Name: Unlock your investment in Workday Help
Uploaded: 2025-10-15T18:30:41.620Z
Duration: 59 min 16 s
Description: Unlock your investment in Workday Help

Transcript for "Unlock your investment in Workday Help": Well, hello, everybody, and thank you for joining unlocking the value of Workday help. Today, we will be looking at the Workday help product, but there may be I am gonna show you some, some newer functionality in the employee self-service agent. So as such, just make sure if you're going to purchase Workday help that you do it knowing, what is available in the product today. Now a couple of housekeeping items that we want to go through really quickly. First off, this is an on demand webinar that is being recorded. You will be receiving an email within twenty four hours with a link to the recording. If you have any questions, please feel free to put those in the, right hand side, and myself or my colleagues will respond to those question. Also, on the right hand side, you will notice, there's a link to docs. This, enables you to get additional information about Workday help, any documentation that we have that may be useful to you. And then at the very end of this, presentation, we are going to, have a survey presented to you, so please feel free to respond to that survey and give us, feedback. So let me introduce myself and my colleague, Billy Ferguson. I am Tristina Swartz. I'm a solution consultant here at Workday, and I will be guiding you through the agenda, talking about Workday help, and then also, walking you through a product demonstration. And there's Billy saying hello, and I will have Billy introduce himself further when he gets into his piece on deployment. But Billy is going to be discussing, the deployment. Billy Ferguson, he is our senior services executive. Thank you for joining, Billy. Okay. So let's talk about the agenda. And and right now, by the way, also, we are going to launch a poll right now for you to give us information about what, what you're thinking about currently in your deployment stage of Workday help. So please respond to that poll. That helps us out a lot. Now in terms of the agenda, what are we going to go through? Well, let's start with, what is Workday help and letting you know more about the value of how Workday help can can help your organization. We're also gonna go through, a Workday demonstration so that you can see how you can empower, you can elevate, and you can help innovating, and find innovative ways to engage your employee population. So I will take you through an actual product demonstration. It's a live product, that you're going to see today, and, you'll get to see what is the value literally within that product. We're also going to then I'm gonna turn it over to Billy. Billy Ferguson will discuss deployment options that you have available for, the deployment of Workday help, and then we will finish out with next steps. So let's talk briefly about what is Workday help. And so it's broken down into these, these core segments. The first one is content and service discovery, the ability for your employees to put search requests in and get information back about policies, procedures, and information that they're looking for. It can also be utilized as a case deflection tool. So by delivering this information, this content to the individuals in your organization, it can deflect them needing to actually put cases in or call HR or finance directly. It also includes a robust knowledge management tool. So this is the ability for your organization to create your own knowledge based articles, your policies, procedures, any kind of information that you want that is relevant to employees that, again, can help them get information that they typically have to make a phone call for. Now understanding that the case management or that knowledge, the knowledge base articles may not, answer every question, that's where we then have the efficient case management. The ability to guide an employee to initiate a case and then route that to the direct party and ask for the correct and relevant information. And then one thing to note about Workday help is that we want to take a partnership approach to this meeting that you can extend the application using tools like Workday Extend. Perhaps you wanna take employee relations to the next level and add a grievance management component to that. You can utilize Workday Extend to do that for you. Now what is the differentiation? Why would you want to utilize Workday help as your service delivery solution? And, again, think about this from service delivery solution, not just for your human resources, but for your financial side of the organization. And so the first key differentiation is that it's all consolidated within Workday. So instead of having to have a knowledge based management tool external to Workday, having a case management tool, external to Workday, you can now have all that information directly in Workday and have contextual information delivered to the employee. So when a case is delivered to a case manager, they see the contextual information about the employee that is asking the questions. Not only that, but based on the case type, very specific information. And we'll we'll get to see examples of that in the presentation. You're also going to have the ability to have personalized help. Again, this is utilizing the artificial intelligence built directly into Workday and the contextual information and delivering appropriate, details and and content to your employee population. And then probably even, more, important can be the ability of utilizing that combined security. As you all know, Workday security is pervasive throughout the application, throughout the platform, and that extends directly into Workday help. So meaning, if I'm a case manager, I can only see the information about the employee that is relevant, that my security enables me to see. So very powerful. It doesn't require additional security to be turned on. You can also identify based, on locations, maybe job profiles, who is the audience that your knowledge based articles are even relevant for. So big differentiation in using help directly within Workday. Now what we're going to do is, I'm gonna dive into the product demonstration so you can actually see Workday help. You're gonna see it from two perspectives. We're gonna start from the employee perspective so that you can see, as an employee, how would you utilize, Workday help? What do knowledge based articles look like? How can they deliver content and make recommendations in terms of where an employee is going to navigate? We will put a case in, and then we're gonna switch hats and go on more from the, from your perspective as the the administrator. So let me stop sharing the slides, and I'm going to start sharing my screens so you can see Workday. Alright. So I will go full screen here. Now as mentioned, I'm logging in as Teresa Serrano. All of you are Workday customers, so you're very familiar with, you know, the security, multifactor authentication to utilize that. You know, the information that is delivered to you is relevant to you, as a user. Now the first here that I'm gonna start is up here, and we are going to, ask the question, where's my stuff? And I wanna show you this because and you probably even saw a few things pop up there. But when I hit enter, this is taking you into this simplified search. So this is that simplified search that you can turn on directly in your tenants today. And what it's doing is utilizing that natural language processing to identify, okay, well, stuff. It needs different things to different people. Teresa being the controller, she has some requisition. So here's that Workday assistant coming back with recommendations of, okay, is it these purchase requisitions, that you're looking for? Or is it you're looking for what assets are tied to your employees? Or perhaps it's these knowledge based articles. So utilizing that natural language to search directly across your different knowledge based articles, that you've developed, in Workday. Now notice a few of these that come back. This one makes sense to me, a buyer guide. Hey. How do you create your purchase orders? Again, ordering supplies and such. This one, US exit FAQs, I'm I'm kinda curious why this would, come back. Now also notice down here, if we need to, I can go directly to my help center as a as a user and create a case from here, but I'm gonna drill into this knowledge base article. Now this knowledge base article, as mentioned, you're you're creating these. We do support the ability for you to mass upload up to a 100, articles now and have them generated in Workday. So you own these knowledge base articles. You'll see that it's rich text formatting. Towards the end, I'm going to show you actually how to even create these from the administrative perspective. But notice what you have here. You can have links that take a user to actual tasks, to actual reports. I can initiate maybe emails. I can have phone numbers on here. You have videos and and, you know, graphic images. Now why would this particular article come back? Well, it could be because of payroll, and we're gonna go into our payslips in a little bit. But this is telling a user what you do when you terminate from an organization. And so stuff could mean, hey. You're interested in getting your pay information, or here again, how do I return my company assets? So utilizing that artificial intelligence to derive what kind of information the user may want. Now not only is this happening, but down here towards the bottom when I keep scrolling down, you're gonna notice a few things. For example, we have related articles, related articles that are coming back. If this article isn't what you were looking for, maybe these other articles are are what you want to look at instead. So I could drill into any of these articles. Something else that's very nice for your organization is, is this article helpful? So we can actually, based on if somebody says yes or no on an article, we can now have analytics that your organization can track and identify, do we need to improve these articles? Should we archive certain articles? Do we need to add more information? Or, again, I could just go and create a case directly from here. But let's I wanna show you a little bit more about help here before directly from here. But let's I wanna show you a little bit more about help here before we, get into creating the case. So let's, go directly from this knowledge base article to a specific page. So this is guiding the user to look at their payslips. I could drill in a little bit further, say, well, I wanna look at my most recent payslip. And when I click on this information, I want to highlight something new. And this is this is the Workday the ask Workday icon. So this is, we like to call it the sparkle now, and what the sparkle indicates is more artificial intelligence. And so when I click on the Ask Workday and I will tell you this Ask Workday is going to be it's a new product being introduced. So the ask workday, new product, but what's happening here is it can tie back to help. It can tie back to your knowledge based articles. It can tie back to documents that you upload, and then you can identify things like suggestions. Variety of suggestions here. So, for example, I say, well, what are my benefits? So I click on this link, and, again, your organization is going to control these suggestions, and you're gonna utilize suggestions based on what you most, hear most often from your user community. Now when I click on this, it's gonna give me some details. Okay? This your benefit package includes the following. I can drill into this and see my detailed information. So now this is that contextual information showing the employee what do they have, you know, on their current payslip that they're utilizing in terms of pretax, post tax. But not only that, here's where it's going to show them, here are the resources. Here's where we got those details. So here's, for example, total rewards FAQ. That's a knowledge based article. This is an uploaded document that Workday is now searching across to to find this information. So this is where the evolution, you know, of Workday ask Workday is going, and it does tie back into Workday help. So I wanted to highlight that. Now getting back to that concept of contextual. Well, what if the user wants to ask more information? Maybe I wanna say, what is my total $4.00 1 k paid year to date? Now, obviously, as a user, I can go over and look for this information in my payslip, or why not have Workday do the calculations for me and say, oh, alright. Well, so far year to date, your regular four zero one k is $45.76, but you also have catch up for a total of $53.39. So what's nice about that is I don't have to go out and do any of the math. Instead, it brings those details back. Now you can tell Workday where do you want these assistants to go. And what I mean by that is watch this. If I go back to my home page let's let's close this. Now I'm on my home page. If I were to go into the Workday assistant here, it can it can show me, many other article, capabilities that you can tie back to. But let's, what I wanted to do is, let's go create a case. Now I could have created that case directly from the article that I was in or even as a user, as you know. We could just go say, well, I wanna create a case. I need more details, more information. The the information you provided me was not enough. So let's go say, what am I going to create a case for? So this is if if I were to create a case on behalf of somebody, this is what we would put there. Otherwise, here are the case categories. You're going to define your case categories. These are important because they derive where are we gonna route this case, who is the team that is going to go to, and what is the information that you want to collect. And not only that, watch. If I select benefits, when I select benefits, it's gonna say, okay. Here's suggested resources, your most, you know, most relevant, articles or tasks that you may want to kick off. Let's go select a different one. For example, let's say, I want an employee relations case. Now notice what happens today on this. It will say, okay. In employee relations, this is, telling me that, hey. You know, that case type is gonna define where we route this, but more importantly, it's gonna say, this is a confidential case. So it's going to limit who actually can