Hi @CourtneyG try to use "Advanced Work assignment (AWA)" along with "Agent Workspace for HR Case Management" as these two together can revolutionalize how the cases are assigned to agents and agents work on them.

Please refer below for better understanding

AWA: https://www.servicenow.com/docs/csh?topicname=awa-overview.html&version=latest

HR Agent Workspace: https://www.servicenow.com/docs/csh?topicname=agent-ws-hr-case-mgmt-landing-page.html&version=latest