Setting up HR Service Delivery Agent Workspace

  • Release version: Yokohama
  • Updated January 30, 2025
  • 4 minutes to read
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    Summary of Setting up HR Service Delivery Agent Workspace

    ServiceNow’s HR Service Delivery Agent Workspace enables HR agents to efficiently engage with employees, answer questions, create cases, and resolve HR-related issues. The workspace is built on the Agent Workspace application platform and requires activation of specific Human Resources Scoped Apps. Note that the classic version of this workspace is deprecated; ServiceNow recommends migrating to the configurable Agent Workspace for HR Case Management to access enhanced features.

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    Setup Components

    • Activate the Human Resources Scoped App: Core [com.snhrcore] plugin.
    • Activate the Human Resources Scoped App: Workspace [com.snhragentworkspace] plugin.
    • Configure communication channels and routing.
    • Set up HR-specific workspace components, including forms and workspace UI.

    Roles Installed and Their Practical Use

    Activating the core and workspace plugins installs multiple roles critical for managing HR cases and workspace functionality:

    • HR Manager (snhrcore.manager): Full access to HR cases, employee profiles, and secure data; manages workspace lists and categories with elevated privileges.
    • HR Case Writer (snhrcore.casewriter): Can create and work on all HR cases and access knowledge management; includes permissions for interaction transfers.
    • HR Agent (snhrcore.basic): Basic access to HR modules; includes workload management capabilities across service channels.
    • Workspace User (workspaceuser): Access to the workspace for case interactions and employee engagement.
    • Workspace Content Manager and Related Roles: Manage scheduling and publishing of content within the workspace.
    • HR Workspace Admin (snhrws.admin): Comprehensive configuration rights for the HR workspace including UI building, chat administration, interaction management, recommendation configurations, and form personalization.

    Rich Text Feature

    Agents can enhance their communication within the workspace by enabling rich text formatting for comments and work notes. This is controlled by the glide.ui.journal.usehtml system property, which is off by default. Turning this feature on provides a richer editor interface, including options for stacked or side-by-side comment views. However, enabling rich text may impact system performance, especially if multiple Agent Workspace applications are in use.

    Practical Benefits for ServiceNow Customers

    • Provides a centralized, efficient workspace tailored for HR agents to manage employee interactions and cases.
    • Role-based access ensures appropriate permissions for different HR functions, improving security and ease of management.
    • Configurable communication channels and routing optimize case handling and employee engagement.
    • Rich text support enhances clarity and professionalism in agent communications.
    • Migration from the deprecated classic workspace to the configurable workspace unlocks newer capabilities and better support.

    Set up HR Service Delivery Agent Workspace so that your agents can engage with your employees, answer questions, create cases, and resolve issues.

    Important:
    • HR Service Delivery Agent Workspace (Classic) is now deprecated and no longer supported or available for new activation. For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base.
    • If you are an existing user of HR Service Delivery Agent Workspace (Classic), you can migrate to the Agent Workspace for HR Case Management (Configurable) for enhanced features and capabilities. See Migration Guidelines.

    ServiceNow® HR Service Delivery Agent Workspace uses the Agent Workspace application as a platform.

    To set up HR Service Delivery Agent Workspace, you can:
    • Activate the Human Resources Scoped App: Core [com.sn_hr_core] plugin.
    • Activate the Human Resources Scoped App: Workspace [com.sn_hr_agent_workspace] plugin.
    • Set up these components of the HR Service Delivery Agent Workspace:
      • Communication channels and routing.
      • Additional components and settings that are specific to HR Service Delivery.
      • Forms in workspace. See Set up forms in Workspace.
      • Workspace setup. See Set up Workspace.

    Roles installed

    By activating the Human Resources Scoped App: Core [com.sn_hr_core] and Human Resources Scoped App: Workspace [com.sn_hr_agent_workspace] plugins, you install the following roles:
    Table 1. Roles for HR Service Delivery Agent Workspace
    HR role title [name] Description Contains workspace roles
    HR manager [sn_hr_core.manager] Grants access to all HR cases, profiles, and secure information.

    With this role, you can manage HR Service Delivery Agent Workspace lists and categories.

    This role contains the Workspace List Admin, which is an elevated role. For more information on elevated roles, see Elevated privilege roles.

    The Workspace user [workspace_user] role allows you to access HR Service Delivery Agent Workspace and create and access interactions.

    		 Workspace List Admin [workspace_list_admin]

    Workspace user [workspace_user]
    HR case writer [sn_hr_core.case_writer] Grants access to write all HR cases.

    With this role, you can access HR Service Delivery Agent Workspace and view, create, and work on existing cases. You can also access all areas of Case and Knowledge Management.

    This role contains the Workspace user role, which allows you to perform interaction agent and interaction queue transfers.

    		 Workspace user [workspace_user]

    Interaction agent [interaction_agent]
    HR agent [sn_hr_core.basic] Grants access to basic HR agents to HR Service Delivery Agent Workspace modules.

    This role contains the Advanced Work Assignment Agent [awa_agent] role, which allows an HR agent to work customer interactions and manages workload across multiple service channels.
    Workspace content manager [sn_cd.workspace_content _manager] Lets you schedule content to workspace.
    • The uxframework_user role allows you to browse and select from the library of UX component records so they can set a component reference field on any accessible table.
    • The sn_cd.content_manager role grants access to Content Publishing.
      • The sn_esign.config_manager role can manage the e-signature configurations.
      • The sn_cd.content_approver role can approve content that is scheduled to appear on the Employee Center.
    • UX framework user [uxframework_user]
    • Content Delivery content manager [sn_cd.content_manager]
      • E-Signature configuration manager [sn_esign.config_manager]
      • Content Delivery approver [sn_cd.content_approver]
    HR Workspace Admin [sn_hr_ws.admin] Lets you configure all aspects of HR Service Delivery Agent Workspace.

    The workspace_admin role allows you to configure Agent Workspace

    • The chat_admin role administers the chat tables.
    • The uxframework_designer role has write access to UX page element records for designing UIs.
    • The agent_workspace_user role allows you to perform interaction agent and interaction queue transfers.
    • The sn_agent_recommend.recommendation _admin role manages agent assist recommendation configurations.
    • The interaction_admin role allows you to administer the Interaction Management system.
    • The workspace_list_admin role allows you to manage workspace lists and categories.
    • The ui_action_admin role allows you to manage UI actions.
    • The ui_builder_admin role provides permission to use the UI Builder APIs so you can create, update, read, and delete UX pages.
    • The uxframework_user role allows you to browse and select from the library of UX component records so they can set a component reference field on any accessible table.
    • The sn_intel_analyzer.similarity _analyzer_admin role allows you to administer the Similarity Analyzer. The Similarity Analyzer defines patterns and trends that can help you resolve a record.
    • The form_admin role manages forms, form sections, and section elements.
    • The personalize_form role allows you to personalize forms.
    • The ui_notification_admin role allows you to configure notification triggers.
    		 Workspace administrator [workspace_admin]
    • Chat admin [chat_admin]
    • UX framework designer [uxframework_designer]
    • Agent workspace user [agent_workspace_user]
    • Agent recommendation admin [sn_agent_recommend.recommendation _admin]
    • Interaction admin [interaction_admin]
    • Workspace list admin [workspace_list_admin]
    • UI action admin [ui_action_admin]
    • UI builder admin [ui_builder_admin]
    • UX framework user [uxframework_user]
    • Similarity Analyzer [sn_intel_analyzer.similarity _analyzer_admin]
    • Form admin [form_admin]
    • Personalize form [personalize_form]
    • UI notification admin [ui_notification_admin]

    Rich text

    Rich text allows you to format your comments or work notes to emphasize your message and is readable across many programs and platforms.

    You can enable rich text for HR Service Delivery Agent Workspace by using the glide.ui.journal.use_html system property (sys_properties.list). By default, this property is set to false (off).HR Agent WS - Rich text
    Table 2. Agent Workspace case form callout descriptions
    Number Description
    Toggle compose settings icon Toggle compose settings icon that you select to show the rich text editor and stacked view icons.
    HR Agent Workspace Case form callout 1 Rich text editor slider that you can toggle on to turn on the rich text.
    HR Agent Workspace Case form callout 2 Stacked view slider that places Comments and Work notes side-by-side or stacked above one another.
    Warning:
    If your company is using other Agent Workspace applications, turning this property to true (on), might impact your system performance.