This blog aims to be a deep dive blog on the features coming in HR Service Delivery space as of the December 2025 store release. Some of the features may have dependency on a family release. This will be called out in the feature section.
Release blog content:
- Hiring Experiences
- Enhanced Manager Personalization - Journeys (Team Tasks)
- Self-Service Experiences (CKM & EJM)
- Resolve HR Cases v3
- HRSD Now Assist Voice Agents
- CCaaS in HR Agent Workspace
- Employee Relations - Case Summarizer Skill
- Tuition Reimbursement Request
- Now Assist User Experience Enhancements
- Growth Experiences
- Employee feedback collection AI agent
- Skill sensing in Learning App
- Skill search enhancement
- SAP SF skills integration
- Alumni Experiences
- New Alumni Center portal
- Alumni profile
- Job opportunities for alumni
- Other enhancements
Hiring Experiences
This suite of applications is built to simplify and improve the hiring process for hiring managers, recruiters, interviewers, and applicants.
Enhanced Manager Personalization - Journeys (Team Tasks)
- Persona – Managers, HR Admins
- Availability - Journey Designer plugin (SR - HR - Journey Designer v7.3, Dec 2025)
Enhanced Manager Personalization in Journeys empowers managers and HR admins to customize onboarding and lifecycle journeys by adding, rearranging, and personalizing tasks within event stages using the Journey Designer.
Managers can visually manage tasks, review drafts before publishing, and work within admin-defined safeguards that lock critical steps for process integrity. Only unlocked stages are editable, and tasks in future stages become accessible as events progress. This flexibility boosts efficiency, reduces manual effort, and improves the employee experience while maintaining robust process controls.
Self-Service Experiences (CKM & EJM)
This suite of applications is designed to empower employees to independently access HR services, information, and support. These applications streamline and automate common HR processes, making it easier for employees to get answers, submit requests, and manage their work-life transitions.
Resolve HR Cases v3
- Persona – HR Agents, HR Agent Managers, HR Operation Leaders
- Availability - Now Assist for HRSD v12.0
- Dependency – HR Core, Group Action Framework (GAF) setup
Resolve HR Cases Flow addresses the challenges in managing HR cases which can often be time-consuming and inconsistent, especially when agents spend hours routing requests, searching for information, and responding to routine inquiries.
With this release, the Resolve HR Cases Flow breaks down HR case management into three distinct workflows:
- Predict Service and Transfer HR Cases - Automatically identifies the correct HR service for every incoming request and routes the case to the right HR service eliminating manual triage
- Resolve Non-Critical HR Cases - Handles general employee inquiries with AI-generated responses and relevant resources, while flagging VIP or complex requests for Tier 1 agent support
- Resolve Critical HR Cases - Generates step-by-step resolution plans for complex cases using company policies, fulfillment instructions, FAQs, and employee context, with fallback to similar past cases when needed
This release introduces the following AI agents to streamline HR case resolution:
- Record Field Value Predictor Agent Predicts the correct HR Service for each incoming HR case.
- HR Case Transfer Agent Routes the HR case to the appropriate HR Service based on predictions.
- Next Best Action Recommender Agent Suggests resolution plans using similar past closed cases when fulfillment instructions are missing.
When an employee submits an HR request, the flow begins with the Predict and Transfer workflow, triggered via AI Studio, which analyzes the request and routes it to the correct HR service. The Criticality Checker agent then evaluates whether the case is critical or non-critical. For non-critical cases, the Resolve Non-Critical workflow, triggered through business rules, automatically sends an AI-generated response with relevant knowledge articles and catalogs to the employee. For critical cases, the Resolve Critical workflow, initiated via a UI Action on the Case Form, assigns the case to a human agent who can generate a resolution plan. If fulfillment instructions exist, they are used to create the plan; if not, the Next Best Action Recommender agent suggests steps based on similar past cases. The agent can review, refine, and approve the plan, ensuring accurate and efficient resolution.
