loc string | api string | lastmod string | changefreq string | priority float64 | sitemappart string | locale string | bundle string | page_id string | release string | title string | description string | keywords list | breadcrumbs list | html_content string | page_content dict | clean_text string | rich_text string |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/customize-email-interaction-experience.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/customize-email-interaction-experience.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/customize-email-interaction-experience.html | zurich | Customize the email interaction experience | Customize the Email Interaction record page in UI Builder for agents. | [
"Email Interaction for CSM"
] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Enable communication channels",
"Configure communication channels",
"Configuring the email channel",
"Email Interaction"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/customize-email-interaction-experience.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/customize-email-interaction-experience.html"><body id="... | {
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"enus"
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"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Customize the email interaction experience
Customize the Email Interaction record page in UI Builder for agents.
## Before you begin
Role required: admin
## About this task
For more information on UI Builder, see UI Builder.
## Procedure
1. Navigate to All > Now Experience Framework > UI Builder.
2. On the UI ... | ---
title: Customize the email interaction experience
description: Customize the Email Interaction record page in UI Builder for agents.
keywords:
- Email Interaction for CSM
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Enable communication channels
- Configure communication ch... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/customize-new-activity-marker-email-interaction.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/customize-new-activity-marker-email-interaction.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/customize-new-activity-marker-email-interaction.html | zurich | Customize the New Activity marker for an email interaction | Customize the New Activity marker in UI Builder to differentiate between the latest activities for agents. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Enable communication channels",
"Configure communication channels",
"Configuring the email channel",
"Email Interaction"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/customize-new-activity-marker-email-interaction.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/customize-new-activity-marker-email-interactio... | {
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"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Customize the New Activity marker for an email interaction
Customize the New Activity marker in UI Builder to differentiate between the latest activities for agents.
## Before you begin
A duplicate variant must be configured by an administrator. If the duplicate variant isn’t configured, you can't enable or disabl... | ---
title: Customize the New Activity marker for an email interaction
description: Customize the New Activity marker in UI Builder to differentiate between
the latest activities for agents.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Enable communication channel... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/customize-show-full-conversation.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/customize-show-full-conversation.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/customize-show-full-conversation.html | zurich | Customize showing a full conversation in UI Builder | Customize the show full conversation feature in UI Builder to display the entire email thread between the customer and agent. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Enable communication channels",
"Configure communication channels",
"Configuring the email channel",
"Email Interaction"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/customize-show-full-conversation.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/customize-show-full-conversation.html"><body id="customize-sh... | {
"attachments": {
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"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Customize showing a full conversation in UI Builder
Customize the show full conversation feature in UI Builder to display the entire email thread between the customer and agent.
## Before you begin
A duplicate variant must be configured by an administrator. If the duplicate variant isn’t configured, you can't enab... | ---
title: Customize showing a full conversation in UI Builder
description: Customize the show full conversation feature in UI Builder to display
the entire email thread between the customer and agent.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Enable communica... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/declarative-resposibility-framework.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/declarative-resposibility-framework.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/declarative-resposibility-framework.html | zurich | Configure access through the responsibility access configuration | Streamline how you create and update your responsibility definitions and access configurations by using the declarative responsibility framework in the Customer Service Management (CSM) application. This framework enables you to select the level of access for each responsibility by leveraging | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Set up your environment",
"User management",
"Configuring customer access management"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/declarative-resposibility-framework.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/declarative-resposibility-framework.html"><body id="declar... | {
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"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Configure access through the responsibility access configuration
Streamline how you create and update your responsibility definitions and access configurations by using the declarative responsibility framework in the Customer Service Management (CSM) application. This framework enables you to select the level of acc... | ---
title: Configure access through the responsibility access configuration
description: Streamline how you create and update your responsibility definitions
and access configurations by using the declarative responsibility framework in the
Customer Service Management (CSM) application. This framework enables you t... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/enable-agent-respond-customer-email-activity-history.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/enable-agent-respond-customer-email-activity-history.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/enable-agent-respond-customer-email-activity-history.html | zurich | Enable agents to respond to customers with email activity history | Enable agents to respond to customers with email activity history, which is created by embedding a mail script in an email client template. | [
"Email Interaction for CSM"
] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Enable communication channels",
"Configure communication channels",
"Configuring the email channel",
"Email Interaction"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/enable-agent-respond-customer-email-activity-history.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/enable-agent-respond-customer-email-activ... | {
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"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Enable agents to respond to customers with email activity history
Enable agents to respond to customers with email activity history, which is created by embedding a mail script in an email client template.
## Before you begin
Role required: admin
## Procedure
1. Navigate to All > Email Client > Email Client Temp... | ---
title: Enable agents to respond to customers with email activity history
description: Enable agents to respond to customers with email activity history, which
is created by embedding a mail script in an email client template.
keywords:
- Email Interaction for CSM
breadcrumbs:
- Customer Service Management
- Confi... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/enable-icc-for-ccaas.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/enable-icc-for-ccaas.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/enable-icc-for-ccaas.html | zurich | Implement the Interaction Controls Component (ICC) for contact center voice call and callback integrations | Implement prebuilt, certified integrations with Contact Center as a Service (CCaaS) providers using the ServiceNow® voice reference architecture. | [
"ICC for contact center integration",
"ICC for CCaaS",
"NVC for CCaaS integration"
] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Enable communication channels"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/enable-icc-for-ccaas.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/enable-icc-for-ccaas.html"><body id="enable-icc-for-ccaas"><main role="ma... | {
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},
{
"title"... | # Implement the Interaction Controls Component (ICC) for contact center voice call and callback integrations
Implement prebuilt, certified integrations with Contact Center as a Service (CCaaS) providers using the ServiceNow® voice reference architecture.
## About this task
The Interaction Controls Component (ICC) fe... | ---
title: Implement the Interaction Controls Component (ICC) for contact center voice
call and callback integrations
description: "Implement prebuilt, certified integrations with Contact Center as a\
\ Service (CCaaS) providers using the ServiceNow\xAE voice reference architecture."
keywords:
- ICC for contact cen... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/enable-publicaccess-for-restapis-csm-portal.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/enable-publicaccess-for-restapis-csm-portal.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/enable-publicaccess-for-restapis-csm-portal.html | zurich | Enable public access on REST APIs | Configure Scripted REST APIs to enable public access. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Set up self-service",
"Configure the Customer and Consumer Service Portals",
"Enabling guest users to submit a catalog item on the Customer Service Portal",
"Enable public access for a catalog item"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/enable-publicaccess-for-restapis-csm-portal.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/enable-publicaccess-for-restapis-csm-portal.html">... | {
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"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Enable public access on REST APIs
Configure Scripted REST APIs to enable public access.
## Before you begin
Role required: admin, catalog\_admin, web\_service\_admin
## Procedure
1. Navigate to All > System Web Services > Scripted Web Services > Scripted REST APIs.
2. Search and select for the type of API that y... | ---
title: Enable public access on REST APIs
description: Configure Scripted REST APIs to enable public access.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Set up self-service
- Configure the Customer and Consumer Service Portals
- Enabling guest users to submit a... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/handle-ccaas-callback-gvc.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/handle-ccaas-callback-gvc.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/handle-ccaas-callback-gvc.html | zurich | Manage a CCaaS callback request using GVC | As a customer service agent, when you leave the callback interaction page on the CSM/FSM Configurable Workspace during a call, you can use Global Voice Control (GVC) to continue with callback actions. You can return to the interaction page by | [] | [
"Customer Service Management",
"Using Customer Service Management",
"Customer communication",
"Manage a CCaaS callback request in the Configurable Workspace"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/handle-ccaas-callback-gvc.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/handle-ccaas-callback-gvc.html"><body id="handle-ccaas-callback-gvc"... | {
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"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Manage a CCaaS callback request using GVC
As a customer service agent, when you leave the callback interaction page on the CSM/FSM Configurable Workspace during a call, you can use Global Voice Control (GVC) to continue with callback actions. You can return to the
interaction page by selecting the Open interaction l... | ---
title: Manage a CCaaS callback request using GVC
description: As a customer service agent, when you leave the callback interaction
page on the CSM/FSM Configurable Workspace during a call, you can use Global Voice
Control (GVC) to continue with callback actions. You can return to the interaction
page by
keywo... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/import-queues.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/import-queues.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/import-queues.html | zurich | Import queues | Import queues from your contact center provider to ensure that customer interactions are routed to the appropriate agents based on their skills and availability. | [] | [
"Customer Service Management",
"Integrating Customer Service Management with other applications",
"Integrating with contact centers",
"CCaaS Admin Console"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/import-queues.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/import-queues.html"><body id="import-queues"><main role="main"><article role="ar... | {
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"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Import queues
Import queues from your contact center provider to ensure that customer interactions are routed to the appropriate agents based on their skills and availability.
## Before you begin
Role required: admin
## Procedure
1. Navigate to All > Contact Center Integration Center > CCaaS Admin Console
... | ---
title: Import queues
description: Import queues from your contact center provider to ensure that customer
interactions are routed to the appropriate agents based on their skills and availability.
keywords: []
breadcrumbs:
- Customer Service Management
- Integrating Customer Service Management with other applicati... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/make-item-public-csm-portal.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/make-item-public-csm-portal.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/make-item-public-csm-portal.html | zurich | Enable public access for a catalog item | Configure a catalog item to enable public access. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Set up self-service",
"Configure the Customer and Consumer Service Portals",
"Enabling guest users to submit a catalog item on the Customer Service Portal"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/make-item-public-csm-portal.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/make-item-public-csm-portal.html"><body id="make-item-public-csm-p... | {
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"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Enable public access for a catalog item
Configure a catalog item to enable public access.
## Before you begin
Role required: admin, catalog\_admin
## Procedure
1. Find the catalog items.
1. Navigate to All > Service Catalog > Catalog Builder.
2. Select Catalog items.
3. Search and select the required it... | ---
title: Enable public access for a catalog item
description: Configure a catalog item to enable public access.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Set up self-service
- Configure the Customer and Consumer Service Portals
- Enabling guest users to submit... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/plugin-requirements-for-external-call-routing-integration-for-contact-centers.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/plugin-requirements-for-external-call-routing-integration-for-contact-centers.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/plugin-requirements-for-external-call-routing-integration-for-contact-centers.html | zurich | Plugin requirements for voice and callback integrations with contact centers | For the Interaction Controls Component (ICC) call features to work, you must have a combination of plugins that can be downloaded from the ServiceNow® Store and CCaaS providers. | [
"Plugins for CCaaS",
"contact center plugins for nvc",
"contact center plugins for icc"
] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Enable communication channels",
"Implement the Interaction Controls Component (ICC) for contact center voice call and callback integrations"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/plugin-requirements-for-external-call-routing-integration-for-contact-centers.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/plugin-requireme... | {
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"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Plugin requirements for voice and callback integrations with contact centers
For the Interaction Controls Component (ICC) call features to work, you must have a combination of plugins that can be downloaded from the ServiceNow® Store and CCaaS providers.
The CCaaS providers must integrate with the ServiceNow platfo... | ---
title: Plugin requirements for voice and callback integrations with contact centers
description: "For the Interaction Controls Component (ICC) call features to work,\
\ you must have a combination of plugins that can be downloaded from the ServiceNow\xAE\
\ Store and CCaaS providers."
keywords:
- Plugins for CC... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/portal-config-notification-approval-surveys.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/portal-config-notification-approval-surveys.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/portal-config-notification-approval-surveys.html | zurich | Configure notification, approval, and survey for your portal header | Display menu items like notification, approval, and survey on your portal header. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Set up self-service",
"Set up Configurable Portal widgets",
"Portal Polaris Header widget",
"Configure the Portal Polaris Header widget for your portal"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/portal-config-notification-approval-surveys.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/portal-config-notification-approval-surveys.html">... | {
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{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
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{
"title"... | # Configure notification, approval, and survey for your portal header
Display menu items like notification, approval, and survey on your portal header.
## Before you begin
Role required: sp\_admin or admin
## Procedure
1. Navigate to All > Service Portal > Portal.
2. On the Service Portal page, search and select `... | ---
title: Configure notification, approval, and survey for your portal header
description: Display menu items like notification, approval, and survey on your portal
header.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Set up self-service
- Set up Configurable Po... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/ra-csm-enable-ra-variant-record-page.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/ra-csm-enable-ra-variant-record-page.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/ra-csm-enable-ra-variant-record-page.html | zurich | Enable Recommended Actions on variant record page | If Recommended Actions does not appear on a variant of a record page (such as the CSM default record page, CSM Interaction record page, or Front-line case page), it may be because the variant is not marked as active. You | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"CSM Configurable Workspace",
"Set up CSM Configurable Workspace",
"CSM Configurable Workspace record pages"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/ra-csm-enable-ra-variant-record-page.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/ra-csm-enable-ra-variant-record-page.html"><body id="ra-c... | {
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],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Enable Recommended Actions on variant record page
If Recommended Actions does not appear on a variant of a record page (such as the CSM default record page, CSM Interaction record page, or Front-line case page), it may be because the variant is not marked as active.
You can enable Recommended Actions by enabling the... | ---
title: Enable Recommended Actions on variant record page
description: If Recommended Actions does not appear on a variant of a record page
(such as the CSM default record page, CSM Interaction record page, or Front-line
case page), it may be because the variant is not marked as active. You
keywords: []
breadcru... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/ra-csm-guidances-share-kb-in-phone.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/ra-csm-guidances-share-kb-in-phone.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/ra-csm-guidances-share-kb-in-phone.html | zurich | Share knowledge articles in phone interactions | Share knowledge base (KB) articles with customers via SMS using the Add link in message option. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Implement Intelligence",
"Recommended Actions configuration",
"Recommended Actions",
"Guidances in Recommended Actions"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/ra-csm-guidances-share-kb-in-phone.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/ra-csm-guidances-share-kb-in-phone.html"><body id="ra-csm-g... | {
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{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Share knowledge articles in phone interactions
Share knowledge base (KB) articles with customers via SMS using the Add link in message option.
## Before you begin
Required plugins: To enable the Add link in message functionality, install the following plugins:
* Conversational SMS Service Channel (sn\_awa\_sms\_i... | ---
title: Share knowledge articles in phone interactions
description: Share knowledge base (KB) articles with customers via SMS using the Add
link in message option.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Implement Intelligence
- Recommended Actions config... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/send-case-email-replies-interaction-emails-activity-history.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/send-case-email-replies-interaction-emails-activity-history.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/send-case-email-replies-interaction-emails-activity-history.html | zurich | Send case email replies containing interaction emails in the activity history | Include emails from related interactions in agent case email responses to provide full context of prior email communications. The history is created by embedding an email script within an email client template. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Enable communication channels",
"Configure communication channels",
"Configuring the email channel",
"Email to case"
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{
"title"... | # Send case email replies containing interaction emails in the activity history
Include emails from related interactions in agent case email responses to provide full context of prior email communications. The history is created by embedding an email script within an email client template.
## Before you begin
Role r... | ---
title: Send case email replies containing interaction emails in the activity history
description: Include emails from related interactions in agent case email responses
to provide full context of prior email communications. The history is created by
embedding an email script within an email client template.
key... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/suggested-steps-generation-in-now-assist-for-customer-service-management-csm.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/suggested-steps-generation-in-now-assist-for-customer-service-management-csm.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/suggested-steps-generation-in-now-assist-for-customer-service-management-csm.html | zurich | Suggested steps generation in Now Assist for Customer Service Management (CSM) | Generate suggested steps automatically by analyzing clusters of closed cases with similar case resolution in the Now Assist for Customer Service Management (CSM) application. | [
"generative AI",
"generative AI for Customer Service Management",
"generative AI for customer service agents"
] | [
"Customer Service Management",
"Now Assist for Customer Service Management (CSM)",
"Using Now Assist for Customer Service Management (CSM)"
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{
"title"... | # Suggested steps generation in Now Assist for Customer Service Management (CSM)
Generate suggested steps automatically by analyzing clusters of closed cases with similar case resolution in the Now Assist for Customer Service Management (CSM) application.
## Before you begin
Role required: sn\_esm\_agent
## About t... | ---
title: Suggested steps generation in Now Assist for Customer Service Management (CSM)
description: Generate suggested steps automatically by analyzing clusters of closed
cases with similar case resolution in the Now Assist for Customer Service Management
(CSM) application.
keywords:
- generative AI
- generative... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/t_AddRelatedProdToKBOrArticle.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/t_AddRelatedProdToKBOrArticle.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/t_AddRelatedProdToKBOrArticle.html | zurich | Add a related product to a knowledge base or knowledge article | Add a product to a knowledge base or knowledge article using the Related Products field on the corresponding form. | [
"customer service",
"knowledge product entitlements",
"add related products",
"add related products"
] | [
"Customer Service Management",
"Administer Customer Service Management",
"Knowledge product entitlements"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/t_AddRelatedProdToKBOrArticle.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/t_AddRelatedProdToKBOrArticle.html"><body id="t_AddRelatedProdTo... | {
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{
"title"... | # Add a related product to a knowledge base or knowledge article
Add a product to a knowledge base or knowledge article using the Related
Products field on the corresponding form.
## Before you begin
Role required: admin
## About this task
To access knowledge bases and articles associated with a product, a user mu... | ---
title: Add a related product to a knowledge base or knowledge article
description: Add a product to a knowledge base or knowledge article using the Related
Products field on the corresponding form.
keywords:
- customer service
- knowledge product entitlements
- add related products
- add related products
breadcru... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/t_CreateACaseFromCustServApp.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/t_CreateACaseFromCustServApp.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/t_CreateACaseFromCustServApp.html | zurich | Create a customer service case | Customer service agents and agent managers can create cases using the Customer Service Management application. | [
"Customer Service Management",
"create a case",
"from the application"
] | [
"Customer Service Management",
"Using Customer Service Management",
"Manage cases"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/t_CreateACaseFromCustServApp.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/t_CreateACaseFromCustServApp.html"><body id="t_CreateACaseFromCus... | {
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{
"title"... | # Create a customer service case
Customer service agents and agent managers can create cases using the Customer Service Management application.
## Before you begin
Role required: sn\_customerservice\_agent, sn\_customerservice\_manager, or admin
Note: Apart from these roles, contributor roles also can create cases.... | ---
title: Create a customer service case
description: Customer service agents and agent managers can create cases using the
Customer Service Management application.
keywords:
- Customer Service Management
- create a case
- from the application
breadcrumbs:
- Customer Service Management
- Using Customer Service Manag... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/track-customer-orders-on-the-blsp.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/track-customer-orders-on-the-blsp.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/track-customer-orders-on-the-blsp.html | zurich | Track customer orders on the Business Location Service Portal | Enable your location staff to track customer orders for their business locations using the Business Location Service Portal (BLSP). This enables the location staff to view and monitor order details such as order status, account, channel partner information, helping them | [] | [
"Customer Service Management",
"Using Customer Service Management",
"Customer communication",
"Using the Business Location Service Portal"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/track-customer-orders-on-the-blsp.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/track-customer-orders-on-the-blsp.html"><body id="track-cust... | {
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{
"title"... | # Track customer orders on the Business Location Service Portal
Enable your location staff to track customer orders for their business locations using the Business Location Service Portal (BLSP). This enables the location staff to view and monitor order details such as order status,
account, channel partner informatio... | ---
title: Track customer orders on the Business Location Service Portal
description: Enable your location staff to track customer orders for their business
locations using the Business Location Service Portal (BLSP). This enables the location
staff to view and monitor order details such as order status, account, c... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/workforce-optimization-for-customer-service-configurable/concept/example-channel-management-configurable-wfo-cs.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/workforce-optimization-for-customer-service-configurable/concept/example-channel-management-configurable-wfo-cs.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/workforce-optimization-for-customer-service-configurable/concept/example-channel-management-configurable-wfo-cs.html | zurich | Example- Channel management using Workforce Optimization for Customer Service | Understand how you can monitor important metrics (or key process indicators) across different channels and queues. Manage the work being done by your team members (or agents in your teams) and collaborate with them to solve complex issues for your | [] | [
"Customer Service Management",
"Workforce Optimization for Customer Service",
"Exploring Workforce Optimization for Customer Service",
"Channel Management in Workforce Optimization for Customer Service"
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{
"title"... | # Example- Channel management using Workforce Optimization for Customer Service
Understand how you can monitor important metrics (or key process indicators) across
different channels and queues. Manage the work being done by your team members (or agents in your
teams) and collaborate with them to solve complex issues ... | ---
title: Example- Channel management using Workforce Optimization for Customer Service
description: Understand how you can monitor important metrics (or key process indicators)
across different channels and queues. Manage the work being done by your team members
(or agents in your teams) and collaborate with them... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/workforce-optimization-for-customer-service-configurable/task/analyze-staff-alignment-configurable-wfo-cs.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/workforce-optimization-for-customer-service-configurable/task/analyze-staff-alignment-configurable-wfo-cs.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/workforce-optimization-for-customer-service-configurable/task/analyze-staff-alignment-configurable-wfo-cs.html | zurich | Analyze staff alignment using Demand Forecast | Use Demand Forecast to plan the number of staff members that you require so that you have enough agents to do the job. | [] | [
"Customer Service Management",
"Workforce Optimization for Customer Service",
"Using Workforce Optimization for Customer Service",
"Scheduling in Workforce Optimization for Customer Service"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/workforce-optimization-for-customer-service-configurable/task/analyze-staff-alignment-configurable-wfo-cs.html" id="bundle:zurich-customer-service-management/enus/product/workforce-optimization-for-customer-service-configurab... | {
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"title"... | # Analyze staff alignment using Demand Forecast
Use Demand Forecast to plan the number of staff members that you require so that you have enough agents to do the job.
## Before you begin
Role required: sn\_agent\_forecast.user
## About this task
Using Demand Forecast, you can:
* Monitor agent or team shift covera... | ---
title: Analyze staff alignment using Demand Forecast
description: Use Demand Forecast to plan the number of staff members that you require
so that you have enough agents to do the job.
keywords: []
breadcrumbs:
- Customer Service Management
- Workforce Optimization for Customer Service
- Using Workforce Optimizat... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/workforce-optimization-for-customer-service-configurable/task/create-recurring-meeting-wfo.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/workforce-optimization-for-customer-service-configurable/task/create-recurring-meeting-wfo.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/workforce-optimization-for-customer-service-configurable/task/create-recurring-meeting-wfo.html | zurich | Create recurring meetings | Set recurring meetings or training sessions for your team from the Schedule tab. You can create daily, weekly, monthly, or yearly meetings. | [] | [
"Customer Service Management",
"Workforce Optimization for Customer Service",
"Using Workforce Optimization for Customer Service",
"Scheduling in Workforce Optimization for Customer Service"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/workforce-optimization-for-customer-service-configurable/task/create-recurring-meeting-wfo.html" id="bundle:zurich-customer-service-management/enus/product/workforce-optimization-for-customer-service-configurable/task/create-... | {
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{
"title"... | # Create recurring meetings
Set recurring meetings or training sessions for your team from the Schedule tab. You can create daily, weekly, monthly, or yearly meetings.
## Before you begin
Role required: sn\_shift\_planning.admin
## Procedure
1. Navigate to Workspaces > Manager Workspace.
2. Select the Schedule () ... | ---
title: Create recurring meetings
description: Set recurring meetings or training sessions for your team from the Schedule
tab. You can create daily, weekly, monthly, or yearly meetings.
keywords: []
breadcrumbs:
- Customer Service Management
- Workforce Optimization for Customer Service
- Using Workforce Optimiza... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/workforce-optimization-for-customer-service-configurable/task/create-schedule-plan-configurable-wfo-cs.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/workforce-optimization-for-customer-service-configurable/task/create-schedule-plan-configurable-wfo-cs.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/workforce-optimization-for-customer-service-configurable/task/create-schedule-plan-configurable-wfo-cs.html | zurich | Create a schedule plan | Manage your team's schedule by creating a schedule plan that covers a span of time and includes your team's work shifts. You can also assign agents to shifts based on their skills and availability. This way, you can make sure | [
"Workforce Optimization for Customer Service",
"Create a schedule plan"
] | [
"Customer Service Management",
"Workforce Optimization for Customer Service",
"Using Workforce Optimization for Customer Service",
"Scheduling in Workforce Optimization for Customer Service"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/workforce-optimization-for-customer-service-configurable/task/create-schedule-plan-configurable-wfo-cs.html" id="bundle:zurich-customer-service-management/enus/product/workforce-optimization-for-customer-service-configurable/... | {
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{
"title"... | # Create a schedule plan
Manage your team's schedule by creating a schedule plan that covers a span of time
and includes your team's work shifts. You can also assign agents to shifts based on their
skills and availability. This way, you can make sure that you are using your resources in
the best way possible for your ... | ---
title: Create a schedule plan
description: Manage your team's schedule by creating a schedule plan that covers a
span of time and includes your team's work shifts. You can also assign agents to
shifts based on their skills and availability. This way, you can make sure
keywords:
- Workforce Optimization for Cust... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/workforce-optimization-for-customer-service-configurable/task/create-shift-plan-configurable-wfo-cs.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/workforce-optimization-for-customer-service-configurable/task/create-shift-plan-configurable-wfo-cs.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/workforce-optimization-for-customer-service-configurable/task/create-shift-plan-configurable-wfo-cs.html | zurich | Create a shift plan | Schedule shifts for your team so that you can make sure that you are covering all work assignments and breaks. You can also specify the days of the week that you might need to override scheduled shifts. | [
"Workforce Optimization for Customer Service",
"Create a shift plan"
] | [
"Customer Service Management",
"Workforce Optimization for Customer Service",
"Using Workforce Optimization for Customer Service",
"Scheduling in Workforce Optimization for Customer Service"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/workforce-optimization-for-customer-service-configurable/task/create-shift-plan-configurable-wfo-cs.html" id="bundle:zurich-customer-service-management/enus/product/workforce-optimization-for-customer-service-configurable/tas... | {
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"title"... | # Create a shift plan
Schedule shifts for your team so that you can make sure that you are covering all
work assignments and breaks. You can also specify the days of the week that you might need
to override scheduled shifts.
