Workplace Service Delivery - What's new in the Dec'25 Release
This blog is a deep dive into the new features for the December 2025 Workplace Service Delivery (WSD) Store Apps release.
Please note that this is a summary of the most notable items, not an exhaustive list. For full details, refer to the Product documentation and release notes on the ServiceNow Store.
New features:
- Indoor Mapping Hierarchy & Bulk Floor Plan Uploads
- Reservations on Workplace Services Kiosk
- Workplace Advisor - For a deep dive into our Agentic AI release please refer to the blog “WSD Q4 Agentic AI Release”
- Workplace Analytics Experience
Enhancements:
- Workplace Core – Configurable details card
- Workplace Visitor Management – Bulk visitor registrations, etc
- Workplace Reservations for Microsoft Outlook Add-in – Enhancements to reservations through Outlook Add-in
- Workplace Event Planner – Enhancements to manage events more efficiently
- Workplace Move Management – Bulk moves enhancements
- Workplace Space Management – Enhancements
Workplace Indoor Mapping – Hierarchy & Bulk Floor Plan Uploads
Persona: End user: Map Admin
Roles: sn_map_core.map_admin
Plugins: Workplace Indoor Mapping, Workplace Core , Workplace Space Mapping
The Q3 2025 release introduced bulk CAD updates, designed for situations where the location hierarchy already existed and CAD files had been previously imported, geo-referenced, and configured.
This release expands this capability, with full initial imports now possible in Map Studio to provide a more streamlined, efficient experience. Entire location hierarchies and CAD files can now be uploaded, following a single process, even when Map Studio contains no prior data of the location.
No prior geo-referencing or manual configuration is required, enabling faster setup of spaces and a smoother mapping administration experience from the start.
To use this feature, within the Map Studio Homepage, two new import workflows appear. One for “Bulk Hierarchy Uploads” and a second one for “Bulk File Uploads.”
To bulk upload floor plans, the map admin defines the hierarchy for those locations by clicking on “Upload Hierarchy.”
When clicking “Bulk Update Hierarchy,” a new window will pop up showing the steps that need to be completed to do the bulk updates for hierarchy.
The first step would be to download the excel templates to define the hierarchy for Campus, Building and Floors.
Once clicking on “Download Template” an excel spreadsheet will be downloaded and the map admin should fill it out.
Once the template has been filled out, the map admin would go back to map studio and click on the option: “Upload Hierarchy Data”
After clicking “Upload Hierarchy Data,” a new window will pop up prompting import of the file for the Campus hierarchy that was just filled out.
Within this window, the map admin can decide whether a new table gets created with the data that is being imported, or if this data will be added into an existing table.
In the lower part of the screen, an option for the source of the import will be displayed, and the map admin will then be able to upload the spreadsheet that was previously filled out.
After submitting, a new page should load, showing the import process has been successful.
Once confirmed that the state is complete, a set of next steps will be displayed. The map admin should click on each step to continue the import.
When clicking on import sets, the map admin can identify their import to then transform the data.
After that task has been completed by clicking on “Transform” The map admin will be redirected to the next steps page to continue the process.
When clicking on the import set number, the map admin can verify if there have been any errors in the transform step
The map admin can verify that the campuses have been created by going into map studio and looking at the campus list. As we can see in the image below, the campuses on the spreadsheet have been loaded.
Since only the campus hierarchy has been imported, the campus would show no buildings, so the next step would be to continue filling out the template for buildings.
After filling out the “Buildings” template and following the same steps as done for “Campus” the map admin will see the import process for building as complete and with no errors.
In a similar way as in the Campus import, the map admin can also refer to Map Studio to verify that the buildings imported are now visible.
Lastly, the floors would need to be created. By following the same steps as for importing the hierarchy for campus and buildings, the map admin should fill out the template and start the import.
When verifying in Map Studio, the map admin will see the floors that were imported into the building and campus.
Once the hierarchies have been imported, the next step would be to bulk import the files to then configure.
To do the bulk import, the map admin would need to go into the Map Studio home page and click on the option “Bulk file import”
After doing so, a new floor plant import group window will pop up, for the map admin to attach the required files.
When attaching the files and starting imports, a new table should be displayed showing the status of the import.
After clicking on an import task, the map admin would be able to view the steps followed to import the floor plan.
Once the imports have been successfully completed, the map admin can now complete any remaining configurations by going into Map Studio as they normally would.
