Helsinki enhancements | Service Management

New applications and changes

This article covers new features and notable changes in Service Management in Helsinki.

Note: This is a summary of Helsinki features and enhancements. For full details and the most up-to-date information, see Helsinki Release Notes in the ServiceNow Product Documentation.

Service Management enhancements

New and enhanced features for Service Management include: 

EnhancementDescription and Requirement
Customer Service Management – Bi-directional account relationships Enables you to define the types of relationships that exist between customers and partners. Then use these defined relationship types to create relationship records between selected accounts, either partner-to-account or account-to-account.
Customer Service Management – Account hierarchy Allows you to define a parent-child hierarchy between accounts and display the relationship in a tree map on the parent Account form. Use this hierarchy to allow contacts of parent accounts to access information in the child accounts.
Customer Service Management –Contact relationships  

Allows you to use a contact relationship to add a contact from a different account to either of the accounts in an established account relationship. 

Customer Service Management –Account teams   Defines responsibilities for team members, assigns the responsibilities to employees for specific account teams, and uses them in your processes, such as sending notifications and assigning cases. 
Customer Service Management – Asset contact relationship   Assigns an asset to a customer contact who is responsible for managing that asset. Then, if required, limits access to the asset to the assigned user. 
Customer Service Management –Special handling notes   Enables you to write brief messages about records. These notes can be displayed in an embedded list, related list, or pop-up window when you access a form. 
Customer Service Management –Targeted communications   Allows you to create and publish content to targeted lists of both internal and external customers. To handle time-sensitive content, set dates to publish and retire content automatically. 
Customer Service Management – Knowledge product entitlements   Allows you to designate the knowledge bases and knowledge articles that customers can view from the customer portal 
Customer Service Management –Contact self-registration   Enables customer contacts to submit registration requests from the customer portal.
Customer Service Management – REquest password reset   Enables customer contacts to change their password or request a new password from the customer portal login screen. 
Customer Service Management –Manage customer profiles   Enables customer contacts to view and manage their profile information on the customer portal. 
Customer Service Management –Customer notification preferences   Enables customer contacts to set preferences for phone and email notifications on the customer portal. 
Customer Service Management – Delegated asset administration   Allows customer and partner administrators to manage their assets and those of their customers by creating asset contact relationships and assigning assets to specific contacts. 
HR Service Management - HR Service Portal Allows HR to modify the layout, configure, and brand the employee portal experience to their specifications with the use of prebuilt HR widgets. 
HR Service Management - Documentation completion and e-signature

Enables HR to create, load, and define a document in the system. Also provides e-signature capabilities that let users sign documents by entering their user names and passwords, typing their names, or drawing their names.

HR Service Management - PDF generator Augments the PDF generator plugin to handle multiple PDF templates. Also includes the ability to preview a template and edit content before generating a PDF document. The final signed document can be saved to the case for retrieval in the future. 
HR Service Management - HR services implementation and automation Provides twenty prebuilt HR modules across common HR areas. These modules are Benefits, Payroll, Employee Relations, HR Systems, and Employee Data Management. 
HR Service Management - Catalog management Allows catalog administration pages to handle multiple depth categories. HR users with the role [hr_admin] can edit categories and items using the Manage HR Catalog module to allow the mapping of documents to catalogs. 
Facilities Service Management - Enterprise move Enables facility teams to use Enterprise Move for planning and executing move scenarios in support of large or complex employee move requests. 
Field Service Management - Central Dispatch Allows dispatchers to assign and dispatch tasks to available field service agents using drag-and-drop capabilities. Intelligent agent recommendations are provided based on availability, location, and skills. The central dispatch board also provides search and filter capabilities, which helps dispatchers focus on specific tasks and agents.
Field Service Management - Simplified parts sourcing Enables you to use parts directly from personal stockrooms when working on a work order task without creating a part requirement and sourcing. Links are provided in the mobile user interface for creating a part requirement, using an asset, and removing an asset. 


Additional resources

For more Helsinki enhancement and requirements, see:





Article Information

Last Updated:2016-05-23 15:01:26