## Before you begin
Role required: sn\_shift\_planning.admin
## About this task
In the Shi... | ---
title: Create a shift plan
description: Schedule shifts for your team so that you can make sure that you are
covering all work assignments and breaks. You can also specify the days of the week
that you might need to override scheduled shifts.
keywords:
- Workforce Optimization for Customer Service
- Create a sh... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/workforce-optimization-for-customer-service-configurable/task/manage_scheduling_csm_agent_workspace.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/workforce-optimization-for-customer-service-configurable/task/manage_scheduling_csm_agent_workspace.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/workforce-optimization-for-customer-service-configurable/task/manage_scheduling_csm_agent_workspace.html | zurich | Manage your schedule from CSM Agent Workspace | Look up your schedule, request time off, or swap your shift with your peers using the calendar in CSM Agent Workspace. If you can work during the requested shift, you can also approve your peer's request for shift swap. | [] | [
"Customer Service Management",
"Using Customer Service Management",
"Agent management",
"Workforce Optimization for CSM Agent Workspace"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/workforce-optimization-for-customer-service-configurable/task/manage_scheduling_csm_agent_workspace.html" id="bundle:zurich-customer-service-management/enus/product/workforce-optimization-for-customer-service-configurable/tas... | {
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"title": "Customer Service Management",
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{
"title"... | # Manage your schedule from CSM Agent Workspace
Look up your schedule, request time off, or swap your shift with your peers using the calendar in CSM Agent Workspace. If you can work during the requested shift, you can also approve your peer's request for shift
swap.
## Before you begin
Important: To access the next... | ---
title: Manage your schedule from CSM Agent Workspace
description: Look up your schedule, request time off, or swap your shift with your
peers using the calendar in CSM Agent Workspace. If you can work during the requested
shift, you can also approve your peer's request for shift swap.
keywords: []
breadcrumbs:
... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/workforce-optimization-for-customer-service-configurable/task/track-manage-teams-schedule-configurable-wfo.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/workforce-optimization-for-customer-service-configurable/task/track-manage-teams-schedule-configurable-wfo.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/workforce-optimization-for-customer-service-configurable/task/track-manage-teams-schedule-configurable-wfo.html | zurich | Track and manage your teams' schedule | Create, update, or monitor your teams' schedule from one location. You can approve or reject requests for swapping shifts or time off for agents within your assignment group. | [
"Workforce Optimization for Customer Service",
"Track and manage your teams' schedule"
] | [
"Customer Service Management",
"Workforce Optimization for Customer Service",
"Using Workforce Optimization for Customer Service",
"Scheduling in Workforce Optimization for Customer Service"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/workforce-optimization-for-customer-service-configurable/task/track-manage-teams-schedule-configurable-wfo.html" id="bundle:zurich-customer-service-management/enus/product/workforce-optimization-for-customer-service-configura... | {
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"title": "Customer Service Management",
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{
"title"... | # Track and manage your teams' schedule
Create, update, or monitor your teams' schedule from one location. You can approve or
reject requests for swapping shifts or time off for agents within your assignment
group.
## Before you begin
Role required: sn\_shift\_planning.admin
## About this task
Using the calendar, ... | ---
title: Track and manage your teams' schedule
description: Create, update, or monitor your teams' schedule from one location. You
can approve or reject requests for swapping shifts or time off for agents within
your assignment group.
keywords:
- Workforce Optimization for Customer Service
- Track and manage your... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/workforce-optimization-for-customer-service-configurable/task/view-schedule-adherence-configurable-wfo.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/workforce-optimization-for-customer-service-configurable/task/view-schedule-adherence-configurable-wfo.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/workforce-optimization-for-customer-service-configurable/task/view-schedule-adherence-configurable-wfo.html | zurich | Monitor schedule adherence of your agents | Use schedule adherence to evaluate whether or not your agents are adhering to their assigned schedules. You can look for areas where low-value activity can be eliminated or reduced and further analyze staffing levels throughout the day. | [
"Workforce Optimization for Customer Service",
"Track and manage your teams' schedule"
] | [
"Customer Service Management",
"Workforce Optimization for Customer Service",
"Using Workforce Optimization for Customer Service",
"Scheduling in Workforce Optimization for Customer Service"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/workforce-optimization-for-customer-service-configurable/task/view-schedule-adherence-configurable-wfo.html" id="bundle:zurich-customer-service-management/enus/product/workforce-optimization-for-customer-service-configurable/... | {
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{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Monitor schedule adherence of your agents
Use schedule adherence to evaluate whether or not your agents are adhering to their
assigned schedules. You can look for areas where low-value activity can be eliminated or
reduced and further analyze staffing levels throughout the day.
## Before you begin
Role required: s... | ---
title: Monitor schedule adherence of your agents
description: Use schedule adherence to evaluate whether or not your agents are adhering
to their assigned schedules. You can look for areas where low-value activity can
be eliminated or reduced and further analyze staffing levels throughout the day.
keywords:
- W... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/contract-mgmt-pro/reference/cmpro-actn-assignment-form.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/contract-mgmt-pro/reference/cmpro-actn-assignment-form.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/contract-mgmt-pro/reference/cmpro-actn-assignment-form.html | zurich | Action assignment form | Learn about the fields of the Action Assignment form. Use this form to add the New action button to your workspace. | [] | [
"Employee Service Management",
"Contract Management Pro",
"Contract Management Pro reference"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/contract-mgmt-pro/reference/cmpro-actn-assignment-form.html" id="bundle:zurich-employee-service-management/enus/product/contract-mgmt-pro/reference/cmpro-actn-assignment-form.html"><body id="cmpro-actn-assignment-form"><main ... | {
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"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
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... | # Action assignment form
Learn about the fields of the Action Assignment form. Use this form to add the New action button to your workspace.
Use the action assignment form to define a action button in your workspace and map it to the built-in action that initiates a contract request. For more information, see Add a w... | ---
title: Action assignment form
description: Learn about the fields of the Action Assignment form. Use this form to
add the New action button to your workspace.
keywords: []
breadcrumbs:
- Employee Service Management
- Contract Management Pro
- Contract Management Pro reference
---
# Action assignment form
Learn ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/contract-mgmt-pro/task/cncore-config-initiate-cont.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/contract-mgmt-pro/task/cncore-config-initiate-cont.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/contract-mgmt-pro/task/cncore-config-initiate-cont.html | zurich | Add a workspace action button for initiating a contract request | As an administrator, define an action button in your workspace and map it to the built-in action that initiates a contract request. | [] | [
"Employee Service Management",
"Contract Management Pro",
"Configuring Contract Management Pro",
"Add and configure contract request functionality into your workspace"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/contract-mgmt-pro/task/cncore-config-initiate-cont.html" id="bundle:zurich-employee-service-management/enus/product/contract-mgmt-pro/task/cncore-config-initiate-cont.html"><body id="cncore-config-initiate-cont"><main role="m... | {
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"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Add a workspace action button for initiating a contract request
As an administrator, define an action button in your workspace and map it to the built-in action that initiates a contract request.
## Before you begin
Role required: admin
## Procedure
1. Add initiate contract request functionality to your workspac... | ---
title: Add a workspace action button for initiating a contract request
description: As an administrator, define an action button in your workspace and map
it to the built-in action that initiates a contract request.
keywords: []
breadcrumbs:
- Employee Service Management
- Contract Management Pro
- Configuring Co... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/employee-center/concept/ecpro-setup-task-management.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/employee-center/concept/ecpro-setup-task-management.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/employee-center/concept/ecpro-setup-task-management.html | zurich | Setup Employee Center Pro task management | Enhance employee productivity and drive portal consolidation. | [] | [
"Employee Service Management",
"Unified Employee Experience",
"Employee Center Pro",
"Configuring Employee Center Pro"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/employee-center/concept/ecpro-setup-task-management.html" id="bundle:zurich-employee-service-management/enus/product/employee-center/concept/ecpro-setup-task-management.html"><body id="ecpro-setup-task-management"><main role=... | {
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"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Setup Employee Center Pro task management
Enhance employee productivity and drive portal consolidation.
1. Configure the employee task experience:
* Employee tasks page
* Employee requests page
* My Active items
* Approval hub
2. Enable employees with single-click access to their web applications, both ... | ---
title: Setup Employee Center Pro task management
description: Enhance employee productivity and drive portal consolidation.
keywords: []
breadcrumbs:
- Employee Service Management
- Unified Employee Experience
- Employee Center Pro
- Configuring Employee Center Pro
---
# Setup Employee Center Pro task management
... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/employee-center/concept/integrate-ec.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/employee-center/concept/integrate-ec.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/employee-center/concept/integrate-ec.html | zurich | Employee Center Integrations | Access Employee Center capabilities beyond the portal to further enhance the employee experience. | [] | [
"Employee Service Management",
"Unified Employee Experience"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/employee-center/concept/integrate-ec.html" id="bundle:zurich-employee-service-management/enus/product/employee-center/concept/integrate-ec.html"><body id="integrate-ec"><main role="main"><article role="article" class="dita" i... | {
"attachments": {
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"enus"
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"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Employee Center Integrations
Access Employee Center capabilities beyond the portal to further enhance the employee experience.
| MobileAccess Employee Center through the NowMobile app. | Employee Center Pro KioskProvide deskless workers with simplified access to information and services for self-service. |
| --- | ... | ---
title: Employee Center Integrations
description: Access Employee Center capabilities beyond the portal to further enhance
the employee experience.
keywords: []
breadcrumbs:
- Employee Service Management
- Unified Employee Experience
---
# Employee Center Integrations
Access Employee Center capabilities beyond t... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/employee-center/concept/manage-job-reqs.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/employee-center/concept/manage-job-reqs.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/employee-center/concept/manage-job-reqs.html | zurich | Manage the job requisitions as a recruiter | Update, put it on hold, send a requisition for approval, or close it. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Hiring Experiences",
"Using Hiring Experiences",
"Recruitment Workspace",
"Using Recruitment workspace"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/employee-center/concept/manage-job-reqs.html" id="bundle:zurich-employee-service-management/enus/product/employee-center/concept/manage-job-reqs.html"><body id="manage-job-reqs"><main role="main"><article role="article" class... | {
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"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Manage the job requisitions as a recruiter
Update, put it on hold, send a requisition for approval, or close it.
| ---
title: Manage the job requisitions as a recruiter
description: Update, put it on hold, send a requisition for approval, or close it.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Hiring Experiences
- Using Hiring Experiences
- Recruitment Workspace
- Using Recruitment workspace
---... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/employee-center/task/add-modules-rich-content-editor.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/employee-center/task/add-modules-rich-content-editor.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/employee-center/task/add-modules-rich-content-editor.html | zurich | Add predefined content layouts with the Rich Content Editor | Use modules to easily add new content layouts containing headers, paragraph text, and images. Choose from layouts comprised of three vertical cards, three horizontal cards, or a side-by-side configuration with an image positioned to the right of a text block. | [] | [
"Employee Service Management",
"Unified Employee Experience",
"Employee Center Pro",
"Authoring and managing employee communications",
"Creating employee communications",
"Microsites"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/employee-center/task/add-modules-rich-content-editor.html" id="bundle:zurich-employee-service-management/enus/product/employee-center/task/add-modules-rich-content-editor.html"><body id="add-modules-rich-content-editor"><main... | {
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"breadcrumbs": [
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"title": "Employee Service Management",
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... | # Add predefined content layouts with the Rich Content Editor
Use modules to easily add new content layouts containing headers, paragraph text, and images. Choose from layouts comprised of three vertical cards, three horizontal cards, or a side-by-side configuration with an image
positioned to the right of a text bloc... | ---
title: Add predefined content layouts with the Rich Content Editor
description: Use modules to easily add new content layouts containing headers, paragraph
text, and images. Choose from layouts comprised of three vertical cards, three horizontal
cards, or a side-by-side configuration with an image positioned to... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/employee-center/task/align-search-for-curated-exp.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/employee-center/task/align-search-for-curated-exp.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/employee-center/task/align-search-for-curated-exp.html | zurich | AI Search for Curated Experiences | Align the AI search to limit the search to the content associated with your taxonomy. | [] | [
"Employee Service Management",
"Unified Employee Experience",
"Employee Center",
"Configuring Employee Center",
"Setup search experience"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/employee-center/task/align-search-for-curated-exp.html" id="bundle:zurich-employee-service-management/enus/product/employee-center/task/align-search-for-curated-exp.html"><body id="align-search-for-curated-exp"><main role="ma... | {
"attachments": {
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"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # AI Search for Curated Experiences
Align the AI search to limit the search to the content associated with your
taxonomy.
## Before you begin
Role required: admin
Deactivate the existing taxonomy so that the search configurations pick up the
content from your taxonomy.
## About this task
For new customers, the AI... | ---
title: AI Search for Curated Experiences
description: Align the AI search to limit the search to the content associated with
your taxonomy.
keywords: []
breadcrumbs:
- Employee Service Management
- Unified Employee Experience
- Employee Center
- Configuring Employee Center
- Setup search experience
---
# AI Sear... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/employee-center/task/config-employee-ex-fdbck.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/employee-center/task/config-employee-ex-fdbck.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/employee-center/task/config-employee-ex-fdbck.html | zurich | Set up the feedback configuration | Set up the feedback configuration for the experience and service feedback in the Employee Center portal. Configure a seamless channel of feedback communication that remains constant for your portal. | [] | [
"Employee Service Management",
"Unified Employee Experience",
"Employee Center Pro",
"Configuring Employee Center Pro",
"Setup continuous improvement",
"Integrated experience and service feedback"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/employee-center/task/config-employee-ex-fdbck.html" id="bundle:zurich-employee-service-management/enus/product/employee-center/task/config-employee-ex-fdbck.html"><body id="config-employee-ex-fdbck"><main role="main"><article... | {
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"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Set up the feedback configuration
Set up the feedback configuration for the experience and service feedback in the Employee Center portal. Configure a seamless channel of feedback communication that remains constant for your portal.
