so good morning good evening good afternoon to wherever you are in this world a very very happy New Year and a very warm welcome to 2023 with our first Academy session for employee Center if this is the first time that you're attending I just want to set some expectations on what this um Academy sessions are about first these are sessions that we have designed for you this is your time with the product team to ask your questions interact we have topic every month um and that's that's the scope of the discussion for that meeting but please use this time to ask whatever question that you may have we don't want to treat this as a presentation this is not a webinar definitely not a webinar it is it is something that we want to use as a discussion and a place where we will be showcasing the product life as much as possible um and we will be doing some live configurations we are very open to open an instance and actually walk you through if you have questions on how something gets done and this is a monthly series Once you register you register for all of these so for those who are attending It For the First Time next month you will see a reminder coming in your inbox talking about our next session which is going to be on February 15th so a thumb rule around this every third Wednesday is when we have an employee Center Academy always at the same time 9 A.M Pacific um and and we have um an event created on employee center community to talk about what the topic for the month will be in terms of logistics please use the chat for what we have been using it so far just Chit Chat to just have your comments just to talk about um like engaging with people around the globe but for actual questions please use the Q a panel um our presenters and panelists are monitoring the Q a panel and that's where your questions will get answered um or live we are not monitoring the chat for Q a and don't worry about taking notes please use this time to just absorb and learn we will have the slides we will have the recording available to you um the recording can be accessed via YouTube as well as via employee center community the employee Center Community page on it and it takes about a week before all of these material can be processed and uploaded into these platforms so please be patient um within a week you will see a recording for this posted out now before we get started one more thing we have shared some resources via chat um but we also want to highlight that some of the places where you should keep track of as you are dealing with employee Center and working on it one is employee center community we have a lot of good content on employee Center already on community everything from frequently asked questions to implementation guides to um to this best practices um we have a lot of different things that we post on community and in 2023 we plan to expand it quite a lot um including demos on on just the Community page we have a training employee Center Essentials which is absolutely um helpful especially if you're new to employee centered and you're trying to understand what are the different capabilities how do I work with it um this is this is really helpful um I highly recommend this for your team who is going to work on employee Center on day in and day out then last but not the least we have the now create resources if you're implementing employee Center on your own these are very helpful and then we have the YouTube playlist which you can use to access all the employee Center related events that we have been doing via community so it's either the live on service now webinars or or the Center Academy all of those will be present on YouTube so great bunch of resources all of these you will find links to these you will find on the chat right now so our topic for today we are going to talk we're going to start our 2023 session with a very interesting topic portal governance I'm sure as you are thinking about deploying employee Center not just for one department but for like more than one Department how do you govern it how do you organize your team what are the important things to think about are are really on top of your mind um so for those of you don't know me I'm one of the speakers in this session today my name is Puja Gupta I'm an outbound product manager with the employee experience team in um in service now and I am joined by Artie Sheppard who is uh who owns who's the product manager for our internal portal uh we call it the employee portal at service now and she'll be sharing um um how they like how within service now we cover the portal do you want to say hi to everyone yeah hey uh hello everybody Happy New Year to you and I'm really looking forward to chat more on this topic it's really important and uh would love to share what we have learned and would like to help you guys as well okay looking forward to talking to you thanks arthi so here's how we will um spend the rest of the time today first we will start by just some high level overview of what is Portal governance so what um what are the different things to be considered within it um what are some of the basic guidelines or best practices that we have and then we will dive deep into um the capabilities that we have been investing in as a product uh within employee Center to help you build the governance model in your organization or choose whatever governance model you want it to be so uh we'll talk I'll give you a quick overview of those capabilities and then for the bulk of the time we will spend uh just talking to RT and um and Artie will be sharing us sharing with us um how how they are governing the employee portal so hopefully this is an interesting agenda and let's get started so what is Portal governance and and the term governance I know can be confusing for many people like is it management is it governance the way we Define governance here is is essentially it's the structure in which you make decisions about how your experience on the portal is managed um and the experience is essentially what capabilities to invest in what does your home page look like what should your browse experience be what your search experience be what are the click what should become a micro site what should become an article these are all experience related decisions um it's about how you're making those decisions secondly it's about how you are defining your taxonomy so there are decisions that you need to make whether let's say or text you choose that your taxonomy is ithr org chart or like how we ship out of box with