see this, who can touch it, and the information that is provided to them. Not only that though, it's even going to ask, if, if I want to provide more information. Now let's go do let's go say I wanna do a travel and expense case. And again, I say travel and expense, and it's gonna say, well, do you want us to take you to your expense reports? But as I, go in here, let's just say I I have a question. I lost my receipt. So as I as I go through this and I say I lost my receipt, now, again, it's using that information to say, well, maybe these are the policies or procedures or information that you're looking for. So, again, I could go and and look at the loss receipt policy. But not only that, this time, you probably noticed down here, since I selected this kind of a case, it is saying, before you can submit your case, we need to ask you more information. We need to gather more details from you. And so this is where I have the add required details. So based on this case type, I've now identified what additional information do I need so that I can send it to my expense, expense administrator? So I can say, yes. I've reviewed. Yes. I lost my receipt. You know, where was I traveling? And your organization controls these questions. So you're controlling and they can be, you know, they can be, binary, so true, false, say yes, no. They could be a multi choice. They could be a single select, multiple choice, even comments, the user can put in. But once I've completed that, I can go ahead and say, let's create that case. So we create the case. I can go look at the case. I can look at all of my cases. I can even, as a user, just go back to my help center. So the help center is where this user can see, all the areas that they have access to. And, again, based on security, based on the audiences that you've identified, they will only see those articles that are relevant to them. Okay? So let's switch, perspectives and personas. So you've seen the employee self-service, the employee engagement, that artificial intelligence that's guiding us to maybe the questions that we're asking and the answers we need. But let's look at now the administrator perspective, and I'm going to log in this time as Logan McNeal. And the first place, we'll notice here first, off is notification. So Logan, can have information pushed to her for, these items, but let's go directly to, right here under my HR operations. I wanna actually go to my help case workspace. Now Logan, as I mentioned, is the administrator for all cases in the system. So she's our main case management administrator, and you will notice that this is her dashboard in terms of seeing all the cases, all the new cases, and and where they're at. The first thing to highlight here is that you will see that she is seeing the different categories. And, again, being the overall administrator, she sees all possible categories, whereas a team member is gonna see only the categories that are relevant to them. When I click into these benefits, HR confidential, don't have any out there, any general, it's just showing me that I can break down by those case types. But let's go back to my all cases and look at this a little bit further detail. First off, she is looking at all of them. I can go and instead say, show me just those that are assigned to me, what cases are unassigned. So maybe as the administrator, I wanna make sure I get all these assigned so I can see all unassigned. I can also identify where I'm at where am I at from my service level agreement. So here's my SLA. So it turns out that I have seven that have not met my service level agreements. And you can have different levels of service level agreements. For example, you know, when a case is first created, maybe you have a policy that you want it to be done in two two hours, and then the next, touch status may be done in a day. So you can create multiple levels of service level agreements. But what I've done here now is I've drilled into the specific case, and notice what it is showing me for this. It it was a question about travel and expense. I can go out here and I can say, well, who do I want to assign? So I can see that I've got finance, and I can see here the individuals. Maybe I wanna have Noah. I wanna assign the case to Noah to work on for Teresa. And, again, by assigning this case, now Noah is going to be able to message directly and and add internal notes and such as you're seeing down here. Now you can create, if if Noah starts interacting, he can add a template in. So you can have your own actually, I don't want to add that template, but I could utilize templates to identify what information do I want to send to this user. Otherwise, put notes, attachments, and, again, rich text some rich text formatting available here. Now I will, let me show you some other things on the right hand side. So we saw how you can assign, to your different team members, but, also, this is the detail that I was talking about at the beginning in terms of contextual information that's secured. You can identify it by the different case types. What information would you want the case manager to be able to see? For example, their manager, what organization do they belong to? What is their location? Now if I'm a user who does not have security to see things like the employee's hire date, their length of service, that information is just not available. I just don't see it as a case manager. But you can identify contextually those details that a case manager may want to see. In addition, I can see an overview, and this is showing me there are those different service level agreements that we've set up, time to first response, time to resolve, and, you know, if I've linked any cases. As a, case manager, I can see any files, any attachments maybe that the user had attached. But, also, I can add, other individuals. So I can share this information with other users in Workday against security, pervasive throughout the system. Only the detail that's relevant to them will they be able to see. I can add myself as a watcher, to this. So I can make sure that I watch and I'm getting notifications. I can collaborate, as well, see any cases that I've been mentioned in, and then add any kind of a link, to cases that that are outstanding. So if there are other cases that have come in where I have, links that I wanna send to this individual, I can do that. And, again, full audit capability so I can look at all activity notes and messages that that have occurred for this particular case. But it's that simple for the case administrator to to manage these different elements. Now, this is the case case management dashboard for the case case management administrators and managers. But we also have well, now you want to look at all this information, as a whole, so I can go to my help dashboard. Now this is a a demonstration environment showing us, you know, different dashboards and different types of reports that we can have. But using the dashboard, we can create things like a case management tab where I can see, where what kind of surveys. Because at the end, a user can also do a survey tied to their case, so we can see what, you know, how are those cases, going. We can see, you know, what are my open cases by the different