{"id":645297,"date":"2022-04-21T08:49:36","date_gmt":"2022-04-21T06:49:36","guid":{"rendered":"https:\/\/www.devoteam.com\/expert-view\/servicenow-san-diego-whats-new-in-the-hr-domain\/"},"modified":"2022-04-21T08:49:36","modified_gmt":"2022-04-21T06:49:36","slug":"servicenow-san-diego-whats-new-in-the-hr-domain","status":"publish","type":"expert-view","link":"https:\/\/devoteam.info\/cz\/expert-view\/servicenow-san-diego-whats-new-in-the-hr-domain\/","title":{"rendered":"ServiceNow San Diego: What’s new in the HR domain?"},"content":{"rendered":"\n

It’s spring, and with the change of season, ServiceNow graces us with a new version of its platform. San Diego is its name, in tribute to the city that was the birthplace of this success story.<\/p>\n\n\n\n

A few months ago we presented the great novelty, a real revolution, that is the Employee Center, with the profound impact it will have on the employee experience.<\/p>\n\n\n\n

With San Diego, the editor consolidates its approach, and among the new features, we have chosen to highlight the new functionalities associated with surveys and questionnaires, which are increasingly used by our customers to develop employee engagement and measure satisfaction as well as NPS. Another great new feature, which covers many use cases for HR Service Delivery automation and onboarding process, is the addition of RPA and OCR capabilities to the platform.<\/p>\n\n\n\n

But before we start, we would like to keep the conversation rolling with the employee center and the user experience by highlighting the analytics that will give HR and UX designers a clear vision of metrics and interactions to better understand the Service Portal user experience and identify how to improve it.<\/p>\n\n\n\n

Since Rome, you had the opportunity to familiarize yourself with the new experience that the Employee Center brings, now is the time to take it a step further and improve it thanks to User Experience Analytics for Service Portal<\/a> and mobile.<\/p>\n\n\n\n

Build on User Experience and Employee Center thanks to User Experience Analytics<\/strong><\/h2>\n\n\n\n

User Experience Analytics is available for mobile app, employee center, agent workspace and back office.<\/p>\n\n\n\n

ServiceNow has provided template notices that are presented to users depending on their geographic region. Customers should review these notices and confirm they are in accordance with applicable law before they are presented to users. It is possible to tailor the specific options for how these notices are presented to users (including the specific wording)<\/p>\n\n\n\n

User Experience Analytics automatically detects the gestures and actions of portal users. You can view each occurrence of these events on the Analytics Dashboard.<\/p>\n\n\n\n

Main events are already configured, but you can always create new ones. You can use the analytics to optimize the user experience, and the deflection ratio, for example.<\/p>\n\n\n\n

Main events available out of the box:<\/p>\n\n\n\n

EVENT<\/strong><\/td>DESCRIPTION<\/strong><\/td><\/tr>
Submit Catalog Request<\/td>Tracks when a user submits a request through the SC Catalog Item widget. You can view the request ID and the number of items in each request.<\/td><\/tr>
Order Catalog Item<\/td>Tracks when a user orders a catalog item through the SC Catalog Item widget. You can view the name and ID of each ordered item. You can also view the associated request ID.<\/td><\/tr>
Submit Record Producer Request<\/td>Tracks when a user submits a request through any record producer.<\/td><\/tr>
View Knowledge Article<\/td>Tracks when a user views a knowledge article. You can view the name, ID, and language of each viewed article.<\/td><\/tr>
Initiate Search<\/td>Tracks when a user searches the portal using the Faceted Search and Typeahead Search widgets. You can view the search keywords that users enter. You can also compare the usage of the two search widgets.<\/td><\/tr>
Search Result Selected<\/td>Tracks when a user selects a search result when using the Faceted Search widget. You can view the click rank and sys_id of the selected search item.<\/td><\/tr>
Successful Login<\/td>Tracks when a user logs in to Service Portal.
Use these analytics to monitor login activity within a given time period.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

You can have metrics across all applications, and dashboards dedicated to a specific application, like the employee center.<\/p>\n\n\n\n

We have selected some reports to give you an idea of the power of this User Experience Analytics<\/strong> module:<\/p>\n\n\n\n

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User Experience Analytics module. Source: ServiceNow<\/em><\/figcaption><\/figure>\n\n\n\n

App usage<\/h4>\n\n\n\n

To give you a view of user adoption, see analytics such as the total number of users of your site or app, the average number of sessions opened daily, and how long sessions last on average.<\/p>\n\n\n\n

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App usage overview. Source: ServiceNow<\/em><\/figcaption><\/figure>\n\n\n\n

Screens module and Pages<\/h4>\n\n\n\n

The Screens module and Pages module show analytics specific to pages on your site or screens in your mobile application. You can view user action and navigation details for each.<\/p>\n\n\n\n

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Screens & Pages module. Source: ServiceNow<\/em><\/figcaption><\/figure>\n\n\n\n

Navigation path<\/h4>\n\n\n\n

Navigation paths enable you to quickly understand and isolate users’ journeys through your web or mobile application. They give you insights into the paths users follow from a root screen. These can help you:<\/p>\n\n\n\n