Workforce Optimization for HR Domain Separation

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Workforce Optimization for HR Domain Separation

    Workforce Optimization for HR is designed to streamline HR Agent Managers’ daily activities by enabling efficient schedule management, real-time adjustments, time-off handling, and skill development within a unified workspace. This enhances team performance and responsiveness in HR operations.

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    Domain Separation Support

    The application supports domain separation, allowing organizations to logically partition data, processes, and administrative tasks into distinct domains. This separation controls user access and visibility, ensuring data is properly segmented across multiple tenants or organizational units.

    Key aspects of domain separation include isolation at runtime, user interface segregation, cache key management, reporting, rollups, and aggregations. This is critical for scenarios such as service providers managing interactions with tenant-customers, where data visibility must be carefully controlled.

    To enable this functionality, the instance owner must configure the application for multi-tenant operation.

    Practical Benefits for ServiceNow Customers

    • Data Security and Privacy: Ensures that HR data is segregated by domain, enhancing confidentiality and compliance.
    • Multi-Tenant Management: Supports service provider models by properly routing data and communication per tenant.
    • Operational Efficiency: Simplifies management of HR workforce optimization activities across separated organizational units.

    Additional Resources

    ServiceNow customers can further optimize their HR operations by exploring setup guides for scheduling, teams, coaching, and demand forecasting within Workforce Optimization for HR. Activating the application and understanding service provider domain separation support will help maximize these capabilities.

    Domain separation is supported for Workforce Optimization for HR. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

    Support level: Basic

    • Business logic: Ensure that data goes into the proper domain for the application’s service provider use cases.
    • The application supports domain separation at run time. The domain separation includes separation from the user interface, cache keys, reporting, rollups, and aggregations.
    • The owner of the instance must set up the application to function across multiple tenants.

    Sample use case: When a service provider (SP) uses chat to respond to a tenant-customer’s message, the customer must be able to see the SP's response.

    For more information on support levels, see Application support for domain separation.

    Overview

    The goal of Workforce Optimization for Customer Service is to simplify the daily routine of HR Agent Managers to develop high-performing teams by optimizing schedules and work assignments, respond to ad hoc changes in real time, manage time-off requests and providing the skills they need to succeed—all in one workspace .

    How domain separation works in Workforce Optimization for HR

    Domain separation is supported.