This blog aims to be an in-depth look at the features coming in the HR Service Delivery space as of the March 2026 store release. Some features may have a dependency on a family release. This will be called out in the feature section. Refer previous release blogs here.
Release blog content:
- Hiring experiences
- Interview self-scheduling V2
- Generate onboarding ramp-up plan V1.3 (EJM)
- Self-Service experiences(CKM)
- Recommended actions in HRSD
- Employee Relations—Interview summariser
- Voice agents for HRSD V3.0
- Advanced Knowledge Editor
- Case creation—HR profile view
- COE Security Policy—Diagnostic tool
- Employee Relations—Consolidated view
- Universal Request—Interdepartmental communication
- Growth experiences
- Employee feedback collection V2
- Team digest on Manager Hub
- Wish-Me-Well/ Alumni experiences
- Generate off-boarding knowledge transfer plan & Handoff Doc (EJM)
Hiring experiences
This suite of applications is built to simplify and improve the hiring process for hiring managers, recruiters, interviewers, and applicants.
i. Interview self-scheduling V2
- Persona: Recruiters, coordinators, applicants
- Availability: HR Talent AI Agent collection plugin; requires Microsoft Outlook Integration and hiring experience plugins
- SKU: HRSD Professional Plus or Enterprise Plus
When scheduling interviews through Now Assist, there are situations where no overlapping time slots exist between the interviewer and the applicant. Previously, this required manual coordination by the recruiter. With Interview Self-Scheduling V2, the AI agent now suggests a self-scheduling option in these cases—reducing manual effort and improving the experience for all stakeholders.
When no common slot is found, the AI agent recommends that interviewers share several available time slots with the applicant, allowing the applicant to select a suitable time. An AI-generated message is displayed for the recruiter to review before it is sent. Once the applicant selects a slot, the system automatically sends out the interview invitation and creates the corresponding interview record.
ii. Generate onboarding ramp-up plan V1.3 (Employee Journeys)
- Persona: Managers
- Availability: HR - HR Service Delivery AI Agent collection v7 plugin; requires Now Assist for HRSD v13.0; customers should have Employee Journeys configured
- SKU: HRSD Enterprise Plus
The onboarding ramp-up plan agentic workflow helps managers build personalized onboarding journeys for new hires based on what has worked for their peers. Version 1.3 enhances this experience by introducing a new type of activity: catalog requests.
In addition to learning courses, peer connections, and common tasks already included in the flow, managers can now receive recommendations for catalog items and order guides based on the previous journeys of peers in similar roles. Managers can review these recommendations through a Now Assist conversation and add new services via the same conversation interface. This reduces manager effort while helping new hires get the tools and resources they need faster.
Self-Service experiences
This suite of applications is designed to help HR agents and administrators manage cases efficiently, access the right knowledge at the right time, and deliver consistent, high-quality employee experiences.
i. Recommended actions in HRSD
- Persona: HR agents, HR admins
- Availability: Agent workspace for HR case management v4.4; requires Recommended actions for HRSD v1.0 plugin
- SKU: HRSD Standard, Professional, or Enterprise
HR agents often need to search across multiple systems to find relevant cases, knowledge articles, and approvals while working a case. Recommended actions in HRSD brings this context directly into the HR Agent Workspace through a new 'Recommendations' side panel, so agents spend less time searching and more time resolving.
The side panel offers two capabilities:
- Search: Surfaces similar cases and related knowledge base articles based on the current case context, helping agents identify resolution patterns quickly.
- Suggested actions: Enables agents to create an HR approval directly from a modal window in one click, without navigating away from the case
ii. Employee Relations—Interview summarizer
- Persona: Employee Relations (ER) agents, HR admins
- Availability: Now Assist for HRSD; requires Employee Relations plugin
- SKU: HRSD Professional Plus or Enterprise Plus
Employee Relations cases often involve multiple interviews, attachments, and transcripts that agents must review before taking action. This can be time-consuming and lead to inconsistent documentation across cases.
