HR Service Delivery Agent Workspace (Classic)

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • As an HR agent, you use the HR Service Delivery Agent Workspace to interact with employees, respond to inquiries, and resolve issues quickly.

    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.
    HR Agents can:
    • Chat with employees and create or work on their requests.
    • Take calls from employees and create or work on their requests.
    • Create or work on HR cases to completion.
    • View information that is related to the employee or the case.
    • Search for an employee and verify that it is the correct employee by address, location, or other HR profile information.
    • Manage and view the case list.
    Here are some of the key benefits of the HR Agent Workspace.
    Single-pane view

    See all details about an issue in one place.

    Integrated communication channels

    Communicate in real time with employees by chat or phone in the same interface.

    Agent Assist column
    Close cases and incidents faster with Agent Assist recommendations.
    Note:
    Agent Assist is available for HR cases and interactions.

    HR Service Delivery Classic HR Service Delivery Agent Workspace

    HR Service Delivery Agent Workspace is a configurable service desk application that is based on Exploring Workspace. This application puts all the tools that you need in one place so that you can assist employees with their needs.