Now You Know: Employee Workflows Newsletter ( September 2025)

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New & Noteworthy

📚Zurich product documentation is live! You will notice some new terminology within the realm of HR and Employee Service Management such as Hiring Experiences and Growth Experiences.

• Hiring Experiences is a suite of applications that is designed to streamline and enhance the entire hiring journey for hiring managers, recruiters, interviewers, and applicants.
• Growth Experiences applications use a suite of products to help employees develop, grow and deliver on critical business outcomes. You may have heard of some of these capabilities in conversations around Talent Development or Employee Growth and Development.

🏆ServiceNow was ranked #1 for Building and Managing AI Agent Use Cases. Additionally, ServiceNow has been recognized as an enterprise low-code leader for 6 straight years! Read more here.

🏆IDC MarketScape names ServiceNow a leader in employee experiences. This reflects our continued commitment to helping employees do their best work. Read more here.

📓Struggling to define your strategy as an AI-first HR Function? You will not want to miss our AI Transformation Playbook for HR leaders. In this playbook you will hear from ServiceNow’s HR leaders to understand how our organization has evolved.

AI Agent Spotlight

More AI Agents are coming with Zurich, but did you know about the ones already available to our NowAssist for HRSD customers? Check out this blog post to learn more. The AI Agents for High Volume HR Requests are not to be missed. With 8 different agents to support the highest volume categories of cases coming in- there are efficiencies to be realized for everyone!

Save The Date

We have multiple opportunities in person and virtually to connect and learn together. Check out our upcoming events and be on the lookout for more!

• Customer Spotlight Webinar: Reimagining the Employee Experience- How Avery Dennison is leading with ServiceNow – September 9^th @ 11am ET Register here.
• Webinar: Introducing the ServiceNow AI Platform Zurich Release. Register on LinkedIn here.

• Live on ServiceNow: Live on ServiceNow is our Community event series to help you deploy, adopt, and achieve value faster from your ServiceNow products. Each event features an interactive discussion with a product expert, so be sure to come prepared with your questions!
• Employee Center
• HRSD Academy 🚨Note the September 10 session @ 8am PT will be a Zurich overview!

• Put AI to Work Summits & Learning Labs: Put AI to Work for People- Learn from AI experts, forge connections and bring breakthroughs to life with expert keynotes & hands on learning opportunities. Learn more here.
• If you will be joining us at the Chicago World Forum, we would love to see you at our Share & Showcase Reception! Details here.
• World Forums: Join us for a day of insightful sessions, hands-on demos, and inspiring keynotes from industry experts across the world. Learn more here.
• HR Tech- Come visit our booth at HR Tech in Las Vegas, NV September 15-18th.
• Gartner HR Symposium- Stop by and say hello at the Gartner HR Symposium October 27-29th.

Nerd out with @Nick Derbawka 

What’s the fastest way to derail HR Service Delivery? Bad case assignment. If cases don’t reach the right person at the right time, resolution slows, employees get frustrated, and HR teams waste valuable time re-routing work. But the truth is, there’s no one-size-fits-all solution. Case assignment matures over time — from somewhat manual routing, to using HR templates, to implementing assignment and matching rules, to managing capacity and schedules with advanced work assignment, and finally leveraging machine learning via predictive intelligence. This step-by-step evolution is what I call the Case Assignment Continuum.

By treating case assignment as an iterative journey, HR teams can introduce automation gradually, set realistic milestones, and show measurable impact without overcomplicating the process. Every step forward creates smoother workflows and better employee experiences.

To see the full framework — with examples of how each stage works in practice — check out the full article here: The Case Assignment Continuum: A Framework and Maturity Model for HR Case Assignment in ServiceNow.