This blog provides an overview into the new features and capabilities from the June 2026 Workplace Service Delivery (WSD) release.
Please note this is a summary of the most notable items, not an exhaustive list. For full details, refer to the Product documentation and release notes.
Major Features & Enhancements
- Workplace Visitor Management: New Host, Receptionist and Visitor Experience
- Workplace Space Management: Unified Space Planning Experience
- AI L1 Workplace Service Desk Specialist (restricted access)
- Workplace Case Management: Case Visualization – Calendar View
Minor Enhancements
- Workplace Reservation Management: Waitlisting Capabilities
- Workplace Central: View and Manage Facility Assets in Workplace Central
- Workplace Case Management: Image to Case
- Workplace Case Management: Smart Assessments for Workplace Case and Task
Visitor Management – Visitor Management Revamp
The Visitor Management revamp delivers a purpose-built experience for every role in the visitor journey — giving receptionists real-time control over arrivals, hosts full visibility into their visits, and visitors a secure, self-service portal to complete pre-visit requirements before they arrive — all within a single ServiceNow interface.
Why It Matters
- A Frictionless First Impression, by Design: From secure OTP-based visitor access to instant badge printing and automated host notifications, every touchpoint in the visit journey is streamlined — so organizations deliver a professional, consistent experience without relying on manual coordination.
- Compliance Without the Overhead: Visual alerts for missing pre-check-in requirements, on-the-spot data capture, and built-in support for policy acknowledgment and data anonymization ensure organizations meet security and privacy obligations without adding process burden to front-desk teams.
- Every Role Gets Exactly What They Need: Role- and location-based access means receptionists, hosts, and visitors each see a tailored experience — from bulk check-in and RSVP management to recurring visit editing and co-host assignment — reducing noise and increasing accountability across the board.
For configuration details, refer to the product documentation page and for more details on these features refer to our Visitor Management Deep Dive Blog
Workplace Space Management: Enhanced Space Planning Experience
The enhanced Space Planning experience brings together the tools space planners need with a contextual side panel, floor plan view, stack plan visualization, workplace users, spaces, neighborhoods, scenarios, and space requests, into a single, connected workspace. Introduced in the March release with neighborhood management capabilities, the June release expands that foundation, so planners spend less time stitching together tools and more time making decisions that optimize how space gets used.
Why it matters
- One workspace, full context. The enhanced unified interface brings together space inventory, assignments, allocations, and planning actions into a consolidated view, eliminating the need to toggle between disparate tools or manually reconcile data from multiple sources.
- Act directly from the map view. Space Planners can initiate moves, update allocations, and assign spaces without leaving the map view, reducing hand-offs and ensuring that changes made in the map are immediately reflected in the system of record.
- Designed for how Space Planners actually work. The experience is purpose-built around the Space Planner persona, surfacing the right information at the right moment, with a configurable side panel that lets space planners surface the KPIs that matter most to them whether they're responding to a restack request, optimizing underutilized floors, or preparing for a capacity review.
For configuration details, refer to the product documentation page.
AI L1 Workplace Service Desk Specialist
Built on Workplace Case Management, the AI L1 Workplace Service Desk Specialist automates and deflects routine workplace inquiries, so Case Managers and Service Desk Teams spend less time triaging and responding to common questions and more time on the work that requires human judgment. From the moment a case is created, the agent resolves, responds, and closes, without manual intervention.
Why it matters
- Zero-touch triage. The moment a case is created, the agent takes over, understanding the context, finding a resolution, responding to the employee, and closing the case automatically without any manual assignment or routing.
- Self-resolving from day one. The Workplace L1 Agent automatically scans knowledge articles and previously closed cases to resolve incoming employee questions and close cases, no manual input required.
- Learns and escalates intelligently. When the agent can't resolve a case, it hands it back to a human agent. Once that agent resolves it, the answer becomes part of the agent's knowledge, continuously improving deflection over time.
Workplace Case Management: Case Visualization – Calendar View
The calendar view gives Case Managers a real-time picture of their team's workload, who's working on what, what's due, and what's unassigned, all without leaving Workplace Central. No more static lists. Just a clear, visual way to plan, assign, and manage cases across the week.