employee Center or let's say you choose it to be something different which is more about me my work you need help or something like that so how do you define what that taxonomy is there's a decision that needs to be made around that and then around content management um everything from catalog items to knowledge articles defining audiences for it Communications that are made across the portal whether it's on home page on a portal or a topic page localization of content there are all these different things that need that one need to decide on on how we are going to approach it what are what our strategy is um who owns it who has the decision right the structure that you're following for this is what we are defining as portal governments foreign to just keep posting your questions or like you know raising your hand I'll be very happy to um address any questions while going now when it comes to employee Center and when we think about reported governance for employee Center one of the main thing that is important to keep in mind is that you need a central team and this is especially true for organizations who are building a multi-department portal on employee Center um let's say it is it HR um two two big stakeholders you need a central body who is thinking not from an I.T perspective not from an HR perspective not from any other department perspective but is thinking about what is the experience that we are providing from an employee perspective what what an employee is getting as they are dealing with the organization irrespective of you know who they are working with ithr or anyone else so you really need a central team and that's one of the biggest takeaways that we have that you should have as part of this meeting is irrespective of which organization you are you need to start thinking about building a central team for your employee Center now how much that Central team owns how much they delegate out depends on what your organizations operate operating principles are our preferences are and you should expect that to also change as you are doing more or with the portal when RT will talk you will you will hear from her that that it's been a journey like governance model getting to the governance model of where what works for them has been a journey um they didn't start where they are today and they're not going to stay where they are today in over the next couple of years so um it's a journey and as you are doing more with the portal what you are delegating out who you are delegating out what is centralized keeps changing foreign what we have seen working for most organizations is a Federated model so it's like if if the central team owns everything it becomes too much for uh the central team to own and it becomes a lot of ad hoc work for the Departments to get even small little changes through the central team and and uh we have we have seen that most organizations do not like that approach instead the approach that has been working um for most organizations and you may not be among those um that's okay is that the central team is defining the guidelines it is it is acting like the central body that is like governing all the other departments and the other departments do own pieces of the portal which they have the freedom to make changes in to like to to make their own um and and have and play around with however they want to offer services to their customers having said that the central team must own a few things because these are the things that cannot be departmental Centric and and need to be more employee facing um first is homepage design and maintenance you want the home page to be very much uh how an employee would want it to be so like um you you need the central team to figure out how an employee is searching for different um different content and design the home page accordingly should not be an ID homepage it should not be an HR homepage it should be your organization's location and that same principle needs to be applied in all other places as well so as the central team is working on the home page they should be coming up with design principles and branding guidelines that if they're delegating out uh the other pages to other departments they they share it with them and teach them the top level taxonomy topics is something that the central team must Define of course in tandem with other departments and taxonomy owners but ownership should be the central team the browse and the search experience these are again things which are not necessarily departmental specific so the central team must own and drive portal analytics as you are as you are building this whole Enterprise level experience um analyzing it looking at usage looking at where people are spending time where other gaps what what how the funnels are working all of that is something that they should be somewhere in the central team to own and drive and last but not the least employee Center or any other portal is actually not a project it's not something you create and you forget about it it's a product and it it needs to be maintained like that you need to have a vision of where you are going with your portal you need to have a roadmap associated with um what are the new capabilities that you're going to adopt and when um what are the issues that you're facing and how are you going to resolve that um what what the desired capabilities whether you're going to build it or you're going to like um wait for what we have from servicenow all of that is product management around the portal and it is something the central team must own um a lot of time this is owned along with the platform team which kind of brings me who who who is the central team where like where do we get it from and we have seen different organizations have different approach for it um you would see how we are doing in within service now but I've also seen that you know the servicenow platform team or the servicenow center of excellence kind of takes ownership of this um that's also one approach it could be a central governance body which is what we have in internally where different stakeholders come and like represent the body um so that's that's definitely there I'm gonna do one more slide and then I'll pause for some questions that I'm I'm seeing in the Q a panel and then we'll go further so what are the personas in the central team versus the local team and I have local team in codes because this local theme could be a regional team if you are building like a global portal or it could also be a departmental team um so