This blog aims to be a deep dive blog on the features coming in Case and Knowledge Management space specifically Configurable agent workspace for HR, Employee Relations and enhancement in Admin experience as of the August 2024 store/Xanadu family release. Some of the features may have dependency on a family release. This will be called out in the feature section.
Content
Case and Knowledge Management Enhancements
Case Creation Improvements
Persona: HR admin, HR Agent
Availability: Agent Workspace for HR case management 3.2
Improves HR agent productivity as it provides further clarity to HR agents when similar HR Services are present (ex: locations specific etc.). During HR case creation, an agent selects an HR Service, this then populates the HR service description in the description field. If the HR service is incorrectly chosen, then the agent can choose a correct HR service. The Agent Workspace for HR case management 3.2 version of store application is needed to have the OOB case creation variant to have HR service description visible on case creation page.
Landing page Improvements
Persona: HR Agent
Availability: Agent Workspace for HR Case management 3.2
With the 3.2 version of the Agent Workspace for HR case management store application, the landing page has a ‘My team’ related list next to the overview widget. The My team tab has 5 widgets - My Team's SLA breached, My Team's High Priority cases, My Team's Unassigned Cases, My Team's Open Cases and Cases closed over the last 6 months. The addition of this tab brings performance improvements as well.
Recently Updated cases in the List View
Persona: HR Agent
Availability: Agent Workspace for HR Case Management 3.2
Improve HR Agent productivity as it provides a module where an agent can see a list of HR Cases or tasks that have recently been updated by anyone other than assigned to. Once the agent works on the case or task, that gets removed from the list.
Showing Response Templates for HR Tasks
Persona: HR Agent, HR Admin
Availability: Agent Workspace for HR Case Management 3.2
HR Admin can define Response Template configuration on HR tasks and add filters on it. The availability of response templates on HR tasks improves HR agent productivity as the HR agent no longer needs to switch tabs to go to and fro to copy the response template.
Meeting Task Type for Employees in ESC
Persona: HR Agent, Employee
Availability: Agent Workspace for HR case management 3.2
Improves employee experience as the employee can see their upcoming appointment in their My Tasks on Employee Center. When the HR Agent creates a task of “Schedule a meeting” type, the employee will be able to see the meeting details in their employee center - Short Description, Start Date, End data, Time and Other attendees.
Upload attachments in Personal Notes
Persona: HR Agent
Availability: Agent workspace for HR Case Management 3.2
In February 2024 release, we introduced Personal notes - scratchpad like experience on HR cases. This personal note is for an agent to capture notes that they do not want to post on comments or work notes. We introduced the ability to add files as attachments to this personal notes. The attachment will only be visible to the agent who created it. Once the case is closed then the personal note gets deleted.
Update At a Glance from Settings Configuration
Persona: HR Admin, HR Agent
Availability: Agent Workspace for HR Case Management 3.2
In February 2024 store release, we introduced the Configuration Setting Page to help admins with a one stop place for common configurations. One section in this page is dedicated to ‘At a glance section’. From 3.2 store version of the agent workspace for HR case management, an admin can leverage the above to configure the user field value by dot walking. For example, the admin can configure subject_person.manager in sn_hr_core_case. This will then allow agents to look up a subject person’s manager details – this is especially helpful in scenarios where the employee does not have access to a device.
Guided Decision trees within HR Agent workspace
Persona: HR Admin, HR Agent
Dependency: Guided Decision Experience, Recommended Action
Availability: Agent Workspace for HR case management 3.2
Guided Decision Trees improves agent productivity as it provides some guidance to the HR agent based on a series of questions and inputs that the admin has configured. It also provides agents with the next optimal path forward. With the 3.2 store release of agent workspace for HR Case management, we have provided two guided decision tree samples as demo data – General benefits and Payroll Discrepancy. An HR Admin can configure question nodes, path and guidance to create their own guided decision tree.
Employee Relation Enhancements
Report Discrimination ER service
Persona: ER Admin, ER Agent
Dependency: Anonymous Report Center, Employee Center
Availability: Employee Relation Xanadu Release
With the Xanadu release, we have provided an OOB report discrimination ER service. We have also provided Report Discrimination option on employee center as well as Anonymous Report Center.
Auto-filling the subject and involved parties in an ER case
Persona: ER Agent
Availability: Employee Relation Xanadu Release
Provider better user experience and reduces multiple clicks on ER agent. Once the ER agent identifies the Subject of Allegation among the involved parties and identifies the allegation type, the following sub steps would automatically populate the subject of allegation. This auto filling will work only in cases where there is one subject of allegation.
Admin Workspace for Service Providers Workspace Enhancements
Domain Separation for HRSD guided setup
Persona: HR Admin
Dependency: Domain Separation Plugin, Performance analytics, HR Core
Availability: Admin workspace for Service Providers 1.1 requires Xanadu Release
With the 1.1 version of the Admin Workspace for Service Providers Workspace, once the service provider creates a domain and a client, on the client detail page under related link you will see ‘Guided Setup’ this points to the HR guided setup which can be used to configure HRSD in the particular domain.
Admin Experience Improvements
Persona: HR Agent, HR Admin
Dependency: Document Template, Journey Designer, Agent Workspace for HR case management, Admin Workspace for Service Providers
Availability: August 2024 store release of the dependent store plugins
Guided Tours help train and onboard users within ServiceNow user interface. This really helps admin create training that new users can take as well as experiences users can initiate to familiarize themselves with the application. With the august 2024 store releases of the above dependent plugin, OOB guided tours are shipped for Configurable Agent Workspace, SP Admin Experience, Document Templates and Journeys for Manager and Employee. The guided tours auto launch for new users and is available in the help menu for other users to initiate.
HR Service Delivery (HRSD) for healthcare
Persona: HR Agent, HR Admin, Manager
Dependency: HR Core, Journey Designer, professional Data model, healthcare Professional Data model
Available: HR Service Delivery (HRSD) for healthcare 1.0
HR Service Delivery (HRSD) for Healthcare is a new store application created to empower healthcare organizations to hire and manage providers efficiently.
This is done by creating a new Healthcare Professional Profile designed to store and manage the specifics of healthcare providers, such as Professional IDs, Specialties, Malpractice Claims, and Practice locations. Agents will be empowered to collect this information during onboarding and throughout their employment lifecycle, like re-credentialing, with purpose-built HR Services, tasks, and forms. And all of this sensitive information will be managed with specific roles, user groups, ACLs (Access Control Lists) to ensure only the right individuals have access.
To help healthcare organizations capture this information upfront during the onboarding process and drive a more streamlined experience for providers, agents, and HR teams, a new Healthcare Employee Onboarding journey has been added as demo data when the application is installed. Customers can modify for their specific onboarding needs but have a strong, best practice-based template from which to start. This journey incorporates all the new healthcare-specific services and tasks into a simple workflow and takes advantage of the latest Employee Journey Management features like Journey Designer and Journey Accelerator.
HR Service Delivery for Healthcare is available to all HRSD Enterprise customers.
This sums up the enhancements in the Case and knowledge management space. Please refer to the below blogs to learn about enhancements in the Employee Journey Management, Now assist for HR and Talent Development.
Xanadu Deep Dive – HRSD – Employee Journey Management
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