Agent Workspace for HR Case Management
Agent Workspace for HR Case Management (Configurable) is one of two workspaces available for the HR Service Delivery application and uses the Next Experience user interface. It is built on a configurable UI Builder version, which makes it easy to configure and extend according to business needs.
[Omitted video] Description: Video demonstration of the Agent Workspace for HR Case Management (Configurable), showing the Next Experience user interface and key features for managing HR cases
Comparison between HR Service Delivery Core UI, HR Service Delivery Agent Workspace (Classic), and Agent Workspace for HR Case Management (Configurable)
HR agents can work on HR cases using HR Service Delivery Core UI, HR Service Delivery Agent Workspace (Classic), or Agent Workspace for HR Case Management (Configurable). Review the following details to understand the key offerings and differences between these applications:
- The HR Service Delivery Core UI enables you to create, view, or work on an HR case in a form view.
The HR Service Delivery Agent Workspace (Classic) gives you the ability to create custom workspaces from the Agent Workspace framework.
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.
- The Agent Workspace for HR Case Management (Configurable) is a refactored version of the classic agent workspace experience built on a configurable UI Builder version. This application puts all the tools that you need in one place so that you can interact with employees, respond to inquiries, and resolve issues quickly.
Note: If you’re a new customer of HR Service Delivery, activate the Agent Workspace for HR Case Management (Configurable) application from the ServiceNow® Store.
| Functionality availability | HR Service Delivery Core UI | HR Service Delivery Agent Workspace \(Classic\) | Agent Workspace for HR Case Management \(Configurable\) |
|---|---|---|---|
| Personalize landing, record, list, and case creation pages | Image omitted: icon-error-red-x.png No | Image omitted: icon-error-red-x.png No | Image omitted: icon-check-mark-green.png Yes |
| Single-pane view | Image omitted: icon-error-red-x.png No | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| Integrate communication channels | Image omitted: icon-error-red-x.png No | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| Agent assist | Image omitted: icon-error-red-x.png No | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| Leverage UI Builder- Edit component properties - Utilize variants and audiences - Next Experience UI Branding - Styling Configuration | Image omitted: icon-error-red-x.png No | Image omitted: icon-error-red-x.png No | Image omitted: icon-check-mark-green.png Yes |
| Multi-tab view | Image omitted: icon-error-red-x.png No | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| List view | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| Record view | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| Case creation | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| Bulk case creation | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-error-red-x.png No | Image omitted: icon-check-mark-green.png Yes |
| Add checklists for HR cases | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| Contextual side panel | Image omitted: icon-error-red-x.png No | Image omitted: icon-check-mark-green.png Yes<strong>Note:</strong> Only a few features are available in the contextual side panel. For a new set of features introduced in the panel, migrate to Agent Workspace for HR Case Management (Configurable).</td><td> Image omitted: icon-check-mark-green.png Yes | |
| Create reminders to enable timely communication | Image omitted: icon-error-red-x.png No | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| Create additional cases while working on an HR case | Image omitted: icon-error-red-x.png No | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| Send email feature | Image omitted: icon-error-red-x.png No | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| Create and use interaction records | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| ML-driven personalizations | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| Supports employee document management | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| Agent chat | Image omitted: icon-error-red-x.png No | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| View Service Level Agreements\(SLAs\) | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| Supports Conversational SMS service channel application | Image omitted: icon-error-red-x.png No | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| Custom My Lists | Image omitted: icon-error-red-x.png No | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| Document templates | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
| Response templates | Image omitted: icon-error-red-x.png No | Image omitted: icon-check-mark-green.png Yes | Image omitted: icon-check-mark-green.png Yes |
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Additional resources
- Learn more about what's new and changed, see the HR Service Delivery release notes.
- Log in to your ServiceNow® account and find additional information about implementing and deploying features at Employee Service Management.
- Access real-time courses, self-paced training, and career resources at ServiceNow University
- Find useful resources related to your role and explore best practices at the Customer Success Center.
- Connect with other Customer Service Management users at Now Community.