Agent Workspace For Hr Case Management

Configure which activities appear in the Activity stream and set their display order for HR cases.

Provide your agents with the flexibility to add adhoc approvers to a case that is part of an HR service.

Add an extra layer of security on documents that are linked to a case. Grant access to documents with sensitive or private data to groups, users, user criteria or roles.

Using personal notes agents can record information that remains private and is not visible to other agents working on that case.

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Create interaction records from the configurable Agent Workspace for HR Case Management form.

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Create a new HR case in Agent Workspace for HR Case Management.

Creating and using checklists on an HR case or task helps you resolve issues faster, more efficiently, and with fewer errors.

The contextual side panel in Agent Workspace for HR Case Management provides information designed to help you work an HR case and interact with your employees.

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

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.

Choose a task type when creating a task within a case. When assigning the task to an employee on Employee Center, you can also request how the employee acknowledges completion of that task.

As an HR agent, use the Agent Workspace for HR Case Management to interact with employees, respond to inquiries, and resolve issues.

Use the At a Glance feature from the contextual side panel to quickly view HR profile information for the Opened for person on an HR case enabling HR agents to better assist and resolve employee requests.

Creating and using checklists on an HR case or task helps you resolve issues faster, more efficiently, and with fewer errors.

Create and send an outbound SMS message to a recipient directly from a chat interaction. Access interactions assigned to you to follow up via SMS message when you need more details from the employee.

HR agents can support long-running SMS conversations with employees using the Conversational SMS service channel app from the ServiceNow Store.

View special handling notes that alert you to important information about HR cases requiring careful attention.

Reference topics provide additional information about Agent Workspace for HR Case Management components and forms.

Create bulk case requests through Agent Workspace for HR Case Management to create the same type of HR case for multiple employees without having to create the same case multiple times.

The bulk case request form provides information to create a bulk case request to enable the creation of the same type of HR cases.

The Create a case form allows you to create a case in Agent Workspace for HR Case Management.

Configure recommended actions to create a context, rule, and recommendations with action types such as guidance.

A description of the page configuration settings in Agent Workspace for HR Case Management.

Configure recommended actions to create a context, rule, and recommendations with action types such as guidance.

Create a variant of your landing page to build a custom portal experience for your users.

Create a copy of a case to auto-populate the case values without having to fill in the fields manually.

Create an HR case from a universal request record to restore service to a customer as soon as possible. After creating the HR case record, you can investigate potential solutions.

Customize tab labels to display case field values, making it easier to identify cases when multiple tabs are open.

Create and save as many templates as needed by using the ServiceNow Document Templates application. Create a summary report by selecting a document template for the report. Export the case details, in a PDF format, for documenting and sharing purposes.

Enable users to visualize a subset of report data.

Implement prebuilt, certified integrations with Contact Center as a Service (CCaaS) providers using the ServiceNow voice reference architecture.

Narrow the search criteria by specifying the column against which you want users to be searched. When an HR agent searches for a user while creating a case, provide more accurate search results.

The Recommended Actions for HRSD provides real‑time, actionable guidance, and relevant resources that help HR agents speed up case resolution.

Use Form Builder to add, arrange, and customize fields in HR case forms.

Provides real‑time, actionable guidance, and relevant resources that help HR agents speed up case resolution.

Use Guided Tours in Agent Workspace for HR Case Management to get instructions on how to perform a task.

Highlight fields in the workspace to call an agent's attention to them.

Use the Highlighted value condition form to create conditions to highlight a field.

With the integration of HR Service Delivery Agent Workspace and Universal Request applications, you can provide a consistent user experience for employees while creating service requests.

Use the activity stream section of Agent Workspace for HR Case Management to document work notes (private) or comments, respond to emails, or view the state of the HR case.

Using Agent Workspace for HR Case Management you can add an approver or substitute missing approvers for cases that require approval.

Create additional cases directly from the HR case you're working on in the Agent Workspace for HR Case Management.

Provide your agents with the flexibility to add adhoc approvers to a case that is part of an HR service.

HR cases can be set up to require approvals before it can progress to completion.

Auto determine the assignment group for a case in Agent Workspace for HR Case Management. Enable an HR agent to transfer the case to the correct assignment group rather than having to spend significant time manually identifying groups for the HR cases.

Auto determine the correct HR service for a case in Agent Workspace for HR Case Management. Enable an HR agent to transfer the case to the appropriate HR service rather than having to spend significant time manually triaging cases to appropriate HR services.

Use response templates as reusable messages that you can copy and paste into a chat.

Use the agent inbox to manage your incoming work, such as chats, HR cases, and interactions.

Agent chat for Agent Workspace for HR Case Management enables you to ask questions and receive information through live or virtual agent chat.

Customize which employee information appears in the At a Glance panel by adding or removing fields from the Employee Details and Contacts sections.

Create or upload employee documents to an HR case using the Agent Workspace for HR Case Management.

Use My Lists to create a custom list of HR cases that you can readily access and start working on.

Create lifecycle event cases in Agent Workspace to manage employee transitions such as new hire onboarding, transfers, and offboarding.

