Agent Workspace for HR Case Management release notes
Summarize
Summary of Agent Workspace for HR Case Management release notes
The Agent Workspace for HR Case Management application in the Yokohama release enhances how HR agents interact with employees, respond to inquiries, and resolve HR-related issues efficiently. This update introduces new features designed to streamline case management, improve agent workflows, and support deskless workers through convenient assistance options.
Show less
Key Features
- HR Triaging Dashboard: Visualize and manage your teams' case assignments using cards categorized by priority, HR service, or assignment group. Drag-and-drop functionality allows automatic updates to case attributes, improving case handling speed.
- HR Walk-up: Enables employees, including deskless workers, to seek in-person or remote assistance and report issues at designated walk-up centers, facilitating better access to HR support.
- Survey Responses: View employee responses collected via surveys sent through HR tasks for better insight into employee feedback.
- Response Templates: Display templates based on the language preference of the selected user, enhancing communication personalization.
- Copy Case Functionality: Quickly create copies of existing cases to auto-populate fields and reduce manual data entry.
- Page Configurations: Customize and preview layouts and functionalities on the HR Agent landing page or HR case page for tailored agent experience.
- PDF Template Preview: Preview PDF templates attached to HR cases, expanding beyond the previous capability of only HTML preview.
- Link Child Cases: Associate related child cases to a parent HR case to maintain case relationships.
- Delegation List: View cases delegated to or from you; available when the Granular Delegation plugin is activated.
- Contextual Side Panel Enhancements: Apply template values to cases, and download or delete multiple attachments simultaneously to improve efficiency.
- Bulk Case Request Field Configuration: Configure which fields display in the User segment group form during bulk case requests for better data management.
Activation and Related Applications
Agent Workspace for HR Case Management (Configurable) is available via the ServiceNow Store and requires installation through it. This application integrates well with other ServiceNow offerings such as HR Service Delivery, which automates HR workflows and improves employee service experiences, and Now Assist for HR Service Delivery, which leverages GenAI to aid agents in summarizing and resolving cases faster.
The ServiceNow® Agent Workspace for HR Case Management application enables you to interact with employees, respond to inquiries, and resolve issues quickly. Agent Workspace for HR Case Management was enhanced and updated in the Yokohama release.
Agent Workspace for HR Case Management highlights for the Yokohama release
- The HR Triaging Dashboard enables you to review your teams' case assignments through cases displayed as cards. Once you set up a layout for HR services, priorities, or assignment groups, moving of case cards between lanes, auto-updates the HR service, user assignment, or priority of cases.
- Provide a convenient and efficient way for deskless workers to seek in-person or remote assistance, report issues, and receive guidance from HR agents through designated walk-up centers.
See Agent Workspace for HR Case Management (Configurable) for more information.
New in the Yokohama release
- Survey responses
- View employee responses collected from an employee via the survey form sent through an HR task.
- Response templates
- Display response templates based on the language preference of selected user.
- Copy a case in Agent Workspace for HR Case Management
- Avoid having to fill in the fields of a case manually by creating a copy of a case to auto-populate the case values.
- HR Triaging Dashboard
- View your teams' case assignments based on categories such as priority, HR service, or HR assignment group. Drag a case card from one lane to another to automatically update the priority, HR service, or assignment group of a case.
- HR Walk-up
- Provide a convenient and efficient way for users to seek in-person or remote assistance, report issues, and receive guidance from HR agents through designated walk-up centers.
- Page configurations
- Configure the layout and functionality of the HR Agent landing page or HR case page. You can preview your settings before implementing them.
- PDF template preview
- Preview a PDF document template attached to an HR case rather than being able to preview only HTML document templates.
- Link child cases
- Associate child cases to an HR case.
- Delegation list
- View cases delegated to you or that you have delegated to other HR agents. The Delegation list appears only when you have activated the Granular Delegation (com.glide.granular_service_delegation) plugin.
- Agent Workspace for HR Case Management contextual side panel
-
- Apply template values to the HR case without having to fill in values manually.
- Download or delete multiple attachments at once.
- Configure fields for Bulk case request
- Configure fields that you want to view in the User segment group form in bulk case request through the Case Creation Configuration form.
Activation information
Install Agent Workspace for HR Case Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.