Workplace Services Kiosk – Reservations
Persona: Kiosk User
Roles: sn_wsd_kiosk.viewer
Plugins: Workplace Indoor Mapping, Workplace Core , Workplace Services Kiosk and Workplace Reservation Management
We’re excited to introduce significant improvements to the Workplace Services Kiosk experience, bringing more convenience to employees and guests.
Previously, the kiosk map displayed space status (green for available and red for booked) but did not allow direct reservations. This update addresses one of the most requested capabilities by enabling users to click on an available space and reserve it instantly from the kiosk, creating a true walk-up experience. This functionality is ideal for employees who are visiting a new location, guests, or anyone needing a space for same-day collaboration.
To maintain efficiency and prevent no-shows, kiosk reservations are designed for same day use only. Since these reservations are made by the kiosk and not tied to a specific user account, they cannot be canceled later. This approach ensures that spaces aren’t blocked unnecessarily for future dates. However, for organizations that want more flexibility, admins can configure the reservable module to allow bookings for additional days by adjusting the “Max days in the future” setting.
On the admin side, we’ve introduced new configuration options within the kiosk indoor mapping settings. Admins can now define allowed actions, manage reservable modules, and customize what appears on the map. For example, desks can be made reservable while meeting rooms remain view-only, giving organizations full control over the experience.
Another impactful improvement is the Reset Camera feature. Users often navigate through multiple floors and areas on the map, and previously, returning to the default view required manual navigation. With this update, a single click resets the map to its original position, saving time.
These enhancements collectively make the Kiosk experience more intuitive, enabling users to quickly find and reserve spaces while giving admins the flexibility to tailor the Kiosk to their organization’s needs.
Within the “Kiosk Indoor Mapping” view in Workplace Central, Kiosk administrators can configure and manage the maps for workplace reservations. From this dashboard, admins can see all kiosks, check which ones are configured, and access detailed settings for each map.
They can define location details, set the map state, and control features such as reservations, occupancy, neighborhoods, and space filters. Additionally, admins can create new configurations or update existing ones.
The “Map Feature Configuration settings” tab is where admins can enable or disable key options like space reservation, wayfinding, and data visualization elements such as occupancy and reservations. These controls define what users see and can do through the kiosk map.
Once reservations are enabled on the kiosk, users can create bookings instantly. To reserve a space, they would need to select “Explore map” from the kiosk homepage to browse through the available spaces for booking.
In the “Explore map” view, filters can be set to help narrow down which spaces are available based on criteria set by the user.
When applying filters and selecting a space, the Kiosk map will display details like location and amenities along with options such as Get Directions and Reserve.
After selecting the “Reserve” option, a new window opens requesting the selection of a reservation time and a subject.
After all required fields are completed, the reservation is ready to be submitted.
Once the reservation is submitted, a confirmation message appears indicating that the reservation has been successfully submitted, including the reserved space and scheduled time.
Enhancements
Workplace Visitor Management – Recurring, Multi-day and bulk registrations
Persona: End user: Employee and reception staff
Roles: sn_wsd_core.workplace_user, sn_wsd_vm.admin
Plugins: Workplace Visitor Management
The Workplace Visitor Management enhancements made in this release deliver significant improvements that make scheduling and managing visits more flexible and efficient. One of the most requested features, multi-day and recurring registrations, is now available, allowing hosts to set up visits for several days or repeat on a defined schedule.
In addition to scheduling flexibility, bulk upload and error handling has been added to simplify the registration process. Users can now correct issues like invalid email formats or missing details directly within the registration form, ensuring a smooth workflow.
Notifications have also been consolidated into a single email that includes visit details, policies, and recurrence patterns, and guests receive timely reminders with QR codes and passcodes the day before their visit. These enhancements, along with a new feature enabling receptionists to capture visitor photos, deliver a more comprehensive experience for both hosts and visitors.
Hosts can schedule recurring or multi-day visits directly in the Employee Center visitor registration form. These options appear when the selected location has been enabled to support multi-day registrations.
When completing the reservation details, employees can set the visit duration, choose how often it repeats, and select the specific days for recurrence.
A bulk registration option has also been added to the form. By selecting ‘Add visitors using a file,’ employees can download CSV or Excel templates to upload multiple guest details at once.
Once the template has been filled out it can be uploaded back into the form.
If any errors are detected on the uploaded file, the form displays a notification and allows employees to make updates to the registration directly from that page before submitting.
To edit any entry, click the pencil icon in the corresponding row and select ‘Edit Row’.
After selecting ‘Edit Row,’ a pop-up appears where employees can update visitor details and correct errors to complete the registration.
After all edits have been made, the registration can be submitted.
