This blog is a deep dive into the new Agentic AI features for the May 2025 release of the Workplace Service Delivery (WSD) Store Apps.
AI for Workplace Service Delivery – Help Manage Workplace Reservations
Persona: AI Agent
Roles: workplace_user, now_assist_panel_role, sn_wsd_rsv.reservation_planner, sn_wsd_case.case_writer.
Plugins: Workplace Core, Workplace Reservation Management, Workplace Case Management, Workplace Concierge,
Now Assist for Workplace Service Delivery
The AI-powered Agent to Help Manage Workplace Reservations represents a significant step towards applying artificial intelligence to workplace solutions. This Agent is designed to help employees easily find suitable spaces for meetings
With this feature, Employees get the option to make changes to an existing reservation and have all the services they initially added, automatically transferred into the updated reservation
Employees can make changes to an existing reservation through the Employee Center.
After filling out the details of the reservation change, a new case will be created, which will go to the system administrator's queue.
Once the system administrator receives the case, they will assign it to the event planner team.
The event planner will receive a notification through the Now Assist icon about the new case that came in.
The notification the event planner receives will mention the room that was previously booked, including its location. It will also share the changes being made to the reservation, such as date, time, etc., and lastly, it will contain the case number. It will also mention which space is available for the new date requested and ask the event planner to approve the suggested changes.
If the user does not approve of the suggested changes, the system will look for different available options.
After the user confirms the preferred option, the system will update the reservation with the given changes and, lastly, update the case with all the action items that were taken to update the reservation.
AI for Workplace Service Delivery – Help Manage Temporary Closures
Persona: AI Agent
Roles: workplace_user, now_assist_panel_role, sn_wsd_rsv.reservation_planner, sn_wsd_case.case_writer.
Plugins: Workplace Core, Workplace Reservation Management, Workplace Case Management, Workplace Concierge,
Now Assist for Workplace Service Delivery
The Agentic AI Feature, Help Manage Temporary Closure, aims to leverage Agentic AI's capabilities, with a focus on optimizing a key WSD use case.
Having an AI agent manage temporary space closures due to emergency maintenance situations ensures users have a seamless, uninterrupted experience, automatically handling reassignments without requiring manual effort.
The use case for this feature starts with a user submitting an emergency maintenance request through the employee center.
As soon as the request is submitted, a case will be created, and its priority will be set to high.
Once the case has been created, it will be assigned to the event planner team.
In the Workplace Reservations Record, we can observe all the reservations tied to the affected location.
Once the cases are tied to a location, the event planner team member will navigate to the homepage dashboard and click the NowAssist icon. The case requiring attention will then be available
When the case is identified, the system will block the impacted location to prevent any upcoming reservations and request input from the workplace events team to determine how long the room will be unavailable.
After the number of days has been submitted, the system will block the space for the requested time and map all the reservations tied to it.
Once the system acknowledges the affected reservations due to the space block, it will request approval to move them to a new location.
After approving the move of the existing reservations to different spaces, the system will go ahead and rebook them in a different location, mentioning the name of the new location and whether there were any changes in the services tied to each reservation.
Lastly, the workplace case will also reflect the changes made to all the reservations, showing the action items taken to make these updates.
