Workplace Service Delivery – Product Functionality FAQs

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In our recent ‘Workplace Service Delivery – Getting Started FAQs’, we listed the Workplace Service Delivery (WSD) applications, where to find, how to get them, and pre-requisites or dependencies. This FAQ takes the next step to describe, at an overview level, how they work. Other WSD-related FAQs and blogs provide more detailed step-by-step guidance.

Q: What functional documentation is available on the apps?
For each app, there is a file with installation, configuration, and usage instructions available on the ServiceNow Product Documentation site at Workplace Service Delivery.

Q: Are the Workplace Service Delivery apps able to run in any environment, including government and regulated markets?
The WSD solutions on the ServiceNow Store are available with the same support level and install process that government customers are familiar with for existing store apps. The Carahsoft contract, which is relevant for both previous store apps and our newly released Workplace Service Delivery suite, states US Federal customers can install the apps at their own risk. This applies to installations within both sub-production and production. Note that this does not apply to the built-in Indoor Mapping plugin. It will be available later in 2022 for government customers and regulated markets.

Q: What versions of the Now Platform are supported?
The Workplace Service Delivery Suite is available on Quebec, Rome, San Diego, and future versions.

Q: How often will we launch new releases of Workplace Service Delivery?
New releases of Workplace Service Delivery will be launched, at least, quarterly on the second month of the quarter.

Q: Are there plans to integrate the apps into the Employee Center?
Yes, we have developed portal widgets so that they can be embedded within the Employee Center. The product also includes a self-contained service portal that can be deployed separately.

Q: Can Workplace Service Delivery be used globally? Are they only in English or are other languages supported?
Yes, they can support any enterprise across any GEO. For languages, Workplace Service Delivery supports the following languages: American English, Brazilian Portuguese, Czech, Dutch, Finnish, French Canada, French, German, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Simplified Chinese, Spanish, Swedish, Thai, Traditional Chinese, Turkish.

Q: Can the apps be configured and extended?
The content within the apps is designed to be configurable like any other Now Platform solution. Configurations and extensions are done using standard Now Platform product interfaces.

Q: What if I want to customize or extend Workplace Service Delivery?
The Now Platform enables you to configure, customize or extend these applications as you see fit. There are tools available for developers of any skill level from a process analyst to a professional developer. Developers can learn more about how to use these tools at developer.servicenow.com

Q: What if I want to build additional apps on top of WSD?
Do it on App Engine! ServiceNow provides capabilities for developers of any skill level from a process analyst to a professional developer to extend or build applications using no-code to professional developer tools. Developers can learn more about how to build apps at developer.servicenow.com

Development on the Now Platform will require paid usage of the platform. We have a vibrant online Now Community of more than 240,000 members. We have created a community area specific to Workplace Service teams. Registered Now Community users can contribute at the Workplace Service Delivery forum.

Q: Can a customer test this on their development (dev) instance before pushing to production (prod)?
Yes, this is always the recommended path.

Q: What areas of Workplace Service Delivery integrate with our Virtual Agent?
Conversations with Virtual Agent are available using Workplace Case Management, Workplace Reservation Management, and Workplace Visitor Management.

Q: What kind of conversations can I have with Virtual Agent (VA) for Case Management?
For case management, you can engage with VA on a series of conversations including requesting workplace help, checking the status of a workplace case, and viewing cases awaiting acceptance.

Q: Does Workplace Case Management have a native mobile experience or Universal Request?
Yes, case management has a native mobile experience and also supports universal request of case transfers across the enterprise.

Q: Does Reservation Management have a native mobile experience?
Yes, reservation management has a native mobile experience.

Q: What kind of conversations can I have with Virtual Agent for Reservation Management?
For reservation management, you can engage with VA on a series of conversations including, creating a new reservation, finding a reservation, viewing upcoming reservations, cancelling a reservation, and seeing details.

Q: What additional services can you add onto workplace reservations?
You can add services and requests to any reservation, including room configurations, catering, or equipment.

Q: Does the reservation experience support shifts and neighborhoods?
Yes, you can create reservations within a shift assignment and assign employees to neighborhoods within the Workplace Service Delivery Suite. Once spaces are assigned to employees, the platform will only show spaces to assigned employees that are available for them to reserve.

Q: Can you assign, block, or track spaces within Workplace Service Delivery?
Yes, you can assign and track spaces by cost center and department. Space admins can block spaces by floor, area, or building for a designated start date and end date, auto canceling all reservations made in the timeframe.

Q: What kind of conversations can I have with Virtual Agent for Visitor Management?
For reservation management, you can engage with VA on a series of conversations including cancel a visitor registration, create a new visitor registration, show expected visitors for the day, and find visitor registration for arrival time.

Q: When will the new built-in Indoor Mapping plugin be available?
The Indoor Mapping plugin will be available in the May 2022 store release, it is available on Rome, San Diego, and future version. It provides the Studio, the desktop interface and a Web responsive version for the mobile interface. A full native mobile experience will be released later in 2022 and will be available on Tokyo and future version.

Q: Can I create/import my own floor plans using the new built-in Indoor Mapping plugin?
Yes, it is now possible to manage your entire floor plan lifecycle using the new Studio. Documents related to this topic have been published on Now Community and Now Create. Here are the main ones to get started: “How to get started with your WSD indoor mapping project”, “Indoor Mapping for WSD: CAD File Guidelines”, and, “Indoor Mapping for WSD: Raster File Guidelines”.

Q: Can I report workplace issues using the new interactive floor map provided by ServiceNow?
Yes, we enabled reporting workplace issues using the digital floor map that is available in the location directory..

Q: Is wayfinding (receiving directions) enabled in Workplace Indoor Mapping?
Yes, we enabled workplace wayfinding experiences on desktop and mobile responsive. A native mobile version of the wayfinding is scheduled later in 2022 and will require Tokyo and future version. Please note wayfinding does not come with any indoor positioning solution, it provides direction without the blue dot.

Q: Are there any integration points or recommendations in terms of integrations for existing ServiceNow HR Service Delivery customers?
ServiceNow recommends that organizations deploy a unified employee experience across various channels to provide employees with service in their moment of need. For HR Service Delivery customers, we recommend embedding the Workplace Service Delivery functions (e.g., catalog, KB, services) within Employee Center for that unified experience. The concept of unified experience for employees also extends to Now Mobile and Virtual Agent.

Q: How are HR Service Delivery and your other solutions also helping employees return to work safely?
ServiceNow’s comprehensive employee workflow products enable these and other experiences to happen simply and easily. For example, ServiceNow’s existing Campaigns capabilities can inform different groups of employees — such as employees located in specific geographies or in certain departments — of return to workplace plans. Listening Posts engages employees for feedback. Learning Posts can help employees rapidly return to productively in the workplace. Each customer has unique needs and our products can be configured and used to support those needs.

For technical product information, please visit Workplace Service Delivery on our Product Documentation site.