all right I think we're going to go ahead and get started um welcome to to speaking of getting started welcome to getting started with HR Service delivery uh this is a live on servicenow webinar we do several of these um every month um on different topics my uh my area is the employee workflows which includes HR Service delivery um as well as some other products and uh and we're always again happy to have you here we'll be sharing some more about the live on servicenow webinar series toward the end of this deck we'll make sure that you have the ability to go see previous recordings as well as register for future sessions foreign first thing we want to talk about is the Safe Harbor notice we may discuss things that will happen or may or may not happen in the future so this is no guarantee that everything we discuss is on our roadmap so we just want to make sure that you're aware of that and we we make no promises but we always do our best and I think we do a pretty good job yeah so there are more and more webinars and what we call customer meetups that we do the webinars or these Series where we broadcast out to a large group the webinar are the customer meetups tend to be a much smaller group where we do a q a uh sort of a few to one kind of thing with our subject matter experts so uh please sign up for future sessions and and see what's of interest to you some housekeeping yeah please stay on mute um you know we want to make sure that everyone hears everything we we have to say today um there is a q a toward the end of the session but feel free to ask your questions in the using the Q a panel at any time throughout the session um always feel free to introduce yourself when asking the question this session will be recorded and will be posted on our servicenow community so you can always refer back to it and then you'll also receive a short survey we always like to hear feedback how valuable was this for you and uh and uh lee you are on mute right now um so we we do that as part of our part of our setup um so yeah so please fill out that survey and let us know how we did today I'm joined thankfully I'm Rue Adams I'm the outbound product manager for uh employee workflows and my focus is customer engagement I'm joined by two of the smartest people I know on these topics so I have uh pujagupta here from our unified employee experience she's an expert in all things employees Center as well as as well as content experiences so I'm happy to have her here to answer your questions and then Michael Sheridan our principal product success architect with our hrsd product success team is also here I don't know if anyone knows more about hrsd than Michael but he he's he's kind of a humble guy so he may not agree with me but I'm happy to have both of them here supporting our agenda we'll talk about implementing hrsd we'll talk about resources we'll talk about elements and we'll talk about the employee experience um again White Pages here and then we'll have some q a throughout this session we'll talk about the resources that we have available uh leading practices and considerations for you as you start to plan deploy and operate Your hrsd solution so we'll kick off with a poll question um what is the most used feature of hrsd within your organization since this is a getting started session you may not have anything that you're using today if you're not then what are you thinking about using so case management Knowledge Management employee center now mobile all the above other um it would be great to to kind of see where everyone is at all right a lot of votes for case management um all of the above like it it's also high on the on the rating and employee Center which we'll talk about employee Center and and how much I love it and why I love it um awesome awesome yeah feel free to to keep answering those those poll questions excellent yeah so all uh case management and all of the above definitely employee Center yes um Knowledge Management I was a knowledge manager I'll talk a little bit about the value of Knowledge Management as well um really happy to to see these results um thank you for for sharing in the poll all right moving right along yeah so um the session we're doing today is based on an article that we've published in the in the servicenow community called uh the HR Service delivery welcome guide so if you go to community you find hrsd and the navigation will drop down um you click on the on sort of the first tile the getting started tile and you'll end up with a link to this article everything we share today most of what we share today I think um the links the resources are linked from this article so you'll always have this as a place to go and and get this information and navigate to it foreign how to implement hrsd so we create success Maps there's one here for Employee Service delivery and it kind of walks you through all the steps everything from what skills you're going to need how to plan the project how to run your organizational change management as well as as well as things more specific like you know setting up your hrsd professional or Enterprise solution and what and what software to consider or what next applications and capabilities to consider so we have these success Maps definitely refer to it it's very useful um the recommended sequence so yeah so our now create team has has done this awesome uh document called the uh the hrsd recommended implementation sequence it actually takes you from sort of these core applications that we're talking about today all the way up to some of our more advanced applications and how you can build sort of from the foundation all the way up to to a very robust solution um using you know machine learning and artificial intelligence um and predictive uh predictive intelligence so so um this is a great document to reference as you're starting to make your plan for what features and functionalities you're going to bring online and when um I refer to this quite frequently I I think it's very useful and it gives a great road map to uh to companies who are starting to implement their hrsd so what can hrsd do for your organization well we're going to talk about two features uh the first is case in Knowledge Management um obviously standardizing your documentation um and in in both how you