Why it matters
- See the full week at a glance. Cases are displayed on a calendar grouped by assignment group and agent, color-coded by priority, and plotted by due date, so Case Managers can instantly spot overloaded agents, unassigned cases, and upcoming deadlines.
- Act directly from the calendar. Clicking a case opens a contextual side panel where Case Managers can reassign to an agent, update the due date, change priority, or open the full case record, all without navigating away from the calendar view.
- Filters that follow you. Any filter applied, by campus, building, priority, or case type — persists across the list view and calendar view, so managers always stay in the context of what they're responsible for.
For configuration details, refer to the product documentation page.
Reservations – Reservation Wait Listing
Reservation Wait Listing eliminates the dead-end employees face when no space is available — allowing them to subscribe to a wait list and receive an automatic assignment the moment a matching space opens up, while giving event planners full control over queue priority and manual assignment when needed.
Why it matters
- Employees Set It and Forget It: Once subscribed, employees don't need to keep checking or re-booking — the system monitors availability and confirms the reservation automatically, removing friction from the in-office planning experience.
- Higher Utilization, Less Manual Intervention: Spaces freed up through cancellations are immediately matched to waiting employees, ensuring availability gaps are filled efficiently without relying on workplace teams to manually broker assignments.
- Planners Stay in Control: Event planners can adjust queue priority, override first-come-first-served order for high-priority employees, and manually assign spaces, including those outside an employee's normal access directly from the new Wait List Management section in Workplace Central.
For configuration details, refer to the product documentation page.
Workplace Central: View and Manage Facility Assets in Workplace Central
Facility managers can now view, create, and manage facility assets without ever leaving their workspace. Introduced in the March release with asset list views, the June release expands that foundation, giving managers the complete picture of their assets, from open cases and maintenance history to scheduled maintenance plans, all in one place.
Why it matters
- Full asset details in one place. Clicking on any facility asset surfaces all related information, asset details, child assets, expense lines, and any workplace cases tied to that asset, so Facility Managers have everything they need without switching interface or a separate workspace.
- Maintenance history at a glance. Managers can see all maintenance cases created for an asset, whether emergency or scheduled, giving instant visibility into how many times issues have been reported, what's been resolved, and whether any open maintenance activity is still pending.
- Connected to scheduled maintenance plans. Each asset record shows whether it's associated to a preventative maintenance plan, so facility managers always know if a scheduled maintenance program is in place and can manage proactively rather than reactively.
For configuration details, refer to the product documentation page.
Workplace Case Management: Image to Case
Image to case lets Employees report workplace issues instantly by just snapping a photo or uploading an image and have AI do the rest. No forms, no calls, no portal navigation. A knowledge article can be suggested if relative and a case is drafted, reviewed, and submitted in seconds, reducing friction for employees and cutting manual intake work for Facility Teams.
Why it matters
- Report issues in seconds. Employees report issues instantly through the NowAssist conversation by uploading an image, no forms, no calls, no portal navigation required.
- AI does the heavy lifting. AI analyzes the uploaded image to suggest a relevant knowledge article or auto-populate a workplace case with a description and short description, turning a photo or image into a structured request automatically.
- Employees stay in control. The draft case is returned for employee validation before submission, ensuring accuracy while keeping people in the loop and in control of the process.
Workplace Case Management: Smart Assessments for Workplace Case and Task
Smart Assessments ensure consistent quality across every workplace case and task, with configurable templates that trigger automatically based on defined conditions and must be completed before a case can close, eliminating manual follow-up and keeping service delivery standards on track.
Why it matters
- Triggers that work for you. Assessment templates automatically attach to workplace cases and tasks when specific conditions are met, such as a state change, ensuring the right checklist reaches the right agent at the right moment, without manual intervention.
- Structured quality checks, built in. Case managers create customizable assessment templates with sections and questions that guide agents through consistent, repeatable workflows standardizing data collection across every request type.
- Close the loop before closing the case. Workplace Agents complete assessments directly from the case form, and for mandatory assessments, the case cannot advance or close until the assessment is submitted, keeping quality standards consistent every time.
For configuration details, refer to the product documentation page.
