assignment rules in hrsd servicenow

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• HR Service Delivery

HR Service Delivery, Employee service center

ServiceNow HRSD

In many company HR spends time on repetitive work like responding to email, chat, excel to communicate with employee cases. Also there is lack of centralized service catalog which employees can use to raise case.

So here ServiceNow HRSD helps HR professional and employees by automating routine tasks and helps HR to deliver services to employee in timely manner.

In service Now we have below modules

HR case Managment

After a ‘HR request’ is submitted via the HR Catalog, an HR application in ServiceNow is used to fulfill those requests. HR Case Management is the collection of all cases.

HR cases hold the details of HR requests, such as requests for information, and HR processes, such as onboarding. Users can submit HR cases through the HR Service Portal, the HR Catalog, or manually with the new button.

Example HR request

An employee named Able wants to find out about the company’s leave policy. He wants to discuss work from home policy.

-Able submits an HR request asking about company’s leave policy and requesting a meeting to discuss work from home policy.

-An HR case is created and assigned to an HR agent, such as a specialist or generalist, based on assignment rules.

-The HR agent processes the HR case, creating two HR tasks for this two-part request. Each task is assigned to the user who can process it.

-When all the tasks are completed, the HR case is closed.

HR Integration

HR administaration

In the HR Administration application, we can configure the HR Applications.

-Surveys - Configure the HR surveys like Satisfaction and exit surveys

-Knowledge - Add and publish KB Articles

-Document Templates - Manage templates

-COE Configuration.

HR Dashboards & Reports

Life Cycle events

How HR data is secured?

HR related data is sensitive and should be visible to the particular employee and HR department only. For this reason HRSD have different scope other than Global scope

Below are important points on HR module security

1.Platform Admin (without HR role) if impersonates as HR Admin or user with HR role then he/she cannot view HR cases, grant roles or view HR profile information of an employee.

2.Platform HR Admin cannot change password of any user with a scoped HR role.

3.Platform Admins cannot grant themselves or other scoped HR roles.

What the HR Groups and Roles?

There are mainly 3 kinds of groups

sn_hr_core.basic contains roles below

What are HR Skills?

HR skills are specialization area of HR stuffs. Like

•Employee Relation

•HR Benefits

Like roles,Skills can be assigned to a group, so that every member in the group inherits it.This Skills can defined in the Case templates so that user in the group will be auto-assigned based on skills.

For example, an HR case opened for a payroll question will be auto-assigned to users and groups with payroll skills.

HR case auto assignment

In case an assignment group is not mentioned in HR case template,

-HR auto assignment rule

-Matching rules

are applied. Let see these 2 functions below

HR Assignment Rules

HR Administrator > Assignment Rules > HR Assignment Rules

Here we can see if the assigment group is empty when the case was created then auto assigment happens to HR tier1 group

HR Matching Rules HR Administrator > Assignment Rules > HR Matching Rules

Here we can see that ServiceNow is looking for least loaded agent by the skill type.

What is HR profile?

HR profile is different from User profile .

HR profile stores confidential information like marital status, beneficiaries, medical plan, ethnicity etc.

HR professionals with sn_hr_core.profile_reader can only view an employee HR profile data.

HR profile information is store Hr_profile table.

Click on the related link to view the entire HR profile

Hr profiles can be create in the following way

If user have HR profile then we can see View Human Resources Profile

2. Generate bulk HR profiles

Here we can filter for the user for which we want create HR profile. We can see the count at the top.

What is the difference between HR criteria and User Criteria?

User criteria is applied on the knowledge base/Catalog items an employee can view. HR criteria are generally applied to create bulk hr cases by HR or in the lifecycle event (as discussed earlier)

What is HR Case?

HR case is a document that capture employee HR request. An HR professional interact with employee using the HR case

There are two ways to create HR case

•HR professional may manually create an HR case using Create New Case.

•Employee may submit a request in the Service Portal.

HR can create case using HR Profile

While creating the case we have defined the COE (center of excellence) ,HR service, opened for and Subject person.

HR case tables

HR criteria

HR criteria are set of filter used for bulk user cases.

For example we can select HR criteria as UK employee only for bulk case creation so that only UK employee will see the case created for them

HR Document template

HR document template are reusable documents with dynamic fields. For example, an employee verification letter format will be same for all the employee. This can be made as an template and dynamically update field based on the HR operating the case from the table.

In case of PDF template we have first load it into manged documents. Then create a PDF Document Template. And finally Create a PDF template mapping under related list to parse the PDF and add variables.

•Step 1 Manged Documents > Documents > Create New

•Step2 HR Administration> Document Templates

•Step3 Related list > PDF mapping

HR Template

HR templates are different from HR document template.HR template is used to populate the HR case or HR task with information like description, skill, assignment groups.