Notifications have been simplified into a single confirmation email for registered visitors. The email includes the visit duration and provides a link to review and acknowledge organizational policies.
Lastly, receptionists can now capture visitor photos directly from the registration record by clicking ‘Take Picture,’ ensuring the image is saved to the visitor’s profile.
Workplace Core – Configurable Details Card
Persona: End user: Workplace team, Employee
Roles: sn_wsd_core.admin, sn_wsd_core.workplace_manager
Plugins: Workplace Core
Full configuration of the Space Details Card used across the Location Directory, Kiosk, and Reservations experience is now available.
This enhancement allows complete control over the card content and actions, including the ability to show or hide elements such as Get Directions, Raise an Issue, or custom fields like square footage. Previously, tailoring these cards required customization.
With the new HTML template-based configuration model, the card can now be safely tailored to match specific requirements.
To visualize how the space card looks after configuration, the workplace team would first need to select the spaces for which they would want to configure the cards.
After identifying the spaces, the workplace manager (sn_wsd_core.workplace_manager) would then need to access the “Workplace Card Configuration” page to select the space card that should be configured.
Each card is an HTML format; to make edits, Workplace team should select “Preview this record” and then “Open record.”
After the record is open, the Workplace team can add the details that need to be displayed in the card, for example “Square footage” of the space.
Once added the specifications to the HTML, the Workplace team can see the changes applied in the map view when selecting the space card.
Workplace Reservations for Microsoft Outlook Add-in – Enhancements to reservations through Outlook Add-in
Persona: End user: Employee
Roles: wsd_rsvsync.admin
Plugins: Microsoft Exchange Online Spoke, Workplace Reservation Management, Workplace Core
This release introduces a significantly enhanced Outlook Add-in experience designed to deliver more clarity, consistency, and efficiency across all reservation workflows.
The interface has been updated to use the same responsive framework applied across web and mobile, ensuring a unified visual and functional experience no matter where reservations are created or managed.
The floor map visualization has been enlarged by around 25%, offering improved visibility and a more intuitive way to explore available spaces. This view can be collapsed or expanded depending on screen size or user preference.
Additionally, the reservation form and summary pages have been redesigned to present information more intuitively. Fields are better grouped, data is easier to see, and the layout adapts seamlessly to smaller form factors such as Outlook Web and responsive browser views. These changes also carry through to reservation details accessed directly from the user’s calendar, enabling a streamlined workflow for reviewing or adjusting bookings.
To access this feature, the employee should log in to the Outlook Add-in from Outlook on the web, Windows, or Mac.
Within the new UI, the employee will be able to see a new set of filters:
When selecting a space, additional details are now available to select a space that best fits the needs of the employee.
Employees can now also better see the floor map, making it easier for them to visualize the space for their reservation.
The option to add services directly from the reservation is also now available.
After selecting services, the reservation can be submitted, and a confirmation message will be displayed.
Workplace Central – Enhancements to Event Planner
Persona: End user: Workplace Team
Roles: sn_wsd_rsv.reservation_planner, sn_wsd_rsv.reservation_viewer
Plugins: Workplace Reservation Management, Workplace Core, Workplace Case Management, Workplace Central
An improved Event Planner UI has been introduced, delivering a more focused and responsive experience for managing reservations. The updates improve clarity, expand filtering and configuration options, and provide deeper access to space-level details directly from the schedule view.
Event planners gain enhanced tools for reviewing availability, adjusting reservations, tailoring displayed information, and working across multiple time zones to achieve more effective coordination across their organization.
A key enhancement is the ability to save and share custom filters, allowing teams to maintain consistent views across different planning sessions.
For example, Event planning teams may benefit from sharing custom filters that can direct their team members to view the reservations for a specific location. They can achieve this by using the advanced filter option, and add fields such as campus, building, floor etc.
Administrators now have configuration properties to control what information appears on event cards and reservation items. This ensures planners see only the most relevant details, improving clarity and reducing unnecessary information in the UI.
Managing spaces is now easier with detailed space information displays, including visuals such as floor maps.
The schedule view now supports different time zones to streamline scheduling across regions.
Workplace Move Management – Bulk Move enhancements
Persona: Move Manager
Roles: sn_wsd_move.admin, sn_wsd_move.manager
Plugins: Workplace Core, Workplace Central, Workplace Move Management, Workplace Case Management
Enhancements have been made to the bulk move feature to streamline bulk move operations and give greater control over the end-to-end entire process.
1- Guided End-to-End Process
We've redesigned the bulk move workflow to provide a seamless, guided experience from start to finish. Now, when the spreadsheet is uploaded, the Move Manager will be walked through each critical step including initial data validation, identifying and fixing data issues, and reviewing potential business conflicts before finalizing and having the move cases created. This comprehensive approach ensures nothing falls through the cracks, and everything can be managed from a centralized view prior to triggering the creation of individual move cases with confidence knowing all issues have been addressed upfront.
2- Improved Data Handling with Action Tracking
- Data issue handling
Once the spreadsheet has been uploaded and processed, Move Managers can now take direct action on any data issues identified in the system. Whether it's missing employee information, incorrect building assignments, or inaccurate floor and space details, Move Managers can address these issues on the spot and track every correction made through the review status field. This streamlined approach keeps all changes documented in one place, ensuring full visibility into what's been resolved and what still needs attention.
Once the data issues have been solved, the Move Manager will select reprocess and continue to have the information reprocessed before moving on to managing any potential business conflicts.
If data issues are still shown the Move Manager can continue editing or decide to remove them to continue to the next step.
- Business conflict handling
The third step of the bulk move process will check for any business conflicts (ie. allocation mismatch, capacity exceeded, duplicate destination location...), which Move Managers can review and take action on. The status field provides Move Managers with the option to define the status for each move request, whether the action who stay as a conflict, be removed, ignored or solved.
3- Export Updates Back to Your Spreadsheet
The ability to export the updates made back to the original spreadsheet format is now available. After making corrections and updates, Move Managers can now generate an updated spreadsheet that reflects all changes made during the review process. This makes it easy to maintain accurate records, share finalized data with stakeholders, or keep your source files synchronized with the system of record.
Workplace Space Management – Enhancements
Persona: Space planner
Roles: sn_wsd_spcmgmt.space_planner
Plugins: Workplace Core, Workplace Central, Workplace Space Management, Workplace Indoor Mapping
This release brings powerful new capabilities to Workplace Space Management that will transform how Space Planners work. These enhancements are designed to provide more intuitive tools for finding and assigning spaces, better visualization of your floor plans, and seamless collaboration with stakeholders. Whether the Space Planner is managing daily space requests or planning large-scale reconfigurations, these updates will help them work more efficiently while providing greater transparency across your organization.
- Query-based Space Selection
Finding the right space just got easier. Our new query-based selection tool allows Space Planners to search and filter available spaces using custom criteria, so you can quickly identify options that meet specific requirements without manually scanning through floor plans or spreadsheets. This capability comes in addition to being able to individually select a space on the map or using the lasso feature to circle several spaces.
Using the condition builder, Space Planners can filter the space selection based on any fields available on the space record or search by the space record related list. Once the filter is applied, the spaces matching the criteria will be highlighted enabling the Space Planner to take action to add/edit or remove space allocations.
- Support for Neighborhood User Assignments in Map-based Space Administration
Space planners now have comprehensive control over neighborhood assignments directly from the map interface. When editing space assignments, Space Planners can simultaneously define a user's neighborhood affiliation, streamlining what was previously a multi-step process.
Simply search for the user you want to assign or unassign from the floor plan view, select their neighborhood, and specify the assignment level—whether that's at the building, floor, area, or individual space level. To make this even more intuitive, neighborhoods are color-coded on the map, allowing the Space Planner to visually identify and group spaces by neighborhood at a glance.
- Enhanced map visualization in Map-based Space Administration
The map visualization within Map-based Space Administration has also been enhanced to improve clarity.
The enhanced maps now display both the assigned employee name and space name together, eliminating confusion about who sits where. We've also solved the common problem of overlapping markers by replacing them with dynamically resizing icons that automatically prevent collision, ensuring every space remains visible and clickable even in dense floor plans.
For times when you need to focus on the layout itself, space planners can now toggle to a simplified view using the 'Show base map' option in map settings, which removes assignment information and displays just the floor plan.
These improvements make it easier to quickly understand space layouts at a glance, identify available areas, and navigate complex floor plans with confidence.
- Direct link from the space record to the map view in Workplace Central
Space planners can now jump directly from a space record to its corresponding location on the map view in Map-based Space Administration by selecting the ‘view on map’ option shown on the space record in the space management view.
This seamless navigation eliminates the need to search for spaces manually on floor plans, saving time and reducing friction in your daily workflow.
- Sharing URL links to space, floor or building
Collaboration just became simpler. Space Planners can now generate and share direct URL links to specific spaces, floors, or entire buildings. Whether they are coordinating with colleagues, responding to space requests, or presenting options to leadership, these shareable links ensure everyone is looking at the same information and gets redirect the same Workplace Central view.