The interview summarizer is a Now Assist skill that allows ER agents to generate a structured summary of an interview record—including attachments and transcripts—using a customizable template passed as part of the prompt. Agents access this through Employee Relations Case > Interview > Interview Records. The generated summary can be saved in a dedicated Interview Summary Notes section for future reference, improving context recovery, consistency, and audit readiness across ER cases.
iii. Voice agents for HRSD V3.0
- Persona: Employees, HR agents, voice administrators, HR operation leaders
- Availability: SR - HR - HR Service Delivery voice AIA collection v3.0 (March 2026), part of Now Assist for HRSD
- SKU: HRSD Professional Plus or Enterprise Plus
Voice agents for HRSD V3.0 significantly expands the telephony, language, authentication, and testing capabilities introduced in earlier versions, while also introducing new out-of-the-box HR voice agents with improved context retention.
This release includes the following enhancements:
- New out-of-the-box HR voice agents for guided navigation
- Expanded language support: German, Spanish, French, Japanese, Brazilian Portuguese, French Canadian, Chinese Mandarin, and Dutch (P1/P2/P3 languages)
- Testing UX improvements in Assistant Studio and enhanced analytics
- WebRTC support for the mobile channel
- Improved context retention within a call session
- NowLLM support
- Enhanced authentication options: voice input and caller identification
- Skill Kit support for voice agents with automated evaluation
Together, these enhancements help organizations increase case deflection, improve first-call resolution, and provide employees with 24/7 HR support through natural voice interactions.
iv. Advanced Knowledge Editor
- Persona: HR agents, knowledge administrators
- Availability: Agent workspace for HR case management v4.4 and Knowledge center plugins; requires Now Assist for HRSD
- SKU: HRSD Professional Plus or Enterprise Plus
Creating and maintaining high-quality knowledge articles directly within HR Agent Workspace has traditionally required agents to switch between tools or rely on basic editors. The Advanced Knowledge Editor (AKE) addresses this by bringing a modern, full-featured authoring experience into the workspace itself.
The editor includes drag-and-drop authoring, multicolumn layouts, template selection, custom styling, and richer media embedding. Two additional capabilities further improve knowledge quality and creation speed:
- Article Optimization (AO) scans: Out-of-the-box checks for article length, image alt-text, H1 tags, and link validity, with suggestions to help authors improve content quality.
- Text to Knowledge: Allows knowledge administrators to describe what they need in free text, and Now Assist generates or updates the article content accordingly—directly within the Knowledge center.
v. Case creation—HR profile view
- Persona: HR agents
- Availability: Agent workspace for HR case management v4.4; compatible with Yokohama and later releases
- SKU: HRSD Standard, Professional, or Enterprise
When creating a case in HR Agent Workspace, agents often need to switch between screens to look up profile details for the subject person or the employee the case is opened for. The HR profile view eliminates this by displaying relevant HR profile information for both the Subject Person and Opened For fields inline during case creation.
If the Subject Person is the same as the Opened For employee, only one HR profile is shown. For Employee Relations cases, only the Opened For profile is displayed. This reduces context switching, minimizes errors, and helps agents create more accurate cases from the start.
vi. COE Security Policy—diagnostic tool
- Persona: HR administrators
- Availability: Accessible via All > HR Administration > COE Security Diagnostics> compatible with Australia family release
- SKU: HRSD Standard, Professional, or Enterprise
Troubleshooting HR case access issues—such as why a particular agent can or cannot view a specific record—has historically required significant back-and-forth between admins and agents. The COE Security Policy diagnostic tool provides a centralized platform to diagnose access-rights issues related to HR cases.
By entering an employee and an HR record number, administrators receive a detailed explanation of access permissions, including whether the user has read or write access to the record and the reasons behind the decision. This reduces ACL-related case volume, speeds up issue resolution, and brings transparency to complex HR security and access behavior.
vii. Employee Relations consolidated view in HR Agent Workspace
- Persona: ER agents, ER managers
- Availability: Employee Relations store app; requires HR Agent Workspace; dependent on Australia release; accessible via HR Agent Workspace > Analytics Center > Dashboards > Employee Relations
- SKU: HRSD Professional or Enterprise
Managing Employee Relations data across multiple tables—cases, interviews, allegations, allegation types, involved parties, evidence, and corrective actions—requires navigating between several views, making reporting and compliance reviews slow and error-prone.