fulfill uh employee requests as well as helping employees self-help or self-serve um it is sort of key to your success and then the employee Center Pro solution is an employee portal cross-departmental has a lot of Engagement for the employees really helps them easily find and request services that they need so that's where we'll be focused primarily today um and we'll talk about some additional considerations around these these products well what else makes a successful hrsd um implementation so HR profiles the data that you have about your employees um obviously as you start to think about targeting information to them you might want to set up HR criteria and have an audience so all employees in Germany would see information specific to them and employees in Singapore find information specific to Singapore and and employees in you know North America find North American and so on so the the HR profiles are are critical um to really building that that sort of more personalized experience the Coe tables and the HR Services creates a nice data model by which you can classify things like the cases that you receive so when you look at your at your reports and you say you know what what are the what are the cases that we're getting the most of right that we need to go either look at the knowledge or look at how we provide those services having having a classification system for those cases and having HR Services assigned is a great way to sort of know where to focus and where to make improvements uh then you have HR agent workspace this will be the area where your agents actually come in and and work on those cases where they can engage answer questions um and resolve those issues HR role security and access um obviously we you don't want everyone to have access to every single case maybe you have employee relations cases and you're going to have a specific group of of agents who can work on those cases who can do investigations this is always a great place to um to to to have a a plan around who can access what who can do what who can create knowledge um so um definitely want to spend some time with role security and access dashboards and Reporting this is obviously you know uh where you can start to look at those opportunities what can we do faster better um you know what needs Improvement how are we performing against maybe our baseline or against our targets so dashboards and Reporting are a great core feature of hrsd and then integration so we're talking earlier about those HR profiles and having information about your employees oftentimes the Integrations to let's say an HCM system would be core in in setting that up so start with case and knowledge um some of the highlights of these two systems um I'm kind of combining them and kind of not so um obviously you have a centralized HR agent workspace um where your agents can go they have a dashboard they can look at you know how many cases are Beyond an SLA what are the new cases that have been assigned they can actually click through and work that case or transfer that case to someone else so it will be a it will be a good uh you know good experience for them relevant information can be easily shared so you definitely have some opportunities with the knowledge base to create both articles for your caseworkers on how to resolve certain cases as well as you have the opportunity to create knowledge articles for your employees so they can self-help or self-serve uh you have the dashboards um which can help you see you know what's trending what needs to be resolved and then um you can protect your employee privacy so um things like you know case confidentiality um can be maintained uh HR Service delivery is a scoped app which means that some data can be shared and some data can be restricted because you don't want someone with you know let's say I.T privileges to see confidential HR cases so high level on case management you know in this in this instance we have Harry who's a an agent he's seeing his his snapshot his dashboard uh he sees that you know there are three slas at risk he has one high priority case um he sees all the cases uh listed on his dashboard and the first uh uh one of those uh all cases is a payroll discrepancy um that he notices for for Emily and so he clicks on that tile and it actually opens up the payroll discrepancy case in the in the agent workspace now now Harry can go through and work the case and help Emily resolve her her issue um you know he can start the work he can finish the case he can communicate back and forth with with Emily through this through this agent workspace so so again high level these are some some core capabilities of that of that case management um and helping your helping your caseworkers and your agents know like what what what's on their docket what can they be focused on what should they be focused on and helping them get that work done from Knowledge Management um you can set up like you have an HR admin role they can set up a you know they can set up their own knowledge base each knowledge base has uh different uh different properties that can be changed such as you know do we automatically expire these articles after a certain period of time uh and then force force updates right so you don't want your your articles to grow stale you want to make sure that they're that they're up to date up to speed um so clicking on the HR uh Human Resources knowledge base I come up with uh the list of all the Articles and these are sorted by by a taxonomy um using the Coes uh Coe terms so there's a benefit section of an FAQ section there's a payroll section and so on um so depending on which Coes you're using you can align all of the all of the knowledge for those for those sections for those Coes within your knowledge base and then obviously you have a an actual article down here in the lower right which is structured this one is structured as an FAQ just letting people know like what are the basic parental leave policies I'm a big fan of knowledge and actionable knowledge I tend to want to put links both at the top and at the bottom of a long article to say basically hey if you're going to request a parental leave click this link maybe that you have a form or a workflow that kicks off or maybe you have a tool where you're where you request