essentially um the central team if you would look at the personas that I have listed over you are pretty much in line with like um what what are the core capabilities that uh what are the core thinks that the central team must own so you need a product manager you need a taxonomist you need a ux designer and a ux researcher data analyst content author especially if you're thinking about Communications and tech support I'm not going to go too much in detail for like how all of these are like what are the responsibilities because I think it's kind of obvious but if there's any question on that please let me know on the Q a panel um but these are essentially what we think are critical roles that a central team must have the local team on the other hand should would essentially be the the content provider so-called authors catalog contributors and if you are delegating topic management to those local teams then you would have topic owners um if if the local team has rights to create their own design for the topics then you would need a ux designer over there or that team would need to work more closely with the central theme Services would typically be owned by the local teams and you we don't expect that model to change it all so it's not that the central team will own all of that unless you are investing in Enterprise service model and like if you have a completely different approach okay so I'm gonna pause for questions here and then dive into EC capabilities um the first question I see is Will Federated model work if you don't have EC Pro I I think yes because all the capabilities like there are capabilities that um I'll talk about which will allow you to become Federated in how you do content management and like taxonomy management and even experience design um this is essentially delegation of like topic pages and I'll talk about it so yes you can have the Federated model uh the next question I'm seeing is has an elective evolved to capture visit and usage data on topic level not just a page on the portal um Louise it's a good question I think we still have we can do a topic level but I think you might not be able to do on an individual topic level and I'll have to double check on that and we when so after every session we captured FAQs and we put it on the Community page and I'll make sure we have a concrete answer to this okay uh okay um cool so I'm going to go forward so um the first capability that I want to talk about and this is uh this is a newer one that came out um um I think in August and the good thing about this is that irrespective whether you're an EC or DC Pro you can you can think about how you are delegating ownership of different pieces within within employee Center so what we have done is you we allow the taxonomy admins to Define taxonomy managers at a topic level so let's say I am in the central team and I own the entire taxonomy I can Define um individual a who sits in it to own the I.T topic and this person will essentially have the entire rights of adding topics moving different topics um updating topic details changing the template that is assigned on the topics um defining who would be the topic contributors who will um like knowledge contributors and catalog contributors what content should be tagged on this so everything that needs to be done at a topic level this topic manager can do and this this particular capability was you know we we brought this in because uh ultimately when we were hearing organizations uh struggle um with deploying employee Center one of the areas that they were struggling with was that um departments did not want to lose the Authority or ownership that they had in their own portals and they were hesitant uh there were some hesitants working with a single central body to you know do even smaller changes with this approach the central team is essentially delegating out the management of the entire topics to the to the Departments and the Departments will pretty much can pretty much treat their topic Pages as their own own website and like their own portal because they'll have the right to change the look and feel for it they have the right to like change um what topics are underneath it what content is associated in it and of course they are doing this in the defined guidelines for Branding for auto design that the central team has done so in fact they get a lot of support from the uh the central teams any questions on this okay the second one yes uh Helen these are deployed these are already shipped as part of our August store release so um this capability is available so the next one is let's say let's say you don't want to assign topic managers but you do want to you do want the communication that is made on those topics to be assigned to someone else and let's say you know you have you're taking a Federated model just for communications so the communication team owns the communications on the home page but the IT team owns the communications paid on the it for topic page or HR owns the communications made on the HR topic page and they want to retain control so HR the the owners that have been assigned for HR are the only ones who can you know uh you can post content over there a great example is specialized topics like benefits travel and policy there are typically people who are more familiar with it and they are the only ones who can post content on it so with this capability that I'm showcasing over here you can actually delegate content publishing for a topic um like um and and only those who have been assigned the content manager ownership for that topic are the ones who can post contact and by content over here I essentially mean the the communication content it's basically the banners that you see on top so this is an easy Pro related capability could I request everyone to please post your questions it's hard to follow with questions on the chat thank you foreign the third capability that I want to highlight this is this is what might be beneficial if you're having a more centralized model um or or if you are looking for something that needs to go on the home page and you have to work with the central team for it um or let's say you are someone who is who doesn't have the ownership for adding uh content in a particular page and you want to work with the communication team so this is essentially an end-to-end workflow for requesting content and again communication content to be posted on the portal um it starts from the very left screenshot over here so the top left at the very back it starts