ServiceNow continues improving HR Agent Workspace as a human-focused experience catered toward HR agents. We are thrilled to present a revamped HR agent configurable workspace built on the Next experience.
This experience can be configured and extended using UI Builder. UI Builder is a web user interface builder that offers a modern, intuitive layout system with reusable, context-aware component which makes user interface design simple.
What’s new in the HR agent configurable workspace?
The changes in HR agent configurable workspace can be broadly categorized into the following 3 buckets:
- A modernized visual design language:
- Better use of colors bring important information to focus, rounded corners, improved data density, and improved scannability make components standout.
- A simplified, unified platform navigation
- Brings together all platform apps into one unified user experience, in one browser tab
- Pin-able / Pop-Over Navigation Experience
- New UIB-enabled HR Agent Workspace
- Enables theming, app configuration, and development in UI Builder
- Leverages ServiceNow’s Component library of UIB configurable components including creation of custom components and extending existing components based on the requirement
- Makes the workspace highly configurable when compared with the previous versions
Starting from San Diego, the HR agent configurable workspace will now be available as part of the ServiceNow store under the name “Agent workspace for HR case management”. This will be available to use for customers who are on San Diego release (or more recent releases in the future).
Also, the existing HR agent workspace (also referred to as ‘Classic Workspace’) will continue to be available to all customers.
A few key areas where the experience has been improved in this workspace are:
- Inline editing on Lists menu
- Enhanced preferences section for the agent
This the enhanced preferences section in the HR agent configurable workspace. We'll go into each of these sub-sections from top to bottom, left to right
- Configurable case creation
- Favorites option in Workspace
- History option in Workspace
- Fully UIB-compatible OOTB landing pages
- New visual design and theming
Moving to the HR agent configurable workspace
Since the HR agent configurable workspace is built on WEP, moving to the new configurable workspace will involve a re-implementation / migration effort. This effort might increase based on the level of customization done within the current workspace. Unfortunately, there is no simple, or ‘one size fits all’ approach for this. However, to make this transition easier, we have documented details for each section where this effort might be required.
Please refer to the Migration guideline document.
For the migration effort, configurations can be classified into 3 levels:
- Global configurations for which no migration would be needed
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- Example: HR Service configuration, LE configuration, Response templates, Fulfillment instructions, Advanced work, and Case creation.
- Workspace specific configurations which require migration from classic to UIB workspace
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- Example: Form settings, UI actions, List settings, Branding, Tab, and Chrome settings, Search, and Workspace notifications.
- New UIB configurations which require configuration only if you want to modify the OOTB experience
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- Example: Landing pages, Case creation UI, Interaction creation UI, Agent chat, Agent assist, Theming settings, and Record page layouts.
Further to provide a high-level guidance on the timing to migrate to the HR agent configurable workspace, we provide these following suggestions:
Commonly Asked Questions:
Q: What is WEP, UIB, UXF and UXR?
A: WEP (Web Experience Platform) is a term given to a collection of Platform teams in the past; UI Builder (UIB), UX Framework (UXF) and UX Runtime (UXR). All of them together make up the new tech stack for building modern UIs at ServiceNow. So, you might hear people refer to WEP or ServiceNow Experience Platform (SNEP), but they probably mean the same thing.
Q: What is UIB?
A: UIB or UI Builder is a tool for building new frontend UI web experiences, page by page, by adding smaller components and connecting them to data and each other.
For detailed information, please visit this Community article: https://community.servicenow.com/community?id=community_article&sys_id=70e78f831bebac100b8a9979b04bc...
Q: Will there be any re-implementation / migration effort required to move from Classic to the new configurable workspace? If yes, will it be straight forward?
A: Since we are upgrading the underlying technology used to build workspaces, moving from Classic to new configurable workspace will involve a re-implementation / migration effort. This effort might increase based on the level of customization done within the current workspace. Unfortunately, there is no straight forward or one size fits all approach for this. However, we have documented details for each section where this effort might be required. please refer the migration guideline document for the same.
Q: Is there any functionality loss if we move from our current workspace to this new configurable workspace?
A: No, we have ensured that there is functional parity between the current (pre-San Diego) workspace and the new configurable workspace, so there will be no functionality loss.
Q: Is there any guided setup available to setup new configurable workspace?
A: Yes, there is a guided setup available which has detailed information on how the new configurable workspace can be set up. This can be referred by following these steps:
- Log in as an Administrator.
- In the All menu, search for “guided setup”.
- Select the “HR Configurable Workspace Guided Setup” option under the HR case management section.
Q: Is there any new display theme added for agents to select?
A: Considering the multiple benefits of Dark theme (reduced power consumption, improving visibility for users sensitive to bright light and with low vision), we have included Dark theme. This can be set by the agents and can be accessed by selecting Preferences (top right hand) -> Theme -> Dark mode
Q: How do I enable in-line editing in the new configurable workspace?
A: In-line editing is disabled by default in the new configurable workspace. To enable it, please change the value of the system property “glide.lists.inline_editing_enabled” to ‘true’.
Q: Can the journal fields be used in rich text editor mode in the new configurable workspace?
A: Yes, the journal fields be used in rich text editor mode in the new configurable workspace. To enable the rich text editor mode, change the value of this system property “glide.ui.journal.use_html” to ‘true’ as it is set to ‘false’ by default.
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