those leads make it make it actionable make it useful for the employees so they're not looking for a link or trying to find like okay now that I know all this information where do I go next again just something to consider how do we want the employees to engage with our information how do we want to structure it I'm a big fan of knowledge templates and having some consistency there and then later we'll talk a little bit about you know how do I structure a team around the the employee Center portal how do I structure a team around knowledge and then here's a nice employee relations dashboard this is uh kind of the out of the box version of it um you can see the open cases open cases that are past SLA um all of these are are configurable you can change this dashboard you can add additional data points um but this gives you some idea of now you can look through and see things you know and then clicking on these files will actually take you to maybe that list of 144 open cases that you can then go start to work talk a little bit about HR roles and security here's a snapshot of of the HR roles and security that I have in my demo instance you can see that we have an HR Group and within the HR Group we then break it down into things like who are the who are the employee relations investigators right because even within your HR team there are probably different folks who have access to highly confidential cases you want to make sure that they have their access and other HR workers don't have access to see those cases uh and then you can have your talent management your benefits and your other Coes can all have their own um own groups and own level of access HR Services we mentioned earlier as well you can create new HR Services here's a list that comes out of the box um right so 401k and and accommodation requests and and benefits inquiries and and all the other payroll inquiries so you can have a list of HR services this is how you generally classify those cases as they come in and this can also help you determine who needs to work those cases right so you may have agents who are specialists in things like payroll you want them to work the payroll cases you'll be able to see that as when those cases come in and they're assigned the the HR service and again you can add or modify or remove HR services so there's a lot of flexibility here I'm just like there is with groups prior you can add or remove groups or change their permissions employee Center so employee Center is that sort of One-Stop shop one place to go ideally for your employees to engage with with certainly with HR but employee Center is also cross departmental so a number of our uh customers are already using it for HR and IT and then starting to add other services like our workplace product or and Facilities or safe workplace um so others other catalog items other knowledge items can also be included on that same employee Center portal uh really uh trying to get a more connected experience and not forcing employees to go to multiple places or if they don't know where to go forcing them into one one place and one channel and then they find out that that's not the place where they need to ask this question right and then lastly you want to keep your employees updated around company news and events many of you may be approaching sort of open enrollment season you know this is a great place to communicate that they're probably year-end events coming up around things like annual reimbursements and then in the US I know right after the the turn of the year you have to start focusing on your tax season so the employee Center is a great place to sort of communicate out to all of those employees like what's happening what's next what's due when it's due and you can do that with targeted campaigns so again those U.S employees get all the tax information that is relevant to them but employees in other countries don't see that employee Center Pro it's really the destination this is the portal so I was a customer a few years ago we built our own custom portal because we didn't have employee Center this is the portal that I wanted to design and build we've got a pretty decent rendering a pretty decent uh employee portal but this was the one that I would have taken out of the box and just deployed out to my to my company so so really happy to see the employee Center that's now available and the capabilities that it has things like the the targeted information uh the campaigns one place to go catalog items to make a request knowledge upcoming events this is this is really kind of the the place that it all comes together for your employees this is where they would do their tiers what we call tier zero engagement right this is where they're getting that basic information that they need um and hopefully not needing to open a case and then there's um uh you know the the mega menu and the topics that are on the mega menu um from the home page as well as accessible from other pages on the on the employee Center and really getting you down into those those uh deeper levels of information right so in this example you start off on the home page you click the mega menu um you select it you go to in this case the I the dynamic topic page which is in which for it which lists uh knowledge articles and catalog items for employees to make requests they make a they click the I need information about about a new laptop and they get to the content page that gives them information about the Apple map MacBook Pro um similarly you can have a dynamic topic page for things like benefits and then they could choose a benefit like hey I need to uh I need to get information about the uh Dental benefit and then you would have an HR uh knowledge article about dental benefits and how to sign up and they can they can then go sign up for that benefit so a lot of flexibility here um really works from like a homepage experience down into a very specific topic area and then down further into into the information that they need at that moment and then we have these uh targeted actionable Communications so this is our content experiences um where you can really have employees learn information that's relevant to them at that moment have a call to action that clicks them into more information if there's a if there's a