Create document tasks directly in the Agent Workspace for HR Case Management using document templates and sign them off from Agent Workspace.

Deep links provide quick access to external applications and information from within Agent Workspace for HR Case Management.

Employee Document Management provides storage space, a filing system, the ability to easily retrieve documents, defining who can view sensitive documents, and when to purge documents.

After you reassign an agent to an HR case, you can send an email to notify the agent.

Use response templates as reusable messages that you can copy and paste into an email.

Escalate an HR case when you're unable to resolve an issue and must amplify the importance of a case.

When working on an HR case or HR task, you can use e-signature to sign documents that require signatures.

The Guided Setup enables you to configure Agent Workspace for HR Case Management for your agents so that they can access HR cases, tasks and communications all from one location.

Use interaction records to create an HR case or reference employee information to decide to create a case or request from different types of employee communications.

Manage lifecycle event cases using Agent Workspace for HR Case Management.

Lists are an easy way of accessing cases under various categories. For example, you can quickly get a list of HR cases in lifecycle events or cases related to payroll.

Use machine learning solutions to auto determine the correct HR service and assignment group for cases in Agent Workspace for HR Case Management.

You can use the more icon from Agent Workspace for HR Case Management to perform many duties related to working on an HR case.

Move employee documents from a case in Agent Workspace for HR Case Management to employee document repository. The employee document repository provides a central repository for quick and easy identification of documents using different sorting features.

Create reminders for HR cases or tasks to receive notifications for follow-up actions by a specific date.

Response templates provide you with information on resolving an HR case or HR task or how to help an employee making an inquiry.

Help an HR agent resolve the current case by displaying similar closed cases.

Create consistent recurring documents by developing templates using Document Templates and use them in a generic workflow in Agent Workspace for HR Case Management.

Many cases are created as a General Inquiry case. After researching the employee's needs, you can transfer an existing case to a different HR service.

Use response templates as reusable messages that you can copy and paste into the comments or work notes for an HR case or task.

Interaction wrap up provides HR agents with a brief wrap-up period at the end of customer conversations. HR agents can use this time to complete their work before moving on to assist other customers.

The HR Triaging Dashboard enables you to review your teams' case assignments in a layout where cases are displayed as cards. This layout enables easy movement of case cards between lanes, enabling you to review and reassign cases by auto-updating HR service, or user, or priority.

HR Walk-up enables employees to receive immediate in-person or remote support from HR agents at designated walk-up centers.

Install Agent Workspace for HR Case Management (com.sn_hr_agent_ws) from the ServiceNow Store.

You can install the Recommended Actions for HRSD application (com.sn_hr_ra) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

Report a knowledge gap for a case to get a documented resolution for common HR cases.

View your assigned knowledge tasks in Agent Workspace for HR Case Management when a knowledge gap is reported in a case.

Learn how to configure a landing page through an example configuration process.

After creating a user group segment, review and edit users before you create cases.

Use Page configurations in Agent Workspace for HR Case Management to provide a customized experience for your users.

Use playbook actions to enable users to complete (add buttons and lists) and skip activities.

Create optional activity overrides for the default behavior of activities in your HR playbook.

Use Playbook Card Configuration to view and manage what appears for each card in an activity set.

Use Playbook Experiences to select the playbook your company uses.

Use Playbook Experiences to modify the default playbook experience configurations.

Use HR Service Delivery Agent Workspace to manage lifecycle event cases.

Set up HR Service Delivery Playbook so that your agents can easily manage, track, and lifecycle event cases.

Currently, HR Service Delivery Playbook is only available for use with lifecycle event HR cases.

HR Service Delivery Playbook provides a single-pane view of all tasks and steps for resolving lifecycle event cases.

For the Interaction Controls Component (ICC) call features to work, you must have a combination of plugins that can be downloaded from the ServiceNow Store and CCaaS providers.

Configure quick links to quickly access internal and external resources related to specific departments within your organization.

The Recommended Actions for HRSD provides real‑time, actionable guidance and relevant resources that help HR agents speed up case resolution.

Configure which related lists appear on HR cases and set their display order.

Quickly access the navigation pane modules in HR Agent Workspace. For example, Home, List, Inbox, and so on.

Transfer an HR case back to the Universal Request queue, or to another department with or without resolution.

After you install or upgrade to the latest Agent Workspace for HR Case Management from ServiceNow Store, you might encounter Restricted Caller Access (RCA) approval messages in the HR Agent Workspace.

Create a user segment group to specify in a bulk case request the users for whom a case will be created. You can specify values for a group of users or specify multiple segments with different values for different groups of users.

Send any communication related to HR cases with attached documents using the Send email feature. Minimize typing errors by auto-populating the email address of the subject person (of the case) in the email.

Set up Agent Workspace for HR Case Management so that your agents can engage with your employees, answer questions, create cases, and resolve issues.

Configure the Conversational SMS service channel store app for HR Service Delivery.

Use UI Builder to build pages in Agent Workspace for HR Case Management using Next Experience and custom web components.

View approval history in the activity stream to track approval requests, approvers, and approval status for HR cases.

Provide resolution to an HR case that is initiated from a Universal Request.