I think we can all attest to that that when we feel valued we we're all we're constantly giving that 100 plus percent so with our employee Journey management as I mentioned it helps employees through those navigate those complex processes so you'll be able to help your teams navigate complex processes across the Enterprise and that's the big differentiator with servicenow is that we help the workflow across these multiple departments it's not an onboarding or an off-boarding it's not just an HR it um it doesn't only impact those departments it can impact multiple parts of the organization so with employee Journey management not only are managers able to set up attorneys with tasks and to do's and even suggestions um for their employees across the Enterprise to help Foster that collaboration but it also from a corporate standpoint obviously helps with those those cross-departmental um workflows but employees really benefit from this in moment guidance at the times when it matters most for them so they're not having to go and search for information or try to find support we're proactively giving that to them with our our Journeys so servicenow actually provides Journeys in various ways we have what we call these Enterprise Journeys so these experiences that go beyond HR um we also provide that end-to-end visibility for the manager so they're in for the admins as well so they have full visibility and insight and control over that employee's Journeys and it can also be personalized and that's where the manager's input is highly highly highly valued and needed because the manager is the boots on the ground if you will we do provide pre-configured templates um so if you're not familiar we do have a servicenow store where we have included and built out and delivered what we call these employee experience packs they're basically blueprints where we give you um give you the ability to use these out of the box Journeys test them out in your test environments and decide um if it provides value for your organization but the whole goal is for us to reduce reduce that time and value for you so a few more things when you think about employee Journey management as well it really helps employees navigate those complex moments as I mentioned they work across the Enterprise it automates and monitors those steps for the employees the agents and other system administrators system administrators and systems when you think about it so there may be learning that a new higher needs to to do they may need to go request their corporate card as an example um they need to order equipment our employee Journeys are also personalized and relevant so again we've empowering departments and owners to really drive that functional and team specific parts of the journey and really it's about making it a more personalized experience for your employees lastly you're able to in the flow of work everything as we mentioned will say it's it's in the floor work because you're delivering those experiences in an omnichannel manner so it doesn't matter if it's via desktop on the mobile phone or if employee managers and employees can see those tasks and information wherever they need it so a little bit more about prior to Tokyo so Tokyo is our current release um that has come out prior to this um employee Journey management and I should mention employee Journey management does require the HR Enterprise SKU so um so that we can utilize utilize it but employee Journey management used to consist of life cycle events which are the cross-departmental um workflows that we mentioned as well as giant accelerator which are those manager built action plans there were two separate um tools that we provided and they were supported by what we call listening posts which are basically allows you to have take a pulse as your um your employees are going through this process um take a poll survey to see how they're feeling about that particular um um function or action that they're completing it's also supported by learning posts um where we're able to embed The Learning in their Journey so as a new hire if I need to take a particular learning course and providing that link to the employee through their Journey without having to go to a diff um to go to a different um find where to go in that different system we had that link embed it right in that Journey but what in all of this I mentioned all of that supported by the employee experience packs but what we heard from our customers it wasn't a really good experience for the employees of the managers they were having to go to two different places to actually navigate um to life cycle events and separately to generate accelerator so we wanted to make that um experience a lot more of unified on behalf um for of behalf of the users the managers and the users um and we really wanted to take the opportunity to rethink the user experience for life cycle events and really make it easier for the managers to create these great Journeys for their employees so what you're seeing now is prior to Tokyo and what we've done with Tokyo is we've simply added a wrapper to the top so you'll see here where it says Journeys we're bringing together all of the components of a journey for both managers and employees by creating an end-to-end experience for those employees and with input additional input from organizations departments and managers so now instead of having to go to two different places so the corporate onboarding or the corporate um Journey if you will and having to go to the manager um created during accelerator it can now be combined combined for that unified experience and it's also a unified experience of course for the admins as well so Journeys can not only empower the managers by serving as an engagement tool to help them go beyond competing um various transactions but the managers can easily know that their employees know where their employees are and provide proactive guidance to them and it also helps to drive and fully productivity and engagement by using insights and recommended actions as well as nudges as a part of this journey and you'll see that when Lucy does the demo the employee Journey management features also has as I mentioned those multiple um Solutions so during the demo you'll see where Lucy points out um how learning posts and listening posts can help support your