Agent Workspace for HR Case Management release notes
Summarize
Summary of Agent Workspace for HR Case Management release notes
The ServiceNow Agent Workspace for HR Case Management application enables HR agents to efficiently interact with employees, respond to inquiries, and resolve HR issues. The Xanadu release introduces enhancements designed to improve agent productivity, case management, and accessibility, helping HR teams deliver faster and more effective service.
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Key Features
- Case Creation Enhancements: HR agents can now view detailed HR service descriptions during case creation, reducing unnecessary case transfers and improving resolution efficiency.
- Recently Updated Cases View: A new "Recently updated" tab in the list view allows agents to quickly access and manage cases that have recent activity.
- Response Templates: Agents can use reusable response templates to speed up replies to HR tasks by copying predefined messages into comments or work notes.
- Guided Decision Trees: Agents can utilize decision trees to triage and resolve employee cases more quickly and consistently.
- Personal Notes Attachment Support: In Employee Relations cases, agents can upload attachments to personal notes to support claims or investigations.
- Configurable Workspace Accessibility: The workspace now supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance, including reflow capability to zoom content up to 400% without losing functionality or readability, accommodating users with low vision or other accessibility needs.
- Guided Tours: An interactive guided tour is available directly from the workspace sidebar to help agents familiarize themselves with the interface and features.
Activation and Availability
Agent Workspace for HR Case Management is available via the ServiceNow Store. Installation requires requesting the application through the store platform. Customers can refer to the ServiceNow Store release notes for cumulative update information.
Accessibility Improvements
The workspace’s configurable design supports:
- Reflow to ensure content scales properly up to 400% zoom without horizontal or vertical scrolling.
- Automatic transformation of page layouts into vertical stacked views at high zoom levels to enhance readability.
- An optional system property to disable reflow if desired.
These improvements help users with visual impairments or those using various devices and environments to access HR case management effectively.
Related ServiceNow Features
The Agent Workspace integrates with broader HR Service Delivery solutions that automate and streamline HR workflows, supporting employee transitions and career growth. Additionally, Now Assist for HR Service Delivery leverages GenAI to summarize case and chat information, enabling agents to resolve cases more rapidly by understanding context and proposing resolutions.
The ServiceNow® Agent Workspace for HR Case Management application enables you to interact with employees, respond to inquiries, and resolve issues quickly. Agent Workspace for HR Case Management was enhanced and updated in the Xanadu release.
Agent Workspace for HR Case Management highlights for the Xanadu release
- Minimize case transfers and improve agent efficiency by viewing HR service descriptions during case creation.
- View recently updated cases in list view.
- Enable agents to quickly respond to HR tasks using response templates.
- Enable HR agents to expedite services by creating decision trees.
- Support claims in Employee Relations cases by uploading attachments in personal notes.
- Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance.
See Agent Workspace for HR Case Management (Configurable) for more information.
New in the Xanadu release
- Create a case in Agent Workspace for HR Case Management
- HR agents can minimize case transfers and improve efficiency by viewing HR service descriptions populated in the HR service configuration by HR admins during case creation.
- Lists in Agent Workspace for HR Case Management
- View recently updated cases using the Recently updated tab in the Lists view in Agent Workspace for HR Case Management.
- Using a Response template in an HR case or HR task record
- Enable agents to quickly respond to HR tasks by using response templates as reusable messages that you can copy and paste into the comments or work notes for an HR task.
- Resolve HR cases using guided decision trees in Agent Workspace for HR Case Management
- Expedite HR services by creating decision trees that agents can use to triage employee cases.
- Add personal notes
- Upload attachments in personal notes that support the claim in Employee Relations cases for an assigned agent.
Changed in this release
- Reflow for configurable workspace
- The Agent Workspace for HR Case Management configurable workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. For information about how to upgrade, see the Accessibility information that follows.
UI changes
- Use Guided Tours in Agent Workspace for HR Case Management
- Selecting the help icon from the main sidebar initiates a guided tour of Agent Workspace for HR Case Management.
Activation information
Install Agent Workspace for HR Case Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Accessibility information
- Accessibility improvements
- Accessibility improvements were completed to create a configurable workspace that supports WCAG 2.1 Level AA conformance.
- Reflow
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The Configurable Workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view automatically when users increase browser zoom to 400%.