go do or a to do they can get it here get that communication and complete it if there's just information about the company and events happening at the company maybe you want them to participate in in all hands um maybe there are holiday parties that you want to communicate you can Target those Communications and you can get those campaigns launched to your employees all right so again using the targeting capability maybe there's a special event happening in Europe or or um over in Asia and you want those employees to get the message but other employees won't because they're not part of that that targeted group um they have their own their own Communications that they need so again think about like what are the opportunities I have to communicate out to employees as we go through sort of our annual cycles of of you know both HR specific information as well as general employee information and then earlier we showed you the success map for uh Employee Service delivery here's the success map for employee Center again it's based on that same sort of General structure that is but gets done into the specific details around how to be successful setting up your employee Center I'm gonna pause here um Michael I'd see you've raised your hand um yeah I just want to chime in a bit because this is a good step to where when you're going to implement employee Center Pro where there's some type of governance because remember we we talked about the unification so we're we're you know dealing with it HR maybe facilities uh things of you know other organization or other business units on the same portal so there has to be that governance rather than being more HR Centric I.T Centric so as you get started it's important it's an important element of success is to have that governance to where there's that overlying um you know uh um Authority that is going to say well this is for the benefit of the organization so I just want to chime in because as I work with customers as they implement this is an important key that is missed and then often you know a customer is live and then it's more of a regression you know we should have um so just keep that in mind make sure that there's a strong governor governance around the unification of employee Center Pro so you could start off on the right foot so thanks Ruth yeah thanks Michael yeah that's a great call out I know one of our customers um uh recently told us that you know they brought together their I.T and their HR um in the same employee Center Pro uh instance actually I think they were on Enterprise employee Center Enterprise instance and um they said you know for them the biggest challenge was the fact that it agents and HR agents processed cases differently and their intake was slightly different so they had to make sure that their that their shared portal sort of recognize the differences and and made sure that the the IT team got what they needed to process cases and and service requests and the HR also got what they needed and were able to process service requests so that governance was a core uh was a core uh component of theirs implementation as well um yeah so employee Center academies um one of the things I want to make sure none of you miss is the fact that we have employee Center academies these happen monthly um the next one is tomorrow so if you have an opportunity to uh to join that session um it would be great it's about service catalog and knowledge experiences on employee Center uh these happen again every month um Puja leads most of these sessions they're great sessions they really help drive down into um you know what you can do with employee Center how you can measure your success so so definitely I'm promoting um these these sessions specifically I think they'll be very useful for you um poll question number two so after the presentation we've just done and you've heard a little bit about these different aspects of of hrsd um what are you considering implementing and and this one won't pop up this is just uh if you have a thought about what you're trying to do or what you want to do please put it in the chat well you're doing that I'm gonna continue moving but yeah let us let us know if there's some specific feature um and again keep those questions coming through the Q a panel uh yeah features of hrsd and employee Center um so so again uh just uh coming back to this a centralized agent workspace um improves self-service for your employees centralized knowledge um for all all of your employees this could include agents managers um your ICS your individual contributors could be uh targeted knowledge for your Executives as well so um you know having having a place for all knowledge is is a good thing uh securing your employee data um especially confidential data um as well as just data around you know how much and you know things like you know uh payroll or um you know levels um always a good idea to secure that employee data and then having reports and dashboards um both the ones that come out of the box as well as the ones you can build so um I'm a big fan of sort of building my own um because you know there may be things I'm trying to do and I I need that insight to make the right decisions and then employee Center Pro the curated experience with the unified taxonomy Mega menu and the topic pages so you can really get employees into specific information um and then the content experiences and having those targeted campaigns uh this you know one of the biggest challenges is making sure the content that you present because usually there's too much content um it's it's a challenge to make sure that that content that you present is relevant to that employee so having hearing the content experiences and the targeted campaigns and Communications really make sure employees are getting the information they need specifically for their own daily work life uh and then integration capabilities such as the SSO app launcher we didn't talk about that earlier um but you know having uh having an ability to launch other tools and applications I'm using the SSO app launcher from employee Center without having your employees need to log in again or or you know have to go try to find that right tool to complete their task and then Enterprise search um it's great having uh having a a good search