with a request item on the portal so we actually have a request item shipped out of box that any employee could use who have been given access to that item to request a company communication to be posted on the portal and they can add all the details who the audience is for this communication need to be what's the start date what's the end date where do they want this communication to be posted what content they wanted to be included and and so on all in that Bond and that format actually goes to the content authors who can then work with the with our Content Library interface um and and design it they have all the capabilities that we have for the top 10 Library interface and uh um translated design it edit it and send it back to the author for review and the author can actually um not the author the requester you can actually review it give feedback and then work back and forth um and then you know post the content out so we have this entire workflow shift to make it easy to request Communications to be made on the portal and like the communications teams really like this because in the absence of this most Communications will be requests were being handled via email okay uh we have an announcement to this which is coming in February so I just wanted to highlight that um both the content authors and the requester will be able to add additional approvers for a Content communication that is being requested to be made on the portal and other channels so this really helps to make sure the right Communications is being made um on the portal foreign this is all I had I'll keep answering the questions that are on Q a panel but would like to hand it over to Artie to give a real life example of how the the whole governance system that we have been talking about Works in practice at the over to you thank you Puja thank you so much and hi again everybody so before I dive into how are we doing it internally within service now I just wanted to give you a a brief context so we are customer zero we are called ourselves as customer zero for our own products so what we get to see is uh the products a little early then what uh you all get and this is where we give the feedback this is where we try to do the experimentation so we are very strategic partners with our product theme and that's why we call us ourselves as customer zero this is uh this is uh this is one thing I wanted to really call out second thing is within service now we do not have any intranet our EC Pro uh our employee Center is our version of intranet and in all true sense it is the multi-department portal uh all our enterprise-wide services are being available the content is being available on the portal so it's really the go-to place for our employees because we do not have any other alternative and and because people are liking it it's not just we are forcing it but yeah like we have a great uh satisfaction rate we have good set of solvent all that thing and third and most important thing is servicenows it especially is very strategically positioned so as I said like in addition to be a customer zero uh there is Art of possibility we try it on the platform so we experiment a bit on the platform uh on the employee Center and see if uh and use it as a better version right really see what employees are seeing and then again with the close product partnership we we try to bring it to you guys as well so these are the two three important aspect I wanted to share it with you that who we are in true sense with our product team and how do we drink our own champagne so next slide please so what I'm gonna do is today I'm gonna give you a brief background around uh how the home page experience uh what is the governance model around it and then what is our content governance around catalogs request knowledge and topic pages and all that excuse me but uh on the home page also uh there are uh two smaller buckets of the home page one is the ongoing employee Communications content and then there are some strategic capabilities uh which we bring as a part of you know a homepage experience so I'll uh I'll talk about both of these so next slide please so uh home page again uh first and foremost thing is uh I know one size uh doesn't fit all but fundamentally you need to plan what are the principles of having the employee Center uh in your organization what principles you want to adapt uh when you go live with employee Center or when you already have the employee Center it is a very important thing why because it is it it will give you the flexibility that who takes the ownership how do you delegate that governance model and where do you need your Executives to back you up so first in in our scenario I think um we wanted this to be available and relevant for our entire Global employee base there are certain contexts uh content types where you need to make them Dynamic you make you need to keep them updated refreshed because that's the way where people are coming and trying to stay updated with the Enterprise by its comms and all that uh in order to keep that content fresh engaging and all that that promotes the engagement of your employees to be on the employee Center and it also has the business impact as we we have seen this business impact firsthand uh during our during the pandemic days as well as how we transition during the hybrid Workforce I think it was very very critical and then fundamentally it also gives sets a tone for all our employees that what is service dance purpose what are our priorities what is our culture and so on so forth and then brand is something you know we all associate uh associate ourselves with it so these are certain principles which we have adopted you may uh cherry pick from here or you may have completely unique set of principles uh what works for you and your employees so I think yeah it's worth investing uh time and efforts in hashing out these principles um once this has been done how we are having that especially uh for the Strategic capabilities what are we doing exactly so when we have these new capabilities art of possible on platform uh I think we then involve our RCI RC suite comes together uh in the form of steering committee in the form of governance model whatever you want to label it out the the alignment happens at that level and trust me it is so smoother uh once the alignments happen do they get involved in every uh small or medium-sized project probably not but they're they're their execs are there to review the value of what we are bringing to the portal and then how