Interview Management

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 12 minutes to read

    • Use Interview Management to create templates to capture questions, answers, and notes in a consistent and efficient way, sync scheduling with Microsoft Outlook, and better plan and track your interviews.

    Setting up Interview Templates

    Set up HR Service Delivery Interview Templates so your agents can quickly, consistently, and accurately capture appropriate information.

    Activate the Interview Templates plugin (com.sn_interview_templates) for the ServiceNow AI Platform if you have the admin role. For more information, see Activate Interview Templates.
    • Create interview question templates.
    • Create interview template tags. Tags help you filter your interview question templates so you can easily browse for relevant questions to use in an interview. For example, agents ask different questions depending on who they are talking to and what the specific allegations are. Template tags help agents to find the appropriate interview template.
    Table 1. Roles installed
    Role Description Contains roles
    Interview questions template admin [sn_interview_temp.admin] Can access, read, create, and edit interview question templates, template tags, and Employee Relations properties. sn_interview_temp.reader, sn_interview_temp.writer
    Interview questions template writer [sn_interview_temp.writer] Can access, read, create, and edit interview question templates and template tags. sn_interview_temp.reader
    Interview template reader [sn_interview_temp.reader] Can access and read interview question templates and template tags. N/A

    System properties

    The sn_interview_temp.filter_attr_allowed_tables system property determines the tables you are allowed to create interview template tags for interview question templates.

    When entering multiple tables, separate the table names with a comma (,) but with no space between each table.

    Interview Question Template system property

    Template tags

    Template tags are a way to organize your interview templates and a way to filter them when looking for the correct template. Template tags allow you to find relevant questions easier and faster.

    From the legacy UI, you can select the Questions button to show all interview templates. The template tags appear at the bottom of each interview template displayed.

    In the HR Service Delivery Agent Workspace, the template tag appears at the bottom.

    There are two types of template tags you can create:
    • Referenced: Uses the fields from the following tables to create reference tags:
      • Allegation Subtype [sn_hr_er_allegation_subtype]
      • Allegation Type [sn_hr_er_allegation_type]
      • HR Service [sn_hr_core_service]
    • Custom: You create you own interview template organization. For example:
      • Customer category = Involved party type
      • Custom tags:
        • Complainant
        • Subject of allegation
        • Witness
        Interview question template tags
      Involved party type becomes the top-level category in the organization with the tags being a way to organize the type of person you are interviewing.

    Activate Interview Templates

    You can activate the Interview Templates plugin (com.sn_interview_templates) for the ServiceNow AI Platform if you have the admin role.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > System Applications > All Available Applications > All.
    2. Find the Interview Templates plugin (com.sn_interview_templates) using the filter criteria and search bar.

      You can search for the plugin by its name or ID. If you cannot find a plugin, you might have to request it from ServiceNow personnel.

    3. Select Install to start the installation process.
      Note:
      When domain separation and delegated admin are enabled in an instance, the administrative user must be in the global domain. Otherwise, the following error appears: Application installation is unavailable because another operation is running: Plugin Activation for <plugin name>.
      You will see a message after installation is completed. For information about the components installed with a plugin, see Find components installed with an application.

    Create an interview question template

    Interview Question Templates provides your agents with a consistent and efficient way to capture answers from interviews.

    Before you begin

    Role required: sn_interview_temp.admin

    Procedure

    1. Navigate to All > Employee Relations > Interview Question Templates.
    2. Select New or an existing interview question template.
    3. Fill in the form or make edits.
      FieldValue
      Active Option for enabling the Interview Question Template and make it available.
      Name The name that identifies the interview question template.
      Application The application the interview question template belongs to.
      Note:
      The application that appears is dependent on your current application scope. For more information, see Application scope.
      Table Name of the table the interview question template is associated with.
      Note:
      To only show interview question templates for ER interview records, select the Interview (sn_er_interview) table. If you leave this field blank, the interview template is available globally (any tables that have been configured to use interview templates also have access). Currently in the base system, only Employee Relations interviews are set up to access.
      Question template body List of questions related to the type of interview.