teams. You know? And this gives you that ability to look at your analytics. What is actually happening? What what are the most, you know, significant cases? And then you can be proactive and and prescriptive and define, do we need to create other knowledge based articles? Are there other types of extend applications we can build to help our employee population out? So this is just showing me different types of reports around the cases, that we can slice and dice and ask questions on. Okay? Now in addition to that, you can have the reports that identify what how are we doing from a service level, perspective and how are we doing based on the case category. Not only that, if I wanted to ask other questions like, I I wanna see the details about all eight cases, we can drill into those details as well. And then here, what I wanted to show you is let's look at the knowledge based articles. We started with knowledge based articles looking at, you know, what does it look like from an end user perspective, but here's where we can see, you know, that that helpfulness. Remember, we we can get ratings. So we can see which ones are the most helpful, which ones maybe aren't. Again, thinking about do we need to archive? Do we need to improve any of our articles? So you have the analytics that enable you to see what you're what you're doing and the feedback related to that. Now quickly to show you, how easy it is to create an article, let's go ahead and create an article from scratch and look at what portions of of artificial intelligence are we using here. So, again, here's that sparkle. So let's click on this sparkle. Now as I mentioned, we now have the ability to do a mass of a bulk upload of a 100 articles at a time. And so that that is available starting, today, but I can also go ahead and generate my own articles and build them from scratch. Now there's a few things. What I'm gonna do is I'm going to go I'm gonna do since we were hitting on expenses, let's go create an expense report policy. And utilizing a large language model, we can utilize generative AI to create a knowledge based article for us. And not only that, but we can tailor our article to these three different types. Do you want this to be an employee FAQ, talking points, or just a general summarization of policy? Now I'm going to upload a file from my computer to generate this document. Now let's go to my documents, and here it is, expense report policy. We're going to attach that, and I'm going to say, please generate just a general summary. So utilizing that large language model, it is gonna generate a recommended expense report policy. And just to let you know, the expense report policy that I just uploaded is over six pages long. And so this is going to, summarize those bullet points for us. And here it is, a nice one page, really short, simple one page document with a link to the original document itself. And so, now we can go ahead and make changes to this. So, for example, if I want to, highlight let's do expense reports. And I want to add let's say we want to add a link to a specific Workday task. This is where I can go ahead and say, let's go and create expense report. As a matter of fact, let's, there are lots of, let's go say create expense report is the link. So now that it's that simple for me to go ahead, put that link, and now the users are gonna be able to link and be guided directly to that transaction. Now a few more things. Fully support translations. So this is a variety of the different languages that are available. We'll select English. What is the category? This is now where it ties back so that we can make those recommendations to users. So I will say maybe this is benefits, and actually, no. I wanna make this, a finance related item. Who can view this? Well, maybe I want everybody, the entire organization. So, again, these are your audiences that you're going to set up. And then are there other, are there specific locations I want this tied to? And then any specific tags. Now tags are just another tool that you can utilize to help guide and make sure that these articles, are are highlighted. So, again, I could just put stuff on here as something, that maybe is a tag that I have found, users utilize most frequently. Now before I publish this, we can preview. And you can see here, I can also ask for collaboration. So I can add collaborators that I wanna work with and have comments going back and forth. We have fully supported version history. So as your, knowledge based articles evolve over time, we can do that. Again, we can add multiple translations to this. So we can utilize Google Translate to do a translation of that policy and have that available for users. And here is that ability for me to collaborate and share with users in the organization. Now one more item as well is we can preview this. And when you preview this, you can tell Workday, well, I want to see this on the different types of devices. So the first device it shows me here is going to be my, laptop, a computer, more resolution. Here's what it's gonna look like on a tablet, so not much different. Tablet, still really good resolution, and here's what it's gonna look like on the iPhone or on, a Google Android on on your, different smart devices. So this is a really nice way for you to see, is this going to look good on all these different types of devices? Once you're done with the preview, we can now publish this article, and now it will be available for users to, utilize and consume. And one thing I want to notice here to I want you to notice is that we do identify the status of this, and we do identify that this was AI generated AI generated. As such, that is really for you to know that it was generated by AI. So anytime anything is generated, we want you to make sure that you review it, and make sure that it does meet your needs, that no hallucinations are involved. So want to make sure that you go through, that review. So that is looking at that demo, the demonstration of Workday help. I'm going to stop sharing, and we will go back to the PowerPoint. So let's talk about, customers. So how are our customers using this? Let me go to the right slide for you here. So, Workday customers, here's some outcomes that that our customers have found. So, for example, you see here sun Sun Life. They were able to bring in all of their content from an external content provider. So from a a separate document management system, all 100% of their content, they were able to bring into Workday. And by doing that, they then eliminated over 98% of any manual, educational assistance that they needed to provide, because it was in the single system. The PRA group was able to personalize help, and employees were able to access knowledge based articles, and and they were able to finish reduce our careers from two days to just minutes, a total reduction of over 75% of inquiries that were going into their HR organization. You know, you look at BF Corp, and they they selected Workday help, so that, users could get access to w two information through self-service. They were able to, get their information on the mobile device. So that's another key element. I didn't show you mobile today other than that preview, but you can access these knowledge