Agent Workspace for HR Case Management [HR Configurable agent workspace] FAQ

[amrithaanayak]

1. What is the licensing requirement that is needed to get Agent Workspace for HR Case Management? 

A. Agent workspace comes with HRSD standard, professional and Enterprise. 

2. How do I get the HR configurable workspace? 

A. Agent Workspace for HR Case Management is a store application. Once you have the license, you should be able to install it in your instance through Servicenow Store. 

3. I am using Agent workspace and want to move to configurable workspace for HR, is there any resource I can use? 

A. There is no migration path, but we do have migration guidelines to move from classic to configurable. If you have customizations, the effort required for the migration will depend on the level of customization.  

4. Should I enable next experience with Agent Workspace for HR Case Management or is it enabled by default? 

A. The next experience is controlled by a system property “glide.ui.polaris.experience”. For new customers after Sandiego, next experience is on by default.  

5. Does Agent Workspace for HR Case management/Configurable workspace work without next experience? 

A. Yes, configurable workspace works on Core UI as well. 

6. Once I install Configurable Agent workspace will I still have access to agent workspace?

A.Yes, you will still be able to access the agent workspace once configurable workspace store app is installed. 

7.Where can we find the release information for configurable HR agent workspace? 

A. Our product documentation has a section for Agent Workspace for HR Case Management  release notes 

8. If we have a lot of customizations, how do we gauge the effort of the migration? 

A. Our guidance is to start comparing existing processes with out-of-the-box functionality, and making configuration changes to a Configurable workspace that aligns with how agents interact with a process, rather than trying to reproduce the Core UI in a Configurable Workspace. Migrating to a Configurable Workspace is a great opportunity to re-imagine and improve the agent's experience. Your organization may have made customizations to the Core UI, due to the one-size-fits-all approach and limitations of the technology that are no longer necessary in a Configurable Workspace that can meet the needs of multiple personas. 

9. Where can I find a list of components of UI builder? 

A. The next experience components section in ServiceNow Developer site will give you more details. 

10. Is agent workspace being deprecated as configurable agent workspace was released? 

A. The legacy Agent Workspace will be deprecated in Vancouver with end of support in Xanadu. If you are using the legacy Agent Workspace use the migration guidelines to help plan your migration. 

11. What are the roles needed to get setup? 

A. The details on roles that come with HR configurable workspace can be found in our product documentation. 

12. How to check if we are using classic or configurable workspace?

A. The scope should tell you which workspace you are using. The configurable workspace will be in Agent workspace for HR case management scope.

13. Is there an ability to add favorites in HR agent workspace?

A. Yes you should be able to add favorites as its a platform feature. Please refer to product documentation.

14. Is it possible to have two workspace configured at the same time?

A. Yes you can have the classic/legacy workspace and the configurable agent workspace running in parallel.

15. Can agents view dashboards from Agent workspace itself?

A. Yes the OOB dashboards have been migrated to the analytics center within agent workspace.

16. When we migrate to configurable agent workspace, will fields other than OOB fields automatically added to workspace display?

A. You will need to add the non OOB fields to the UIB view manually.

17. Is there a way to hide an OOB component in workspace?

A. Yes, the component properties will need to be configured using UI builder.

18. Are SLAs or Performance Analytics & Metrics handled any differently with the move to agent workspace?

A. These are not handled differently in configurable in comparison to legacy agent workspace.