      Interview question templates support rich text.
    4. Select Save.
      The Template Tags related list appears. In order to filter your interview templates, you must associate the interview template with a template tag.
      Note:
      For more information on Template Tags, see Create an interview template tag.

    Create an interview template tag

    Create template tags you can use to filter interview question templates on pre-defined attributes. Template tags allow you to find relevant questions easier and faster.

    Before you begin

    Role required: sn_interview_temp.admin

    Interview template tags drive the filtering interaction for an agent as a way to browse or search for a template.

    Procedure

    1. Navigate to All > Interview Templates > Template Tags.
    2. Select New.
    3. Fill in the form.
      Table 2. Template Tag form
      Field Description
      Tag type The category of tag you are creating. The choices are:
      • Referenced: Select to create tags related to a specific table. The tables that appear depend on the entries in the sn_interview_temp.filter_attr_allowed_tables system property. For more information, see Setting up Interview Templates.
        Note:
        When you have multiple applications that use Interview Question Templates, using Referenced, can keep your interview question templates separate. Associating a tag with a table helps your users filter for interview question templates faster and easier.
      • Custom: Select to create tags that are free-form text and referenced by a custom category.
      Table The table associated with a interview template tag. The tags you select are from the table you select.
      You can associate one of the following tables:
      • Allegation Subtype [sn_hr_er_allegation_subtype]
      • Allegation Type [sn_hr_er_allegation_type]
      • HR Service [sn_hr_core_service]

      This field only appears whe you select Referenced from the Tag type field.
      Custom category The category that your custom tag belongs to.

      Ensure you have mapped out your structure before creating. Having a clear organization of your tags and categories makes searching for specific questions faster.

      This field only appears when you select Custom from the Tag type list.
      Custom tag The tag you want to associate with a question interview template.

      Enter a custom tag associated with the Custom category to create a hierarchy with custom category as the top of the hierarchy and tags under it.

      For example:
      • Customer category = Involved party type
      • Custom tags:
        • Witness
        • Complainant
        • Subject of allegation
      Involved party type becomes the top-level category in the organization with the tags being a way to organize the type of person you are interviewing.
      Application The application scope you are currently in and associated with the interview template tag.
      Domain The domain your current scope is associated with. This field applies to customers that have multiple domains. For more information, see Domain Separation and HR Service Delivery.
    4. Select Save or Submit.

    Using Interview Management

    You can schedule and document interviews and use interview templates using the Core UI or HR Service Delivery Agent Workspace.

    Creating a record of an interview is an important part of an employee relations investigation.

    Scheduling an interview: There are two (2) methods you can use to schedule an interview:

    Scheduling an interview

    You can use the default ServiceNow® calendar or integrate with Microsoft Exchange to schedule interviews related to Employee Relations (ER) cases.

    Schedule an interview in HR Service Delivery Employee Relations using the legacy UI

    Documenting interviews is crucial to ER cases. Use the Interview form to take notes and capture important details of the ER case.

    Before you begin

    Role required: sn_hr_er.case_writer

    Procedure

    1. Navigate to All > Employee Relations > Cases.
    2. Select an ER case.
    3. Scroll down and select the Interviews tab in the related list.
    4. Select New.
    5. Fill in the form.
      Table 3. Interview
      Field Description
      Number The number identifying the interview record. The application automatically assigns interview numbers.
      HR case The HR ER case number associated with the interview.
      Note:
      If you access the interview from Employee Relations, you have to select an HR case to associate the interview to.
      Interviewee Name of the person who you are interviewing.

      Select the Lookup using list icon Lookup using list icon and search for the person you are interviewing. If no names appear, you can select New and create an involved party. For more information, see Create an involved parties record.
      Interviewers Names of the people who conducted the interview.
      Click the Unlock Interviewers icon Unlock Interviewers icon and search for the names of the people who conduct the interview.
      Note:
      Only members with the sn_interview_temp.writer role or belong to a group that has the Employee Relations skill.

      You can optionally enter the email addresses for each interviewer.
      External attendees Indicates people outside of your company attended the interview.
      External invite email The email addresses of the external people that attend the interview.
      Scheduling method The method you are using to schedule the interview.

      If your company only uses the manual method of scheduling, Manual entry appears and cannot be edited.