## Before you begin
Role required: sn\_hr\_sp.esc\_admin
## About this task
Set ... | ---
title: Set up the feedback configuration
description: Set up the feedback configuration for the experience and service feedback
in the Employee Center portal. Configure a seamless channel of feedback communication
that remains constant for your portal.
keywords: []
breadcrumbs:
- Employee Service Management
- U... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/employee-center/task/ec-attendee-list-company-events.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/employee-center/task/ec-attendee-list-company-events.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/employee-center/task/ec-attendee-list-company-events.html | zurich | Attendee List and RSVP for company events | Attendee list can be viewed for company events. | [] | [
"Employee Service Management",
"Unified Employee Experience",
"Employee Center Pro",
"Authoring and managing employee communications",
"Creating employee communications",
"Company events"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/employee-center/task/ec-attendee-list-company-events.html" id="bundle:zurich-employee-service-management/enus/product/employee-center/task/ec-attendee-list-company-events.html"><body id="ec-attendee-list-company-events"><main... | {
"attachments": {
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"enus"
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"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Attendee List and RSVP for company events
Attendee list can be viewed for company events.
## Before you begin
* Role required: sn\_cd.content\_manager
* Complete the steps to Create a company event.
## About this task
#### Attendee List
When you create a company event you can View attendee list based on the num... | ---
title: Attendee List and RSVP for company events
description: Attendee list can be viewed for company events.
keywords: []
breadcrumbs:
- Employee Service Management
- Unified Employee Experience
- Employee Center Pro
- Authoring and managing employee communications
- Creating employee communications
- Company even... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/employee-center/task/ec-rich-content-image.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/employee-center/task/ec-rich-content-image.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/employee-center/task/ec-rich-content-image.html | zurich | Add an Image with the Rich Content Editor | Use the Rich Content Editor canvas to add images in your content. | [] | [
"Employee Service Management",
"Unified Employee Experience",
"Employee Center Pro",
"Authoring and managing employee communications",
"Creating employee communications",
"Microsites"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/employee-center/task/ec-rich-content-image.html" id="bundle:zurich-employee-service-management/enus/product/employee-center/task/ec-rich-content-image.html"><body id="ec-rich-content-image"><main role="main"><article role="ar... | {
"attachments": {
"all_attachments": null,
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"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Add an Image with the Rich Content Editor
Use the Rich Content Editor canvas to add images in your
content.
## Before you begin
Role required: sn\_cd.content\_manager
Fill in the New content form fields. See Create rich content
Create the page layout using modules or columns.
* Modules are predefined content la... | ---
title: Add an Image with the Rich Content Editor
description: Use the Rich Content Editor canvas to add images in your content.
keywords: []
breadcrumbs:
- Employee Service Management
- Unified Employee Experience
- Employee Center Pro
- Authoring and managing employee communications
- Creating employee communicati... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/employee-center/task/mnge-content-topics.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/employee-center/task/mnge-content-topics.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/employee-center/task/mnge-content-topics.html | zurich | Manage connected content from topic pages | Link your desired categories to the topics and track the additions and removals to have easier management of unconnected content. | [] | [
"Employee Service Management",
"Unified Employee Experience",
"Employee Center",
"Configuring Employee Center",
"Setup Employee Center browse experience features",
"Taxonomy and connected content"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/employee-center/task/mnge-content-topics.html" id="bundle:zurich-employee-service-management/enus/product/employee-center/task/mnge-content-topics.html"><body id="mnge-content-topics"><main role="main"><article role="article"... | {
"attachments": {
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"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Manage connected content from topic pages
Link your desired categories to the topics and track the additions and removals to have easier management of unconnected content.
## Before you begin
Role required: taxonomy\_admin
User criteria required: Taxonomy Manager, Taxonomy Contributor, Topic Manager, Topic Contri... | ---
title: Manage connected content from topic pages
description: Link your desired categories to the topics and track the additions and
removals to have easier management of unconnected content.
keywords: []
breadcrumbs:
- Employee Service Management
- Unified Employee Experience
- Employee Center
- Configuring Empl... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/employee-center/task/user-portal-data-map.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/employee-center/task/user-portal-data-map.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/employee-center/task/user-portal-data-map.html | zurich | User portal data map | User Portal Data Map table table is accessible only to the maint user and is auto-deleted in 30 days with an auto-flush job. | [] | [
"Employee Service Management",
"Unified Employee Experience",
"Employee Center",
"Configuring Employee Center",
"Setup Employee Center browse experience features",
"Mega menu configuration",
"Configure Mega menu async load system properties"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/employee-center/task/user-portal-data-map.html" id="bundle:zurich-employee-service-management/enus/product/employee-center/task/user-portal-data-map.html"><body id="user-portal-data-map"><main role="main"><article role="artic... | {
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{
... | # User portal data map
User Portal Data Map table table is accessible only to the maint user and is auto-deleted in 30 days with an auto-flush job.
## Before you begin
Role required: admin or maint user.
## About this task
User Portal Data Map table stores the session data when the user logs in. When you mark
* s... | ---
title: User portal data map
description: User Portal Data Map table table is accessible only to the maint user
and is auto-deleted in 30 days with an auto-flush job.
keywords: []
breadcrumbs:
- Employee Service Management
- Unified Employee Experience
- Employee Center
- Configuring Employee Center
- Setup Employ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/employee-service-management/concept/egd-employee-growth-development-suite.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/employee-service-management/concept/egd-employee-growth-development-suite.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/employee-service-management/concept/egd-employee-growth-development-suite.html | zurich | Growth Experiences | The ServiceNow® Growth Experiences applications use a suite of products to help employees develop, grow and deliver on critical business outcomes. | [] | [
"Employee Service Management",
"HR Service Delivery"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/employee-service-management/concept/egd-employee-growth-development-suite.html" id="bundle:zurich-employee-service-management/enus/product/employee-service-management/concept/egd-employee-growth-development-suite.html"><body ... | {
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... | # Growth Experiences
The ServiceNow®
Growth Experiences applications use a suite of products to help employees develop, grow and deliver on critical business outcomes.
A suite of products and applications make up the complete functionality of ServiceNow
Growth Experiences. Learning, career assessments, manager hub an... | ---
title: Growth Experiences
description: "The ServiceNow\xAE Growth Experiences applications use a suite of products\
\ to help employees develop, grow and deliver on critical business outcomes."
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
---
# Growth Experiences
The ServiceNow®... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/employee-service-management/granular-delegation/concept/granular-delegation-setup.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/employee-service-management/granular-delegation/concept/granular-delegation-setup.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/employee-service-management/granular-delegation/concept/granular-delegation-setup.html | zurich | Setting up Granular Delegation | Set up Granular Delegation so your employees can delegate their tasks to other employees. | [] | [
"Employee Service Management",
"Granular Delegation"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/employee-service-management/granular-delegation/concept/granular-delegation-setup.html" id="bundle:zurich-employee-service-management/enus/product/employee-service-management/granular-delegation/concept/granular-delegation-se... | {
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... | # Setting up Granular Delegation
Set up Granular Delegation so your employees can delegate their tasks to other
employees.
## Configuration steps
1. Activate Granular Delegation
2. Define what tasks can be delegated by adding the table that holds the tasks: Add delegation rule tables
3. For each delegation table: Cr... | ---
title: Setting up Granular Delegation
description: Set up Granular Delegation so your employees can delegate their tasks
to other employees.
keywords: []
breadcrumbs:
- Employee Service Management
- Granular Delegation
---
# Setting up Granular Delegation
Set up Granular Delegation so your employees can delegat... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/employee-service-management/reference/egd-quick-start-tests-td-core.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/employee-service-management/reference/egd-quick-start-tests-td-core.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/employee-service-management/reference/egd-quick-start-tests-td-core.html | zurich | Quick start tests for Talent Development Core | Validate that these Talent Development Core features still works after you make any configuration change such as applying an upgrade or developing an application. Copy and customize these quick start tests to pass when using your instance-specific data. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Growth Experiences",
"Talent Development Core",
"Installing and configuring the Talent Development Core app"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/employee-service-management/reference/egd-quick-start-tests-td-core.html" id="bundle:zurich-employee-service-management/enus/product/employee-service-management/reference/egd-quick-start-tests-td-core.html"><body id="egd-quic... | {
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... | # Quick start tests for Talent Development Core
Validate that these Talent Development Core features still works after you make any configuration change such as applying an upgrade or developing an application. Copy and customize these quick start tests to pass when using your instance-specific
data.
Danger: By defau... | ---
title: Quick start tests for Talent Development Core
description: Validate that these Talent Development Core features still works after
you make any configuration change such as applying an upgrade or developing an application.
Copy and customize these quick start tests to pass when using your instance-specifi... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/employee-service-management/task/edit-conversations-series.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/employee-service-management/task/edit-conversations-series.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/employee-service-management/task/edit-conversations-series.html | zurich | Edit a growth conversation series | Edit a growth conversation series to add any details that you have missed out while creating the conversation. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Growth Experiences",
"Career Conversations",
"Using the Career Conversations application"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/employee-service-management/task/edit-conversations-series.html" id="bundle:zurich-employee-service-management/enus/product/employee-service-management/task/edit-conversations-series.html"><body id="edit-conversations-series"... | {
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... | # Edit a growth conversation series
Edit a growth conversation series to add any details that you have missed out while creating the conversation.
## Before you begin
You must have a growth conversation created in order to edit it, see Create a growth conversation
Role required: employee [sn\_egd\_act.employee] or ... | ---
title: Edit a growth conversation series
description: Edit a growth conversation series to add any details that you have missed
out while creating the conversation.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Growth Experiences
- Career Conversations
- Using the Career Conversa... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/employee-service-management/task/egd-td-core-run-quick-start-test.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/employee-service-management/task/egd-td-core-run-quick-start-test.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/employee-service-management/task/egd-td-core-run-quick-start-test.html | zurich | Run quick start tests for Talent Development Core | Run quick start tests to verify the Talent Development Core app and features still work after each upgrade and deployment of new applications or integrations. If you customized Talent Development Core, you must configure the quick start tests to ensure | [] | [
"Employee Service Management",
"HR Service Delivery",
"Growth Experiences",
"Talent Development Core",
"Installing and configuring the Talent Development Core app",
"Quick start tests for Talent Development Core"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/employee-service-management/task/egd-td-core-run-quick-start-test.html" id="bundle:zurich-employee-service-management/enus/product/employee-service-management/task/egd-td-core-run-quick-start-test.html"><body id="egd-td-core-... | {
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... | # Run quick start tests for Talent Development Core
Run quick start tests to verify the Talent Development Core app and features still work after each upgrade and deployment of new applications or integrations. If you customized Talent Development Core, you must configure the quick start tests to ensure they're compat... | ---
title: Run quick start tests for Talent Development Core
description: Run quick start tests to verify the Talent Development Core app and features
still work after each upgrade and deployment of new applications or integrations.
If you customized Talent Development Core, you must configure the quick start tests... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/asc-configure.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/asc-configure.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/asc-configure.html | zurich | Setting up your Alumni Center | Set up your Alumni Center so you can communicate with your former employees or non-employees. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Alumni Center"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/asc-configure.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/asc-configure.html"><body id="asc-configure"><main role="main"><article role="article" class="dita... | {
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... | # Setting up your Alumni Center
Set up your Alumni Center so you can communicate with your former employees or non-employees.
The following plugins must be activated prior to activating the Alumni Center (sn\_asc) plugin:
* Human Resources Scoped App: Core (com.sn\_hr\_core)
* Employee Center (sn\_ex\_sp)
For more ... | ---
title: Setting up your Alumni Center
description: Set up your Alumni Center so you can communicate with your former employees
or non-employees.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Alumni Center
---
# Setting up your Alumni Center
Set up your Alumni Center so you can c... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/config-hr-mii-bs.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/config-hr-mii-bs.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/config-hr-mii-bs.html | zurich | Configuring HR Multi Instance Integration | Plan and configure your implementation of HR Multi Instance Integration. | [] | [
"Employee Service Management",
"HR Service Delivery",
"HR Multi Instance Integration"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/config-hr-mii-bs.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/config-hr-mii-bs.html"><body id="config-hr-mii-bs"><main role="main"><article role="article" cl... | {
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... | # Configuring HR Multi Instance Integration
Plan and configure your implementation of HR Multi Instance Integration.
## Configuration overview
1. Import users.
2. Configure HR Multi Instance Integration for Provider
If you are a provider, plan and implement the configuration of HR Multi Instance Integration f... | ---
title: Configuring HR Multi Instance Integration
description: Plan and configure your implementation of HR Multi Instance Integration.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- HR Multi Instance Integration
---
# Configuring HR Multi Instance Integration
Plan and configure yo... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/configuring-learning.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/configuring-learning.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/configuring-learning.html | zurich | Install and configure Learning | Configure Learning by setting up the following dependencies. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Growth Experiences",
"Learning"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/configuring-learning.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/configuring-learning.html"><body id="configuring-learning"><main role="main"><article role=... | {
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... | # Install and configure Learning
Configure Learning by setting up the following
dependencies.
