Guided Self-Service in Employee Center

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

[Omitted image “gss-guided-self-service-overview.png”] Alt text: 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:

• Exploring Playbook

• Playbook builder

• Building your first playbook

• Create a flow in Workflow Studio

• Create a playbook

• Building Playbooks

Related topics

Guided Self-Service reference

Use Guided Self-Service