it is going to simplify the life for our employees so basically cease the alignment happens at the c-suite level and then what you would see over here is uh here for the sake of example I have in world three four major players over here so we have our HR team and then so HR business function when I say HR team it means the HR business function then we have product team uh uh the the people who are building and shipping the uh employee Center to you guys we have employee Communications team these people are very important in setting up that purpose and culture and then it needs to be sprinkled all around the portal it's not just that we enable one banner and that's it but the comms team is there to you know sprinkle who we are throughout our employee um Global employees and then it is again very strategically positioned over here so it is owning the internal version of our employee Center but IIT also has a very strong ux team internally and that that is where they uh shake hands with the brand Team to set the tone the uh the look and feel and so on so forth but at the same time uh within it we have the teams who are dedicatedly engaging with our workplace Services team our legal team and then if needed we also give the uh the tech support to that so again as I said like I when I meet with our customers especially on the employee Center Pro I think the department-centric portals and then how do you truly unify them I I think that it the alignment starts at the sea suite and then everybody rallies and all right and they all they come along as one team no matter which business function you belong to it's your project and then how this is how it has been done so basically uh you can pick and choose what departments you want to bring along in your first implementation and then those right team members can be coming in together and making those strategic and operational decisions both and how I'll I'll give you a sneak peek into how the process happens in our scenario so uh in our world of service now so Puja next slide please so this is how the process happens all the intake uh it comes formally we use our demand management we use our demands uh to to to submit what is the value proposition behind in maybe or building this uh this is very important I think this is the first important thing what we did and then our execs and then the demand goes through the process it goes through the review and then if and there is a lot of tough questioning happens around that uh during those demand conversations before that gets approved and once that gets approved we have as I said like it has a dedicated team of uh user research and user experience so uh the research happens usually we try to uh get thoughts and inputs and uh feedback from our employees spread across the globe so that's the user research team shares the feedback and based on that we evaluate like hey are we trying to solve the right problems um is this something going to add value to our employees and once that has been done then the alignment all the board members uh that is where they see that they they align themselves when they see a value to it based on that a prototyping or uh the design markups as well as the prototypes gets created and then again the governance board uh review them uh before it gets uh completely implemented uh so this is this is the model We are following uh we are on that Journey again as Puja mentioned we have started on this journey we are on this Journeys we need to find in fine tune ourselves we will be iterating ourselves based on uh where we see the inefficiencies or discussionalities but right now this is the model and everybody is equally you know participating in this particular process no Department feels like oh um are we left out or how mentioned that are we losing a control do we uh so everything is done in an employee-centric way rather than a department-centric way and that's where these uh governance board members play The crucial role next slide please vision uh before I uh go to the next slide uh please type in your questions in your q a and happy to answer uh if you have any and Puja please feel free to uh servicenow Team please feel free to chime in if there are any relevant question which can be answered on the spot as we are on that context now what you have seen in the previous slide is more you know how each and every uh initiative or enablement or a new build is being reviewed but then there is another component to it as I said to boost the engagement to keep the content fresh and all uh you need a dedicated team you need to keep your banners your announcements your events your news everything up to date so that your employees stay relevant and they uh they are aware of what is happening not that they get to know after the facts so here in service now our employee Communications team has taken a pivotal rule so what they do is all the announcement banners what you see on and I'll show you in a in just a moment but uh the announcement banners is something it's it's a no code platform uh you might have seen the product content experience product so it's a completely no code capability or constant they are completely managing it they they have the in-tech process and what they do is they have a they keep a tab on pay uh what are the comms planned from the HR side what are the comms planned from the um workplace Services side so they have a Cadence around uh to to touch base with all our department functions or business functions and then they have a calendar around it and based on that they create the content and they keep it updated so October November at very typical uh your benefits enrollment session happens so the banners get updated accordingly they have the employee Communications team have the calendar whose Banners are coming uh well and so there is there is a lot of process which is and ownership which has been done and they keep the banners updated and what happens when they are doing the front end of it when they are taking the owner business ownership of all these uh keeping the content fresh I there is an I.T team behind the scenes who are helping them with the any any kind of a technical issues they are facing with sometimes the audience criteria uh it is a bit complex uh how do you define the audience basis and all that maybe a new country has gotten added and their data is yet to come then how do we create an audience for that those kind of corner cases so that's where it team comes uh very supportive uh and they take the technical ownership