employees as they go throughout those Journeys as well so a couple more before I hand it over so you can see the gym just a few quick facts fast I won't read all of this to you but the few things as I mentioned customers must be on HR um our HR Service delivery Enterprise school to take advantage of Journey designer it is currently available out on the store and in the Utah family release early next year it will be part of the Utah family release for customers that are using life cycle events today we do have some great guidance um with our Journeys migration guide and you'll have the hyperlinks um not only here in the um in the deck but we'll also post those links to the resources later in the presentation but we we really are excited about your um you know thinking about using these to help not only enhance the managers and employees experience but really to to help innovate your organization and help minimize a lot of the complexities that go into these employees Journeys a couple highlights here just um before I give it hand it over to Lucy for Journey designer itself we um as I mentioned created this unified Journey for managers employees and and mentors that um that Lucy will point out and it does consist of life cycle events and Johnny accelerator and then we have The Supporting Cast of learning post and listening post students have that guided set up so you'll see a little bit of the configuration um during the demo you'll also see um if Lucy goes through the demo from a man both from a manager perspective how they're able to to go through that Journey for their employees and lastly employees can absolutely see an overview of their Journeys as well and be guided through that process so with that Lucy I'll hand it over to you awesome thanks LaShonda um hi everyone my name is Lucy Curran I am the product manager over our employee Journey management features um and I'm going to do a demo I'm going to start by kind of showing what this experience looks like for a manager and then I'm going to switch over to the admin side of things and actually show you how you can build out one of these Journeys for your organization um now before I get started I really want to kind of uh clarify a few things um so I'll largely be talking about this new uh Tokyo feature called journey journey designer where we actually are bringing together the the front-end experiences or the employee manager experiences of our two existing products life cycle events and journey accelerator and so to kind of con like you clarify what those two things are and what they should be used for um so the life cycle events uh product is our kind of workflow engine behind any employee Journey so think about your more complex Journeys that require many different parts of the organization to kind of complete activities that are required as a part of that Journey so when you think about onboarding think about all the forms that need to get signed think about the compliance trainings that an employee has to do X Y and Z right life cycle events can be used to facilitate that that workflow and then we layered on Journey accelerator for those uh kind of functional and team specific components of any journey and so Journey accelerator was built to be a little bit more flexible lightweight right so you can kind of add on uh sets of tasks into a journey and you can assign them based on a person's audience or their kind of user criteria so when you think about onboarding again think about those Department level activities that any new hirer needs to do or think about kind of the team specific activities that the manager can then add on top of that and so just want to clarify that um those were built as two different kind of user experiences and now in Tokyo those are combined into one and with that I will switch over to the demo awesome okay so I'm actually logged in as a manager named Bud and Bud is in his you know employees Center here and he's going to navigate uh to this to Journeys here or he can go there from his uh my active items widget um and he's landed directly into this uh Journeys page you can see that he can create a new Journey um but most importantly right now he sees that he has some Journeys that need his attention so he's gonna jump into this one he is a new hire named Roy who's onboarding and he sees that this journey is at risk right so let's see what what uh Bud needs to do here first he can see here that he actually can go ahead and send send a welcome note directly from the journey um so he can actually go ahead and you know send Roy a quick message and there's already a template that's been provided here I'll show you how you can set this up um from the admin side but he can modify it if he needs to or he can go ahead and just send it awesome so that's done um and he can go ahead and kind of work through his next uh next task he needs to complete but I'll kind of scroll down and I'll I'll show you kind of the core of of the journey so this is where the life cycle event and the journey accelerator plan come together right so he has all of these stages here right they can be coming from the life cycle event um and or the journey accelerator action plan down here so this is our our new UI for that for these Journeys going forward okay um he it does have one thing that's overdue so he can click there and he can just go ahead and open this up um and he can you know go ahead and complete it if it's already done awesome um he can also go ahead and add mentors here um so I'm going to ask Adela to be at Roy's mentor and so when I send that then Adela would get a notification that she's been assigned as a mentor she can log into her employee Center and she can see this this journey as well and and modify the journey okay so I'm gonna uh go ahead and edit the journey and as a manager I want to add a new task to this journey um so I can go ahead and go down here and I can start adding new tasks um to this journey specific uh to my team I can create and manage test templates awesome so I have you know a specialist on my team Julio who you know every new hire needs to go and kind of Shadow him and what he does so I'm going to go ahead and just use this template I can make some modifications if I want I'm going to go ahead and add a due date awesome and I can add that task into the journey and when I'm