capability so employees can really find the information and and services they need um so so I definitely um that that improved search is really useful for for employees and then I want to talk a little bit about managing the hrsd project we tend to to you know talk about the features quite a bit but we don't always uh talk about some of those leading practices around managing the project um I've been through a few of these hrsd projects myself both as a customer and as a consultant and I know that there are a lot of decisions that need to get made um now to build on your success and and get you to a a run state in the near future so you know knowing what your business outcomes are is probably the first step what are you really trying to do are you are you trying to build an omni Channel mobile experience because you have a lot of deskless workers maybe there are folks in the factory or in other facilities who who don't have access to a desktop and need help so you're focused on on having a mobile experience and and maybe doing the the employee Center Mobile maybe you have a need to get your employee experience and your agent experience solved because your agents are are combing through you know an email inbox for all the cases that are coming in I I was part of that uh in the past and that was a real challenge for for our agents who are trying to work cases out of it out of a shared inbox how much self-help and self-service you know do you do you want employees to be able to do um you know can they can they do things themselves so they don't need that agent support um so that may be one of your business outcomes and then uh you know I just got this quote and and thought it was good if you don't know where you're going then how do you know when you've arrived um so so again think about your business outcomes think about where you're going and how you're going to get there and how these applications can help you get to that get to that sort of end state that you want um your scope you know what are your kpis are you are you doing a you know multi-function unified uh portal um are you thinking about Universal request which is one of our features um because you might have cases that need to be handed off between like an onboarding case and it needs to be handed off between HR and IT or HR and Facilities because you need to provision a workspace so that having like you know knowing what your what your scope is um maybe there are other capabilities like the virtual agent capability that you want to bring online um you know so you have to think about what is that scope what are you trying to accomplish and then in what order are you trying to accomplish it um then you you've also got things like you know what are your current processes maybe they're not the processes you want but they're the ones that you have getting those documented and knowing what they are and then being able to to build workflows and and improve workflows um over time is is is critical uh and then what are your kpis right are you are you trying to to do um you know case avoidance case deflection or are you trying to get um you know a faster time to resolution so again think about those you know what is your scope and what are your kpis for measuring your success um having a rollout plan uh over here in the third column you know um who does the project work so you know who who's going to get this do you have a specific Target group that you're going to roll this out to First are you going to roll it out globally all at the same time um uh how deep are you going right are you doing are you looking at your most frequently asked questions and building knowledge around those or are you trying to build knowledge around everything um and then you know are you bringing together all your knowledge and all your services or are you targeting again high volume cases first and then who's doing the work right is it going to be a partner um are you going to engage you know we have our servicenow expert Services um or you're going to self-deploy and if you self-deploy um do you have the skills to do that so again these are considerations that you need to make as you're as you're starting to work on your plan for deploying hrsd um getting the skills so again earlier we're talking about the the get started document there are links to all of these certifications but we have a few certifications that we that we definitely highlight to our to our new hrsd customers there is an HR Human Resources implementation certification there's the servicenow administration certification and an application developer certification as well um so if you're if you're looking to do some of your own apps or build on top of what we provide you can have that certification um uh we did a lot of sort of community developer um uh uh work in my old organization and it was really useful to to be able to build um kind of the employee experiences that we wanted to build so having having these skills and and taking these certifications certainly uh takes your business a step ahead and I would recommend this even if you're having a partner or expert services do the work having this Foundation is good for your core Team all right the folks who are going to be involved with with hrsd or with employee Center should definitely have some skills here and then you've got to deploy this and manage it right so oftentimes the project seems to end with the we've released something we've released the new employee Center Pro we've got some knowledge articles we've got service catalog but that's that's not where the work ends right you have to basically have to run this on a daily basis you're going to get feedback and there are going to be improvements that you can make so you definitely want to think about what is our deployment plan and how we're going to manage in the future so starting in that left-hand corner you know I I'm a big fan of deploying um the the solution that I want in sub production you know working through my use cases doing the testing um you know testing out my configurations getting a few users into the system so they can test out the process and then and then training right you're going to need to train your agents on how to use the agent workspace you're going to need to train maybe you want to do