Agent Workspace for HR Case Management

---
title: Agent Workspace for HR Case Management
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/employee-service-management/agent-workspace-for-hr-case-management/agent-ws-hr-case-mgmt-landing-page.html
release: brazil
product: Agent Workspace for HR Case Management
classification: agent-workspace-for-hr-case-management
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 3
breadcrumb: [HR Service Delivery, Employee Service Management]
---

# 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 \[KB0867184\]](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).
-   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.


<table id="table_qdq_by1_bzb"><thead><tr><th>

Functionality availability

</th><th>

HR Service Delivery Core UI

</th><th>

HR Service Delivery Agent Workspace \(Classic\)

</th><th>

Agent Workspace for HR Case Management \(Configurable\)

</th></tr></thead><tbody><tr><td>

Personalize landing, record, list, and case creation pages

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: No

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: No

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td></tr><tr><td>

Single-pane view

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: No

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td></tr><tr><td>

Integrate communication channels

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: No

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td></tr><tr><td>

Agent assist

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: No

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td></tr><tr><td>

Leverage UI Builder-   Edit component properties
-   Utilize variants and audiences
-   Next Experience UI Branding
-   Styling Configuration

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: No

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: No

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td></tr><tr><td>

Multi-tab view

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: No

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td></tr><tr><td>

List view

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td></tr><tr><td>

Record view

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td></tr><tr><td>

Case creation

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td></tr><tr><td>

Bulk case creation

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: No

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td></tr><tr><td>

Add checklists for HR cases

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td></tr><tr><td>

Contextual side panel

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: No

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes**Note:** 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>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td></tr><tr><td>

Create reminders to enable timely communication

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: No

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td></tr><tr><td>

Create additional cases while working on an HR case

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: No

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td></tr><tr><td>

Send email feature

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: No

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td></tr><tr><td>

Create and use interaction records

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td></tr><tr><td>

ML-driven personalizations

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td></tr><tr><td>

Supports employee document management

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td></tr><tr><td>

Agent chat

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: No

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td></tr><tr><td>

View Service Level Agreements\(SLAs\)

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td></tr><tr><td>

Supports Conversational SMS service channel application

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: No

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td></tr><tr><td>

Custom My Lists

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: No

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td></tr><tr><td>

Document templates

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td></tr><tr><td>

Response templates

</td><td>

\[Omitted image "icon-error-red-x.png"\] Alt text: No

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td><td>

\[Omitted image "icon-check-mark-green.png"\] Alt text: Yes

</td></tr></tbody>
</table>## Get started

<table id="table_rwk_drp_bwb" class="nav-card"><tbody><tr><td>

[Explore \[Omitted image "bus-explore.svg"\] Alt text: Explore Learn more about Agent Workspace for HR Case Management.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/employee-service-management/agent-workspace-for-hr-case-management/agent-ws-hr-case-mgmt-exploring.md)

</td><td>

[Configure \[Omitted image "bus-sdlc.svg"\] Alt text: Configure Plan and configure your implementation.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/employee-service-management/agent-workspace-for-hr-case-management/setup-configurable-hr-agent-workspace.md)

</td></tr><tr><td>

[Use \[Omitted image "bus-agent-workspace-1.svg"\] Alt text: Use Learn how to use HR Agent Workspace.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/employee-service-management/agent-workspace-for-hr-case-management/agent-ws-hr-case-mgmt-use.md)

</td><td>

[Reference \[Omitted image "bus-learn.svg"\] Alt text: Reference Get details about components like fields, tables, and properties.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/employee-service-management/agent-workspace-for-hr-case-management/agent-ws-reference.md)

</td></tr></tbody>
</table>## Additional resources

-   Learn more about what's new and changed, see the .
-   Log in to your ServiceNow® account and find additional information about implementing and deploying  features at [Employee Service Management](https://mynow.servicenow.com/now/best-practices/collections/employee-service-management-best-practices).
-   Access real-time courses, self-paced training, and career resources at [ServiceNow University](https://learning.servicenow.com/lxp/en/pages/servicenow)
-   Find useful resources related to your role and explore best practices at the [Customer Success Center](https://www.servicenow.com/success.html).
-   Connect with other Customer Service Management users at [Now Community](https://www.servicenow.com/community/).