done oh actually I'm going to kind of scroll down here and comment on a few other things um we also have this recommended learning section so this is powered by our learning post application um so you can actually bring learning directly into uh this journey right so I want uh Roy to complete uh some of these trainings that are available to me and I can go ahead and add that course similarly I can actually uh see kind of how satisfied Roy is with his journey so this is powered by listening posts in which you can trigger pulse surveys through the Journey throughout the journey um and so as uh as Roy goes and kind of completes the satisfaction scores um they can be surfaced to the manager and this is a configuration that I'll also kind of touch on additionally I can go ahead and add a quick link if I want to do that for the sake of time I won't do that and I'll go ahead and finish editing awesome um so so this is our Journey's experience um lots lots of different features and and functions in here um so I'm going to go ahead and switch over to our kind of admin side and show you actually how you can build this out um and I can I'll switch back here to kind of you know show you where those those changes are reflected okay great so now I am actually uh logged in to the platform right and I'm actually first going to start off with our guided setup so we have built and provided a guided setup with journey designer that will walk you through the steps of setting up one of these Journeys so I'm going to navigate here and be landed into this landing page we can learn a little bit about uh Journey designer and kind of the dependencies that you'll need to make sure are installed and the rules that come with it but I'll go ahead and get started awesome so I'll point out here that everything in this bucket are the required activities for setting up a journey and then as you move down these are some optional kind of add-on features that you can can layer on as well so things like those quick links and the learning posts and the listening posts personalized message Etc so I'm just gonna currently start uh and setting up this journey and I am actually going to set up a voluntary separation Journey um so we actually on the servicenow store we have an employee experience pack uh for voluntary separation so with that employee experience pack comes a voluntary separation life cycle event and there's an employee experience back for uh the journey accelerator configurations as well so I've actually already installed those into this instance so we have that lifecycle event built out and we have kind of the journey accelerator components built out and I'll show you how you can build the journey with those two two things okay um so first up would be to set up the journey configuration right um and you can get some high level information here on when to use lifecycle events when to use journey accelerator I'm going to go ahead and jump in and I do apologize um they're remodeling a bathroom next door so I hope that it's not too loud okay great so I am going to call this my voluntary separation Journey great um I need to set up a type and I've already set up a few uh types here so this is used this value here is used for reporting um you use filtering right so let's say you have five different types of off-boarding um you can kind of classify them all as uh using this type that will make it easier for filtering searching classifying and things like that and here is where you actually choose that Journey Source right so any Journey can be either just a life cycle event just during the accelerator or it can be both so for this one I'm actually going to show you how you can create the journey using both a lifecycle event and journey accelerator so I'm going to navigate out to my list of available life cycle events and so we'll see here as part of that EX pack there's one for voluntary separation so I'm going to go ahead and embed that here and just a reminder these these life cycle events um there's a lot of documentation available on community and I'll share some more res some I'll share some more resources in case you're completely new to employee Journey management and you need a full background on what lifecycle event is I'll make sure that that of that information is shared but life cycle events allows you to build out those complex workflows behind behind the journey foreign accelerator plan type so again I've already kind of installed some of these or an EX pack into this environment and so we already have this operating plan type that is tied to kind of a set of Journey accelerator templates with tasks embedded in those templates and I'll kind of at once I'm I've set this up I'll kind of switch over and show you what that looks like okay so you can Define the owner here because there's a life cycle event we're going to have the owner of this journey be the opened for on the lifecycle event case and I'm going to give our journey a description for our employees and managers sorry okay great um and now I'm going to switch over to the owner permission so this is where you can Define what a journey owner most likely the employees manager can do on this journey so I showed kind of on the demo how you can the manager can add tasks you can send that personalized message quick links Etc so this is where you can Define what the owner in a mentor can do so for this voluntary separation I'm going to enable the uh the manager to add mentors to edit the journey and do that satisfactions for um they can add recommended learning you can send a personalized message um and then they can actually go ahead and configure the template you can configure the template for that personalized message uh here and so I have one already set up it's a pretty simple kind of email template that you can can link out here and for the mentor um I'm not going to give them any permission for now I think the mentor can see it but but that's it so as an example for this journey I'll leave this as is and I'll press submit and now we have this voluntary separation Journey um set up and it's almost ready to go um I think first I will uh I think the most the first next important step is actually to set up the HR service now for any Journey that contains a life cycle event just like life cycle events today it needs to be Associated