based articles directly on the mobile device. So very, very important for users to be able to do that. Also, just some more examples, and we we talked about Sun Life and PRA Group, but, you know, Harrods, another, great example. They reduced their query time from thirty minutes to five minutes. Again, utilizing the help, the knowledge base articles, being able to guide users to what they were looking for. Even think about that simplified search and the power that that provides to your users to say, oh, this might be what you're looking for. And, this helped them also reduce their service level agreements to, down, 95%. So they were able to better meet their customers' needs by engaging and empowering their employee population. Now what I'm gonna do is I'm going to turn this over to Billy to now talk about now that you've seen the product you're interested in in utilizing Workday, how do you deploy this, and what are the options for your organization? So thank you very much. And and Billy, you're up. Thank you so much, Christina. And hi, everybody. Billy Ferguson, services executive with our professional services organization here to help our customers get live on new day functionality and and be successful and and optimize what you already have in place today or or looking to deploy that you might already own. Tristina did an amazing job walking us through the value of Workday help, what's available available today across case and knowledge management, as well as some of the exciting functionality that is is newly released. And and my job today is to help you, see how do we realize that value, what to expect when you are deploying Workday help, and some lessons learned that we've had in our professional services organization, since the inception of Workday help. We're gonna walk through, first, what are your options when it comes to deploying Workday help in terms of support? We have kind of three flavors that we would recommend for you that we'll look at, each of these options individually. Then we'll look at some broader, deployment planning, and and recommendations when you are in in the midst of a project, what to expect, what we recommend from a resources and best practices standpoint, and I will wrap up with some additional, training and ongoing reference material recommendations before, Tristina brings us home with some next steps. First, wanna call out our recommended deployment options from a support standpoint. What we have here on on the screen really is a a spectrum of our customers kind of in terms of their level of self sufficiency with customers who might need, kind of full level of support on the left hand side with a Workday or partner led deployment, ranging down to an entirely, customer led self deployment, and we have some optional advisory support that we just want to inform you about it as a potential lifeline should you need it. All of these options really are are offered by Workday professional services as well as our VAST partner ecosystem, and we're gonna talk about, our recommendations from a partner standpoint as well. But focusing first on the Workday or partner led deployment, this is for customers who maybe don't have as many at bats at self deploying Workday functionality. It might be newly live on Workday, or as is the case for a lot of our customers out there, bandwidth is is tight. Resources, you know, are are busy doing other things, and we'd love to have a partner come in and help us do the heavy lifting of of both designing, configuring, and migrating, Workday help functionality into production. From a Workday professional services standpoint, our model is typically fixed fee in the Workday help, space. A lot of our our partners offer a lot of different flexible models as well. But from a a timeline perspective, we typically see this between three and five months depending on complexity. The the overall deployment approach that you go with for Workday health, across geographies, across knowledge base and or case management, however you define to to break that out. And we'll talk about that decision point as well here shortly and what are some of those key complexity drivers. But, a partner Workday led deployment obviously lends itself to lower uplift and therefore lower kind of participation or skill level required, by our our customers. And note for all of these options for your initial deployment of Workday help, you would receive one implementation tenant as a part of that deployment, included, and it should I believe the policy currently states, you know, six months after you go live with the functionality. For those listening to this in the future, products and safe harbor statements apply. Please check out, the the tenant policy as of the current point in time to to validate that that is still the case. Middle option there we have is deployment with Workday success plans. Now if if you're not familiar with Workday success plans, that is our best in class support program, through which we're really reimagining how we partner with our customers beyond just kind of an individual statement of work or tactical technology standpoint and and actually expanding into, more, of the business consulting side of of, strategically aligning our organizations in terms of, business priorities, aligning Workday's technology to meet your specific business needs, through road mapping sessions, through, governance sessions, and and a vast menu of education offerings, services offerings, and technical expertise. As it pertains to Workday help, there are some specific components within Workday success plans that really enable our customers to, take on the the deployment of Workday help, with some hands on support throughout that process. And that comes in a couple shapes and sizes that we're gonna look at in just a minute. But we kind of put this in in the middle as there is a a good amount of of hands on support that would be included. That would be a part of the Workday success plan subscription and and kind of in that that middle ground in terms of participation and skill. And then on the the the lightest touch option being a self deployment, taking advantage of some of the self guided materials that are out there on Workday community and through our education organization, as well as an optional advisory support for customers looking to to have a lifeline, have someone look over their shoulder, review their design, and be there for any escalations that come up, to be able to jump in on short notice and support that go live. So that that lends itself to a higher level of of skill and participation on the customer side. We'll we'll look at more specifics here in in just a minute. First, focusing on that Workday or partner led deployment. I wanna first, highlight our Workday methodology and and how that timeline breaks down, over our project phases as well as some key activities within each of them for for Workday help. Mentioned that kind of three to five month project timeline and and what you see here, if if you haven't been a part of a a Workday deployment before, this is our, deployment methodology in which all of our projects, go through, be it Workday or partner led. We are all all of deployments, big or small, are going through