The ER consolidated view brings all these tables into a single, filterable dashboard within HR Agent Workspace. Agents and managers can sort and filter the view to generate the reports they need, improving efficiency, streamlining compliance, and enabling faster, better-informed decisions.
viii. Universal Request—interdepartmental communication
- Persona: HR agents
- Availability: Universal Request plugin; requires Agent workspace; dependent on Australia release; accessible via the Discuss option in the Universal Request ticket sidebar
- SKU: HRSD Standard, Professional, or Enterprise
When a universal request involves multiple departments, agents currently create separate tickets or use external channels to coordinate—leading to duplicate tickets, delayed handoffs, and incomplete audit trails.
Interdepartmental communication for Universal Request allows agents to start a threaded sidebar discussion directly within the universal request ticket with agents from any involved department. The Add Participants function restricts participation to agents already associated with the universal request, keeping conversations focused and auditable. This enables real-time, in-ticket collaboration that speeds up resolution and reduces duplicates.
Growth experiences
Growth experiences help employees develop, grow, and deliver on critical business outcomes by focusing on talent development, feedback, and team insights.
i. Employee feedback collection V2
- Persona: Managers, HR Administrators
- Availability: HR Talent AI Agent collection plugin; requires SR-HR-Talent Feedback v1.2 and SR-HR-Talent AI agents v4.0 plugins; uses Manager Hub and surveys within HRSD
- SKU: HRSD Professional Plus or Enterprise Plus
The first version of the employee feedback collection AI agent streamlined how managers request feedback. Version 2 builds on this by standardizing the process with templates and adding the ability to summarize responses.
HR administrators can design feedback templates using the Platform Surveys tool. When requesting feedback through the Now Assist agentic flow, managers can select from existing templates and preview the content before sending. Once feedback is collected, managers can request a summary of a report's recent feedback, viewable either within the Now Assist conversation or on Manager Hub. This reduces administrative effort for managers and HR, and ensures feedback is gathered and reviewed in a consistent, structured way.
ii. Team digest on Manager Hub
- Persona: Managers
- Availability: Now Assist for HRSD; compatible with all four LLM providers; enable within Manager Hub v4.8 (March 2026)
- SKU: HRSD Professional Plus or Enterprise Plus
Managers often need to check multiple systems—journeys, tasks, feedback, requests, and growth plans—to get a clear picture of their team's status. Team digest on Manager Hub brings this information together in one place.
By clicking the Generate button on the Manager Hub homepage, managers can produce a digest summary that pulls data and insights from Growth Experience apps, feedback, journeys, tasks, and requests. The summary highlights key updates, flags items that need attention, and suggests next steps. Managers can refresh the digest at any time and use the insights to initiate relevant workflows directly from the summary.
Wish-Me-Well / Alumni experiences
These set of apps and features cater to departing employees in making their offboarding transition smooth and providing engaging and effective alumni experience.
i. Generate offboarding knowledge transfer plan
- Persona: Managers, employees
- Availability: HR - HR Service Delivery AI Agent collection v7.3 plugin; requires Now Assist for HRSD v13.0; customers should have Employee Journeys configured
- SKU: HRSD Enterprise Plus
When an employee leaves an organization, critical knowledge about their projects, resources, and processes often walks out the door with them. The offboarding knowledge transfer plan addresses this through automated knowledge discovery and structured handoff planning, integrated directly into the offboarding journey.
When an offboarding journey is created, the manager is prompted—via a Now Assist conversation—to initiate knowledge transfer. If confirmed, an AI-generated Knowledge Handoff Document is created by gathering authored files from SharePoint (with options to extend to other third-party sources), organizing them by category, and including a summary of the most relevant information for each work area. A Knowledge Transfer journey stage is then added with two tasks:
- For the employee to review the generated document and share it with their manager.
- For the manager to review the handoff document and assign successors.
Once a task is complete, it is automatically marked as finished. The employee can edit the document and add new information before sharing, and the manager can designate successors with whom the finalized document is subsequently shared.
Curious to learn more? Head over to our product documentation, or share your thoughts, questions, or suggestions in the comments.