Here we can see the template assignment group is Employee Relocation and Skill is Relocation specialist .

When we apply this template to an HR case then automatically fields like description, priority will get updated.

HR Task template

Some HR service requires sub task to completed like watching a video for an employee, sign document etc. In that we need to create HR task template and then attach those to the HR service configuration.

Create a HR service with fulfilment type activities

Go to Hr Services >HR service configuration

Select Fullfillment Type = service Activity

Template = select hr case template which we have created before

Note that Hr Case template which we attached earlier to the service is still attached in Template field.

Making Fulfilment type as Service Activity , allows us to add HR sub task in the related items activity list

Click New to create Service Activity and fill as below

After case creation note that based on the case template priority and assignment group auto populated

Note that when the case is created it moves to draft state and in this state we are not able to see tasks.

Click on Ready for Work and see the tasks

This is the most important part of the HRSD application where we bind all the features we described above to create an HR service .

HR service is the starting point to create a case.

• Centre of Excellence (COE) COE like parent classification of all Categories in which the services are defined.

• Topic category : This provides the first level grouping of all HR services

• Topic Details: This provides the second level grouping under Topic Category.

• HR service : Holds the record details for HR case, knowledge article etc.

HR service configuration

Go to HR Administration > HR Service Configuration

Fill the details as below

Lifecycle Events

Lifecycle events are collection of activities that combines to create service. Like Employee onboarding/offboarding. The task or activities needed for LE is grouped into Activity set. This Activity set have a trigger condition to run. The task might be outside of HR control like office setup, creating badge etc. For onboarding activity set might be as follows

HR criteria can be used on the activity so that it gets triggered only for a specific group of employee.

For example, only US based employee will have 401k form. Other region employee who doesn’t meet the criteria will skip the activity.

GO to LifeCycle Events > Manage LifeCycle Events

Each LE have two tabs

1.lifecycle Event

2.Activity Sets

And Activity set has collection of activities.

Click on the pencil button to edit the activity

We can also view in the classic view as below

Create new activity

A new activity can be

2.Fullfiller

4.Notification

Employee: This can be an employee action like watching a policy video before joining. Activity can be an HR task template (which we discussed earlier)

Fulfiller: Can be a HR servicer task, a catalogue item or an incident.

Approval: can be an approval from a manager before releasing the offer

Notification: Can be email send to the employee to complete the preboarding formalities on time

Once we have created the LE event. We need to create an HR service with fulfilment type as Lifecycle Event and add the new LE event type we created.

HR service portal

And catalogs

HR knowledge Management

Knowledge articles are HR Information that are shared to the employees. Allowing employee to quickly look for answers to their question reduces the number of redundant cases.

HR policies might be different based on region or Business Units. User criteria can be set on the knowledge article to decided who can view and who cant.

What is HR service catalog?

Employees uses this HR service catalogs to request HR services Not all HR services are available to employees to request. So All HR service doesn’t necessarily needs an catalog item but all catalog item must be associate with an HR service.

Like other catalog item, user will provide their details though variables, variable sets. Click on the edit icon to see the catalog item details

HR dashboard displays the result of performance metrics, employee stratification and current status of HR case.

By Default, HR manager can view

•HR cases opened in last 6 Months

•Active HR case breakdown by Service

•Active HR case by Service

•Active HR cases by Assignment and State

•HR Case Transfer Rate

•Lifecycle Events Dashboards

Use PA for HR module

We can use HR content Pack of PA for pre-defined KPIs and several OOTB dashboard. We need to activate HR Performance Analytics Content Pack.

• com.sn_hr_pa • com.sn_hr_lifecycle_pa

HR survey are feedback forms that employee uses to give feedback on HR process.

We can configure the following

-Look and feel of the questionnaire

-Trigger condition, when to send

Metric categories provide a way to group question of similar type for a survey. Assessment Metric is the value, or score provided for each option on question Survey Scorecard display the chart view of the survey result.

• Understanding Request, RITM, Task in ServiceNow
• Steps to create a case in ServiceNow (CSM)
• Performance Analytics in 10 mins
• Event Management in 10 minutes - part1
• Event Management in 10 minutes - part2
• Custom Lookup List
• Script includes in 5 minutes
• Interactive Filter in 5 minutes
• UI Policy in 6 Minutes
• Client Side Script Versus Server Side Script in 3 minutes
• Performance Analytics
• Interactive Filter
• Configuration
• ServiceNow Scripts
• Script include
• Useful scripts
• Basic Glide Scripts
• Client Script
• Advance Glide Script
• Glide System Script
• Notification
• Core Application
• CAB Workbech
• Data Policy
• Connect Support
• Request,RITM,Task
• Service Catalogs
• Create Case From Email
• Event Management

