Case and Knowledge Management Resources for HR - Updated 5 September 2023

[Marcelle Goodse]

Learn 

Foundational Features and Capabilities 

• Platform: Knowledge Management || Knowledge & Troubleshooting Resources (Blog)
• Quick Wins - Get the most out of your HR Service Delivery solution (Video) 
• Centers of Excellence (CoE) overview (Article)
• HR service categorization (Article)
• Transform your legacy knowledge with HR Knowledge Management (PDF)
• Get started with Case and Knowledge Management for HR Service Delivery (Live on ServiceNow video)
• HR Agent Workspace (Blog)
• Knowledge blocks for HR knowledge management (Article)
• AI Search Quick Start Guide (Blog with Video)
  
• HR Metrics [and KPIs] that Matter (Video) 
• Inbound Email Security for HRSD (Blog) 
• HRSD Restricted Caller Access - Additional Scoped Application Security (Video)
• HR Service Delivery Academy – Localization (Video)

Advanced Capabilities 

• Using Universal Request to drive a more unified service delivery experience (Blog)
• Paris [and later] Employee Relations Capabilities (Blog and FAQ)
• Simplify your process using personalized PDF Document Templates (Video) 
• Giving the HR Administrator visibility into HRSD security using Restricted Caller Access (Video) 

Do 

• HR Service Delivery Getting Started Guide (Article)
• Advanced Forms Management in HR Service Delivery (Article) 
• HR case creation search and configuration (Article)  
• Configure an HR service (Article)  
• Deliver a Great Self-Service Experience (Blog)  

FAQ 

• Agent Workspace for HR Case Management [HR Configurable agent workspace] (Article)
• HR Ask the Expert sessions (Article) 

Cross Reference and Other Resources 

Get started with HRSD 

• HRSD Readiness Checklist (PowerPoint download) 
• HR Scoped Application Migration FAQ (Article) 
• Articles to Help with Understanding and Implementing HR (Article/Listof resources)