the plan phase, architect configure, test, and deploy. You'll see the the pre plan phase there really is referring to any initial sales activities, discovery, transition processes in terms of getting to and finalizing contracts and and ramping teams up before you get to the formal plan phase once, the project actually gets kicked off. From a resource perspective on the Workday side, we would have an engagement manager who would be the counterpart to a partner project manager, leading the kickoff from our side and and owning things like co developing a project plan, aligning resources, driving scheduling activities, and working with your team in that initial plan phase. You can see one to three weeks defining that project plan, the the training plan, the content strategy as you can see, which is a pivotal part of a health deployment. What does change management look like, and any additional prediscovery needed before we go into our formal architect and configure session, which, is largely led by our design workshops where we're gathering new requirements. I I hope those are are typically virtual from from Workday's standpoint, but I believe there are some flexible models available there. We take that those design requirements and build your initial prototype tenant in that included, one implementation tenant. We would then conduct smoke testing on both sides and, leave what we call customer confirmation sessions where once that prototype is built, we actually have users on the customer team, lead a demonstration of the functionality once it's been smoke tested to confirm that what we designed is is what has been configured, to kind of kind of formalize the the kickoff of of some unit testing on the customer teams. Usually, the admin's driving that, while the the broader end user training and and final testing plans are being finalized. Architecting configure stage gets signed off before we move into test where we would have a formal end to end test phase. Typically, more end users are getting engaged at that stage and looking at more specific and and scenario based test cases as it pertains to to, knowledge based articles. Usually, you know, across each testing phase, the the the volume and the complexity around those knowledge articles increases. The level of branding specificity likely goes up between architect configure and test. And and any outstanding requirements, or complexities in terms of the the security setup, for your your case management and business process and security routings, get fine tuned so that, by the time it's it's time to sign off on testing and cut over, your your configuration, your prototype, is as buttoned up as as possible while that end user training, plan is is complete. Leading into deploy, we have one to three weeks listed there to execute that cut over checklist, complete knowledge transfer between the Workday or partner, consulting team and your teams, finalize the creation of of any knowledge based articles that need to to be, moved over into Workday. And we recommend that take place, both in sandbox and production after that implementation tenant, before a formal, period of post production support, which we have listed there estimated at at two weeks. Now, again, this this can vary, based on your specific requirements. So so work with your account teams to get kind of a more tailored, estimate in in your specific scenario. Workday professional services. Some customers don't know that Workday has professional services organization. We have we pride ourselves on having the most tenured set of resources in our ecosystem. We're the first to deploy all of our products, and and we really strive to have, happy customers going live successfully with a heavily consultative approach. That being said, we we don't kid ourselves into to marketing ourselves as the most cost effective partner at all times, or at some in some instances, you need to move fast, which is more often the case today. And and we have a vast ecosystem of our implementation partners who are certified and have a wealth of experience in deploying, Workday at large, but especially with, Workday help. We have a lot of partners who are there willing and able to to to help you out. And one that we wanna focus on today is Commit Consulting. Commit Consulting has a strong set of Workday help certified resources across our people experience SKU, more of a a boutique feel in terms of that level of support. A lot of experience in phase x projects, with as you can see there, a consistent AMS, support model. That being said, they're they're willing and able to to scale to meet our customers' needs and and a great wealth of of experience. So if any interest in a partner support for your help deployment, reach out there as you can see on the bottom to Chris Paul or or Landon. Next, wanna talk about the option with Workday success plans to get you live on Workday help. I mentioned with Workday success plans, there's a number of offerings, within a success plan that can help enable your team to not only own a self deployment, actually guide the the process. Kind of one of the the key ways that we recommend customers do that is with our, feature accelerator webinars. It's a series of of webinars, tied to specific product areas that our customers often do self deploy. And and every time you consume one of those webinars or or series of webinars, which contains some self guided content to help you actually configure compared to, the webinar content, you are also available to, access some coaching services as well to, attend a couple sessions with a coach. Once you have configured things to do a sanity check or ask questions or if you're stuck, help receive that hands on guidance on on how to proceed, or or look at your configuration before you're planning to move it into production just to kinda get that final glance. Not only, do we provide some, individual coaching there, but we have what we call deployment guidance service, which is a new component of Workday success plans, which, like our software, follows our our product statement as it is continuing to evolve and and add additional value for our customers based on their feedback. Deployment guidance service is an example of that. You would receive a deployment partner who is there to, work side by side with you throughout your deployment to, facilitate checkpoints, at several milestones throughout your project, across, a, your project planning, your functional, configuration review, looking at your design and the actual configuration, of that design, as well as just before you go live, and your technical, design as well, to give you kind of Workday assurance that you're adhering to best practice and that you can go live confidently with the Workday stamp of approval. And and anything that we call out or or that you escalate to us, we work through together and see if if it's working as designed, or if there's something we can work with you to resolve. And then lastly, in terms of expert assistance, beyond kind of the standard community approach, of connecting with other customers, we have what we call collaboration crews. There's a a crew for Workday help in which as a success plan customer, you can nominate to be a part of the Workday