--- sourceDocument: Yokohama Employee Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/employee-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Using the HR Service Delivery Agent Workspace # Using the HR Service Delivery Agent Workspace {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](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 the HR Service Delivery Agent Workspace The HR Service Delivery Agent Workspace and the Agent Workspace for HR Case Management enable HR agents to efficiently interact with employees, respond to inquiries, and resolve HR-related issues. Note that the Classic HR Service Delivery Agent Workspace is deprecated and no longer available for new activations. Existing users should migrate to the configurable Agent Workspace for HR Case Management to access enhanced features and capabilities. Show full answer Show less The workspace supports multiple entry points including the landing page, list queue, agent inbox, chat, phone, and global search, providing flexibility in managing HR cases and interactions. ## Key Features * **Home:** Returns agents to the Home page for easy navigation. * **HR Case List:** Provides access to lists of HR cases, interactions, HR tasks, and more from any screen. * **Inbox:** Displays work items assigned to the agent, including HR cases, chats, and interactions. Agents can set their availability status (Available, Offline, Away). This feature requires activation of Advanced Work Assignment and Agent Chat plugins. * **Add New:** Allows creation of new HR cases or interactions directly from the Home screen. * **Search Field:** Enables searching for employees or cases by name or case number, helping agents verify case ownership and avoid duplication. Note that searches do not include inactive users. * **List Queue and Agent Inbox:** Allow agents to select and manage cases or interactions from their respective views. ## HR Catalog and Service Management The categorization for HR catalog items is solely employee-facing and distinct from the HR Centers of Excellence (COEs) data model. When creating new HR catalog items for employee self-service, a corresponding HR service is automatically created to avoid duplicates. If you want to add an existing HR service for employee self-service, do not create a new HR catalog item. Instead, configure a record producer to add the existing service to the HR service catalog. ## Practical Guidance for ServiceNow Customers * Transition from the deprecated Classic workspace to the Agent Workspace for HR Case Management to benefit from improved configurability and features. * Use the workspace's multiple navigation points and tools (inbox, list queue, search) to efficiently manage HR cases and interactions. * Leverage catalog item configurations to streamline employee self-service and avoid redundant service creation. * Ensure the necessary plugins (Advanced Work Assignment and Agent Chat) are activated to fully utilize inbox and chat functionalities. As an HR agent, use HR Service Delivery Agent Workspace or the Agent Workspace for HR Case Management to interact with employees, respond to inquiries, 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 \[KB0867184\]](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=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](https://www.servicenow.com/community/hrsd-articles/hr-agent-workspace-migration-guidelines-from-classic-to/ta-p/2310606). {#use-agent-ws-hr__ul_s4y_mfd_2zb} 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/WNQ~7Rr2HM4ThR2E7JnjCw "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/3HS1RRXTjzKsigFFAot_pg "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. {#use-agent-ws-hr__ul_qrw_tp4_zsb} You can start work in HR Service Delivery Agent Workspace or the Agent Workspace for HR Case Management from one of these areas: * Landing page * List queue * Agent inbox * Chat * Phone * Global search {#use-agent-ws-hr__ul_ux4_pvc_hjb} For additional information on working within Agent Workspace, see [Using workspace](https://www.servicenow.com/docs/access?context=using-workspace&version=yokohama&pubname=yokohama-platform-user-interface&ft:locale=en-US). Along the left side and top of the Home page are a series of icons you can select.{#use-agent-ws-hr__table_wff_rcx_gjb__entry__2} | Agent Workspace feature | Description | |-|-| | ![HR Agent WS - Home icon]()Home | Select to take you back to the Home page. | | ![List icon]() HR case list | Select to view a list of HR cases, interactions, HR tasks, and more. You can access the list icon from any screen. | | ![Inbox icon]()Inbox | Shows any work items assigned to you. You can also indicate if you are: * Available * Offline * Away {#use-agent-ws-hr__ul_vhl_c5x_znb} you are available Note: Requires activation of the Advanced Work Assignment (com.glide.awa) and Agent Chat (com.glide.interaction.awa) plugins. | | ![Add New]() Add New | Select to create one of the following: * Interaction * HR case {#use-agent-ws-hr__ul_y2l_cmq_xjb} Note: Found at the top, left side of the Home screen. | [Table 1. Agent Workspace features with description] {#use-agent-ws-hr__table_wff_rcx_gjb} ## Create a new case {#use-agent-ws-hr__section_ajl_fqv_t4b} From the HR Agent Workspace home page, select the ![create case icon]() create case icon. ## New case or interaction {#use-agent-ws-hr__section_x13_xrv_t4b} You can create a new HR case or an interaction. An interaction is when an employee contacts an HR agent and you want to ensure the interaction is documented and captured. ## Searching for an existing case or employee or skip {#use-agent-ws-hr__section_nmv_jjy_jjb} You can search for an existing case or create a case from any screen. Select the ![create case icon]() create case icon. Searching for an employee also helps to verify that you are creating a case for the correct person. If your company uses Employee Relations, you can select the Skip verification link to create an ER case without identifying an Opened for person. For more information on Employee Relations, see [Create an HR Service Delivery Employee Relations case using the legacy UI](https://servicenow-prod.fluidtopics.net/mXhatlN3M46f8yvRn6hJ2w "You create ER cases for employees that wish to report misconduct, discrimination or a disciplinary issue."). {#use-agent-ws-hr__table_gft_knx_gjb__entry__2} | Agent Workspace feature | Description | |-|-| | Search field | Field where you enter a name, partial name, or case number. Note: Unlike the platform web-based UI, you can't search for or create cases for inactive users. | [Table 2. Agent Workspace existing case features with description] {#use-agent-ws-hr__table_gft_knx_gjb} ## Starting from the List queue {#use-agent-ws-hr__section_gdw_vvc_hjb} You can select a case or an interaction from the ![List icon]() list icon. For additional information, see Setting up list view in a workspace. ## Working from the agent inbox {#use-agent-ws-hr__section_eqk_4cd_hjb} You can also start work by going to the ![HR Agent Workspace Agent inbox icon]() agent inbox, which is on the left side of the navigation bar. {#use-agent-ws-hr__table_t44_dfd_hjb__entry__2} | Agent Responsibilities | Description | |-|-| | Select an HR case from agent inbox. | Inbox that contains the HR cases that are assigned to you. Chats and interactions also appear in agent inbox. For more information on using chat, see [Using chat in HR Service Delivery Agent Workspace](https://servicenow-prod.fluidtopics.net/gQhXUEjjpvQP96MFByPhlw#agent-ws-hr-chat "Agent chat for HR Service Delivery Agent Workspace enables you to ask questions and receive information through live or virtual agent chat."). | [Table 3. Agent Workspace agent inbox features with description] {#use-agent-ws-hr__table_t44_dfd_hjb} For additional information, see [Working from the agent inbox](https://www.servicenow.com/docs/access?context=live-agent-overview&version=yokohama&pubname=yokohama-platform-user-interface&ft:locale=en-US).