Agent Workspace for HR Case Management - New version what's the difference from the older one?

[Vladimir D_]

Hi all, I have question regarding HR Agent Workspace. It looks like there is a newer version for San Diego and I'm interested in the new features of this version in compare with the original / older one. They call it like Classic version, but there is lack of documentation from ServiceNow. I'm unable to recognize from end user perspective how the HR Agent Workspace looks in the latest version out of the box and what is real difference. I'm asking because we've done previously evaluation of the HR Agent Workspace for ROME release and now we are planning to move to Tokyo later this year and to all of that ServiceNow has introduced new version of HR Agent Workspace which looks as not compatible with the older version and totally different product. But because of lack of documentation even videos, we are unable to determine, what's the out of the box difference for endusers, how the new version looks like for them. My understanding is there are more configurable things on the backend for admins, but from end users (HR) perspective it's unclear.

Do you have some links to relevant details or videos for the latest version of HR Agent Workspace?

Thanks.

Vlada

[Øyvind Fosse]

Hi Vlada,

There is one key difference in the old AW (classic) and the new AW (UIB). that is that the UIB AW is supported by UI builder which means that you can now finally configure the functionality and design of UIB AW. 

other than that the UIB AW is delivered with feature parity so that it has all the same capabilities as the Classic AW. 

Naturally going forward any enhancements will come to the UIB AW so the reccomendation is to migrate at one point in time. Since UIB AW is delivered through the store you can install it and test it on your instance without impacting the classic AW if it is in use.
https://store.servicenow.com/sn_appstore_store.do#!/store/application/ff837553a1112010db4143775de96b71/1.0.7?referer=%2Fstore%2Fsearch%3Flistingtype%3Dallintegrations%25253Bancillary_app%25253Bcertified_apps%25253Bcontent%25253Bindustry_solution%25253Boem%25253Butility%25253Btemplate%26q%3Dagent%2520workspace&sl=sh 

[John Zhang1]

Hi Vlada

There are two type of HR Workspace: 1) HR Agent Workspace (Classic/Legacy) and Configurable/Now Workspace.

You can see what are the difference between two type of workspace from my article -

Agent Workspace & Web Experience (Now) Workspace using UI Builder

I can see more detail from following posts as well:

TechNow Ep 84 | Workspace configuration

Creating an HR Agent Configurable Workspace

HR Agent Workspace - Your FAQs Answered!

HR Agent Workspace: Migration guidelines from Classic to Configurable

If my reply is Helpful/Correct, please mark the answer as Helpful/Correct.