help crew, which is a group of customers that meet every week for about five weeks or so, every quarter, give or take. And that that kinda changes over time as well. So so look at the policy there to to confirm timing. But it's a facilitated conversation where you're meeting with like minded customers to discuss real live use cases. How are you solving for certain types of problems or certain types of support models with your cases, how are you working through this, how are you leveraging, segmented security to help this, etcetera to to really build not only a a network, but but solve relevant use cases across all of our customers. We have links here below to, what those accelerator webinars are that we're referring to for, knowledge management and case management. And there's some, additional on demand training and, training courses contained in an administrator library that are included in Workday success plans, an overview of help, as well as some of our, learn independent courses for administrators that are are made available to Workday success plan customers, included in in that subscription. And lastly and certainly not least, we have ask an expert, which is one of the flagship components of success plans, kind of a a short notice access to senior level resources, kind of a Swiss army knife for for troubleshooting Workday issues across the platform, but certainly with Workday help. As you're going through a self deployment, you you might have used your coaching or you just need someone to hop on the phone and and look over your shoulder, answer some q and a's, help with demos of health functionality to your executives. Really, you know, just about any any request that you you have from a senior level consultant who who specializes in help, that can go into your tenant and help resolve your your issue, with ask an expert. Not not kind of full scale support usually, you know, just a couple of hours of of support, but there to to help in in a pinch and be a lifeline. So that's Workday success plans as it pertains to Workday help. Lastly, a self deployment option, with some advisory support. So I'm gonna focus on what are some expectations when you're self deploying and and and what to expect. But first, wanna highlight that advisory option that I I alluded to. With Workday professional services, we have a program called expert assist. Not to be confused with ask an expert. This is independent of Workday success plans. Expert assist is really a hours based model and method through which our customers can engage with Workday professional services for small bodies of project work, and get engaged in a pretty time and cost effective manner. And we reduce some of the overhead by eliminating engagement manager support. So you're working directly with a consultant, and and we can offset that with, looking at small bodies of work there, as you can see, between three and eighty hours. So really the that's a bucket that we think is is ideal for advisory type of support, especially with an area like Workday help, where it's not quite as, in, you know, intensive or or cumbersome as, you know, something like a learning or a talent acquisition deployment. But something that if, you know, handful of hours every week can help our customers as a lifeline get you live successfully and and with confidence. And so that works by, a, we set up a governing agreement with you that authorizes how many hours, to to have access to. It's a minimum of a hundred hours, and you can use those hours over eighteen months. Once that kind of pre authorized SOW is in place, you submit a case to request work. You would log a case saying I would like some advisory support for my deployment of help. We then scope what those hours look like, and we both mutually agree to that scope. Of those, say, a hundred hours that were authorized, we estimate this is gonna take fifty hours. Great. We we lock in at fifty hours. That's when you are billed for just those fifty hours. You don't see any invoices up to that, and it's only for the scope that we're agreeing to. That work then begins and and and is underway. At the end of that, you have fifty remaining hours. You can use those within eighteen months, or if you don't use them, you're you are not charged for them. They they simply vanish or or you can look to to purchase additional if if need be. So very flexible approach with Workday expert assist. Now when it comes to the actual, tactical components of self deployment, few areas of of recommendation that that Workday, has. First, in terms of your your project team, in terms of level of experience, we do recommend for self deploying customers having previous, Workday self deployment experience in some other product area or at least, experience deploying a case management and or knowledge management system before and attending the the help training at a minimum. Ideally, having, you know, a handful of Workday Pro certified resources, but certainly having already attended help training rather than waiting to do that during or or after the project. In terms of the actual roles on the project, we would have a a PM, someone the the owners of the strategies for both knowledge management, content creation, and what is the process and governance for creating content, and what is the the strategy for case management. So whether that be in specific business areas, whether that be associated with a help desk organization, or whether that be a part of HR or HRIS, what have you or or even IT. Making sure that that those, you know, hats are represented as well as your owners of Workday, your your, you know, kind of standard security business process administrators, those who are actually going to own the configuration on the back end. And, of course, change management, and and we should have testing test management listed here as well. Oftentimes, the project manager might be wearing those hats as well. Some of the key complexity drivers with Workday help, first are volumes, both your case types, the types of cases that workers are logging, the the types and sizes of service teams, and and your support model breakout, be it by geography, by tier, by a hybrid model, what have you. That lends itself to more complex process routing security and therefore more complex testing. Number of active cases that you might need to bring into Workday and or volumes of of articles that you need to to bring in into Workday Lead to some complexity and and kind of elongate that project timeline closer to the five month range. And then, you know, the system you might be coming from, if you have a system in place today like a ServiceNow, Jira, trying to lift and shift and replicate some of those requirements, can lead to a a longer more complex project than, you know, customer coming from from spreadsheets or or potentially looking to transform how they do things today. And any specific reporting requirements beyond, workday delivered reports will will add some complexity there. And lastly, some lessons learned for for customers looking to self deploy. We do recommend certainly through the early phases of testing, looking at a subset of high impact knowledge based articles for unit and system testing that usually grows over the course