some Communications to your employees about how things will change so so definitely that's sort of early on in that in that deployment phase um and then you know who's going to get your access in the middle column um you know what's your minimum lovable product we like to say um you know what's what are the things that are going to make the employees want to use um the the you know the HR Service delivery in the employee Center Pro um are they going to be doing it because they really like um you know the experiences you built for them or is it just another tool that they have to use because there's no other way I always like to say you know what what are the things that they're trying to do what are the intents and are we building to make sure that those intents are met and then the last one is you know management operations plan you know how will you respond to the feedback that you get or you see a high volume of cases what is your plan for maybe changing the the catalog item or improving the knowledge and then you know what are those next opportunities what are those next features that you might want to roll out you know are you thinking about rolling out a virtual agent are you going from a desktop experience to a to a mobile experience are you doing Universal requests what you know there are other capabilities that you can bring online as you mature and and so you should be thinking about like what is the company roadmap where are you seeing the opportunities and and I think having followed this um from sort of the the what should we be doing and what are our goals all the way through the how are we going to keep this thing operational and measure our success um is kind of a nice a nice flow through that through that project foreign other poll question so um quickly do you feel that this webinar has helped you explore features that can be beneficial to your organizational efficiency okay so I'm just going to say I personally am pretty happy to hear that uh that we're getting more yeses than no's um so I I do appreciate that you know we want to make sure that you're getting what you need so um so uh so if you do have something that you think uh you wanted us to cover that we didn't cover um please you can put that in chat or you can ask the question in the Q a panel um to make sure that you get the information that you want all right so uh 21 yeses and and one no um yeah definitely let us know um we we want to know what uh what we've uh you know where where are there gaps because these sessions should be designed to help you um find what you need and do what you need a social and Knowledge Management planning through deployment including governance um oh yeah Merlin thank you for for adding that uh there are some Knowledge Management configurations uh we'll take this under advisement and make sure that we uh that we think about something like a uh like a best practice knowledge maybe a knowledge best practices session um where we can talk about things like the uh you know how to plan how to design a knowledge template um you know how to govern your knowledge um I think that would be a great session to have so thank you for for adding that and then uh process optimization on case management uh that's another great one um so you know those are those are good definitely you know send us that feedback um we'll be looking at doing more of these sessions in the future and and you know based on your feedback we'll we'll look at those as topics to to go after so yeah so a lot of yeses uh one know um but very happy that uh and anyone else who has thoughts around topics that they'd like to see uh in the future um please let us know now we're going to go to another poll question which is um uh pull question number four can we pull up uh pull question number four sorry uh three three popped up for me um which is do you feel that this webinar has helped you prepare to plan your deployment um so I'm seeing uh mostly yeses and a couple no's um would love to you know again let us know what your what you're hearing or seeing um or what you need and we'll look at how how we can get more information for you um here in just a moment we'll go through the Q a uh and and hopefully you'll get some more information there as well hey okay so a few no's um always good to know what we can do better so let us let us know in the chat if there's something that uh that you still have a question about or you're not getting an answer that you that you think you need but we definitely want to give you you know the best practices share the resources with you share some of our insights and and hopefully help you move forward all right so uh yeah so related uh live and servicenow and Academy sessions sorry folks um related Levin Source now and Academy sessions um you know we have a number of these obviously uh you can go to the link um for HR Service delivery events um either filter for past recorded sessions or upcoming events uh to register for hrsd or employee Center sessions as well as other topics um so definitely take advantage of the of this series um there's more information coming and then the hrsd community we have a community site we have the hrsd community um where you can go out and find information um this uh this uh session will be linked from there as well as information around getting started configuring optimizing and doing more as you can see from the screenshot but there is a there is a community for hrsd there's also a community for our employee Center product so definitely go out to the community at servicenow.com and and take a look at what information is out there and available to you as well you can ask questions of both your peers partners and HR and um and servicenow HR subject matter experts who are participating in that community okay so here's our q a session I'm going to throw it over to Michael um Michael if you want to chime in with any good questions that you'd like to share with the broader group thanks thanks Ruth so there were some questions that came up during the session but certainly ask any questions um at this point as well from the audience but the first question we were on the HR Group slide and the question is do these HR groups have a profile that allows them to access certain aspects of the solution um the question