Guided Self-Service in Employee Center

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Guided Self-Service in Employee Center

    Guided Self-Service (GSS) in Employee Center is a new plugin (snexspgdhelp) designed to empower employees with an intuitive, question-and-answer (QnA) powered self-service experience. It simplifies complex work scenarios by providing step-by-step guidance that helps employees find relevant articles or catalog items quickly. This capability improves organizational productivity, employee engagement, and efficiency by making information, processes, and resolutions easily accessible to users with varying knowledge levels.

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    Key Features

    • Visual QnA Experience: Employees navigate self-service workflows through an interactive, visual question-and-answer format.
    • AI-Powered Search: Discover and access GSS processes easily using AI search based on titles and descriptions.
    • Prebuilt Templates and Activities: Utilize playbook-powered templates to address common self-service scenarios without extensive technical effort.
    • Playbook Designer Enhancements: Simplified authoring tools enable non-technical users to create and edit guided workflows efficiently.
    • Flexible Deployment: Display GSS as a widget on home pages, topic pages, or as quick links to cater to frequent employee needs.

    Prerequisites and Setup

    • Activate the Employee Center application before installing the Guided Self-Service plugin from the ServiceNow Store.
    • Ensure Workflow Studio and Playbooks components are available and configured.
    • Assign the playbook.write role to the snhrsp.escadmin user for editing playbooks and playbookexperience.admin role for previewing guided experiences.
    • Gain familiarity with Playbooks and Workflow Studio basics, including creating flows, designing playbooks, and managing workflows.

    Practical Benefits for ServiceNow Customers

    By implementing Guided Self-Service in Employee Center, ServiceNow customers can:

    • Enhance employee self-sufficiency by providing accessible, easy-to-navigate help resources.
    • Reduce support workload by guiding users to relevant knowledge articles or catalog items through interactive QnA workflows.
    • Improve the user experience with AI-driven search and visually guided interactions tailored for non-technical authors.
    • Streamline content creation and maintenance with playbook-based templates and enhanced authoring tools.

    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: