Agent Workspace for HR Case Management

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 2 min. de leitura

    • Agent Workspace for HR Case Management (Configurable) is one of two workspaces available for the HR Service Delivery application and uses the Next Experience user interface. It is built on a configurable UI Builder version, which makes it easy to configure and extend according to business needs.

    Comparison between HR Service Delivery Core UI, HR Service Delivery Agent Workspace (Classic), and Agent Workspace for HR Case Management (Configurable)

    HR agents can work on HR cases using HR Service Delivery Core UI, HR Service Delivery Agent Workspace (Classic), or Agent Workspace for HR Case Management (Configurable). Review the following details to understand the key offerings and differences between these applications:
    • The HR Service Delivery Core UI enables you to create, view, or work on an HR case in a form view.
    • The HR Service Delivery Agent Workspace (Classic) gives you the ability to create custom workspaces from the Agent Workspace framework.
      Importante:
      • 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.
    • The Agent Workspace for HR Case Management (Configurable) is a refactored version of the classic agent workspace experience built on a configurable UI Builder version. This application puts all the tools that you need in one place so that you can interact with employees, respond to inquiries, and resolve issues quickly.
      Nota:
      If you’re a new customer of HR Service Delivery, activate the Agent Workspace for HR Case Management (Configurable) application from the ServiceNow® Store.
    Tabela 1. Functionality comparison: HR Service Delivery Core UI, HR Service Delivery Agent Workspace (Classic), and Agent Workspace for HR Case Management (Configurable)
    Functionality availability HR Service Delivery Core UI HR Service Delivery Agent Workspace (Classic) Agent Workspace for HR Case Management (Configurable)
    Personalize landing, record, list, and case creation pages No No Yes
    Single-pane view No Yes Yes
    Integrate communication channels No Yes Yes
    Agent assist No Yes Yes
    Leverage UI Builder
    • Edit component properties
    • Utilize variants and audiences
    • Next Experience UI Branding
    • Styling Configuration
    		 No No Yes
    Multi-tab view No Yes Yes
    List view Yes Yes Yes
    Record view Yes Yes Yes
    Case creation Yes Yes Yes
    Bulk case creation Yes No Yes
    Add checklists for HR cases Yes Yes Yes
    Contextual side panel No Yes
    Nota:
    Only a few features are available in the contextual side panel. For a new set of features introduced in the panel, migrate to Agent Workspace for HR Case Management (Configurable).
    		 Yes
    Create reminders to enable timely communication No Yes Yes
    Create additional cases while working on an HR case No Yes Yes
    Send email feature No Yes Yes
    Create and use interaction records Yes Yes Yes
    ML-driven personalizations Yes Yes Yes
    Supports employee document management Yes Yes Yes
    Agent chat No Yes Yes
    View Service Level Agreements(SLAs) Yes Yes Yes
    Supports Conversational SMS service channel application No Yes Yes
    Custom My Lists No Yes Yes
    Document templates Yes Yes Yes
    Response templates No Yes Yes

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