Workforce Optimization for HR Domain Separation

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Workforce Optimization for HR Domain Separation

    Workforce Optimization for HR is designed to help HR Agent Managers streamline team management by optimizing schedules, managing work assignments, handling real-time changes, processing time-off requests, and providing essential skills—all within a unified workspace.

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    This release supports domain separation, enabling organizations to logically segregate data, processes, and administrative tasks into distinct domains. This capability allows precise control over user access and data visibility, critical for multi-tenant environments.

    Key Features

    • Domain Separation Support: Enables separation of data and processes into domains to isolate tenants and control access.
    • Run-Time Domain Enforcement: Ensures data routing to the correct domain during application use, supporting service provider scenarios.
    • Comprehensive Separation: Applies domain separation to user interfaces, caching, reporting, rollups, and aggregations, maintaining data integrity and privacy.
    • Multi-Tenant Setup: Requires instance owner configuration to enable the application across multiple tenants.

    Practical Implications for ServiceNow Customers

    ServiceNow customers leveraging Workforce Optimization for HR can confidently implement domain separation to support multi-tenant environments or service provider models. For example, when a service provider communicates via chat, tenant customers will only see responses relevant to their domain, ensuring data privacy and clarity.

    This functionality is delivered with a basic support level, indicating foundational capabilities suitable for typical domain separation requirements in HR operations.

    Related Configuration and Setup

    • Scheduling, Teams, Coaching, and Demand Forecast setup for Workforce Optimization for HR
    • Activation of Workforce Optimization for HR within the ServiceNow instance
    • Guidance on domain separation implementation for service providers

    Domain separation is supported for Workforce Optimization for HR. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

    Support level: Basic

    • Business logic: Ensure that data goes into the proper domain for the application’s service provider use cases.
    • The application supports domain separation at run time. The domain separation includes separation from the user interface, cache keys, reporting, rollups, and aggregations.
    • The owner of the instance must set up the application to function across multiple tenants.

    Sample use case: When a service provider (SP) uses chat to respond to a tenant-customer’s message, the customer must be able to see the SP's response.

    For more information on support levels, see Application support for domain separation.

    Overview

    The goal of Workforce Optimization for Customer Service is to simplify the daily routine of HR Agent Managers to develop high-performing teams by optimizing schedules and work assignments, respond to ad hoc changes in real time, manage time-off requests and providing the skills they need to succeed—all in one workspace .

    How domain separation works in Workforce Optimization for HR

    Domain separation is supported.