HRSD Now Assist Voice Agents
- Persona – Employees, HR Agents, Voice Administrators, HR Operation Leaders
- Availability - SR - HR - HR Voice Agents app collection (v2.0, Dec 2025)
- Dependency – Twilio or Genesys needed as CCaaS provider
- Instance version – YP6 and above
- Plugins – Now Assist for HR, HR Voice Agents, Now Assist for Voice
HRSD Now Assist Voice Agents empower employees to access instant, 24/7 HR support through natural voice interactions and reducing wait times and Tier 1 workload for HR teams. Employees simply call the HR service number and interact with the Voice Agent agent for self service. AI Agents can refer to existing Knowledge and requests and leverage tools like integrations to support employees on the following:
- Getting answers to simple questions
- Creating new cases
- Checking case status
- Handling PTO requests
- Updating personal information
To get started with Voice Agents, admins can go into AI Agent Studio à Settings to find Voice Service. This is where you can define which AI Agent should be involved in the Voice interactions, i.e. a Time Off Requestor to help check for PTO balance and request time off or an AI Agent that can answer employee questions, etc.
In the next step, you can select a voice that will deliver the experience that your employees are looking for. ServiceNow provides a library of voices and allows you to personalize the experience. As of the December release, Voice Agents can also support employees in English, Spanish, and German.
After choosing the voice, you can define which type of phone number the employee can call in from, whether it’s their home, work, or mobile number. You can select how you want to authenticate your employees, whether it’s a soft pin, authentication code, Okta Push, or Knowledge factors. We want to ensure there’s flexibility in how our customers can securely authenticate employees who are calling in.
For the last step, you will need to set up the settings for a call, like fallback options and call timeout. An integration with your telephony provider needs to be configured so the employee can have a way to call in. We support out of the box integrations with telephony systems like Twilio and Genesys Cloud.
In addition to these capabilities, we also give admins the ability to pull call transcripts in the interactions level for auditing purposes.
CCaaS in HR Agent Workspace
- Persona – HR Agents, HR Admins, HR Operation Leaders
- Availability - HR Agent Workspace v4.3 (Dec 2025)
- Dependency – Interaction Control Component (3.0.2), app-openframe-store (28.0.50), sn-component-workspace-openframe (28.0.1)
- Genesys Plugins - Unified experience from Genesys and Unified experience from Genesys - Core
- Paid Genesys CCaaS licensing is mandatory
The new CCaaS integration brings Genesys voice capabilities directly into the HR Agent Workspace, allowing HR agents and admins to manage calls and HR cases in one unified interface. Agents handle voice interactions via an embedded soft phone, with real-time synchronization of call status, agent availability, and interaction details between ServiceNow and Genesys.
After each call, a wrap-up dialog appears for agents to record outcomes using imported wrap-up codes, which are then available under a dedicated “My Wrap-Ups” section for agents and “All Wrap-Ups” for admins for future reference. This seamless workflow eliminates system switching, improves productivity, and ensures all voice and case data is captured for better service and analytics.
Employee Relations - Case Summarizer Skill
- Persona – Employee Relations (ER) Agents
- Availability - Now Assist for HRSD v12.0
- Dependency – Employee Relations Application in Yokohama Family Release or above
The Employee Relations Case Summarizer Skill enables ER agents to instantly generate structured, company-compliant case summaries with a single click, using all available case details and a customizable template entered as prompt.
As agents work on a case, clicking “Summarize” produces a dynamic summary that adapts to the case’s progress, including parties involved, allegations, interviews, evidence, and outcomes. Summaries can be saved or copied into another document for sharing, ensuring every report is clear, complete, and standardized. This automation saves time, ensures compliance, and delivers consistent documentation for ER teams.
Tuition Reimbursement Request
- Persona – Employees, HR Agents
- Availability - Now Assist for HRSD v12.0
- Dependency – HR Core
In March 2025, we released a workflow that addresses the pre-approval process. The AI Agents can help evaluate employee eligibility against company policies for tuition reimbursement. In the December 2025 release, we are focusing on the reimbursement process. In the reimbursement process, employees need to submit receipts or transcripts to show that they have successfully completed the course. Typically, human agents would review this manually, which can be repetitive and time consuming.
This streamlines reimbursements, reduces HR workload, and ensures compliance with policy requirements.
To help human agents review these requests more efficiently, we have released 2 AI Agents:
- Tuition reimbursement request evaluator AI Agent
- Tuition reimbursement request closure AI Agent.
These AI Agents can extract information from the attachment and evaluate it against the company policy to determine whether the employee is eligible for reimbursement or not. The human agents can ask questions about the document and policy and give the sign off to approve or decline the employee’s request. Following the human agent’s confirmation, the AI agent can close out the case accordingly. This workflow will help to streamline reimbursements, reduce HR workload, and ensure compliance with company policy requirements.
