This blog aims to be a deep dive blog on the features coming in Case and Knowledge Management space as of the February 2025 store/Yokohama family release. Some of the features may have dependency on a family release. This will be called out in the feature section.
Contents
- Case and Knowledge Management enhancements
- Employee Relation enhancements
- Document template
- HR Multi instance Integration
Case and Knowledge Management Enhancements
- RTBI and RTBF HR Services
- Persona: HR Agent, Employee
- Availability: HRSD Core
- Dependency: Yokohama release, Data Classification, report template
General Data Protection Regulation (GDPR) puts strong emphasis on personal Data rights ensuring individuals have greater control over their personal identifiable information (PII). We have introduced support for the Right to be informed (RTBI) and the Right to be forgotten (RTBF) with HRSD. Out Of Box, we have provided two new HR services – Request Personal Information Report and Erasure of Personal data. These HR services are also accompanied by OOB record producer. An employee from an employee center or alumni from an alumni service center can request these services.
For a Personal Information report request that is approved, the HR agents see a “Generate PII report” UI action on the case which will use an OOB report template and generate a report for the user selected. The report template can be modified as needed. For an erasure of personal data request, the HR agent from data privacy group reviews and checks if data is eligible for deletion based on company’s policies and logs same in comments of the case. This analysis is then reviewed by a compliance officer (HR data privacy compliance approver) and then admin works on actual deletion of data or logs exceptions.
- Triaging Dashboard
- Persona: HR Manager
- Availability: Agent workspace for HR Case Management 4.0, Kanban Components and Kanban Board Components
- Dependency: Yokohama release
A visual task board like triaging dashboard which brings case data in verticals. The verticals are based on configurations like HR Service, assignment group and priority which are available OOB for HR manager to choose from. HRSD triaging dashboard will improve efficiency and lead to better case management. The details shown on the case card are configurable and further filtering can be applied on the selected swim lanes criteria. An HR admin can drag and drop cases into other swim lanes and access the case by a click on the case card to make changes. If HR case is selected as swim lane, then a transfer configuration can be selected- whether to transfer with existing case number or a new case number. If the Assignment group is selected as a swim lane, an additional option to select the specific group is provided.
- Delegate HR Case
- Persona: HR Agent
- Availability: Agent workspace for HR Case Management 4.0
- Dependency: Yokohama release
The agent workspace now has modules to manage delegation. The HR agent can view their delegates and cases and tasks delegated to them in their agent workspace itself. The ability to be able to delegate HR cases as well is introduced with this feature.
- HR Appointment experience for Deskless Workers
- Persona: HR agent, Deskless employee
- Availability: Agent workspace for HR Case Management 4.0
- Dependency: Yokohama release, Employee center Pro, Walkup Experience
Deskless workers using the employee center pro or employee center kiosk appointment booking feature can request for an in person or virtual appointment with HR. The HR agent as well can track this request and manage these appointments from within Agent workspace.
An employee uses the employee center pro or employee center kiosk and schedules an appointment under human resources category and selects a slot that is convenient to the employee.
This appointment request will be assigned based on an Advanced work assignment to an HR agent or can be manually assigned to an agent. HR agent in Agent workspace can view the appointment request and manage the interaction associated with the request.
- Configuration Setting page Enhancement
- Persona: HR Admin
- Availability: Agent workspace for HR Case Management 4.0
- Dependency: Yokohama release
The configuration setting page that was introduced in Washington release to enhance admin configuration experience has enhancements.
The configuration setting page has a preview function that allows admins to preview what changes they have made. This will help admins get a sneak into what they are configuring via the configuration setting page which reduces the effort to navigate back to the pages to see what has changed.
The sidebar visibility configuration section is newly added in configuration setting page. This will enable an admin to control visibility of icons like At a glance, agent assist etc on the contextual side panel to specific tables. This will avoid admins having to create a variant just to control visibility of a component on the page.
