HR Service Delivery with Ultimate Kronos Group

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of HR Service Delivery with Ultimate Kronos Group

    The HR Service Delivery with Ultimate Kronos Group application integrates Ultimate Kronos Group (UKG) workforce management data into the ServiceNow Employee Center, enabling employees and managers to access key HR information via the Virtual Agent conversational interface. This integration allows employees to view accrual leave balances, schedules, worked hours, punches, time-off requests, and upcoming shifts directly within ServiceNow, enhancing self-service capabilities and streamlining HR interactions.

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    Key Features

    • Conversational Virtual Agent: Employees interact with the Virtual Agent using keyword-based conversations enhanced by Natural Language Understanding (NLU) models, enabling intuitive and accurate responses to employee queries.
    • Employee Self-Service Access: Employees can retrieve their accrual balances by leave type, hours worked, list of punches, work schedules, time-off requests, and upcoming shifts for specified periods using predefined conversation templates or natural language queries.
    • Manager Access: Managers with the appropriate role can view their team members’ locations, schedule changes (including shift cover, swaps, availability changes, open shifts, and self-schedules), and pending time-off requests through the Virtual Agent interface.
    • Application Setup: The integration requires activation of the HR Service Delivery Integration with Ultimate Kronos Group application from the ServiceNow Store, followed by configuration within ServiceNow to enable seamless data exchange.

    Practical Use and Benefits

    • For Employees: Empowered to independently check leave balances, schedules, and shift details without manual HR intervention, reducing wait times and increasing transparency.
    • For Managers: Simplified oversight of team schedules and time-off requests, supporting better workforce management and decision-making.
    • Improved User Experience: Natural language capabilities make HR interactions more conversational and user-friendly within the familiar ServiceNow Employee Center environment.
    • Efficient HR Operations: Automates common HR queries, freeing HR staff to focus on more complex tasks.

    Next Steps

    • Activate the integration from the ServiceNow Store.
    • Complete the setup and configuration following the provided guidelines to enable data synchronization and Virtual Agent conversational capabilities.
    • Train the NLU model to improve conversational accuracy and allow employees to use natural language queries.
    • Review available conversation templates for employees and managers to ensure they meet organizational requirements.

    With the HR Service Delivery with Ultimate Kronos Group application, provide employee assistance through conversations in the Virtual Agent conversational (client) interface. Enable employees to view their accrual leave balances, schedules, and upcoming shifts from the Ultimate Kronos Group application in ServiceNow Employee Center.

    Key features include:
    • Build conversations that are based on keywords that an employee enters.
    • Apply Natural Language Understanding (NLU) models, which enable the Virtual Agent to pick utterances for understanding, processing, and responding to what employees are saying during a conversation.

    Application setup

    First, you must activate the HR Service Delivery Integration with the Ultimate Kronos Group [sn_hr_ukg] application from the ServiceNow Store. Next, you must set up HR Service Delivery Integration with Ultimate Kronos Group application.

    Overview

    After the activation and setup of HR Service Delivery Integration with Ultimate Kronos Group is complete, the HR Service Delivery with Ultimate Kronos Group responds to what employees or managers are saying during a conversation, and allows employees to view the following details from the Ultimate Kronos Group application in the Employee Center Employee Service Center.

    Topics accessible to employees

    As an employee, you can view your accrual balances, work hours, list of punches, schedules, time-off requests, and upcoming shifts using the Virtual Agent.
    Retrieve My Accrual Balance
    You can view the aggregate of accrual leaves balance (by type) by selecting the Retrieve My Accrual Balance (Template). If the NLU model is trained, you can ask a question in the chat (for example, show my sick leaves) and view the balance of a single type of leave.
    Retrieve My Hours Worked
    You can view the number of hours worked for a given period by selecting the Retrieve My Hours Worked (Template) and choosing a symbolic period.
    Retrieve My List of Punches
    You can view the list of punches by selecting the Retrieve My List of Punches (Template) and choosing a symbolic period.
    Retrieve My Schedule
    You can view the work schedule for a given period by selecting the Retrieve My Employee Schedule (Template) and choosing a symbolic period. If the NLU model is trained, you can ask a question in the chat (for example, my work schedules of the previous pay period) and view the work schedules for that symbolic period.

    You can also view your schedule location for three days from the current day.

    Retrieve My Time Off Requests
    You can view the status of the time off requests by selecting the Retrieve My Time off Requests (Template) and specifying an end date.
    Note:
    Ensure that the selected time-off period ranges for 15 days from the start date (current day).
    Retrieve My Upcoming Shift
    You can view the next upcoming shift by selecting the Retrieve My Upcoming Shift (Template). If the NLU model is trained, you can ask a question in chat (for example, show my shifts) and directly view the next upcoming shift.

    You can also view your location along with the shift date and time.

    Topics accessible to managers

    As a manager, you can access and view the locations, schedules, and time-off requests of your team using the Virtual Agent.
    Note:
    The templates are visible only to a user with the manager role.
    Reportee's Location Today
    You can view the location of a reportee in the team (for today) by selecting the Reportee’s Location Today (Template).
    Reportee's Schedule Changes
    You can view the schedule change requests such as shift cover, shift swap, availability change, open shift, and self-schedule. Follow the onscreen instructions for more information on the schedule changes.
    Note:
    You can view the change requests in offered, invalidated, or pending state.
    Reportee's Time Off Requests
    You can view the pending time off requests from your team for a specified time period. You can check the requests from the individual team members or the entire team.

    Request apps on the Store

    Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.