help with the upgrades and all that so this is the ongoing thing uh more in your organization probably try something like have a dedicated team who can who are who is responsible for keeping the content fresh they have their characters they have the content writers and this takes off a lot of Burden from the IT team as well next slide please now let's switch the gears because this is what we have seen on home page uh homepage governance and then employee comes uh governance how do you keep the content fresh and all now we'll switch the gears how I think the most important thing happens is uh people are coming to seek enterprise-wide services to sync the information in in terms of knowledge based articles and topic pages and all that so how do we take care of this content management uh within service now and as Puja mentioned in our scenario it is a hybrid of both there is a central team who oversees the thing but then overall content management is pretty Federated model so next slide please yeah again we have defined the principles how we want this um content governance uh what are the key things right again as I said like when when employees see something um it's not that uh this is coming from the facilities department or this is coming from HR department they see it the content which is more relevant for them which they can relate to it rather than Department could relate to it so uh all the categorization and everything is very employee centered behind the scenes Department own uh their own content but when employee sees it it is for them and that's the conscious decision which has been made and uh we do invest time in training the content managers um and then uh we also keep an audit of like hey this particular article is not being read in six months what have happened or this catalog item has been hardly used uh is it a good candidate to retiring our sun setting those kind of usage driven decisions also happen next slide please so here in the Federated model again you will see it is in this central place but at the same time it is uh it is panning out so there are two things one is uh individual business function or department they manage their own content because they are the subject matter expertise the legal team they know what what what is absolutely needed for employees to be aware of nobody else can write the Articles um without understanding the domain knowledge so in so all these business functions they they manage their own content and then they have the regional content team supporting them so if you see over here so for example HR benefits and uh employee leave policy and so on so forth uh we have a central team uh which sits in the US but then apj email where Regulatory and compliance Norms are different stringent than their Regional uh pillars they create the content and they make sure that the content is everybody all the employees spread across the Globes they have access to their content so it is it is radiating outwards same thing is uh they can as I said they can have multiple teams how the governments uh they have at least in our case it is very well set the Cadence is there the team ownership is there and all that and what happens is when the major content intake let's assume that you need to have a brand new topic page and then topic admins come into the picture content managers come into the picture and they see that is there a value to this is it gonna have a right reach and impact or is it just uh you know we are just doing it for the sake of having the content so these kind of conscious decisions are made uh at the at the central team or the governance Team level and again as previously mentioned IIT is always there to support all these business functions in terms of technical issues resolving these issues build complex workflows um if if bachelor's delivery is needed for your laptop and all that and if third party is FedEx and everything is involved in that case then it team uh jumps into I uh to help uh that we help the business functions with the upgrades and even content creation right sometimes the brand there is the team is brand new everybody is new new to the service now then it also enables them in creating the content and all that uh so that they are equipped to manage their own content so these are uh the few things I wanted to cover uh how we do it within service now uh again I'll pause here for any questions and then uh it's it's open to you all Let's uh thanks Aditi there are like a lot of open questions some of them are like not necessary just for how we are doing but in general let me just start with those okay first is how like uh there is a question around um we are talking about having experienced governance model um and and you know how that is governed could that be part of the coei operating in governance model um I guess given VR service now we don't have a servicenow center of excellence right so I I I'll give my opinion and as you feel free to chime in so answer is yes we have like especially those organizations who have a really strong Center of Excellence um for service now having the center of excellence own the portal um especially the driving the employee experience piece of it is is extremely helpful in fact it gives immediate value uh for for the center of excellence it's a way to for the center of excellence to show immediate value of having them be there so Nick the answer to your question is definitely yes if you have a center of excellence and Innovation you you should try to tie in the central team for portal governance especially experience governance with that team yeah yeah that helps and then uh it it it brings everybody on board and then the communication wise and everything everything everybody is being updated so it's very effective Nick thanks um thanks so this question that another question that just came in I think is is more suitable for you um it says if your hrst module is managed by your hris function how does it integrate so it all depends on uh how hris function how how you're equipped in our scenario what happens is uh let's assume you want to enable the journey accelerators right so all the business requirements so there is a business product manager who is there they will tell us like how uh sorry what needs to be built how does Journey accelerators can be mapped in our scenario what what are the use cases and so on so forth but then it comes in when where the actual enablement happens uh the configurations the back-end workflows are tweaked so this is a close so we have the business function and the it uh together our business functions do not have any developers or any servicenow ex you know experts they have more business product managers and then it comes in supporting them I don't know in your scenario how is your hris team is equipped if they have the development capabilities and um everybody is uh service now you know they know the platform very well then you probably do not need that kind of a backup be thanks Aditi the other question that came up is also a good one it says we're talking about topic admins and content managers are these roles going to be different from the knowledge managers and knowledge base owners and and how do these rules converge so I'll give my opinion again and then sorry now please chime in um from a product perspective they need not be the same role there are some complications that come in if they're not the same people um one is let's say you have one person assigned to be the topic admin and someone else and the topic admin let's say is part of a central team and you have knowledge manager assigned who owns knowledge basis and this is very true for organizations who have a lot of knowledge spaces as well you don't want 10 people to be assigned as topic admins you want probably just one but you may have 10 knowledge bases that are leading into that topic so in these scenarios it becomes difficult for the topic admin to know when there are changes coming in the knowledge base unless the the knowledge managers or knowledge owners are proactively engaging with the topic admin to let them know and this often doesn't happen so one thing that we have added and it's coming in our February store release is um on the topic page itself you can associate the knowledge categories within a knowledge base that feed into the topic um and the topic admin can actually see what new content has been created or changed within that knowledge category and then put over the topic content the content that they think is relevant for the topic so these people don't necessarily have to speak with each other unless there is a problem so in smaller organizations we expect these roles to converge in bigger organizations depending on like number of knowledge basis these will likely be different people and we are building capabilities in the product to make it more easy for them to you know be aware of each other's working foreign to clarify the answer that I gave you would still associate content to a topic but um in at the back end you can also build some sort of relationship with a category in the topic so when you were doing a bulk quote from a category there was no relationship that was maintained now you can maintain a relationship the connection is still with the content but you can review what all has been updated in a given category and pull the content within the topic so um when the February release is out you will be able to review it and see it but essentially you're still connecting the content and just have a relationship associated with categories so you can review what new content has been created Ross is asking is there a preview of overview of what will be released in the February store release um not publicly at the moment um but we will have a Blog that gets posted on servicenow community which will give a full review of what uh the first the February store release contains and it contains a lot of interesting things related to taxonomy management and topics so just to give you a heads up thank you um okay let's see there are a couple of questions which are asking about service now to sorry uh service portal to employee Center migration um we have quite a bit of content uh on this topic on employee center community so given it's a little out of scope from this topic I'm going to defer it to um defer it to community and if there are any follow-ups please please reach out to us and we'll respond but that's a question that you can address by our community okay so there's a question around if there's an article that gets updated to a that is assigned to a topic and the article gets updated how do you keep this in sync so that gets automatically updated so ultimately the latest version of that article is what gets associated with that topic um so it's not a specific version that is attached to the topic unless you're creating a new article which needs to be tagged for the new articles the capability that I was talking about in my previous answer is what will be applicable so you can review the new article that has been created and added to the topic there's a question around that there are multiple scoped applications for employee Center and it is difficult to track changes so should we should we make changes in prod or make changes in non-prod and track it and as an update set well the generic guideline for any of these is that you should make changes in a non-production environment and track it as an update set having said that the content associations is what is not captured in an update set so the content Association needs to be made in prod and that is essentially because the non-prodden broad environments typically do not have the same content so Gabriela is asking how is new content assigned to a category today it needs to be manually assigned today the content creator needs to say that this this topic this content needs to go in a particular topic if they miss doing that then that content is not associated with the topic that's the reason why the new capability that we are we are shipping the topic owner the topic admin can review what are the new content and Associated even if the content author did not do that what are the Autobox reporting and analytics capabilities to measure success of content and Communications so there's a lot that we have with user experience analytics we also have a lot of content analytics and you can tie it with Google analytics as well um we will um in the interest of time I'm going to defer you to product talks on this but search for user experience analytics as well as content Analytics all right so we're up on time and I'm I can see there are a few more questions that we haven't answered but uh we will get back to you uh with a written answer please reach uh go back to the employee Center Community page and the event page associated with product uh with portrait governance and we will have an FAQ posted on that um thank you arti for uh leading the session today um and uh very very happy New Year to you all I hope you enjoyed uh this session thank you thank you