Now Assist User Experience Enhancements
- Persona – HR Agents
- Availability - Now Assist for HRSD v12.0
- Dependency – Requires Resolution Notes Generation Skill, DocIntel integration for image summarization
Now Assist User Experience Enhancements aim to help HR agents, improving productivity and resolution speed. With the Resolution Notes Model Enhancement, closing a case is now more streamlined. When the case state is changed to “Closed Complete,” a popup is displayed with AI-generated resolution notes. These notes are automatically populated in the Close Notes field, and an option is provided to add them to Work Notes by selecting a checkbox. Previously, notes were added to Work Notes by default. To use this feature, the Resolution Notes Generation Skill must be enabled.
With the Context Menu Enhancement, close notes can now be refined more easily. As text is entered in the Close Notes field, an AI-powered context menu is presented with actions such as Generate, Shorten, Elaborate, Copy, or Insert Notes, allowing quick adjustments to the content. If the field is empty, the Now Assist icon can be clicked to instantly generate notes, which can then be customized using the same options. This feature also requires the Resolution Notes Generation Skill.
Case summarization has been made more convenient. The Summarize component has been repositioned above the Activity Stream for easier access. In addition, summaries for PNG and JPEG attachments are now supported through DocIntel, enabling insights to be extracted from images effortlessly. To enable image summarization, DocIntel integration must be active.
Growth Experiences
Growth Experiences help employees develop, grow and deliver on critical business outcomes. These capabilities focus on developing talent within an organization by focusing on employee's growth and development.
Employee feedback collection AI agent
- Persona – Manager
- Availability- SR-HR-Talent AI Agents v3.0 plugin
- Dependency- Talent feedback plugin should be installed
Managers often face challenges in efficiently gathering employee feedback, as they spend too much time identifying suitable collaborators, sending out requests, tracking responses, and following up. This feature streamlines the process by allowing managers to use Now assist chat for end-to-end feedback requests. Managers can start by selecting an employee, choosing collaborators from a suggested list, setting a due date and notes, and then sending out the requests. They can also monitor the progress and access all collected feedback directly within the chat window. Integrated with Employee Center To-Dos and notifications, this functionality ensures that both collaborators and managers are easily alerted about feedback or request statuses. This feature streamlines feedback gathering and lessens managers' administrative burdens, allowing them to focus more on strategic tasks.
Skill sensing in Learning
- Persona – Learning Admin
- Availability- SR-HR-Learning Core v9.9, SR-Skills Foundation v10.0 plugins
- Dependency- Now Assist for HR, ‘Resume skill extraction’ skill to be activated from Now AssistSkills
Organizations offer extensive learning catalogs, but learners often can't find courses that match their skills or development goals.
This feature lets learning administrators add skills through LLM-powered recommendations which appears on the Learning course record. Skill detection can be initiated for individual courses or in bulk via course skill sensing settings. Admins have control over which courses use skill sensing to make the most of LLM capabilities. Additionally, there’s an option for automatic skill tagging, or admins can choose manual tagging with the help of LLM suggestions.
Customers can define conditions to select a set of learning courses on which skill sensing can be triggered in bulk. This can be done in ‘Course recommended skill definition’ configuration. 'Generate Recommended Skills' button triggers the skill sensing for the learning courses that satisfy the specific Learning skill sensing configuration.
Learning admin can turn on the auto-approval property to ensure that the recommended skills for the Learning courses are automatically tagged to the learning courses without admin review.
Admin can review skill recommendations and Accept/Reject from the ‘course item recommended skills’ table.
Note: Accepted skills are added to the learning courses and deleted from the recommendation table. Once a skill is rejected for a course, the LLM will not recommend it again.
Skill search enhancement
- Persona – Learning Admin, Employee
- Availability - SR-Skills Foundation v10.0 plugins
- Dependency - Now Assist for Talent 1.3.5
This enhancement enables skill searches through the RAG API or LLM, allowing both employees and admins to experience faster and more accurate results. It delivers highly relevant matches—even when users enter partial terms or make typos (such as single-letter searches)—and offers personalized suggestions. Additionally, employees can discover and add skills to their profiles with fewer clicks, making the process quicker and easier for Now Assist customers.
