Return to Workplace campaigns

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Return to Workplace campaigns

    The Return to Workplace campaigns in ServiceNow Yokohama release help organizations communicate important messages and information to employees engaged in the return to workplace process. These campaigns target employees who have indicated readiness to return, delivering tailored emails and portal content to keep them informed and prepared.

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    Campaign Structure

    The campaign is organized as a pyramid:

    • Campaign: The overall Return to Workplace campaign.
    • Campaign Bundles: Groups of content within the campaign, each addressing a specific phase.
    • Content: Individual pieces such as banners, emails, and knowledge base links created via Content Publishing and assembled using Content Experiences.

    This modular design allows targeting and delivery based on employee readiness and return dates as recorded in HR profiles.

    Key Campaign Bundles and Content

    • Announce and Plan Return Bundle:
      • Get Ready to Return Banner: Displays a banner on Service Portal or Employee Service Center linking to a knowledge base article about company updates (KB0088880).
      • Return to Workplace Sample Notification: Sends a sample email message to employees about returning to the workplace, using notification content created in Content Delivery.
      • This bundle triggers dynamically based on predefined trigger tables and fields.
    • Welcome Back to the Workplace Bundle:
      • Welcome Back Notification: Sends an email with reopening plans and links to the Workplace Health and Safety Policy FAQ (KB0088882).
      • Welcome Back Banner: Provides a banner linking to Social Distancing and Safety Tips FAQ (KB0088883) on the Employee Service Center.
      • This bundle also triggers dynamically based on trigger configurations.

    Practical Use for ServiceNow Customers

    • You can customize and manage campaign content and bundles via the Return to Workplace campaign interface.
    • Targeted communications ensure employees receive relevant information aligned with their return status, improving engagement and clarity during the transition.
    • Dynamic triggering automates timely delivery based on employee profile data, reducing manual effort.
    • Content links to existing knowledge base articles, ensuring employees have easy access to detailed policies and safety information.

    Use campaigns to deliver important messages and information to your employees that are going through the Return to Workplace process.

    For employees that have communicated that they are ready to return to the workplace, you can target them with specific emails or content in the Employee Center Pro portal.

    Campaigns are comprised of content are created in Content Publishing and assembled in Content Experiences. For more information on Content Experiences, see Creating campaigns.

    Campaign structure

    Campaign structure looks like a pyramid with the campaign at the top. A campaign contains campaign bundles. Each campaign bundle contains the content that you want to present to your employees.

    Return to Workplace - Campaign structure

    The following campaign is part of this application:

    Return to Workplace

    The Return to Workplace campaign helps keep your employees informed during the return to work planning process.

    The target audiences for this campaign are the employees with information on their HR profiles indicating they're ready to return to work and have a specific return date. For more information, see Add or modify an HR profile.

    The Return to Workplace campaign contains the following bundles and content:
    • Announce and Plan Return
      • Return to Workplace - Get Ready to Return Banner: Provides a banner on the Service Portal or Employee Service Center that links to the Return to Workplace Company Updates (KB0088880) knowledge base (KB) article. You can find this KB article by navigating to Knowledge > Articles > All and searching for KB0088880. The link to the KB article is configured in Link Content under Content Delivery. For more information, see Add or modify links to other content sources.
      • Return to Workplace sample Notification: Sends an email with a sample message on returning to the workplace. The email uses notification content created in Content Delivery. For more information, see Create email, SMS, or push notification content.

        The Announce and Plan Return campaign bundle triggers dynamically based on a trigger table and fields. For more information, see Create campaign bundles/stages.

    • Welcome back to the workplace
      • Return to Workplace - Welcome Back Notification: Provides a sample email communicating information about plans to reopen the office. The link in the email points to the Workplace Health and Safety Policy FAQ knowledge article (KB0088882). You can find the KB article by navigating to Knowledge > Articles > All and searching for KB0088882. The link to the KB article is configured in Link Content under Content Publishing. For more information, see Add or modify links to other content sources.
      • Return to Workplace Welcome Back: Provides a banner on the ESC with a link to the Social distancing and safety tips for common workspaces FAQ (KB0088883) article. You can find the KB article by navigating to Knowledge > Articles > All and searching for KB0088883. The link to the KB article is configured in Link Content under Content Publishing. For more information, see Add or modify links to other content sources.

        The Welcome back to the workplace bundle triggers dynamically based on a trigger table and fields. For more information, see Campaign bundle triggers.