is yes and that's you know role-based access so each of these HR groups have roles that are applied so some are inherited but long story short is that each of the HR groups have a a role that's applied that role gives them access to different areas of the application which is all part of a sculpt application so one of the questions I had queued up was around that you know what is the scope the application and for those that aren't very familiar um it's role-based access within this scoped application and just think of the instance as a home and each of the rooms is a different application or scoped application that you can access but you can only get in that door if you have the key so just think of HR Human Resources Service delivery being one of those rooms that you can only get in if you have that key that key being one of the HR roles we also just to add to this question we also have what we call the Coe or the Coe security policies that allow you to give access or restrict access based on that group membership so we see this a lot with employee relations that only employee relations groups can see those employee relations cases that's done by leveraging the out-of-box functionality using the roles or the RBA the role-based access and the Coe security policy so again no code Solutions in order to meet your use Case by leveraging those out of box roles of the second question that came up um was around licensing for employee Center Pro so the question was do you need the Enterprise license for employee Center Pro um and this is a question really you should you should ask your account representative but in just in general the employee Center Pro is a uh entitlement that you have with the Enterprise or with the professional skus of HR Service delivery there was one additional question before um before or any additional questions come in we'll address those um there's a function of delegated development in HR Service delivery and really on the instance itself and there were uh the question is how can delegated development work in HR Service delivery so delegated development is a way for us to give additional permissions for configuration and some scripting type functions within HR Service delivery so you may have a group lead that you want to be able to create assignment rules or you want to be able create um you know some HR specific function or record within that function you could grant them delegated development in order to give that additional um permission to do those type of functions so again delegated development is is a great uh utility to use within HR Service delivery to help normalize some of the those HR functions so it's not just your HR admin that has to do all of the configuration some that may be at a group level um so those are the questions that came up in the in the chat I'll I'll go through some that were answered um just so we we have this as a recorded session just so we uh we could have this for those individuals as well um so one of the questions was that around licensing so the question was I noticed that HR Service delivery um prod counts the number of HR profile records as the number of subscription usage there are employee and contractors and other users um on the HR profile the question is is um how not to populate contractors into HR profile and is there any impact not to use the contractors on HR profile records so to answer that question um customers typically like with our our out-of-box Integrations they'll extend those conditions to only pull employees so exclude contractors contingent workers so then we're not creating HR profiles to keep you in compliance with your employee license um I think a note to add to this is that um when I create a case I and I look up a user I may I by core functionality I'm looking at the HR profile if not found I'm also looking at the CIS user um the issue there where you have to take into consideration is that I can create a case by somebody that's in the the sys user table um once I create that case it's going to automatically create an HR profile for that individual regardless if they were employee or contractor so those are the type of things that you have to consider if you're going to pull only employees but have contractors in your sys user so again just more of a tip and trick um because we see some customers that will have HR profiles created and you know they've excluded contractors within their HR or their HCM feed so keep those things in consideration as you go to configure your integration with your hcms to only pull employee these so those are the questions that that I think came up in the chat or we we uh we you know pasted to go or to answer live so um I'll give it back to you with five minutes to spare yeah thanks Michael um yeah I just saw um uh Merlin uh you put a question in here or an ask that said can you share kpis from customers that have implemented case and knowledge and I think that's a very timely uh timely question because I'm actually working on a an article that I'm going to be publishing in community around measuring success all right so that will be probably in the next couple weeks there will be an article in the HR Service delivery Community Forum uh uh that we'll talk about different ways to measure your success using case and knowledge so it's coming it's coming and there are there are actually existing um articles out there that that in bits and pieces talk about things like you know measuring case deflection I know one of our one of our peers has published an article out there that that's pretty pretty useful um that I'll also be referencing but uh but yes we'll have something out there and then the questions around Knowledge Management deployment through governance and then the you know process optimization with case management I know that there's there's more content uh coming in in those areas as well and we'll look at whether um you know we can we can pull together some more uh live on servicenow webinars to cover some of those topics and uh or create content out on community for you um so with that I'm going to say thank you to everyone thank you for joining us um it was great to have you here and and to be able to present to you today and we definitely look forward to hearing from you more down the road goodbye