to an HR service for triggering right so let's go back um so we've done this part and we'll kind of navigate to create the HR service so hopefully that this you know page looks pretty familiar to most of you but I've already created an HR that's not I spelled voluntarily okay so I've already set up a voluntary separation for Journeys and I will show you you can what you can do if you're using lifecycle events today and you already have an HR service you can just replicate it and make a few small changes so we have this new fulfillment type of Journey foreign this is where you can set up and have it be Associated to a record producer right so that an employee or manager can actually go and request uh for this HR service okay and now I'm going to link that voluntary separation Journey that we just created yep important step I missed you need to create it in the journey designer scope so apologies for that um I created it in the wrong scope so let's make sure we are in the right scope LaShonda are there any questions that I can I can take I know this is a lot but um might be a good time to kind of start answering some things I'll answer them in the chat but there were a couple that I'll re there one one just came in and thanks um Catherine is there any dependencies if the journey type will be customized as well as the life cycle we've been Associated to it so Catherine made me um making much of you can come off um of mute and ask that if I'm reading it correctly is there any dependencies if the journey type will be customized as well as the life cycle we've been Associated to it so are there any dependencies for that Journey titled here yeah hi so yeah actually as I checked or as I saw the configuration thing um I'm thinking about what is the journey type doesn't have the value that we are actually looking for to um to configure the the the uh the requirements as well as the life cycle events which is I believe uh at the back end as as mentioned there are certain workflows that works with it so um given the given the customization is there anything that we need to consider us part or any dependencies that will be covered so that when we do a customized Journey type as well as with the life cycle events we can cover that in our configuration or customization um so so I'll take a start with that and I'm not totally sure hopefully I answer it um so you can create whatever Journey types you need right so that it there's no kind of restrictions with that it's really just a classification record um so so that you can use however you see fit um and then you can kind of associate that to to the journey and pull in whatever life cycle event that you have created um does that answer or is there more to that question so basically when you when you say that you can just create anything um given a customized one how does it impact with regards to the life cycle events because I know that the life cycle life cycle event um has the series of process correctly if I'm wrong and that process will be Associated to the journey that we are actually um creating or let's say building so yeah so given let's say yeah that that particular life cycle event because I'm actually working at the moment with the HR as the um uh requirements and I just want to understand whether you know happy customization uh there will be any restrictions or anything that we need to consider got it so so know the life cycle event will as long as you're using kind of the life cycle of you know you haven't customized YouTube or I guess can yeah customize it too too much then lifecycle events should work exactly as it is today um so for some reason it's uh there we go so before you set up a journey right you know you can you can set up your life cycle event and there's no changes to the life cycle event right um from from this perspective you still need to go in and you need to kind of create this workflow uh from this Builder experience and then once you're done with that you tie that into the journey right and then those tasks get brought into Journey designer right so this journey designer that we're configuring right this is kind of layering on uh so layering on that new Journey like that Journey layer so that we can the employees and the managers when they're employee Center can see the journey um as opposed to navigating to the request page or the my task page to complete their life cycle event generated tasks but the tasks but everything should you know from a life cycle event perspective work as it does today from the back end and that's just the front end that will change okay so basically as what I understood only we can add any activity set applicable to that life cycle events isn't it yeah yeah I mean you add whatever activity sets you need activities um it all should work the exact same as it does split in today's world or pre-tocuro thank you and there is I'll just kind of call out we do have a kind of a migration guide um for our kind of life cycle event customers that'll kind of show you or kind of talk to all the things that you do need to consider if you are using lifecycle events um but you definitely can uh continue to build those out and they will be uh you know very much required and used in this Tokyo feature I saw that we have a handout Lee do you want to kind of ask your question here let me make sure that we can talk to us I just kept getting that Banner saying should raise up your hand so Lee if you um mute yourself you should be able to to speak to us live foreign okay um I will keep on moving forward so I apologies for that a little messed up I uh created the HR service and the journey designer scope um and so now it should be set up correctly and we can update it and now if I navigate back to that Journey that I set up foreign service from here um just go but you'll see that the HR service has been uh related to the Journey configuration now so um just in today's world that HR service you can connect it to a record producer right so employees and managers can request it from the employee Center or it can be triggered that HR service can be triggered from an integration right but but similarly that HR service would need to get triggered and it would trigger the journey as well um and the last thing I'll point out right here is this can be used as a template um this indicates that the manager