/HRSD/-/HRSD/

• Integrations
• SSO Integration
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• Service Portal
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• Interview Questions
• Send email with attachment
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• Slack integration usecase 1
• Slack integration usecase 2
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• Jhipster Blueprint By Example
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• Git Squash Example
• Generate Ppt From Template Java
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• Ebonding Servicenow
• Script include in ServiceNow
• Soap Integration
• Useful Script ServiceNow
• Business Rules
• Basic glide scripts
• Performance analytics(PA) Interactive Filter
• Various Configurations in Performance analytics(PA)
• Performance Analytics(PA) Widgets
• Performance Analytics(PA) Indicator
• Performance Analytics(PA) Buckets
• Performance Analytics(PA) Automated Breakdown
• Vip Mobile App Integration
• Performance Analytics(PA) Scorecard
• Performance analytics(PA) Manual Breakdown
• Performance Analytics(PA) Dashboards
• User,Group & Roles
• ServiceNow interview questions
• Understanding the Request, RITM, Task
• Events in ServiceNow
• Advance glide script in ServiceNow
• CAB Workbench
• Performance analytics(PA)
• Performance Analytics(PA) Indicator source
• Glide System – Advance scripting in ServiceNow

With 9+ years of ITSM development experience,Chandrima likes to deep dive ServiceNow modules.She have extensively worked on PA,Service Portal,Event management.

[email protected]

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Human Resources Service Delivery (HRSD) Implementation

Gain in-depth knowledge on configuring the ServiceNow HRSD application.

During this two-day interactive training course, attendees will gain in-depth knowledge and practice in configuring the ServiceNow HRSD application. You will access the ServiceNow platform in your own student instance, which is a “sandbox” loaded with demo and test data. Participants will perform the duties of a technical consultant implementing the HRSD solution for a fictitious company. Lab exercises throughout the course allow you to work through real world, relevant scenarios to complete your duties. The class features lecture and group discussions, as well as extensive hands-on practice and reinforcement delivered in a variety of labs.

Live Instructor

Experience live expert-led training in person, from your home, office or anywhere with an internet connection.

Group Training

Live expert-led training for your team or entire organization that can be customized to fit your exact needs.

Who Should Attend?

This course is designed for consultants who need to implement the ServiceNow Human Resources Service Delivery application.

What You'll Learn

• Discuss the ServiceNow HRSD solution and its capabilities
• Explore implementation and configuration methodologies for HRSD
• Gain practical knowledge of the architecture of the HRSD solution
• Configure HR properties, criteria, PDF document templates, and managed documents
• Update and manage the HR Service Portal and Chat queue
• Explore skills and auto-assignment rules
• Configure a Lifecycle Event as part of enterprise onboarding and transitions
• Configure Now Mobile
• Learn about the security options that determine access to HR tables and secure the HRSD application

Course Outline

Module 1 provides an overview of the HR Service Delivery (HRSD) suite of applications and how they are integrated in the ServiceNow platform. It also details key features of the current release.

Module 2 explores the implementation methodology that is recommended for an HR implementation. ServiceNow provides implementation partners with access to checklists, project plans, and other collateral that may be used as part of the implementation project.

In Module 3, students learn the table structure and schema mapping of the HRSD solution. Participants will explore HR Guided Setup, PDF Document Templates, and Routing and Assignment Rules. Participants create and parse a PDF Document template and add a link to the HR Case form which navigates to a third-party website.

Module 4 explores the Lifecycle Events application. Participants learn how to configure a Lifecycle Event, then they build and test a Lifecycle Event in their practice instance.

Module 5 details the Employee Service Center, Knowledge, and Now Mobile. Participants rebrand the Employee Service Center, expand the search configuration for Knowledge on an HR Case, and configure Now Mobile. They may also choose to configure Connect Chat.

In Module 6, participants learn about the security options available in ServiceNow. Data Governance methods like client-side masking, encryption, ACL security, and Delegated Development are explored at length. Participants use the COE ACL Configuration module to restrict access to a COE, create a business rule to restrict access to a highly secure field on a form, and work with Restricted Caller Access records. The course concludes with the opportunity for participants to work through the HR Implementation Simulator in the classroom. This allows students to ask the instructor questions as they work or to explore other concepts in more detail.

Labs Outline

• Lab: 01.01 Plugin Verification
• Lab 02.01, 02.02, and 02.03
• Lab 03.01 - Create Voluntary Separation Lifecycle Event and Lab 03.02 - Create a Journey
• Lab 04.01 - Configure Campaign
• Lab 04.02 - Configure Employee Document Management
• Lab 05.01 - Secure Access to HR COE

Prerequisites

• ServiceNow Platform Implementation
• Human Resources Service Delivery (HRSD) Fundamentals
• ServiceNow Administration Fundamentals (SNAF)

Related Certifications

Certified Implementation Specialist- HR (CIS-HR)

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CIS-HR Mock Paper 1

This Quiz contains Multiple Choice Questions related to HRSD Application that will help you to pass Certified Implementation Specialist – HR (CIS-HR) certification.