of the project. But rather than, you know, spending a bunch of time in your project plan, bringing in a full set of knowledge based articles, that time is often better spent focusing on a subset, to to get into the the granular details of of security and and process routing, and and, you know, maybe representatives of the different types of articles that you're looking at rather than the full full suite. That also lends itself to kind of a crawl walk run approach in general. And I'm getting ahead of myself, but, one way that you can look to deploy is is either knowledge base, first case man case management, second, or for specific audiences or geographies initially, and expanding that over time can work well for Workday help customers, especially those who aren't looking to sunset a a legacy system, you know, all at once. Standardizing branding is definitely something that helps streamline testing phases, and facilitate that go live process. So the earlier you can get a start on that, the better it will serve you in terms of timeline. Making sure to test in implementation or sandbox first before moving things to production. It can be an easy one to overlook. And lastly, like some of the the ask workday functionality that Christina showed us, and and some of the AI creation with the knowledge based articles, take advantage of those capabilities to to help, gain some efficiency in in that process and and even during the project. Alright. Rounding out with some initial, deployment planning and considerations. First is the actual approach for your help deployment, which I mentioned and was getting ahead of myself on. We alluded to already a lift and shift approach where you're you're looking to replicate what, you have in place today, the exact processes and structures that you have. Knowing that Workday help, can come with some paradigm shifts. Our resources definitely aim to make you aware of what those key deltas are and and those patterns that we see coming from a a ServiceNow or a Jira type of of transition, common trends that we see with our customers and and how does that translate into Workday, as things can look and feel slightly different, and we know some things can be really customized in those other systems. So, we don't always recommend a lift and shift, but customers oftentimes are in a position where where that's that's the option that we have and and we make the best of that. Contrast that to a a phased rollout where you might be looking at specific case types or use cases or types of articles or or to specific geographies, that would be great as, if not a pilot population, at least a phase one group, to to get an at bat at a go live. If maybe it's a a quick win population, that you can test the the change management approach of rolling this out, and and iterate on that over time. Works really well with Workday Health deployments. But we do have customers who go live with a big bang approach, going live everywhere with everything all at once, as they're looking to sunset an existing system, something we certainly can and do accommodate. And that could involve potential transformation as we can see with that redesign or more of a lift and shift big bang of moving and and trying to create what you have in place today. Won't go through all of these, but we have our sample discovery questions for knowledge base and case management. So some some considerations for your teams as you're thinking through, you know, where where do we start? What are the types of considerations we need to have in in line and ready to go, as we're considering deploying? So, across knowledge base, making sure you know what your latest and greatest content is and and where it's stored and where it should be stored and and how it will be grouped and what is the dimensionality and tagging that you need and security. On the case management side, again, what does it look like? Do you do you need to go with a lift and shift approach compared to your current system, your support model? Where do you need regional alignment versus, you know, how centralized is the team and is that different in different organizations? So kind of having all of those high level requirements in a row as you look to to get started. And as a part of that, you know, some of the the features that we saw, like in ask Workday, is that something if it's not enabled today, do you wanna incorporate that into this process so you can maximize that value out of the gate? And lastly, before I hand things back over to to Christina, rounding out with some training and support material, we have the core training for help that help for administrators, one credit learn independent course. That's the one we recommend for, the administrators going through a a deployment. Certainly can't recommend that enough. There isn't that on demand education, video I mentioned previously. There's a lot of documentation in Workday community around the specific steps to set up case and knowledge management. But maybe what I would recommend the most is the next level series. There is really great content there in the next level series. If you haven't accessed that, it's a free resource in Workday community with some specific deployment use cases guided, by our our subject matter experts. And for help specifically, they walk through step by step what are the prerequisites, what do you need to enable to to turn on case and knowledge management, what are the key considerations kind of along the way? So check out the next level series that we have linked here. We have links to the user group, as well as the product road map as well. And I think lastly, we have a couple QR codes here for additional support related to implementation quest questions, your customer success journey within community, and and links to help additional demonstrations to to learn more. Alright. Handing things back over to Christina to round us out with some next questions. Well, thank you very much, Billy. And yeah. So to to finalize and and and close this out, well, why workday help? Think about how it simplifies the employee experience. Think about that intuitive search that drives your employees to answers and drives them to create and and complete tasks. And then also think about that way that you can easily create knowledge based articles that help engage your employee population. So So what are the next steps? If you're interested in Workday help, we have a QR code here that takes you to the login page, on Workday community to give you more details. But if you're interested and you're ready to deploy and and, you know, now that we know all the options in terms of deployment, the billing just represented, connect with your account exec. Engage with the Workday services rep, or Workday services executive. You know, that will then lead into the reviewing, of the scope and your estimates. You'll, you know, sign a deployment statement to work. And then, you know, as always, with any kind of deployment, you're gonna have fun doing it, especially with Workday help. So with that, we will be launching a, a final survey, so please respond to that survey. And thank you so much for attending Workday help. Thank you very much for being a Workday customer, and have a great Workday.