SAP SuccessFactors skills integration
- Persona – Learning Admin
- Availability- SR-Skills Foundation v10.0 plugins
- Dependency- HRSD integration with SAP SF
Organizations leveraging SAP SuccessFactors for HCM operations and ServiceNow for Growth Experience can now access skills-driven functionalities such as learning, mentoring, growth discussions, aspirations, and more using SAP SuccessFactors skills. This integration allows SAP SuccessFactors customers to seamlessly import skills into ServiceNow via this new integration spoke. Additionally, all skills are processed through a Harmonization pipeline as part of this feature.
Alumni Experiences
We’ve introduced a fully revamped Alumni Portal with modern EC Pro experiences and enriched profiles that stay up to date through preferences, consents, and automated triggers. Alumni now get expanded out-of-the-box services, secure access to documents, and personalized job recommendations. Integrated EC components like My Active Items, Proactive Prompts, and Content Widgets deliver a seamless, engaging experience.
New Alumni Center portal
- Persona – Alumni
- Availability – Alumni Center plugin v4.0
- Dependency – HRSD Core, EC Pro
The Alumni home page serves as a primary hub for former employees to get help, update their information, manage preferences, and receive personalized job suggestions. It also lets alumni easily access related services, news, resources, and essential tasks to help them stay engaged and connected. The updated portal homepage features the following new widgets and options:
- Platform AI Search- The AI search becomes available to search knowledge base articles, people directory, alumni services and more.
- Get Started Widgets- To let alumni setup their new portal during initial login. These include:
- Add profile and employment details
- Set up email notification preferences
- Choose preferences for customized job recommendations
- Expanded Alumni Services- Addition of some new out-of-the-box alumni services.
- Recommended Job Opportunities- Job posting for alumni based on preferences and profile
- Proactive Prompts, including a New Alumni Document Prompt
- Other widgets on the homepage including My Tasks, Requests, and Favorites, Most Viewed Knowledge Base Articles, Latest News articles, My Active Items, Quick Links & Videos
Alumni portal is now more consistent with the EC pro which makes it easier for customers to implement, adopt and maintain this new alumni center portal.
Alumni Profile
- Persona – Alumni
- Availability – Alumni Center plugin v4.0
- Dependency – HRSD Core, EC Pro
The Alumni Profile enables alumni to maintain their employment history, including both legacy and most recent employment details. Alumni may enter their current employment information, from multiple employers, within the “Other Employment Details” section. Legacy employment records within the organization are automatically retrieved and displayed in the profile. If any details are missing, alumni may submit a service request to update the information.
Alumni also have the capability to manage and update their personal information directly through their profile. For accounts created via automated onboarding, relevant details are automatically sourced from the HR profile.
Additionally, alumni can conveniently access documents shared through service requests within their profile. Notification preferences for recommended job opportunities and news or event updates can also be enabled or disabled as desired.
Job opportunities for alumni
- Persona – Alumni
- Availability – Alumni Center plugin v4.0
- Dependency – HRSD Core, EC Pro
Alumni now have access to job recommendations through the alumni center portal, where they can search, filter, and apply for positions. A 'Get Started' prompt assists alumni in setting up their job preferences, enabling them to receive more customized job suggestions.
Alumni can complete their Job Preferences to receive tailored job recommendations. Additionally, administrators have the flexibility to add more job preference options as needed.
Job opportunities are presented based on a matching algorithm that considers both job preferences and the alumnus's most recent employment information; if these details are unavailable, the system relies on legacy employment records. Each position is accompanied by an insight indicating whether it is a Great, Good, or Potential Match, determined by the match score. Further Job application status can also be checked right from the portal.
Other enhancements
- Persona – Alumni
- Availability – Alumni Center plugin v4.0
- Dependency – HRSD Core, EC Pro
Alumni Center portal also coming up with lots of other enhancements to the portal which includes but not limited to – News & events page, My Tasks, My Requests, My Favourites page.
The News article content type combines content creation features from the Rich Content Editor with new publishing methods that enable high volume content publishing to the portal.
News and Events widget displays highlighted articles on the home page. When a user clicks a news article, the full article opens in the Article details page. Content engagement enhances news articles by providing users with a way to comment and react to articles and for admins to measure the effectiveness of their content using engagement metrics. This News center page can be accessed by opening News Center from the header menu.
The My Tasks page serves a function comparable to that of the Employee Center, offering access to all open and completed tasks assigned to alumni through various workflows or service requests. For example, one possible task may require an alumnus to verify personal details.
If you would like further information on any of these features, refer to our product documentation.
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