can actually trigger this journey from their Journeys page um so I'm going to switch back to the uh to Bud's View and show how he can actually trigger one of these Journeys now okay I also point out that uh you know in I completed that that overdue task and uh so no longer does Roy's Journey appear in the journeys that need attention so let's see before you um well go ahead I'll let you finish that part and of course for some reason now the voluntary separation is not showing in uh the created Journey so let's navigate back and make sure I sorry LaShonda was there a question I could go ahead and answer yeah so there's a question from Theresa on with life cycle events to Do's or HR tasks and with Journeys um Journeys are um Journey tasks um well HR Support will be HR Support team be able to see the progress of both in one view or will they need to bounce around to two different tables to see the progress um that's a great question let's actually take a look at that so I'll show you how you can kind of navigate to the journeys um and we can see let's look at the Journey for boy so you can see this kind of high level kind of Journey right and you can link out to the lifecycle event case and the journey journey accelerator action plan [Music] um and you can see uh the ja task and you can dive into the activities but um unfortunately right now there's no kind of overarching progress on the admin side for each Journey um you would need to go and navigate out for the lifecycle event case and the journey accelerator action plan um but that's definitely something to consider moving forward I'll also kind of point out here because I've gotten this question a number of times the state of the journey will depend on the life cycle event case and and or the action plan right um so that the lifecycle event case will close when all of those related activities and tasks are complete but the journey itself will not close until both the ja plan and the lifecycle event case are complete and Lucy while you're hovering there there was a question that came into the chat earlier about mentors so here just pointing out you absolutely can add multiple mentors in a journey as well yes definitely um that kind of brings me to uh I'll kind of show how you can actually modify the um the terminology for mentors right so let's say in your organization you use the term buddy right for onboarding and then maybe for voluntary separation mentor and and you know buddy they don't make much sense right so uh you can configure that terminology um so I'll show you how you can do that um you can use these header configurations so these header configurations are used to define let's go back to our employee Center sorry about that [Music] so if we dive back into this uh this journey here you can Define all the fields that will appear on this journey um and so and you can also Define kind of the the header names here like how these appear to the employee of the manager um and so you can do that by these default heading configurations so you can um you can add new ones right or you can use the default one so I'll just show you quickly how you can uh modify this right so this is these are the fields that would appear for um The Journey owner and you can add new labels so let's say you wanted maybe the employee department on here so you can go to the HR profile oh actually so you can pick from any of these um kind of dot walk to any of these fields here and you can add these um into uh the um looking for the field here so let's do kind of primary job right so you can have the primary job and you can Define what that label is that appears here um if you want to modify the terminology for mentors you can call this buddies and it will update accordingly um throughout the journey page for those employees and the mentors and the uh managers Lucy there's a great question that came in through the Q a is what is the use case of using Journey over using life cycle events great question um so I kind of talked about this at a high level rate that the life cycle event is used for uh you know all the kind of organizational components of a journey so what are all those activities that that must complete as part of that employee's Journey right so um again kind of like all the forms that have to get signed for them to be there day one right making sure they have a desk uh making sure that you know it has set them up with a phone all of those activities that you want to make sure get done um those are great to be put into life into a life cycle event um and then as you think about maybe the next steps within a journey right uh what are those uh more you know Department level activities or those Team level activities or even those activities that are because of uh their their job role right then you can create these Journey accelerator uh plan configurations and so I'll kind of quickly open up one of these and show you how this works um so here we have a sales employee plan configuration it is tied to the audience a sales and it's also tied to that plan type we looked at in the journey um so this one is for new hire but this could be voluntary separation right um and then when you come down here you have uh weeks months and then you know any stages you want and then you can add Journey accelerator task templates um into those stages so this is the data model for Journey accelerator so this is great for again kind of layering on those those activities that maybe are very specific to the department or that more granular uh that more granular roller function for the person um these are much simpler tasks they're not as complex they're easier to manage um and so when you go and you look at um that Journey that we've created um you know these are all of our life cycle event generated stages um so you'll see things like new higher documentation background check those sorts of activities um but we were looking at those kind of week one month one month two activities these are more focused on what does Roy need to do as a part of being in the sales board or what you know he needs to kind of have some goal planning sessions he needs to schedule some one-on-ones maybe he needs to do some Department Level Training you can add learning courses in here as well um and these are kind of controlled at that kind of audience level so I hope I