## Before you begin
Dependent plugins and apps for Learning:
* Manager Hub
* Skills Foundation
When the Skills Foundation property sn\_skills\_int.enable\_skills is set to true, the use of Skills Foundation is enabled... | ---
title: Install and configure Learning
description: Configure Learning by setting up the following dependencies.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Growth Experiences
- Learning
---
# Install and configure Learning
Configure Learning by setting up the following
dependen... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/dc-faq.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/dc-faq.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/dc-faq.html | zurich | Frequently Asked Questions (FAQs) on Document Templates | Find answers to some common questions on Document Templates. | [] | [
"Employee Service Management",
"HR Service Delivery",
"E-signature applications of HR Service Delivery",
"Document Templates"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/dc-faq.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/dc-faq.html"><body id="dc-faq"><main role="main"><article role="article" class="dita" id="dc-faq" aria-la... | {
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... | # Frequently Asked Questions (FAQs) on Document Templates
Find answers to some common questions on Document Templates.
Refer to this KB0966931.
| ---
title: Frequently Asked Questions (FAQs) on Document Templates
description: Find answers to some common questions on Document Templates.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- E-signature applications of HR Service Delivery
- Document Templates
---
# Frequently Asked Questi... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/domain-separation-hr-mii.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/domain-separation-hr-mii.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/domain-separation-hr-mii.html | zurich | Domain Separation guidelines for HR Multi Instance Integration | Review these domain separation guidelines before using the HR Multi Instance Integration application. | [] | [
"Employee Service Management",
"HR Service Delivery",
"HR Multi Instance Integration",
"Explore HR Multi Instance Integration"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/domain-separation-hr-mii.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/domain-separation-hr-mii.html"><body id="domain-separation-hr-mii"><main role="main"><a... | {
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... | # Domain Separation guidelines for HR Multi Instance Integration
Review these domain separation guidelines before using the HR Multi Instance Integration application.
Note:
* Only Basic Domain separation (only data separation not process separation) is supported in HR Multi Instance Integration.
* Domain Separation ... | ---
title: Domain Separation guidelines for HR Multi Instance Integration
description: Review these domain separation guidelines before using the HR Multi Instance
Integration application.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- HR Multi Instance Integration
- Explore HR Multi ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/employee-journey-management.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/employee-journey-management.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/employee-journey-management.html | zurich | Employee Journey Management | Employee Journey Management integrates HR Service Delivery features and applications to enable employees, managers, and the organization to initiate and manage journeys to drive employee engagement and productivity. There are several applications, plugins, integrations, and features that are available for | [] | [
"Employee Service Management",
"HR Service Delivery"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/employee-journey-management.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/employee-journey-management.html"><body id="employee-journey-management"><main role=... | {
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... | # Employee Journey Management
Employee Journey Management integrates HR Service Delivery features and applications to enable employees, managers, and the organization to initiate and manage journeys to drive employee engagement and productivity. There are several applications,
plugins, integrations, and features that ... | ---
title: Employee Journey Management
description: Employee Journey Management integrates HR Service Delivery features and
applications to enable employees, managers, and the organization to initiate and
manage journeys to drive employee engagement and productivity. There are several
applications, plugins, integ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/er-hr-services.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/er-hr-services.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/er-hr-services.html | zurich | HR services for Employee Relations | List of default HR services for Employee Relations. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Case and Knowledge Management",
"Employee Relations",
"Configuring Employee Relations"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/er-hr-services.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/er-hr-services.html"><body id="er-hr-services"><main role="main"><article role="article" class="d... | {
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{
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... | # HR services for Employee Relations
List of default HR services for Employee Relations.
Table 1. Default HR services
| HR service | Description |
| --- | --- |
| Accommodations Request | Service for employees requesting an accommodation or modification to a working arrangement. |
| Anonymous Discrimination | Service... | ---
title: HR services for Employee Relations
description: List of default HR services for Employee Relations.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Case and Knowledge Management
- Employee Relations
- Configuring Employee Relations
---
# HR services for Employee Relations
Li... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/explore-er.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/explore-er.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/explore-er.html | zurich | Exploring Employee Relations | Learn how to use Employee Relations starting from raising a complaint till the closure of ER case. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Case and Knowledge Management",
"Employee Relations"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/explore-er.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/explore-er.html"><body id="explore-er"><main role="main"><article role="article" class="dita" id="exp... | {
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... | # Exploring Employee Relations
Learn how to use Employee Relations starting from raising a complaint till the closure of ER case.
Following are some of the key features of Employee Relations:
#### For employees or users
Instill trust and confidence in employees through self service reporting tools such Employee Cent... | ---
title: Exploring Employee Relations
description: Learn how to use Employee Relations starting from raising a complaint
till the closure of ER case.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Case and Knowledge Management
- Employee Relations
---
# Exploring Employee Relations... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/explore-hr-multi-instance.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/explore-hr-multi-instance.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/explore-hr-multi-instance.html | zurich | Explore HR Multi Instance Integration | Learn about the benefits and key offerings of the HR Multi Instance Integration application. | [] | [
"Employee Service Management",
"HR Service Delivery",
"HR Multi Instance Integration"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/explore-hr-multi-instance.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/explore-hr-multi-instance.html"><body id="explore-hr-multi-instance"><main role="main"... | {
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{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Explore HR Multi Instance Integration
Learn about the benefits and key offerings of the HR Multi Instance Integration application.
## HR Multi Instance Integration overview
Partners and service providers for HR service fulfillment often are running their own instance of HR Service Delivery. HR Multi Instance Integ... | ---
title: Explore HR Multi Instance Integration
description: Learn about the benefits and key offerings of the HR Multi Instance Integration
application.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- HR Multi Instance Integration
---
# Explore HR Multi Instance Integration
Learn a... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/hr-agent-ws-templates.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/hr-agent-ws-templates.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/hr-agent-ws-templates.html | zurich | Templates in Agent Workspace for HR Case Management | Create consistent recurring documents by developing templates using Document Templates and use them in a generic workflow in Agent Workspace for HR Case Management. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Agent Workspace for HR Case Management (Configurable)",
"Using Agent Workspace for HR Case Management"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/hr-agent-ws-templates.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/hr-agent-ws-templates.html"><body id="hr-agent-ws-templates"><main role="main"><article ro... | {
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{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Templates in Agent Workspace for HR Case Management
Create consistent recurring documents by developing templates using Document Templates and use them in a generic workflow in Agent Workspace for HR Case Management.
Use templates for communication letters to employees like verification letters or offer letters. As... | ---
title: Templates in Agent Workspace for HR Case Management
description: Create consistent recurring documents by developing templates using Document
Templates and use them in a generic workflow in Agent Workspace for HR Case Management.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/hr-case-employee-relations.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/hr-case-employee-relations.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/hr-case-employee-relations.html | zurich | Employee Relations | With Employee Relations (ER), handle a sensitive complaint with tighter security. Maintain complete confidentiality and protect the privacy of the user who has raised the complaint. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Case and Knowledge Management"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/hr-case-employee-relations.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/hr-case-employee-relations.html"><body id="hr-case-employee-relations"><main role="ma... | {
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{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Employee Relations
With Employee Relations (ER), handle a sensitive complaint with tighter security. Maintain complete confidentiality and protect the privacy of the user who has raised the complaint.
## Get started
| ExploreLearn more about Employee Relations | ConfigurePlan and configure your implementation | Re... | ---
title: Employee Relations
description: With Employee Relations (ER), handle a sensitive complaint with tighter
security. Maintain complete confidentiality and protect the privacy of the user
who has raised the complaint.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Case and Kn... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/hr-case-restriction-er-agent.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/hr-case-restriction-er-agent.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/hr-case-restriction-er-agent.html | zurich | HR for HR Security | Even Employee Relations agents with privileges to view and modify an ER case are limited from viewing, modifying, or restricting and ER case under certain circumstances for security purposes. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Case and Knowledge Management",
"Employee Relations",
"Configuring Employee Relations",
"Employee Relations case restrictions"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/hr-case-restriction-er-agent.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/hr-case-restriction-er-agent.html"><body id="hr-case-restriction-er-agent"><main ro... | {
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{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # HR for HR Security
Even Employee Relations agents with privileges to view and modify an ER case are limited from viewing, modifying, or restricting and ER case under certain circumstances for security purposes.
Restrictions are enabled for the Employee Relations agent in the following areas of the ServiceNow instan... | ---
title: HR for HR Security
description: Even Employee Relations agents with privileges to view and modify an
ER case are limited from viewing, modifying, or restricting and ER case under certain
circumstances for security purposes.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- C... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/hr-er-allegation-types.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/hr-er-allegation-types.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/hr-er-allegation-types.html | zurich | Employee relations allegation types and subtypes | Allegation types and subtypes help you further define an employee relations case. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Case and Knowledge Management",
"Employee Relations",
"Configuring Employee Relations"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/hr-er-allegation-types.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/hr-er-allegation-types.html"><body id="hr-er-allegation-types"><main role="main"><article... | {
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{
"title": "Employee Service Management",
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},
{
... | # Employee relations allegation types and subtypes
Allegation types and subtypes help you further define an employee relations
case.
An allegation is a high-level category and allegation subtype provide more details about the allegation. For example, Allegation can be Fraud and Theft and Allegation
Subtype can be For... | ---
title: Employee relations allegation types and subtypes
description: Allegation types and subtypes help you further define an employee relations
case.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Case and Knowledge Management
- Employee Relations
- Configuring Employee Relations... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/hr-er-evidence-mgmt.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/hr-er-evidence-mgmt.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/hr-er-evidence-mgmt.html | zurich | Evidence Management for Employee Relations | Use Evidence Management to capture and categorize evidence for Employee Relations or related cases. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Case and Knowledge Management",
"Employee Relations",
"Configuring Employee Relations"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/hr-er-evidence-mgmt.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/hr-er-evidence-mgmt.html"><body><main role="main"><article role="article" class="dita" aria-... | {
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{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
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{
... | # Evidence Management for Employee Relations
Use Evidence Management to capture and categorize evidence for Employee Relations or
related cases.
Evidence is defined as any digital artifacts gathered as part of an investigation, like files
that are either uploaded to Evidence Management or reside in another system.
#... | ---
title: Evidence Management for Employee Relations
description: Use Evidence Management to capture and categorize evidence for Employee
Relations or related cases.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Case and Knowledge Management
- Employee Relations
- Configuring Employ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/hr-er-evidence-using.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/hr-er-evidence-using.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/hr-er-evidence-using.html | zurich | Using Evidence Management | You can create, edit, and categorize evidence related to an employee relations case using the Core UI or HR Service Delivery Agent Workspace. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Case and Knowledge Management",
"Employee Relations",
"Using HR Service Delivery Employee Relations"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/hr-er-evidence-using.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/hr-er-evidence-using.html"><body id="hr-er-evidence-using"><main role="main"><article role=... | {
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"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Using Evidence Management
You can create, edit, and categorize evidence related to an employee relations case
using the Core UI or HR Service Delivery
Agent Workspace.
You can associate evidence to an Employee Relations (ER) case. For more information on ER
cases, see Employee Relations.
| ---
title: Using Evidence Management
description: You can create, edit, and categorize evidence related to an employee
relations case using the Core UI or HR Service Delivery Agent Workspace.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Case and Knowledge Management
- Employee Relat... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/hr-er-interview-1.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/hr-er-interview-1.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/hr-er-interview-1.html | zurich | Interview Management for Employee Relations | Use Interview Management to create templates to capture questions, answers, and notes in a consistent and efficient way, sync scheduling with Microsoft Outlook, and better plan and track your interviews. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Case and Knowledge Management",
"Employee Relations",
"Configuring Employee Relations"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/hr-er-interview-1.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/hr-er-interview-1.html"><body><main role="main"><article role="article" class="dita" aria-labe... | {
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{
"title": "Employee Service Management",
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},
{
... | # Interview Management for Employee Relations
Use Interview Management to create templates to capture questions, answers, and notes in
a consistent and efficient way, sync scheduling with Microsoft Outlook, and better
plan and track your interviews.
## Setting up Interview Templates
Set up
HR Service Delivery
Interv... | ---
title: Interview Management for Employee Relations
description: Use Interview Management to create templates to capture questions, answers,
and notes in a consistent and efficient way, sync scheduling with Microsoft Outlook,
and better plan and track your interviews.
keywords: []
breadcrumbs:
- Employee Service... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/hr-er-setting-up.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/hr-er-setting-up.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/hr-er-setting-up.html | zurich | Configuring Employee Relations | Set up HR Service Delivery Employee Relations (ER) so that your agents can engage with your employees, answer questions, create ER cases, create related records, and resolve issues. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Case and Knowledge Management",
"Employee Relations"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/hr-er-setting-up.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/hr-er-setting-up.html"><body id="hr-er-setting-up"><main role="main"><article role="article" cl... | {
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{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Configuring Employee Relations
Set up
HR Service Delivery Employee
Relations (ER) so that your agents can engage with your employees, answer questions, create ER
cases, create related records, and resolve issues.
To set up ER:
* Activate the required plugins. For more information, see Activate Employee Relations.
... | ---
title: Configuring Employee Relations
description: Set up HR Service Delivery Employee Relations (ER) so that your agents
can engage with your employees, answer questions, create ER cases, create related
records, and resolve issues.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
-... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/hr-er-ws-calendar.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/hr-er-ws-calendar.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/hr-er-ws-calendar.html | zurich | Scheduling an interview | You can use the default ServiceNow® calendar or integrate with Microsoft Exchange to schedule interviews related to Employee Relations (ER) cases. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Case and Knowledge Management",
"Employee Relations",
"Using HR Service Delivery Employee Relations",
"Using Interview Management"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/hr-er-ws-calendar.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/hr-er-ws-calendar.html"><body id="hr-er-ws-calendar"><main role="main"><article role="article"... | {
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"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Scheduling an interview
You can use the default ServiceNow® calendar or integrate with Microsoft Exchange to schedule interviews related to Employee Relations (ER)
cases.
| ---
title: Scheduling an interview
description: "You can use the default ServiceNow\xAE calendar or integrate with Microsoft\
\ Exchange to schedule interviews related to Employee Relations (ER) cases."
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Case and Knowledge Management
- Emp... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/hr-service-delivery.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/hr-service-delivery.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/hr-service-delivery.html | zurich | HR Service Delivery | HR Service Delivery is a suite of applications that drive employee productivity from hire to retire by connecting the systems and experiences across HR and the enterprise. | [] | [
"Employee Service Management"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/hr-service-delivery.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/hr-service-delivery.html"><body class="overview" id="hr-service-delivery"><main role="main">... | {
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{
"title": "Employee Service Management",
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}
],
"bre... | # HR Service Delivery
HR Service Delivery is a suite of applications that drive employee productivity from hire to retire by connecting the systems and experiences across HR and the enterprise.
Choose one of these tiles to get started.
| AI-Powered Experiences Learn about the generative AI skills and capabilities of... | ---
title: HR Service Delivery
description: HR Service Delivery is a suite of applications that drive employee productivity
from hire to retire by connecting the systems and experiences across HR and the
enterprise.
keywords: []
breadcrumbs:
- Employee Service Management
---
# HR Service Delivery
HR Service Deliv... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/integrating-li-with-jny.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/integrating-li-with-jny.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/integrating-li-with-jny.html | zurich | Integrating Listening Posts with Journey designer | Use Journey designer to embed pulse surveys to get insight into employees' experiences and share those insights with managers. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Employee Journey Management",
"Journey designer",
"Integrations for Journey designer app"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/integrating-li-with-jny.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/integrating-li-with-jny.html"><body id="integrating-li-with-jny"><main role="main"><arti... | {
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"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Integrating Listening Posts with Journey designer
Use Journey designer to embed pulse surveys to get insight into employees' experiences and share those insights with managers.
## Configure a pulse survey widget in the Journeys page
Add the widget to the
Journeys page to prompt employees for feedback. You can conf... | ---
title: Integrating Listening Posts with Journey designer
description: Use Journey designer to embed pulse surveys to get insight into employees'
experiences and share those insights with managers.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Employee Journey Management
- Journey... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/jny-pre-hire-enable-configure.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/jny-pre-hire-enable-configure.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/jny-pre-hire-enable-configure.html | zurich | Enable and configure the Pre-hire Experience | Enable access to the Pre-hire experience and configure its components so your organization can use the Journey designer app to facilitate the preboarding process. You must activate and configure the components for the Pre-hire experience so newly hired employees can | [] | [
"Employee Service Management",
"HR Service Delivery",
"Employee Journey Management",
"Journey designer",
"Installation and configuration overview"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/jny-pre-hire-enable-configure.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/jny-pre-hire-enable-configure.html"><body id="jny-pre-hire-enable-configure"><main... | {
"attachments": {
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"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Enable and configure the Pre-hire Experience
Enable access to the Pre-hire experience and configure its components so your organization can use the Journey designer app to facilitate the preboarding process. You must activate and configure the components for the Pre-hire experience so newly hired employees can use t... | ---
title: Enable and configure the Pre-hire Experience
description: Enable access to the Pre-hire experience and configure its components
so your organization can use the Journey designer app to facilitate the preboarding
process. You must activate and configure the components for the Pre-hire experience
so newl... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/jny-pre-hire-experience.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/jny-pre-hire-experience.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/jny-pre-hire-experience.html | zurich | Pre-hire experience | The Pre-hire experience is a portal that caters to employees who are in transition between the applicant phase and the onboarding phase. This onboarding portal is a solution that facilitates the preboarding process by enabling employees who have been selected | [] | [
"Employee Service Management",
"HR Service Delivery",
"Employee Journey Management",
"Journey designer",
"Explore Journey designer features"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/jny-pre-hire-experience.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/jny-pre-hire-experience.html"><body id="jny-pre-hire-experience"><main role="main"><arti... | {
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"breadcrumbs": [
{
"title": "Employee Service Management",
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},
{
... | # Pre-hire experience
The Pre-hire experience is a portal that caters to employees who are in transition between the applicant phase and the onboarding phase. This onboarding portal is a solution that facilitates the preboarding process by enabling
employees who have been selected by your organization to embark on the... | ---
title: Pre-hire experience
description: The Pre-hire experience is a portal that caters to employees who are
in transition between the applicant phase and the onboarding phase. This onboarding
portal is a solution that facilitates the preboarding process by enabling employees
who have been selected
keywords: ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/le-logging.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/le-logging.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/le-logging.html | zurich | Lifecycle Events logging | Lifecycle Events supports logging to capture events that occur in a Lifecycle Events case. Organization administrators can use the event logs that are generated to identify errors or to acquire information about the processes that ran in a Lifecycle Events | [] | [
"Employee Service Management",
"HR Service Delivery",
"Employee Journey Management",
"Lifecycle Events",
"Using Lifecycle Events"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/le-logging.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/le-logging.html"><body id="le-logging"><main role="main"><article role="article" class="dita" id="le-... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Lifecycle Events logging
Lifecycle Events supports logging to capture events that occur in a Lifecycle Events case. Organization administrators can use the event logs that are generated to identify errors or to acquire information about the processes that ran in a Lifecycle Events case.
The Lifecycle Events applica... | ---
title: Lifecycle Events logging
description: Lifecycle Events supports logging to capture events that occur in a Lifecycle
Events case. Organization administrators can use the event logs that are generated
to identify errors or to acquire information about the processes that ran in a Lifecycle
Events
keywords... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/multi-instance-int.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/multi-instance-int.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/multi-instance-int.html | zurich | HR Multi Instance Integration | The ServiceNow® HR Multi Instance Integration centralizes the delivery of HR services in a shared services model, enabling consumers and providers to connect their instances to securely build business workflows across the ServiceNow ecosystem. | [] | [
"Employee Service Management",
"HR Service Delivery"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/multi-instance-int.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/multi-instance-int.html"><body id="multi-instance-int"><main role="main"><article role="artic... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # HR Multi Instance Integration
The ServiceNow®HR Multi Instance Integration centralizes the delivery of HR services in a shared services model, enabling consumers and providers to connect their instances to securely build business workflows across the ServiceNow ecosystem.
## Get started
| ExploreLearn about HR Mul... | ---
title: HR Multi Instance Integration
description: "The ServiceNow\xAE HR Multi Instance Integration centralizes the delivery\
\ of HR services in a shared services model, enabling consumers and providers to\
\ connect their instances to securely build business workflows across the ServiceNow\
\ ecosystem."
ke... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/skills-intelligence-lxp.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/skills-intelligence-lxp.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/skills-intelligence-lxp.html | zurich | Learning integration with Skills Foundation | Skills Foundation integrates with Learning to introduce skills-driven learning search results; recommend and suggest courses based on a learner's skills. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Growth Experiences",
"Learning",
"Exploring Learning"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/skills-intelligence-lxp.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/skills-intelligence-lxp.html"><body id="skills-intelligence-lxp"><main role="main"><arti... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Learning integration with Skills Foundation
Skills Foundation integrates with Learning to introduce skills-driven learning search results; recommend and suggest courses based on a learner's skills.
Learning integrates with Skills Foundation to enhances a user's learning experience.
When the Skills Foundation prope... | ---
title: Learning integration with Skills Foundation
description: Skills Foundation integrates with Learning to introduce skills-driven
learning search results; recommend and suggest courses based on a learner's skills.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Growth Experienc... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/support-info-hr-assist.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/support-info-hr-assist.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/support-info-hr-assist.html | zurich | Supporting information for Now Assist for HR Service Delivery (HRSD) | Get a quick overview of the important information that is related to the Now Assist for HR Service Delivery (HRSD) application. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Now Assist for HR Service Delivery (HRSD)",
"Exploring Now Assist for HR Service Delivery (HRSD)"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/support-info-hr-assist.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/support-info-hr-assist.html"><body id="support-info-hr-assist"><main role="main"><article... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Supporting information for Now Assist for HR Service Delivery (HRSD)
Get a quick overview of the important information that is related to the Now Assist for HR Service Delivery (HRSD) application.
## Supported versions
Now Assist for HRSD is supported starting with Vancouver Patch 2.
## Supported language models
... | ---
title: Supporting information for Now Assist for HR Service Delivery (HRSD)
description: Get a quick overview of the important information that is related to
the Now Assist for HR Service Delivery (HRSD) application.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Now Assist for HR... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/using-hr-mii-consumer.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/using-hr-mii-consumer.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/using-hr-mii-consumer.html | zurich | Using HR Multi Instance Integration for Consumer | Raise a remote HR service request from your employee portal to provider instance. Complete the tasks assigned to you via magic links. | [] | [
"Employee Service Management",
"HR Service Delivery",
"HR Multi Instance Integration",
"Using HR Multi Instance Integration"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/using-hr-mii-consumer.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/using-hr-mii-consumer.html"><body id="using-hr-mii-consumer"><main role="main"><article ro... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Using HR Multi Instance Integration for Consumer
Raise a remote HR service request from your employee portal to provider instance. Complete the tasks assigned to you via magic links.
## Before you begin
Role required: sn\_sb.requestor
## Procedure
1. Navigate to the consumer employee portal.
2. Select an HR cata... | ---
title: Using HR Multi Instance Integration for Consumer
description: Raise a remote HR service request from your employee portal to provider
instance. Complete the tasks assigned to you via magic links.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- HR Multi Instance Integration
-... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/using-hr-mii-provider.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/using-hr-mii-provider.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/using-hr-mii-provider.html | zurich | Using HR Multi Instance Integration for Provider | Fulfill a remote HR service request that is placed from a consumer instance to a provider instance. | [] | [
"Employee Service Management",
"HR Service Delivery",
"HR Multi Instance Integration",
"Using HR Multi Instance Integration"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/using-hr-mii-provider.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/using-hr-mii-provider.html"><body id="using-hr-mii-provider"><main role="main"><article ro... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Using HR Multi Instance Integration for Provider
Fulfill a remote HR service request that is placed from a consumer instance to a provider instance.
## Before you begin
Role required: HR agent
## Procedure
1. Review the remote HR case that is assigned to you.
The remote HR case is created from an HR request p... | ---
title: Using HR Multi Instance Integration for Provider
description: Fulfill a remote HR service request that is placed from a consumer instance
to a provider instance.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- HR Multi Instance Integration
- Using HR Multi Instance Integrati... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/using-hr-mii.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/using-hr-mii.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/using-hr-mii.html | zurich | Using HR Multi Instance Integration | Use HR Multi Instance Integration to place an HR service request from a consumer instance and fulfill it from a provider instance. | [] | [
"Employee Service Management",
"HR Service Delivery",
"HR Multi Instance Integration"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/using-hr-mii.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/using-hr-mii.html"><body id="using-hr-mii"><main role="main"><article role="article" class="dita" i... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Using HR Multi Instance Integration
Use HR Multi Instance Integration to place an HR service request from a consumer instance and fulfill it from a provider instance.
## Overview of HR Multi Instance Integration for Provider
If you are a provider, review the following section:
1. Activate HR Multi Instance Integr... | ---
title: Using HR Multi Instance Integration
description: Use HR Multi Instance Integration to place an HR service request from
a consumer instance and fulfill it from a provider instance.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- HR Multi Instance Integration
---
# Using HR M... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/concept/using-interview-management.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/concept/using-interview-management.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/concept/using-interview-management.html | zurich | Using Interview Management | You can schedule and document interviews and use interview templates using the Core UI or HR Service Delivery Agent Workspace. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Case and Knowledge Management",
"Employee Relations",
"Using HR Service Delivery Employee Relations"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/concept/using-interview-management.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/concept/using-interview-management.html"><body id="using-interview-management"><main role="ma... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Using Interview Management
You can schedule and document interviews and use interview templates using the Core UI or HR Service Delivery
Agent Workspace.
Creating a record of an interview is an important part of an employee relations
investigation.
Scheduling an interview: There are two (2) methods you can use to ... | ---
title: Using Interview Management
description: You can schedule and document interviews and use interview templates
using the Core UI or HR Service Delivery Agent Workspace.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Case and Knowledge Management
- Employee Relations
- Using H... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/reference/ja-reference.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/reference/ja-reference.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/reference/ja-reference.html | zurich | Journey Accelerator reference | JA Reference | [] | [
"Employee Service Management",
"HR Service Delivery",
"Employee Journey Management",
"Journey Accelerator"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/reference/ja-reference.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/reference/ja-reference.html"><body id="ja-reference"><main role="main"><article role="article" class="dit... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Journey Accelerator reference
JA Reference
| ---
title: Journey Accelerator reference
description: JA Reference
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Employee Journey Management
- Journey Accelerator
---
# Journey Accelerator reference
JA Reference
|
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/reference/jny-dsnr-reference.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/reference/jny-dsnr-reference.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/reference/jny-dsnr-reference.html | zurich | Journey designer reference | Journey designer reference. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Employee Journey Management",
"Journey designer"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/reference/jny-dsnr-reference.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/reference/jny-dsnr-reference.html"><body id="jny-dsnr-reference"><main role="main"><article role="a... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Journey designer reference
Journey designer reference.
| ---
title: Journey designer reference
description: Journey designer reference.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Employee Journey Management
- Journey designer
---
# Journey designer reference
Journey designer reference.
|
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/reference/refer-fed.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/reference/refer-fed.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/reference/refer-fed.html | zurich | Federal plugin reference | Reference topics provide additional information about tables in Federal plugin. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Federal plugin"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/reference/refer-fed.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/reference/refer-fed.html"><body><main role="main"><article role="article" class="dita" aria-labelledby="titl... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Federal plugin reference
Reference topics provide additional information about tables in Federal plugin.
## Components installed with Federal plugin
Several types of components are installed with activation of the Federal (Additional tables for Federal Agencies) plugin, including tables.
### Tables installed with... | ---
title: Federal plugin reference
description: Reference topics provide additional information about tables in Federal
plugin.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Federal plugin
---
# Federal plugin reference
Reference topics provide additional information about tables ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/reference/reference-hr-multi-instance.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/reference/reference-hr-multi-instance.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/reference/reference-hr-multi-instance.html | zurich | Reference for HR Multi Instance Integration | Reference for HR Multi Instance Integration. | [] | [
"Employee Service Management",
"HR Service Delivery",
"HR Multi Instance Integration"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/reference/reference-hr-multi-instance.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/reference/reference-hr-multi-instance.html"><body><main role="main"><article role="article... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Reference for HR Multi Instance Integration
Reference for HR Multi Instance Integration.
## Installed with HR Multi Instance Integration for Provider
Several types of components are installed with activation of the HR Multi Instance Integration for Provider plugin, including user roles.
### Roles installed
| Rol... | ---
title: Reference for HR Multi Instance Integration
description: Reference for HR Multi Instance Integration.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- HR Multi Instance Integration
---
# Reference for HR Multi Instance Integration
Reference for HR Multi Instance Integration.
... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/task/add-ja-action-plan-myitems-list.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/task/add-ja-action-plan-myitems-list.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/task/add-ja-action-plan-myitems-list.html | zurich | Add a Journey Accelerator action plan link to My Active Items list | Add a menu item for Journey Accelerator action plans to the header menus in the Employee Center. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Employee Journey Management",
"Journey Accelerator",
"Install and configure Journey Accelerator",
"Configure action plan access in the Employee Center"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/task/add-ja-action-plan-myitems-list.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/task/add-ja-action-plan-myitems-list.html"><body id="add-ja-action-plan-myitems-list"><main... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Add a Journey Accelerator action plan link to My Active Items list
Add a menu item for Journey Accelerator action plans to the header menus in the
Employee Center.
## Before you begin
The latest Employee Center app installed on your instance. See, Install Employee
Center.
Role required: admin
## Procedure
1. Na... | ---
title: Add a Journey Accelerator action plan link to My Active Items list
description: Add a menu item for Journey Accelerator action plans to the header menus
in the Employee Center.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Employee Journey Management
- Journey Accelerator
... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/task/cancel-ja-journeys.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/task/cancel-ja-journeys.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/task/cancel-ja-journeys.html | zurich | Cancel Journey Accelerator Journeys | You can now cancel Journey Accelerator only journeys from the Employee Center portal. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Employee Journey Management",
"Journey designer",
"Using Journey designer",
"Managers, mentors, and employees work with journeys in the Employee Center"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/task/cancel-ja-journeys.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/task/cancel-ja-journeys.html"><body id="cancel-ja-journeys"><main role="main"><article role="article" cl... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Cancel Journey Accelerator Journeys
You can now cancel Journey Accelerator only journeys from the Employee Center portal.
## Before you begin
Role required: admin
## Procedure
Navigate to All > > .
| ---
title: Cancel Journey Accelerator Journeys
description: You can now cancel Journey Accelerator only journeys from the Employee
Center portal.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Employee Journey Management
- Journey designer
- Using Journey designer
- Managers, mentors,... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/task/config-hr-multi-instance-1.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/task/config-hr-multi-instance-1.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/task/config-hr-multi-instance-1.html | zurich | Configure HR Multi Instance Integration for Provider | Plan and implement the configuration of HR Multi Instance Integration for Provider. | [] | [
"Employee Service Management",
"HR Service Delivery",
"HR Multi Instance Integration",
"Configuring HR Multi Instance Integration"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/task/config-hr-multi-instance-1.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/task/config-hr-multi-instance-1.html"><body id="config-hr-multi-instance-1"><main role="main"><a... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Configure HR Multi Instance Integration for Provider
Plan and implement the configuration of HR Multi Instance Integration for Provider.
## Configuration overview
1. Activate the HR Multi Instance Integration for Provider application from ServiceNow Store, which installs the following plugins:
* HR Multi Instan... | ---
title: Configure HR Multi Instance Integration for Provider
description: Plan and implement the configuration of HR Multi Instance Integration
for Provider.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- HR Multi Instance Integration
- Configuring HR Multi Instance Integration
---... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/task/config-hr-multi-instance.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/task/config-hr-multi-instance.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/task/config-hr-multi-instance.html | zurich | Configure HR Multi Instance Integration for Consumer | Plan and implement the configuration of HR Multi Instance Integration for Consumer. | [] | [
"Employee Service Management",
"HR Service Delivery",
"HR Multi Instance Integration",
"Configuring HR Multi Instance Integration"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/task/config-hr-multi-instance.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/task/config-hr-multi-instance.html"><body id="config-hr-multi-instance"><main role="main"><article... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Configure HR Multi Instance Integration for Consumer
Plan and implement the configuration of HR Multi Instance Integration for Consumer.
## Configuration overview
1. Activate the HR Multi Instance Integration for Consumer application from ServiceNow Store, which installs the following plugins:
* HR Multi Instan... | ---
title: Configure HR Multi Instance Integration for Consumer
description: Plan and implement the configuration of HR Multi Instance Integration
for Consumer.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- HR Multi Instance Integration
- Configuring HR Multi Instance Integration
---... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/task/hr-agent-ws-create-temp.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/task/hr-agent-ws-create-temp.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/task/hr-agent-ws-create-temp.html | zurich | Create and sign document tasks in Agent Workspace for HR Case Management | Create document tasks directly in the Agent Workspace for HR Case Management using document templates and sign them off from Agent Workspace. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Agent Workspace for HR Case Management (Configurable)",
"Using Agent Workspace for HR Case Management",
"Templates in Agent Workspace for HR Case Management"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/task/hr-agent-ws-create-temp.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/task/hr-agent-ws-create-temp.html"><body id="hr-agent-ws-create-temp"><main role="main"><article ro... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Create and sign document tasks in Agent Workspace for HR Case Management
Create document tasks directly in the Agent Workspace for HR Case Management using
document templates and sign them off from Agent Workspace.
## Before you begin
Role required: sn\_hr\_core.case\_writer
## Procedure
1. Navigate to All > HR ... | ---
title: Create and sign document tasks in Agent Workspace for HR Case Management
description: Create document tasks directly in the Agent Workspace for HR Case Management
using document templates and sign them off from Agent Workspace.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
-... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/task/hr-er-create-allegation.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/task/hr-er-create-allegation.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/task/hr-er-create-allegation.html | zurich | Create an allegation record | Use Allegations to provide additional details for an ER case. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Case and Knowledge Management",
"Employee Relations",
"Using HR Service Delivery Employee Relations"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/task/hr-er-create-allegation.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/task/hr-er-create-allegation.html"><body id="hr-er-create-allegation"><main role="main"><article ro... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Create an allegation record
Use Allegations to provide additional details for an ER case.
## Before you begin
Role required: sn\_hr\_er.case\_writer
## Procedure
1. (Optional)
Navigate to the Allegations tab in
Core UI.
1. Navigate to All > Employee Relations > Cases.
2. Select an ER case.
3. Scrol... | ---
title: Create an allegation record
description: Use Allegations to provide additional details for an ER case.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Case and Knowledge Management
- Employee Relations
- Using HR Service Delivery Employee Relations
---
# Create an allegation ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/task/hr-er-evidence-ws.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/task/hr-er-evidence-ws.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/task/hr-er-evidence-ws.html | zurich | Adding evidence to an Employee Relations case in Agent Workspace for HR Case Management | Create evidence records to attach to an Employee Relations case to help with investigations using Agent Workspace for HR Case Management. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Case and Knowledge Management",
"Employee Relations",
"Using HR Service Delivery Employee Relations",
"Using Evidence Management"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/task/hr-er-evidence-ws.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/task/hr-er-evidence-ws.html"><body id="hr-er-evidence-ws"><main role="main"><article role="article" class... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Adding evidence to an Employee Relations case in Agent Workspace for HR Case Management
Create evidence records to attach to an Employee Relations case to help with investigations using Agent Workspace for HR Case Management.
## Before you begin
Role required: sn\_hr\_er.case\_writer
## Procedure
1. Navigate to ... | ---
title: Adding evidence to an Employee Relations case in Agent Workspace for HR Case
Management
description: Create evidence records to attach to an Employee Relations case to help
with investigations using Agent Workspace for HR Case Management.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Servi... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/task/hr-er-evidence.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/task/hr-er-evidence.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/task/hr-er-evidence.html | zurich | Adding evidence to an Employee Relations case in the legacy UI | Create evidence records to attach to an Employee Relations case to help with investigations. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Case and Knowledge Management",
"Employee Relations",
"Using HR Service Delivery Employee Relations",
"Using Evidence Management"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/task/hr-er-evidence.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/task/hr-er-evidence.html"><body id="hr-er-evidence"><main role="main"><article role="article" class="dita" i... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Adding evidence to an Employee Relations case in the legacy UI
Create evidence records to attach to an Employee Relations case to help with
investigations.
## Before you begin
Role required: sn\_hr\_er.case\_writer
## Procedure
1. Navigate to All > Employee Relations > Cases.
2. Select a case.
3. Scroll down to ... | ---
title: Adding evidence to an Employee Relations case in the legacy UI
description: Create evidence records to attach to an Employee Relations case to help
with investigations.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Case and Knowledge Management
- Employee Relations
- Using... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/task/hr-er-interview-ws.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/task/hr-er-interview-ws.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/task/hr-er-interview-ws.html | zurich | Schedule an interview in HR Service Delivery Employee Relations using Agent Workspace for HR Case Management | Use Agent Workspace for HR Case Management to capture a record of an interview. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Case and Knowledge Management",
"Employee Relations",
"Using HR Service Delivery Employee Relations",
"Using Interview Management"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/task/hr-er-interview-ws.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/task/hr-er-interview-ws.html"><body id="hr-er-interview-ws"><main role="main"><article role="article" cl... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Schedule an interview in HR Service Delivery Employee Relations using Agent Workspace for HR Case Management
Use Agent Workspace for HR Case
Management to capture a
record of an interview.
## Before you begin
Role required: sn\_hr\_er.case\_writer
## Procedure
1. Navigate to All > HR Case Management > Agent Work... | ---
title: Schedule an interview in HR Service Delivery Employee Relations using Agent
Workspace for HR Case Management
description: Use Agent Workspace for HR Case Management to capture a record of an
interview.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Case and Knowledge Mana... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/task/hr-er-interview.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/task/hr-er-interview.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/task/hr-er-interview.html | zurich | Schedule an interview in HR Service Delivery Employee Relations using the legacy UI | Documenting interviews is crucial to ER cases. Use the Interview form to take notes and capture important details of the ER case. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Case and Knowledge Management",
"Employee Relations",
"Using HR Service Delivery Employee Relations",
"Using Interview Management"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/task/hr-er-interview.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/task/hr-er-interview.html"><body id="hr-er-interview"><main role="main"><article role="article" class="dita... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Schedule an interview in HR Service Delivery Employee Relations using the legacy UI
Documenting interviews is crucial to ER cases. Use the Interview form to take notes
and capture important details of the ER case.
## Before you begin
Role required: sn\_hr\_er.case\_writer
## Procedure
1. Navigate to All > Employe... | ---
title: Schedule an interview in HR Service Delivery Employee Relations using the legacy
UI
description: Documenting interviews is crucial to ER cases. Use the Interview form
to take notes and capture important details of the ER case.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/task/hr-integrations-sources-accurate.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/task/hr-integrations-sources-accurate.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/task/hr-integrations-sources-accurate.html | zurich | Provide source credentials for the Accurate service | Provide the source and REST credentials for the Accurate service so that it can be accessed for integration. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Integration of HR Service Delivery with third-party systems",
"HR Integrations",
"Integrating with the Accurate Background service"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/task/hr-integrations-sources-accurate.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/task/hr-integrations-sources-accurate.html"><body id="hr-integrations-sources-accurate"><m... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Provide source credentials for the Accurate service
Provide the source and REST credentials for the Accurate service so that it can be
accessed for integration.
