Exploring Agent Workspace for HR Case Management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Exploring Agent Workspace for HR Case Management

    Agent Workspace for HR Case Management centralizes the management of employee HR requests, enabling HR agents to efficiently handle cases from a single interface. The Home page serves as the main starting point, offering quick access to key HR case information and tools to prioritize and manage workload effectively.

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    Key Features

    • Home Page: Provides an overview of high-priority cases, cases at risk of SLA violations, and recently updated cases, helping agents focus on urgent matters.
    • Navigation Icons: Accessible from any screen, icons include:
      • Home: Overview of work and team-impacting HR items.
      • Learning: Access coursework, career development content, and track learning history through customizable catalogs.
      • Lists: View and filter all HR cases, interactions, and tasks to find relevant information quickly.
      • Analytics Center: Explore important dashboards and data visualizations, and ask analytics-related questions.
      • Calendar: Manage work schedules, assignments, personal events, and shift swap requests or approvals.
    • Tabs: Display open HR cases and lists; hovering over a case number shows detailed case information. Tabs can be customized to show preferred data.
    • Add Icon: Quickly create new HR cases or interactions to document employee contacts with HR agents.
    • Dashboards:
      • Overview: Visualizes overall HR case data, SLA status, priorities, and announcements.
      • My Team: Displays data related to the team’s HR cases and SLA statuses, supporting team management.
    • Content Delivery: The bottom section of the landing page includes company info, links, and tools for easy access.

    Practical Benefits for ServiceNow Customers

    Using Agent Workspace for HR Case Management empowers HR agents to streamline case handling, prioritize urgent requests, and maintain SLA compliance through real-time dashboards and easy navigation. The integrated learning and calendar tools further support agent productivity and team collaboration. Customizable tabs and quick creation of cases or interactions enhance efficiency in day-to-day HR service delivery.

    Use Agent Workspace for HR Case Management to manage your employee HR requests from one place.

    Agent Workspace for HR Case Management home page

    The Home page is the starting point in exploring Agent Workspace for HR Case Management. On the left hand side you will see a list of icons. You can access these icons from any screen.

    The Home page shows high priority cases, cases at risk for violating service level agreements (SLA), and cases with recent changes.

    Agent Workspace for HR Case Management - Home page
    Table 1. Agent Workspace home page callout descriptions
    Number Agent workspace elements Description
    HR Agent Workspace Home page callout 1 Home icon The Home page provides you with an overview of your work at a glance. It provides you with information that can help you decide what you should act on first, like HR cases and items that affect your team.
    HR Agent Workspace Home page callout 2 Learning icon Learning helps you explore and manage coursework, view course activity and history, and engage with career development content through customizable catalogs from various sources.
    HR Agent Workspace Home page callout 3 Lists icon The lists provide you with a view into all HR cases. You can filter and sort by what is relevant to you. Select to view a list of HR cases, interactions, HR tasks, and more. For more information, see Lists in Agent Workspace for HR Case Management.
    HR Agent Workspace Home page callout 4 Analytics Center

    The Analytics Center provides an overview of your most important dashboards and data visualizations along with a place for you to ask questions about analytics. For more information, see Analytics Center.
    HR Agent Workspace Home page callout 5 Calendar icon Use the Calendar to see work schedules and assignments, add personal events or shift swap requests or approvals.
    HR Agent Workspace Home page callout 6 Tabs Tabs display lists, HR case numbers, and the Add icon. If you hover on an HR case number, you can quickly see more details related to a case, for example, the description of the case, HR Service and Subject person.

    When you have multiple tabs open, you can only see the case number on the tab by default. However, you can also configure the information you want to be displayed on the tab. For more information, see Customize tab label in Agent Workspace for HR Case Management.
    HR Agent Workspace Home page callout 7 Add icon Select to instantly create one of the following:
    HR Agent Workspace Home page callout 8 Overview Displays a graphical representation of the data based on the overall HR cases. Use this dashboard to understand the cases that need priority or the SLA (Service Level Agreement) status, general information and announcements, etc.
    HR Agent Workspace Home page callout 9 My team Displays a graphical representation of the data related to the teams you belong to. Use this tab to understand the cases assigned to the team that need priority or the SLA status.

    My team

    Information related to the teams your HR agents belong to display in the My team section.

    The bottom of the landing page provides company information, links, and tools available. This section is part of Content Delivery. For more information, see Portal content.