answered yeah let me pause let's see hopefully it answered the question for our Anonymous attendee that posted so there was also a question while you're here um in the chat on so Journey seem like tasks so why set up a journey versus more tasks on the life cycle event is it the fact that the manager can add tasks add the task um from the employee view will they know the difference or have to go to two different places and I think it's very telling where you are now okay hopefully I hopefully we've answered most of those things um again kind of the goal is that you know the employee actually should not should not know where those things are coming from all he knows is that he has an onboarding Journey um you know he has some some learning he needs to do he has some some last minute forms he has to sign things like that right but he has one place to go where he can see all of those things so the goal is to make you know make sure that the the new heart doesn't have to go to two different places to complete two different types of their onboarding um so this that's that is the goal of this this feature to kind of bring those together and kind of add on on some some more features as well excellent we have another couple of questions if you don't mind we see yeah of course so the next one is um our their Journey specific admin role are their Journey specific admin roles where you can delegate the administration of these Journey designers without giving that user the HR admin role so we repeat the question one more time I think I have an answer but I just want to make sure I don't answer the wrong question so are there Journey specific admin roles where you could delegate the administration of these Journey designers without giving that user the HR admin role yeah interesting question um great question so I think what you're talking about is can we kind of enable non-admins to manage some of these Journey templates right so when we talked about that sales onboarding example um you know maybe it's not the admin the admin is probably not the right person to go and manage all of those those templates in the back end right it's the the group in the sales organization that is responsible for that and they should have the ability to kind of manage those templates uh themselves and this is where that kind of I guess uh Safe Harbor slide comes into play because this is something we're working on right now um that's coming in Utah but um again don't base any of your you know purchasing decisions on this but we are uh enabling non-admins to own Journey accelerator plan configurations what that means is that the admin can go and they can assign ownership to that uh that sales onboarding plan configuration that we were talking about like we were looking here um and this contains all the activities or the tasks that are required for sales onboarding but again admins probably not the best person to own this it's probably someone in the sales team um so we are working on kind of creating that that experience that they can assign owners they can assign an approval process as well um if they want to make sure some of that content is approved and then those non-admins can actually manage these tasks from their employee Center so yeah more to come there um and and happy to answer questions offline as well excellent we have a few coming in so now you just addressed this one but so no HR agents are working on the journey case at the back end so you just explained how this meant for a non-admins to manage um but they absolutely if they if they needed to so agents can manage the journey right so um I don't know that I have agent workspace set up here but we have made changes to agent workspace so that when someone an agent is let's say someone calls in about their Journey um you know they have a question on it then that agent will have access to that Journey they can kind of navigate to the life cycle event in the same way they can today or the ja plan if that's where the question is is coming from and they can kind of advise uh the employee as needed from agent workspace excellent continuation from that one um it's a Hot Topic um when all of the activities of the journey cakes or when all of the activities from the journey case or if there's life cycle case linked to this journey are closed will the journey case close automatically as well yes so the the states of the journey are tied to the states of the the plan and the case right so again think about this like there's still kind of the existing same features in the back end with this new layer on top so that that Journey layer on top will kind of that those States will be derived from the Le case and the ja plan so when both of those things have have completed um according to their kind of existing rules then the journey itself will also complete excellent ready for some more sure um so we have a question on how does it ordering requests be visible in the journey in the journey page can the manager view the it order request submitted from life cycle event task here in the journey so rules are kind of same as they are today with life cycle events so if if you are using lifecycle events today and that manager can see that task um then they'll see it in the journey as well so if we if we navigate back uh to what bud can see right um I'm not sure what we have set up in here but he can see that you know this is an HR assigned activity um but if there's something from it and he has access to it then he would see it as an assigned to here um and he would be able to kind of see that so those rules like that like what displays to it to an employee or uh or an open four subject person they remain the same in in the new Germany's world excellent so we have another one about um we we showed how to create a journey planned template for managers to use but what if the manager wants to create a journey using this template but doesn't want to use all of the activities in that template can the manager kind of choose what activities to use so admin sets up the journey template but manager says yeah this person came in at a level three so I don't leave them to go through that particular task that's not able so for our journey accelerator items um there are some things and this is kind of defined on that task level the admin can say if this can be removed or