- Agent Workspace: Usability Enhancements
- Persona: HR Agent
- Availability: Agent workspace for HR Case Management 4.0
- Dependency: Yokohama release
The view responses UI action was added to view employee inputs on Collect Employee Input HR task type to the agent. Without this the input is only visible in assessment table. The feature allows for an agent to view the inputs in their flow of work in turn improving agent productivity.
The Reminder functionality has been enhanced to allow for HR agents to be able to create reminders for other HR agents. This allows for more accountability regarding any dependency on other agents to fulfil a service request.
In the contextual panel, there is an icon for response templates. This prior to Yokohama would show all the response templates available. This made it cumbersome for agents to parse through and select the right template. Adding ability to filter response templates based on language preference of assigned to, opened for, subject person enables the agent to quickly access the right response template and improves agents' productivity.
The Download all attachment is ability for HR agents to download all the attachments at once instead of multiple individual clicks. This saves HR agents a lot of time in a daily activity to export case data to either submit to another department for audit or store in sharepoint or other tools based on individual organizations practice.
The copy case UI action introduced in Agent workspace for HR case management 4.0 version is an equivalent of the insert and stay option to create a copy. The copy case option allows for agents to select which fields need to be copied from the existing case to the new case.
The ability to add child cases to a given case was available in the UI 16 view of the case and this has now been added to the agent workspace. An HR agent need not switch outside AgentWorkspace to get the cases linked, they can complete this activity in their flow of work.
HR Templates can now be added to a case after the case has been created. This was a feature legacy agent workspace provided and now can be achieved by configurable agent workspace as well.
While creating Bulk cases for a given COE, the configuration that are present for that COE needs to be followed. This allows for more standardization among cases for that COE. Starting 4.0 version of Agent workspace for HR case management, the case creation configurations will be followed for bulk case creations as well.
- HRSD Benchmarks
- Persona: HR manager
- Availability: HRSD Core Yokohama Release
- Dependency: Performance analytics plugin and Benchmarking plugin.
With HRSD Benchmarks, organizations get a view into how they are performing against their peers on certain HRSD metrics. This feature is part of the Yokohama family for HRSD Core. It requires the Performance analytics plugin and benchmarking plugin. Out of the box, we have added some HRSD metrics to the Benchmarks dashboard that will provide an organization who has opted in to view where they are against these metrics against their peers. It is required for the organization to opt in to share this data. You can also opt out at a later point if you would not want to continue.
AWS Support for PDF Document templates – Preview and Initiate Doc Tasks
- Persona: HR Agent
- Availability: Agent workspace for HR Case Management 4.0
- Dependency: HRSD Core and Document Template v26.4.0 plugin
Prior to Yokohama release, Agent workspace supported HTML Document template and with this release we have introduced support to preview and initiate doc tasks from PDF document templates. On a given HR case with PDF template in agent workspace, an HR agent can use the preview document button to view, generate an attachment or initiate a task.
Employee Relation: Reporting Enhancement
- Persona: HR Admin
- Availability: Employee Relation application
- Dependency: Yokohama release
Our reporting enhancement in Employee Relation is a consolidated database view which brings together data from the various employee relation tables together. This provides for an HR Admin, the ability to build reports using this database view to match their organizational requirement beyond the Out of the box reports we already have with our Employee Relation Application.
- Persona: Provider Admin, HR Agent, Provider Agent, Consumer Admin, Consumer employee
- Availability: HR Multi Instance Integration for Provider and HR Multi Instance Integration for Consumer store apps.
- Dependency: Yokohama family release, Service Bridge, Employee center Pro, HRSD Core
New Application releasing in February 2025 store. The ServiceNow HR Multi Instance integration application enables inter instance communication between the provider instance and a consumer instance for HR service fulfillment. This helps centralize HR service Delivery in a shared service model and provides a seamless employee experience for consumer requesting remote vs local HR service fulfillment.
If you would like more details on HR Multi Instance integration, refer to this Overview article on HR MII.
This sums up the features and enhancements in the Case and knowledge management space for Yokohama and February 2025 store release. If you would like to learn more about any of the features, refer to our ServiceNow Product Documentation.
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