Exploring Workplace Case Management

Fulfilling employee workplace requests involves multiple, complex back-end processes, including analyzing the requests for type and routing them to human or automated responses, approvals, or other tasks. The ServiceNow® Workplace Case Management application makes these processes simpler and more efficient by letting you create pre-defined steps to fulfill requests.

Figura 1. Workplace Case Management overview

Request a workplace service

As an employee, the Workplace Service Portal allows you to submit requests for workplace services like general inquiries, cleanliness requests, and travel-related requests. For example, you can create a request for HVAC issues, broken chairs, floor spills, move requests, and more.

Manage workplace cases

As a Workplace Case Management Manager and Admin, you can:

• Configure whether a request must be fulfilled manually or if it requires a set of automated tasks.
• Configure approval options for tasks.
• Create case and task templates.
• Create catalog items called record producers so that employees can raise requests.
• View and modify all cases created in the application.
• Configure an escalation rule for assignment groups.
• Add fulfillment instructions.
• Create an SLA definition.

Workplace Central - Case Management workspace

You can also manage all the workplace cases from a single place using the Case management workspace in the Workplace Central workspace. The Case management workspace helps you to handle hundreds of workplace cases requested in the organization on a daily basis. Instead of using the Workplace Case Management application to monitor the cases, the workspace provides you a simple and efficient display of the same cases under various categories to help you handle them easily. Instead of verifying hundreds of cases and reading the data specified in detail, the workspace analyzes them and presents the data accordingly. The case details are displayed in a manner where you can find the most important information easily with few clicks and perform quick actions.

For more information, refer to Case management.

• Workplace Services
  The ServiceNow® Workplace Case Management application enables you to create a workplace service with pre-defined steps for fulfillment. You can create workplace services for requests like cleanliness, IT, office setup, and travel requests. For example, you can create a request for HVAC issues, broken chairs, floor spills, move requests, and more.
• Raise workplace service requests
  You can request a workplace service using the Workplace Service Portal or the Now Mobile app.
• Case and Task Templates
  As a Workplace case manager, you can create templates to simplify the process of creating tasks and cases by populating fields automatically.