      If your company uses the integration with Microsoft Outlook Calendar to schedule, Calendar appears. For more information, see Using Interview Management.
      Start date The date and start time of the interview.
      End date The date and end time of the interview.
      Additional parties Other people you want as part of the interview record.

      Click the Add me icon Add me icon to add yourself or the Unlock additional parties icon Unlock additional parties icon to add yourself or other people.

      You can optionally enter the email addresses for each interviewer.
      External URL A URL that is relevant to the interview. For example, if your company maintains interview notes in a different or external system from HR Service Delivery, you can enter the URL to maintain a link and consistency.
      Interview date The date the interview took place. Appears after the interview concluded.
      Created by The user that created the interview invite record.
      Interview notes Notes from the interview or you can enter the answers to the questions from the interview question templates.
    6. Select the Questions button at the top, right corner to view, and select questions from an interview template.
      Interview templates ensure consistency and efficiency when conducting interviews. For more information, see Create an interview question template.
    7. If an interview template appears, select it and you can select Copy to clipboard or Insert to notes.
      Note:
      Copy to clipboard copies the questions from the interview template and allows you to paste it to an external document. Insert to notes copies all questions to the Interview notes field.
    8. Select Save or Submit.
      If you select Save, the Evidence related list appears. For more information, see Evidence Management for Employee Relations.

    Schedule an interview in HR Service Delivery Employee Relations using Agent Workspace for HR Case Management

    Use HR Service Delivery Agent Workspace to capture a record of an interview.

    Before you begin

    Role required: sn_hr_er.case_writer

    Procedure

    1. Navigate to All > HR Case Management > HR Agent Workspace.
    2. Select the Lists icon (Lists icon).
    3. Select Other.
    4. Select Employee Relations Cases.
    5. Select an ER case.
    6. Select more from the row of tabs below the Case Timeline.
    7. Select Interviews.
    8. Select New.
    9. Fill in the form.
      Table 4. Create new interview form
      Field Description
      Number he number identifying the interview record. The application automatically assigns interview numbers.
      HR case he HR ER case number associated with the interview.
      Note:
      If you access the interview from Employee Relations, you have to select an HR case to associate the interview to.
      Interviewee Name of the person who you are interviewing.

      Select the Lookup using list icon Lookup using list icon and search for the person you are interviewing. If no names appear, you can create an involved party. For more information, see Create an involved parties record.
      Interviewers Names of the people who conducted the interview.
      Click inside the field and a list of names appear that you can select.
      Note:
      Only members with the sn_interview_temp.writer role or belong to a group that has the Employee Relations skill.
      External attendees Indicates you want to add external attendees to the interview record.
      External invite email The email addresses of the external attendees.
      Only appears when you select the External attendees choice.
      Note:
      Separate each email address with a comma.
      Scheduling method The method you are using to schedule the interview.

      Select Manual entry to select the Start and End dates and times of the interview.

      If your company uses the integration with Microsoft Outlook Calendar to schedule, select Calendar. You can schedule an interview with an interface that syncs with your company's Outlook Calendar. For more information, see Using Interview Management.
      Start date The start date and time of the interview.

      Select the Show calendar icon (Show calendar icon) and select the date and time the interview starts.
      End date The endt date and time of the interview.

      Select the Show calendar icon (Show calendar icon) and select the date and time the interview ends.
      Additional parties Other people you want as part of the interview record.

      Click in the field and a list of names appears.

      You can optionally enter the email addresses for each interviewer.
      Note:
      These names appear from
      External URL A URL that is relevant to the interview.
      Created by The user name of the person who created the interview record.
      Interview notes Notes from the interview or you can enter the answers to the questions from the interview question templates.

      In the Contextual Sidebar, select the Interview Templates icon (Interview template icon) to search for interview question templates.

      HR Agent Workspace - Interview Template

      Interview templates provide questions you can use in the interview, You can insert the questions from the template into the Interview notes field or copy to the clipboard to insert in an outside document.

      HR Agent Workspace - Interview templates

      Select Interview Template icon to see the Insert to notes or Copy to clipboard choices.

      Interview templates ensure consistency and efficiency when conducting interviews. For more information, see Create an interview question template.
    10. Select Save.