Guided Self-Service in Employee Center

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Guided Self-Service in Employee Center

    The Guided Self-Service (GSS) plugin in Employee Center empowers employees with intuitive, step-by-step self-service experiences to improve productivity and efficiency. It enables employees to navigate complex work scenarios through a visual Question-and-Answer (QnA) interface, helping them find relevant articles or catalog items quickly. This approach makes information, processes, and resolutions accessible for employees with varying knowledge and experience levels, enhancing organizational engagement and overall productivity.

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    Key Features

    • Visual QnA Experience: Guides employees to relevant content using an interactive, in-context QnA format.
    • AI-Powered Search: Facilitates discovery of GSS processes based on titles and descriptions for easier access to solutions.
    • Prebuilt Activities and Templates: Utilizes playbooks to accelerate self-service help use cases.
    • Playbook Designer Enhancements: Enables non-technical users to author and customize workflows easily.
    • Flexible Deployment: GSS can be embedded as a widget on home pages, topic pages, or as quick links to suit employee needs.
    • Workflow Studio Integration: Supports visual design and real-time interaction with step-by-step employee workflows.

    Prerequisites and Setup

    • Employee Center application must be activated before installing the Guided Self-Service plugin.
    • Workflow Studio and Playbooks are required components for designing and managing self-service workflows.
    • User roles playbook.write and playbookexperience.admin must be assigned to the snhrsp.escadmin user to edit playbooks and preview guided experiences.
    • Familiarity with Playbooks and Workflow Studio concepts and processes is recommended for effective use and customization.

    Practical Benefits for ServiceNow Customers

    By implementing Guided Self-Service in Employee Center, organizations can provide employees with visually guided, easy-to-follow workflows that reduce support overhead and improve resolution times. This solution supports employees in navigating complex HR and IT scenarios with confidence, leading to higher engagement and productivity. The integration with Workflow Studio and Playbooks allows for flexible, low-code customization of self-service experiences tailored to specific organizational needs.

    Empower employees with easier self-serve capabilities through guided experiences to improve productivity and efficiency.

    A new plugin Guided Self-Service (sn_ex_sp_gd_help) in Employee Center enables employees with an intuitive Question-and-Answer (QnA) powered self-service.

    Guided Self-Service (GSS) overview

    With an in-context visual way to navigate the complex work scenarios, admins can design adaptable self-serve workflows that can enhance overall organizational productivity, engagement, and efficiency.
    Using the Guided Self-Service, employees can self-serve with step-by-step assistance and navigate their way to the relevant article or catalog item. Guided Self-Service can
    • Self-serve with easy access to information, processes, and resolutions for day-to-day work.
    • Discover and use the GSS processes through AI-powered search.
    • Make information and solutions easily accessible to employees with varying levels of knowledge or experience.
    • Guide employees to the relevant article or catalog form through a visual Question-and-Answer (QnA) experience.
    • Leverage prebuilt activities and templates for self-service help use cases, powered by playbooks.
    • Streamline authoring for non-technical users with playbook designer usability enhancements.
    • Optimize the employee self-service capabilities for complex and high-volume topics.
    • Streamline authoring for non-technical users with playbook designer usability enhancements
    Figure 1. Guided Self-Service experiences
    Guided Self-Service in Employee Center and its intuitive uses.
    Provide Guided Self-Service that caters to the frequent needs of employees. You can display Guided Self-Service as a widget on the home page or as a quick link or as a widget on topic pages.
    Note:
    Discover and use the GSS processes through AI-powered search based on the title and description.

    Prerequisites

    Guided Self-Service in Employee Center has a dependency on the Employee Center and applications. Ensure you complete the following steps before getting started with GSS.
    • Ensure you activate the Employee Center application first before installing the Guided Self-Service in Employee Center app from ServiceNow Store.
    • Ensure you have Workflow Studio and its components such as Playbooks.
    • Ensure that the sn_hr_sp.esc_admin user has the playbook.write role to edit the playbook design and playbook_experience.admin to preview the guided experience.

    Know more about Playbooks and Workflow Studio

    Playbook provides a visual representation of step-by-step process involved in self-servicing employee needs and requirements such as Know your benefits and Time off request.
    • Design the visual workflow to guide employees to find relevant article or catalog items.
    • Use the playbook capability to help employees with the what-to-do-next option.
    • Provide a way to visualize and interact with the workflows in real time via a simple and task-oriented view.
    Understand the basics of playbooks and workflow studio. Ensure you have working knowledge of the following processes: