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Employee Center as the SNWR Front Door

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In this lesson, you will learn:

  • What Employee Center is for
  • What topics are
  • How content links to a topic
  • How to set up IT › Hardware

🔁 Quick look back: Last time: Legacy Catalog Tools. You learned how to recognize older catalog tools and what replaces each.

1 “Where do I go for IT?”

SNWR staff have three places to look.

  • The old intranet has IT forms.
  • The shared mailbox still gets emails.
  • The new catalog is a link nobody knows.

🎯 The problem: If there’s no clear front door, people keep emailing.

👉 The fix: make Employee Center the one front door, organized by topics people understand.

2 Employee Center and topics

Key term: Employee Center

The employee portal where staff ask for help, order things and track their requests.

Key term: Topic

A subject in Employee Center, like IT › Hardware, that groups items and articles together.

Key term: Connected content

Catalog items and articles linked to a topic.

Employee Center at SNWR. The IT topic has four child topics: Hardware, Software, Access and Workplace. Under IT › Hardware, Sam sees Get a monitor (the SNWR Request a monitor item), SNWR New laptop, and the article How to connect a second screen. A note says topics are separate from catalog categories, so one item can show under several topics.
Figure 1. Sam finds everything about hardware in one place.

3 How it fits together

  • Topics are for finding things. Catalog categories are for managing items.
  • One item can show under more than one topic.
  • Sam’s open requests and incidents show under My requests.

📦 Entitlement check: Employee Center comes with ITSM. Employee Center Pro adds more, like campaigns, and is sold separately. Check what SNWR has.

💡 Good to know: Need a refresher? See Fundamentals › User Interfaces › Service Portal & Employee Center.

4 Let’s try it: set up the Hardware topic

  1. Open Employee Center › Taxonomy (search “Taxonomy”). Open the taxonomy used by Employee Center.
  2. Add a topic IT, with child topics Hardware, Software, Access and Workplace.
  3. Open IT › Hardware. Add connected content: SNWR Request a monitor (with the label “Get a monitor”) and one hardware article.
  4. Impersonate Sam. Open Employee Center and browse to IT › Hardware.
  5. Check he can order a monitor and see his requests under My requests.

5 Quick recap

  • Employee Center is SNWR’s one front door
  • Topics group items and articles by subject
  • Connected content links items to topics
  • Topics are for finding; categories are for managing
  • Employee Center Pro is sold separately

6 Check yourself

Think of your answer first. Then tap to check.

1 What is a topic in Employee Center? Show answer

A subject, like IT › Hardware, that groups items and articles.

2 Can one item show under two topics? Show answer

Yes.

3 Where does Sam track his orders? Show answer

Under My requests in Employee Center.

4 Topics or categories: which is for finding things? Show answer

Topics.

Nice work! SNWR now has one front door. 🎉
Next up: Fulfilling Catalog Tasks in the Workspace

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