What's New for HR Service Delivery in the Quebec Release

[Andy Yen]

What's New for HR Service Delivery in the Quebec Release

Over the last year, our customers have demonstrated their resilence by working through many unprecedented challenges: managing entirely new ways of working while staying healthy and focused on their organizational goals during a global pandemic. The ServiceNow Employee Workflows team has responded to these new challenges that our customers face by accelerating our pace of innovation to help customers transform employee experience into a competitive advantage. In addition to the two major product releases ServiceNow launches every year, we have also started launching new apps, integrations, and content every month for customers on the ServiceNow store. 

Employee Workflows customers such as the Toronto District School Board and Uber have implemented several new innovations to help them manage a safe and efficient return to their workplaces. The NBA implemented ServiceNow to help preserve the 2020 NBA season, and $1.5 billion in revenue. Customers across all industries such as Sanford Health, Suncor, and Scoot Airlines leveraged their existing investments in HR Service Delivery and low-code creator workflows to deliver brand new employee and customer experiences during the pandemic. 

In this blog, I will highlight a few of the innovations that were delivered over the last several months leading up to the Quebec release. 

Universal Request

Many organizations have been under pressure to increase business agility while reducing costs. With the walk-up experience being unavailable across many industries, employees are left with even more disjointed experiences on where they can go for help. The ability for agents to collaborate across teams and departments has become even more critical to efficiently resolve employee service requests on-time. When service requests are misrouted to the wrong department or hit a dead end, employees lose valuable time submitting new requests, get frustrated, and productivity drops. 

Employee Experience

Agent Experience

In the Quebec Release, we're introducing Universal Request, a brand new way for organizations to manage service requests through a connected, enterprise-wide service delivery model. With Universal Request, customers can: 

• Provide employees with a single, unified service experience across HR, IT, Workplace Services, and extend across other departments using AppEngine.
• Enable cross-departmental collaboration and service request transfers for agents, that will speed up resolution times for employees and drive down operating costs 
• Display cross-departmental SLAs in a single place, for organizations to get a big-picture view of how their service delivery organizations are performing enterprise-wide 

Universal Request is available for customers and partners who are entitled to HR Service Delivery Professional and Enterprise. 

Listening Posts 

In January 2021, we released Listening Posts on the ServiceNow store to help customers capture employee feedback in-the-moment, understand the strengths and weaknesses in service delivery, and enable HR teams to take action quickly. By embedding pulse surveys with service requests and the various moments that matter across an employee's journey, HR teams can quickly gain new insights and act on them across a single platform. 

Capture employee feedback in-the-moment

Gain insights into the 'voice of the employee'

Listening Posts is available for customers and partners who are entitled to HR Service Delivery Enterprise. 

Journey Accelerator

Managers are under increasing pressure to deliver on their business and organizational objectives in remote and hybrid work environments. Often, it's up to them to create plans on-the-go when they hire a new employee, or when an employee takes on a new assignment or role. To help alleviate some of the challenges that managers and employees face in managing these transitions, ServiceNow launched Journey Accelerator to the ServiceNow Store in January 2021. Journey Accelerator enables managers to quickly create customized role-based plans for their employees. For example, managers can create plans for new hires on their teams, and assign the right tasks, activities, and mentors that will help the new hire get up to speed, and start contributing to their teams. HR admins can work with line managers across different departments to create plans, as the onboarding experience for a new hire in sales, is likely to be very different than the onboarding experience for a new hire in finance. 

Create customized role-based plans for employees

View and access your plans from anywhere

Journey Accelerator is available for customers and partners who are entitled to HR Service Delivery Enterprise.  For additional information, please watch this recorded HR Service Delivery Academy Session on Journey Accelerator. 

HR Mobile Agent App

We're excited to announce that the Mobile Agent App is now available for customers who are entitled to HR Service Delivery. HR agents and managers can now view and resolve employee service requests from anywhere, whether they're in the office, at home, or on-the-go. Within a simple mobile app, HR agents can open an existing case, attach a relevant knowledge article to respond to the request, and close the case with just a few taps and swipes. Managers for HR teams can also view the cases by type from a mobile dashboard within the app. 

Make updates on-the-go with a tap or a swipe

Receive knowledge article recommendations powered by AI

View HR cases and SLAs at-a-glance

The ServiceNow Mobile Agent app is available to customers and partners on the Google Play and Apple iOS store today. 

Microsoft Teams Integration

While many customers have used ServiceNow as the employee experience platform to manage their workflows across HR, IT, Workplace Services and Legal, we also deliver workflows through our customers' preferred collaboration platforms such as Microsoft Teams. Providing customers with choice and the flexibility of using their own preferred technology, will help boost employee productivity and engagement. 

Initiate a Microsoft Teams chat from Agent Workspace

Get help from a virtual or live agent directly in Microsoft Teams

The HR Service Delivery integration with Microsoft Teams is available for customers who are entitled to HR Service Delivery Professional or Enterprise. For additional information on this integration, please view this video and blog. 

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Join us for the The Now Platform Quebec event.

Register below to attend the Now Platform® Quebec release broadcast and hear about more capabilities to deliver cross-enterprise digital workflows that connect people, functions, and systems to accelerate innovation, increase agility and enhance productivity

Your event time will be automatically set based the country selected during registration.

AMS/EMEA: March 18 at 8 am PT/11 am ET/3 pm GMT
APJ: March 23 at 2 pm AEDT/12 pm JST KST

Register Now

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