Modified by the manager or not so some things they might want to say nope definitely can't move that that's required but let's say you know this is something that the admin added and I can actually um this one I see this one I can't delete right but if I had the ability to delete it uh it would have a delete task and you can delete it um however yeah so so the answer is it kind of depends on the admin configuration excellent and we have one other one um and I would say from a demo perspective is there anything else we've jumped from demo to q a but this is great because it's for our audience we love the love the interaction um I guess I'll quickly just kind of uh talk to and I won't go in deep but you know there's a lot of other things you can build out here we talked about quick links right so uh you can add quick links that will appear here um you can add recommended learning into that section so again this is using our learning post uh feature and so once you have learning posts set up you can pull anything from the learning post catalog into this journey um and you can also set up those pulse surveys to be triggered from any of the journey accelerator stages or the life cycle event stages um my colleague who owns kind of the listening post functionality that will be writing a blog post on this and and kind of talking more to the configuration of what listening posts and how you can set that up from the journey um and then when you know you've done that you can enable that satisfaction score that we saw here so you can define whether the manager or the owner can can see this or not um so I think that is you know there's a lot here right um there's even probably a few things that I missed um we have a few dashboards as well uh but you know if you have any questions don't you know hesitate to reach out so I think that's probably the you know the most of the demo so I think we can switch back to questions okay but we have quite a few more questions that are coming in so I'll just um before I before we get to answering the additional questions and again if we can't answer them in today's Forum we would absolutely order um answer these and provide it in the follow-up um copy of the slides that we provide to the team to everyone um let's see we do I want to speak to the resources slide really quick so that I can make sure that you get these links again it will be provided afterwards as well but Lucy talked about the migration guide so for our customers that are currently using life cycle events in Journey accelerator we have a very detailed migration guide that we've published in our product documentations but there's a link um to that there are other resources as well such as the journey accelerator Academy session where we previously went through the configuration of Journey accelerator um there's also um lifecycle event blog posts that are out there um and lastly there's now create success packed for Journeys as well um so we'll we'll have all those those links out to you um but again love the interaction I think I'll just um I think we have time for a couple of more questions and again we'll even ones we can't get to will will answer later um there was a question about can managers at ad tasks or notes to multiple employees at once or do you still have to go and add them um to each individual Journey so as an example if I have five interns that are starting next month and she wants them all to get those those ad hoc tasks assigned to them yeah great question unfortunately right now no that is something that's on our radar though so um I will ask uh Anna if if you could either shoot me an email about that or if you want to go ahead and submit something on the ideas portal that would also be really helpful but definitely something on our radar as a need so appreciate you bringing that up excellent so this question can we tailor and add some pictures to make it look more warm and lovely absolutely so uh you can so there's a few places you can add images or there's one place you can actually add an image from that configuration you can add kind of like you can add an image to that uh to that specific Journey configuration um so that's kind of the image that would appear in the header with any with any Journey um outside of that no nothing super out of the box if you have any ideas um also would love to hear that and see where you would like to see a little bit more of that Warmness so open to open your thoughts on that absolutely can you see the next one there can the journey accelerator be used to Divine HR services that has requirements of optional tasks Purge geography so I'll try and answer that question so so the journey accelerator actually does not need to be is not associated to an age of service right now so um the journey is if it has a life cycle event but Journey accelerator can definitely be used for geography so let's say that you're looking at let's go back to the onboarding example and there are a few sets of optional tasks for different countries right maybe Brazil has a set of optional tasks you can absolutely use during accelerator that's a great use for Journey accelerator to kind of build out a you know a template rather for uh those Brazil level optional tasks that will get added to any new you know any Brazil new hires journey and then they can work through those right but it's not necessarily related to an HR service so hopefully that answers that yes and I know we have a minute left so I think the final two questions will make sure to include um in the session but we want to thank everyone for um for joining us um if you have any questions as Lisa mentioned if you have those ideas because we we love to hear um the ideas please submit those um via the ideas portal but also you can send any questions that you have to our lighting service now at servicenow.com but I know we have a survey that we wanted to um to post for the team um so if you don't mind answering those for us those quick questions so thank you everyone for your time and your participation we really enjoyed the the engagement and the interactive nature and collaboration we hope you enjoyed it and found out some good information and for those that aren't using um our Journeys today we we hope that it entits you to learn more about it we'd have to be happy to speak with you more about it