## Before you begin
Role required: sn\_hr\_integrations.admin
So the Accurate service can be accessed for integration, you must provide:
* REST credenti... | ---
title: Provide source credentials for the Accurate service
description: Provide the source and REST credentials for the Accurate service so that
it can be accessed for integration.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Integration of HR Service Delivery with third-party s... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/task/import-users-hr-mii.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/task/import-users-hr-mii.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/task/import-users-hr-mii.html | zurich | Import users | Import users from consumer system of records into a provider instance. | [] | [
"Employee Service Management",
"HR Service Delivery",
"HR Multi Instance Integration",
"Configuring HR Multi Instance Integration"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/task/import-users-hr-mii.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/task/import-users-hr-mii.html"><body id="import-users-hr-mii"><main role="main"><article role="article"... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Import users
Import users from consumer system of records into a provider instance.
## Before you begin
Role required: adminNote: Set up the required ServiceNow integrations on your provider instance.
## Procedure
1. Import users from consumer system of records (by methods supported by ServiceNow) to provider in... | ---
title: Import users
description: Import users from consumer system of records into a provider instance.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- HR Multi Instance Integration
- Configuring HR Multi Instance Integration
---
# Import users
Import users from consumer system of ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/task/jny-activate-new-le-activities.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/task/jny-activate-new-le-activities.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/task/jny-activate-new-le-activities.html | zurich | Activate new Lifecycle Events activities | Journey designer customers must activate the following Lifecycle Events activities to enable support for the Pre-hire experience: Account/role setup and notification and Transition pre-hire to employee. These activities facilitate the transition of roles through which the employee navigates during the | [] | [
"Employee Service Management",
"HR Service Delivery",
"Employee Journey Management",
"Journey designer",
"Installation and configuration overview",
"Enable and configure the Pre-hire Experience"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/task/jny-activate-new-le-activities.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/task/jny-activate-new-le-activities.html"><body id="jny-activate-new-le-activities"><main ro... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Activate new Lifecycle Events activities
Journey designer customers must activate the following Lifecycle Events activities to enable support for the Pre-hire experience: Account/role setup and notification and Transition pre-hire to employee. These activities facilitate the transition of roles through which
the emp... | ---
title: Activate new Lifecycle Events activities
description: 'Journey designer customers must activate the following Lifecycle Events
activities to enable support for the Pre-hire experience: Account/role setup and
notification and Transition pre-hire to employee. These activities facilitate the
transition of... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/task/jny-configure-getting-started.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/task/jny-configure-getting-started.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/task/jny-configure-getting-started.html | zurich | Configure the Getting started resources widget | Journey designer administrators can configure the Getting started resources widget to provide quick links that give access to internal and external resources. Administrators can provide links to knowledge base articles, catalog items, pages, or other pertinent information that your organization | [] | [
"Employee Service Management",
"HR Service Delivery",
"Employee Journey Management",
"Journey designer",
"Installation and configuration overview",
"Enable and configure the Pre-hire Experience"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/task/jny-configure-getting-started.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/task/jny-configure-getting-started.html"><body id="jny-configure-getting-started"><main role=... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Configure the Getting started resources widget
Journey designer administrators can configure the Getting started resources widget to provide quick links that give access to internal and external resources. Administrators can provide links to knowledge base articles,
catalog items, pages, or other pertinent informati... | ---
title: Configure the Getting started resources widget
description: Journey designer administrators can configure the Getting started resources
widget to provide quick links that give access to internal and external resources.
Administrators can provide links to knowledge base articles, catalog items, pages,
o... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/task/jny-configure-our-culture.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/task/jny-configure-our-culture.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/task/jny-configure-our-culture.html | zurich | Configure the Our culture widget | Journey designer administrators can configure the Our culture widget to enhance the employee's onboarding experience using rich content. Rich content includes videos, images, or other forms of engaging media to provide the onboarding employee an immersive experience. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Employee Journey Management",
"Journey designer",
"Installation and configuration overview",
"Enable and configure the Pre-hire Experience"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/task/jny-configure-our-culture.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/task/jny-configure-our-culture.html"><body id="jny-configure-our-culture"><main role="main"><arti... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Configure the Our culture widget
Journey designer administrators can configure the Our culture widget to enhance the employee's onboarding experience using rich content. Rich content includes videos, images, or other forms of engaging media to provide the
onboarding employee an immersive experience.
## Before you b... | ---
title: Configure the Our culture widget
description: Journey designer administrators can configure the Our culture widget
to enhance the employee's onboarding experience using rich content. Rich content
includes videos, images, or other forms of engaging media to provide the onboarding
employee an immersive e... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/task/jny-configure-start-onboarding.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/task/jny-configure-start-onboarding.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/task/jny-configure-start-onboarding.html | zurich | Configure the Start onboarding widget | Journey designer administrators can configure the Start onboarding widget to create a banner that's used for welcoming an onboarding employee to your organization. Administrators can configure the content and design associated with the banner to meet the needs of your | [] | [
"Employee Service Management",
"HR Service Delivery",
"Employee Journey Management",
"Journey designer",
"Installation and configuration overview",
"Enable and configure the Pre-hire Experience"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/task/jny-configure-start-onboarding.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/task/jny-configure-start-onboarding.html"><body id="jny-configure-start-onboarding"><main ro... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Configure the Start onboarding widget
Journey designer administrators can configure the Start onboarding widget to create a banner that's used for welcoming an onboarding employee to your organization. Administrators can configure the content and design
associated with the banner to meet the needs of your organizati... | ---
title: Configure the Start onboarding widget
description: Journey designer administrators can configure the Start onboarding widget
to create a banner that's used for welcoming an onboarding employee to your organization.
Administrators can configure the content and design associated with the banner to
meet t... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/task/jny-deactivate-old-le-activity.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/task/jny-deactivate-old-le-activity.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/task/jny-deactivate-old-le-activity.html | zurich | Deactivate an obsolete Lifecycle Events activity | Journey designer customers must deactivate the following Lifecycle Events activity to initiate the process for enabling the Pre-hire experience: Account setup and notification. The Account setup and notification activity must be deactivated so you can use its replacement, a new | [] | [
"Employee Service Management",
"HR Service Delivery",
"Employee Journey Management",
"Journey designer",
"Installation and configuration overview",
"Enable and configure the Pre-hire Experience"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/task/jny-deactivate-old-le-activity.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/task/jny-deactivate-old-le-activity.html"><body id="jny-deactivate-old-le-activity"><main ro... | {
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"enus"
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"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Deactivate an obsolete Lifecycle Events activity
Journey designer customers must deactivate the following Lifecycle Events activity to initiate the process for enabling the Pre-hire experience: Account setup and notification. The Account setup and notification activity must be deactivated so you can use its
replacem... | ---
title: Deactivate an obsolete Lifecycle Events activity
description: 'Journey designer customers must deactivate the following Lifecycle Events
activity to initiate the process for enabling the Pre-hire experience: Account setup
and notification. The Account setup and notification activity must be deactivated
... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/task/jny-dsgnr-add-recommended-learning.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/task/jny-dsgnr-add-recommended-learning.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/task/jny-dsgnr-add-recommended-learning.html | zurich | Add recommended learning to a journey | Managers and mentors with Can add recommended learning are able to add courses to a journey. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Employee Journey Management",
"Journey designer",
"Using Journey designer",
"Managers, mentors, and employees work with journeys in the Employee Center",
"Display learning recommendations to the Manager creating a journey"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/task/jny-dsgnr-add-recommended-learning.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/task/jny-dsgnr-add-recommended-learning.html"><body id="jny-dsgnr-add-recommended-learni... | {
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"enus"
],
"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Add recommended learning to a journey
Managers and mentors with Can add recommended learning are able to add courses to a journey.
## Before you begin
Role required: Manager or mentor
Note: Select the option Can add recommended learning in Manage journey configuration > Journey owners permissions to display the A... | ---
title: Add recommended learning to a journey
description: Managers and mentors with Can add recommended learning are able to add
courses to a journey.
keywords: []
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Employee Journey Management
- Journey designer
- Using Journey designer
- Managers,... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/task/le-enable-logging.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/task/le-enable-logging.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/task/le-enable-logging.html | zurich | Enable logging for Lifecycle Events | Use the sn_hr_le.log_level system property to enable logging for Lifecycle Events. The log entries that are generated can be used to identify errors or to acquire pertinent data about the processes that ran in a Lifecycle Events case. | [] | [
"Employee Service Management",
"HR Service Delivery",
"Employee Journey Management",
"Lifecycle Events",
"Using Lifecycle Events",
"Lifecycle Events logging"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/task/le-enable-logging.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/task/le-enable-logging.html"><body id="le-enable-logging"><main role="main"><article role="article" class... | {
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"enus"
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"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Enable logging for Lifecycle Events
Use the sn\_hr\_le.log\_level system property to enable logging for Lifecycle Events. The log entries that are generated can be used to identify errors or to acquire pertinent data about the processes that ran in a Lifecycle Events case.
## Before you begin
Role required: admin ... | ---
title: Enable logging for Lifecycle Events
description: Use the sn_hr_le.log_level system property to enable logging for Lifecycle
Events. The log entries that are generated can be used to identify errors or to
acquire pertinent data about the processes that ran in a Lifecycle Events case.
keywords: []
breadcru... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/task/le-view-logs.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/task/le-view-logs.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/task/le-view-logs.html | zurich | View log entries for a Lifecycle Events case | View the log entries associated with a Lifecycle Events case to acquire pertinent information about the processes that ran and to identify any errors that surface. The error logs can be used as a tool to diagnose problems and effectively | [] | [
"Employee Service Management",
"HR Service Delivery",
"Employee Journey Management",
"Lifecycle Events",
"Using Lifecycle Events",
"Lifecycle Events logging"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/task/le-view-logs.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/task/le-view-logs.html"><body id="le-view-logs"><main role="main"><article role="article" class="dita" id="le-... | {
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"enus"
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"breadcrumbs": [
{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # View log entries for a Lifecycle Events case
View the log entries associated with a Lifecycle Events case to acquire pertinent information about the processes that ran and to identify any errors that surface. The error logs can be used as a tool to diagnose problems and effectively troubleshoot
the root cause of an ... | ---
title: View log entries for a Lifecycle Events case
description: View the log entries associated with a Lifecycle Events case to acquire
pertinent information about the processes that ran and to identify any errors that
surface. The error logs can be used as a tool to diagnose problems and effectively
keywords:... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/human-resources/task/t_GenHRProfile.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/human-resources/task/t_GenHRProfile.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/human-resources/task/t_GenHRProfile.html | zurich | Generate HR Profiles | For new customers using HR Service Delivery, you can create an HR profile for multiple employees using conditions and criteria. | [
"HR profiles",
"generate"
] | [
"Employee Service Management",
"HR Service Delivery",
"Case and Knowledge Management",
"HR Profile"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/human-resources/task/t_GenHRProfile.html" id="bundle:zurich-employee-service-management/enus/product/human-resources/task/t_GenHRProfile.html"><body id="t_GenHRProfile"><main role="main"><article role="article" class="dita" i... | {
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{
"title": "Employee Service Management",
"topic_id": "product/employee-service-management/concept/employee-service-management-overview.html"
},
{
... | # Generate HR Profiles
For new customers using HR Service Delivery, you can create an HR profile for multiple employees using conditions and
criteria.
## Before you begin
Role required: sn\_hr\_core.basic or sn\_hr\_core.manager
## Procedure
1. Navigate to All > HR Profile > Generate HR Profiles.
2. Complete the fo... | ---
title: Generate HR Profiles
description: For new customers using HR Service Delivery, you can create an HR profile
for multiple employees using conditions and criteria.
keywords:
- HR profiles
- generate
breadcrumbs:
- Employee Service Management
- HR Service Delivery
- Case and Knowledge Management
- HR Profile
... |
https://www.servicenow.com/docs/en-US/bundle/zurich-employee-service-management/page/product/legal-matter-management/concept/setting-up-legal-matter-managemment.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-employee-service-management/page/product/legal-matter-management/concept/setting-up-legal-matter-managemment.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-employee-service-management | product/legal-matter-management/concept/setting-up-legal-matter-managemment.html | zurich | Setting up Legal Matter Management | Configure the foundation data for legal matters through Legal Matter Management to provide legal services to employees. | [] | [
"Employee Service Management",
"Legal Service Delivery",
"Legal Matter Management"
] | <article class="hascomments" data-page="bundle:zurich-employee-service-management/enus/product/legal-matter-management/concept/setting-up-legal-matter-managemment.html" id="bundle:zurich-employee-service-management/enus/product/legal-matter-management/concept/setting-up-legal-matter-managemment.html"><body id="setting-... | {
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... | # Setting up Legal Matter Management
Configure the foundation data for legal matters through Legal Matter Management to provide legal services to employees.
## Configuration overview
* Legal matter templates
Create legal matter templates to standardize legal procedures for handling legal matters.
* Email notif... | ---
title: Setting up Legal Matter Management
description: Configure the foundation data for legal matters through Legal Matter
Management to provide legal services to employees.
keywords: []
breadcrumbs:
- Employee Service Management
- Legal Service Delivery
- Legal Matter Management
---
# Setting up Legal Matter M... |
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