ServiceNow’s Vancouver Release: Elevating the Employee Center Experience

In the dynamic realm of enterprise service management, ServiceNow stands out as a pioneer in driving innovation. The latest Vancouver release of the platform brings forth a number of features designed to elevate user interaction and operational efficiency. One area that has seen significant improvements is the Employee Center. ITCE is here to guide you through these changes and help you leverage them for your organisation’s advantage.

What is the Employee Center?

The Employee Center is the cohesive interface for all ServiceNow workflows, providing a unified experience for employees engaging with various services. It acts as a singular access point, streamlining the often disparate workflows and services across your organisation into one intuitive frontend. This eliminates the need for employees to navigate through multiple portals for information on IT requests, paychecks, benefits, and more. Instead, they can access a single portal that offers unified entry to all these essential services.

The product is packaged into two distinct apps: Employee Center and Employee Center Pro, each tailored to specific needs. Employee Center focuses on service delivery, allowing employees to report issues, request services, find answers, and complete tasks across departments. On the other hand, Employee Center Pro adds a layer of employee communication and engagement, empowering employees to stay informed and find comprehensive, cross-enterprise solutions.

Unpacking the Value

For customers, a contemporary and integrated employee portal is imperative. The Employee Center effectively caters to this requirement, scaling from efficient service delivery to a comprehensive employee destination site, resembling a modern intranet. It spans across all departments facilitating service delivery to employees, including IT services, HR, workplace management, GRC, and procurement. This ensures a comprehensive solution tailored to meet the diverse requirements of enterprise services. A noteworthy feature is the provision of out-of-the-box portal home pages based on industry best practices, making it an excellent starting point for organizations struggling to design an employee-centric portal.

As a multi-departmental portal, the Employee Center enables employees to access services seamlessly from various departments and offers a streamlined process for service requests. It is designed to keep employees engaged, productive, and well-informed. This approach aligns with ServiceNow’s vision of enhancing employee productivity by minimizing the time spent searching for information and services.

Vancouver Release: Top Features in Employee Center (Pro)

The Vancouver release brings a number of enhancements to the Employee Center and Employee Center Pro applications, focusing on increased AI capabilities and streamlined user interactions. Here are some of the standout features:

1. Interactive ‘My Active Items’ Widget 

With the Vancouver release, employees can now complete tasks such as approvals directly from the homepage. This is possible through “My Active Items” widget which brings all tasks assigned to the employee to be displayed on the homepage. For example, when a user needs to respond to an approval request, they can gain complete visibility into the details of the request directly from the homepage. This functionality enables them to understand the nature of the approval at a glance and respond with “approve” or “reject” with just a click. Admins are now able to choose between card view or list view for the layout configuration. In addition, all primary tasks are positioned on the top while secondary actions are placed below them to further improve the user experience.

Source: ServiceNow Community

2. High-Volume Content Publishing

Another significant improvement with the Vancouver release is that the Employee Center supports publishing content in a whole new level making it possible to keep the employees up to date with news and announcements. The production of the news article is much easier and intuitive with the content creation features of Rich Content Editor. It provides a variety of predefined content layouts containing headers, paragraph text and images making the process for content creation smoother. In addition, users can use the Content templates to auto-generate publish plans to deliver content to the portal Home page and News Center.

3. Intuitive AI Search Assist

The AI Search Assist functionality receives a significant boost in usability and user-friendliness in the Vancouver release. It now provides contextual search and intuitive recommendations on request forms submitted by users. In addition, the AI Search supports the Rich content and News Articles content sources, thus, returning results that contain the search keyword in the heading or the text. It’s also important to note that the AI Search functionality offers native multi-language support for Catalog items, Knowledge Base articles, and more. This enhancement is highly beneficial for multinational companies, as it accommodates diverse linguistic needs. 

4. Advanced Mega Menu Configuration

The Mega Menu that was introduced in February with the Advanced Portal Navigation is further Š°dvanced in the new release providing smoother experience for the end user. Admins can now configure Mega Menu drop-downs to include both taxonomy topics and direct Service Portal links, blurring the user’s perception of the difference between them. Taxonomy provides easy and native support to add Quick Links and flag content as “Featured”, thereby increasing search speed for employees and directing their focus towards the most important services. In addition, the introduction of a new tab layout allows an extra level of topic subdivision, enhancing categorisation for larger organizations.

Source: ServiceNow Community

5. Accessible ‘Get Support’ Feature

The Mega Menu customization is complemented by the addition of the “Get Support” button, an out-of-the-box widget placed on the Mega Menu. This feature ensures that support and guidance are readily available, regardless of the user’s location within the portal. By clicking on it, you get quick and easy access to essential support information such asRequest Profile Update, Ask HR question and Password Rest. The information and option displayed can be further customized depending on the needs of the customer.

Source: ServiceNow Community

Leveraging ServiceNow’s Latest Capabilities

The Vancouver release marks a substantial leap in ServiceNow’s capabilities, particularly in enhancing the Employee Center portal. While we’ve highlighted key aspects in this blog, there are quite a few other enhancements that are worth exploring. If you’d like to get further understanding of the latest capabilities, reach out to us at info@itce.com. We look forward to working with you to implement these advancements, whether as part of a new portal implementation or a migration from a previous service portal solution.

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