Instructions:

Number of Questions: 45

Time Limit: 1 Hour 30 Minutes

Passing Marks: 70%

You are working on some Integration and you need some fields to be editable on HR Profile. How can you define which HR Profile fields can be edited in the ServiceNow instance?

Which role is required to configure Advanced Work Assignment (AWA)?

The HR Profile table is used to track information for what Employment types? (Choose three.)

How HR case form can be auto populated with field values?

You are implementing HR Enterprise for a customer. In UAT, they discovered that they get an error message about a Read operation from the HR scope to the Global scope being denied. You have verified that each Script Include was written correctly.

What else must be done to allow the Script Includes to work in the HR application?

In the HR Guided Setup Module, the Configuration View displays which of the following for a Category? (Choose three.)

Each COEs extend which table:

A business rule called that invokes matching rule logic.

Topic Category is used to

Which additional role is required for an HR admin [sn_hr_core.admin] to remove users from groups?

What role is required, at a minimum, to write confidential HR Profile data?

HR Profiles may be created for multiple employees using conditions and criteria in which module?

you can create an HR profile for multiple employees using conditions and criteria.

Which plugin is used by Matching rules?

Which role is required to create multiple employees using “Generate HR Profile” module? (Select two)

When creating a PDF Document template, the Document revision field must be completed. How does the system determine which documents are available to be selected for this field?

____________  is an alternative to using HR Templates, HR Assignment rules, and HR Matching rules.

Which of the following are true for an HR application as it relates to the User [sys_user] Table and the HR Profile [sn_hr_core.profile] Table?

Which minimum role is required to make changes to any HR Properties?

When configuring a PDF Document Template, how does the system map from fields to ServiceNow fields?

What criteria will the assignment and matching rules evaluate to automatically assign the case? (Choose three)

The Plugin to activate Scoped Application Restricted Caller Access

By default, Matching rules provided by base system for each HR table and Task. (Select two).

The HR Case [sn_hr_core_case] table is an extension of

What are the different views of HR Guided Setup? (Choose three)

If a Lifecycle Event has many activities such as approvals, tasks and they must be completed in a specific order. Which of these is the best method to use to ensure the activities are triggered in the appropriate order?

Pre-defined client roles in HRSD. (Choose two)

What are the different ways to create an HR Catalog items? (Select two)

What type of information does the HR Profile contain?

Which field on the HR Service record defines which HR Catalog item is associated with the HR Service?

How can you include a new HR Knowledge base in the knowledge results section on the HR Case form?

Which role is required to assign scoped HR roles?

If you submit a “Bulk HR Case Request”, By default, when HR cases will get created?

If you want to access HR Services on the Employee Service Center? What field must be completed on the HR Service?

What are the options available for Caller Restriction field? (Select two)

When a Guided Setup task is marked as complete, how can it be reopened?

If an HR admin needs to develop application code for the HR Application. Which role is required?

What are the different approaches to automatically assign HR Case? (Select three)

Which role is required to add a user to an HR group?

How can you associate HR Template with an HR Service?

What role is required, at a minimum, to view/read confidential HR Profile data?

Skills can be assigned to:

A graphical Interface to create survey categories and questions, configure the details, and publish the survey to specific users or groups.

Which Service Portal configuration option is used to customize the logo, theme, and title of the HR Service Portal?

If a new hire decides not to join the company or a job offer is revoked, which of these is the best method to use to reverse work already performed as part of Lifecycle Event?

An HR Service can be associated with

Your score is

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• IT Dojo, Inc.

Human Service Delivery (HRSD) Implementation

• Online, Instructor-Led

During this two-day interactive training course, attendees will gain in-depth knowledge and practice in configuring the ServiceNow HRSD application. You will access the ServiceNow platform in your own student instance, which is a “sandbox” loaded with demo and test data. Participants will perform the duties of a technical consultant implementing the HRSD solution for a fictitious company. Lab exercises throughout the course allow you to work through real world, relevant scenarios to complete your duties. The class features lecture and group discussions, as well as extensive hands-on practice and reinforcement delivered in a variety of labs.

Learning Objectives

Discuss the ServiceNow HRSD solution and its capabilities Explore implementation and configuration methodologies for HRSD Gain practical knowledge of the architecture of the HRSD solution Configure HR properties, criteria, PDF document templates, and managed documents Update and manage the HR Service Portal and Chat queue Explore skills and auto-assignment rules Configure a Lifecycle Event as part of enterprise onboarding and transitions Configure Now Mobile Learn about the security options that determine access to HR tables and secure the HRSD application

Framework Connections

Competency areas.

If you would like to provide feedback for this course, please e-mail the NICCS SO at [email protected] .

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