--- sourceDocument: Australia Employee Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Using Agent Workspace for HR Case Management # Using Agent Workspace for HR Case Management {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Using Agent Workspace for HR Case Management The Agent Workspace for HR Case Management enables HR agents to efficiently interact with employees, respond to inquiries, and resolve HR-related issues. It integrates various tools and information sources into a centralized interface, supporting case management across multiple channels such as chat, phone, inbox, and global search. The workspace is highly configurable and supports functionality comparable to the Classic HR Service Delivery Agent Workspace. Show full answer Show less Note that the Centers of Excellence (COEs) available vary by HR package, and the categorization of HR catalog items is intended solely for employee-facing interactions, not for backend HR service categorization. ## Key Features * **HR Case Form:** Allows management of multiple cases with tabs for associated records like case details and tasks, including child tabs for detailed views. It displays key information such as HR service, priority, status, and assigned agent. * **UI Actions:** Action buttons enable saving changes, status updates, and cancellation, dynamically adapting based on case type and status. * **Related Items Menu:** Provides quick access to details, tasks, and related records linked to the HR case and subject person. Tabs adjust based on the case type and Playbook usage. * **Activity Stream:** Displays comments, work notes, and state changes to track case progress. * **Contextual Side Panel:** Features task-oriented icons specific to the case type to facilitate case handling and workflows. * **HR Profile Icons:** Quick access to detailed HR profile information, employee data, contact info, and linked cases. Tools include: * Open HR Profile icon for detailed person information. * Search for Record icon to find related records within the company with filtering and sorting. * Open Deep Link icon to access external information supporting case fulfillment, configurable via link generator. ## Practical Use and Considerations * When creating new HR services for employee self-service, configure HR catalog items to automatically generate corresponding HR services and avoid duplication. * For existing HR services, add them as HR catalog items via record producers instead of recreating. * The workspace supports multiple starting points including landing page, list queue, inbox, chat, phone, and global search, enabling flexible access tailored to agent preferences and workflows. * Configuration options allow tailoring the workspace UI and workflows to meet organizational HR service management needs effectively. Overall, the Agent Workspace for HR Case Management streamlines HR agents' ability to manage employee cases with comprehensive information access and integrated tools, improving response times and service quality. As an HR agent, use the Agent Workspace for HR Case Management to interact with employees, respond to inquiries, and resolve issues. Note: The COEs available to you may differ depending on the HR package you have. * The categorization of HR catalog items are employee-facing only, and have no relation to the categorization of HR services under the HR Centers of Excellence (COEs) data model. * If you are creating a new HR service and plan to make it available for employee self-service, see [HR catalog item configuration](https://servicenow-prod.fluidtopics.net/HRxj2NMIk91AzhM7U7_sRQ "HR catalog items are the HR services that your organization makes available for employees to request directly from the HR service catalog."). Creating a new HR catalog item automatically creates a corresponding HR service, and you can avoid creating duplicate services. * If you have an existing HR service that you want to make available for employee self-service, do not create an HR catalog item. (Creating a HR catalog item automatically creates a corresponding HR service.) Instead, see [Configure a record producer for an HR service](https://servicenow-prod.fluidtopics.net/84scR02lwJ3CyBXr98j75A "Make an existing HR service available for employee self-service by adding it to the HR service catalog.") to add the existing service as an HR catalog item in the HR service catalog. * The Agent Workspace for HR Case Management is highly configurable for HR agents. It supports the same functionality in the Classic HR Service Delivery Agent Workspace. {#agent-ws-hr-case-mgmt-use__ul_qrw_tp4_zsb} You can start work in the Agent Workspace for HR Case Management from one of these areas: * Landing page * List queue * Agent inbox * Chat * Phone * Global search {#agent-ws-hr-case-mgmt-use__ul_njf_xvl_t5b} HR case form enables you to manage multiple cases, view information that is related to a case, and use knowledge articles or similar cases to manage the case. {#agent-ws-hr-case-mgmt-use__table_obz_g2x_gjb__entry__3} | Number | Agent Workspace feature | Description | |-|-|-| | ![HR Agent Workspace case form callout 1]() | Tabs | Use tabs to display the records that are associated with an HR case, like case details and tasks. You can select a tab and jump to the information. Child tabs appear below the top tabs and display case details, HR profile information, and tasks. Note: Any reference that you select under a parent tab opens as a child tab. | | ![HR Agent Workspace case form callout 2]() | Form header | Displays brief details of an HR case like HR service, priority, state, and assigned-to agent. | | ![HR Agent Workspace case form callout 3]() | UI actions | Action button that enables you to save changes you made, change the status, cancel, or other relevant actions for a case. Note: The buttons that appear are similar to the native platform UI.The button types that appear depends on the type and status of the HR case. | | ![HR Agent Workspace case form callout 4]() | Related items | Use the Related Items menu to see information about the details, tasks, and other information that is associated with a case. Also shows details of the records from other tables that have a relationship with the HR case. This menu provides a quick and easy way to look up information about a case and subject person. Note: The type of HR case determines the tabs that appear in this menu. When a case appears under Playbook, these tabs change. For more information, see [Exploring HR Service Delivery Playbook](https://servicenow-prod.fluidtopics.net/d5XD0eeP6c14GBn2WKWi1w "Use HR Service Delivery Agent Workspace to manage lifecycle event cases."). | | ![HR Agent Workspace case form callout 5]() | Case details | Information about the case: * Subject person * HR service requested * Priority assigned * Assignment group * Assigned agent * Description * Comments and Work notes {#agent-ws-hr-case-mgmt-use__ul_st5_kgx_gjb} | | ![HR Agent Workspace case form callout 6]() | Activity stream | Comments, work notes, and current and past states of the case. | | ![HR Agent Workspace case form callout 7]() | Contextual side panel | Manage and work on the case using various task-oriented icons. The icons appearing on the Contextual side panel depend on the type of case that you're working on. For more information, see [Agent Workspace for HR Case Management contextual side panel](https://servicenow-prod.fluidtopics.net/1UEI~qDDiwe6B~criQQdxQ "The contextual side panel in Agent Workspace for HR Case Management provides information designed to help you work an HR case and interact with your employees."). | [Table 1. Agent Workspace case form callout descriptions] {#agent-ws-hr-case-mgmt-use__table_obz_g2x_gjb} ## HR profile icons {#agent-ws-hr-case-mgmt-use__section_slc_nys_mjb} Icons that enable you to get quick access to information about the opened for and subject person. * ![](): Select the Open HR Profile icon to access detailed information related to the person in the HR case. You will see details like HR profile, employee information, contact information, cases opened for the person etc. The same information is briefly displayed in the At-a-glance side panel. * ![](): Select the Search for Record icon to access a list of all related records within your company. The list is displayed relevant to the field on which you're searching. You can filter or sort in the list to refine your search results. * ![](): Select the Open deep link icon to access information outside of the application to help fulfill the case. For information about configuring deep links, see [Link generator for HR Service Delivery](https://servicenow-prod.fluidtopics.net/7A8Z3l2Y49uSYzNV5QyUCg "Use the Link Generator to create a link on an HR case form that accesses information outside of the application to help fulfill the case."). {#agent-ws-hr-case-mgmt-use__ul_h1w_tvt_15b}