Combined Agent Workspace for HR Case Management release notes for upgrades from Xanadu to Australia

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Agent Workspace for HR Case Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Australia.

Tip:

If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

Important information for upgrading Agent Workspace for HR Case Management to Australia

Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

New features

Between your current release family and Australia, new features were introduced for Agent Workspace for HR Case Management.


Release	Release notes
Xanadu	Create a case in Agent Workspace for HR Case Management HR agents can minimize case transfers and improve efficiency by viewing HR service descriptions populated in the HR service configuration by HR admins during case creation. Lists in Agent Workspace for HR Case Management View recently updated cases using the Recently updated tab in the Lists view in Agent Workspace for HR Case Management. Using a Response template in an HR case or HR task record Enable agents to quickly respond to HR tasks by using response templates as reusable messages that you can copy and paste into the comments or work notes for an HR task. Resolve HR cases using guided decision trees in Agent Workspace for HR Case Management Expedite HR services by creating decision trees that agents can use to triage employee cases. Add personal notes Upload attachments in personal notes that support the claim in Employee Relations cases for an assigned agent.
Yokohama	Survey responses View employee responses collected from an employee via the survey form sent through an HR task. Response templates Display response templates based on the language preference of selected user. Copy a case in Agent Workspace for HR Case Management Avoid having to fill in the fields of a case manually by creating a copy of a case to auto-populate the case values. HR Triaging Dashboard View your teams' case assignments based on categories such as priority, HR service, or HR assignment group. Drag a case card from one lane to another to automatically update the priority, HR service, or assignment group of a case. HR Walk-up Provide a convenient and efficient way for users to seek in-person or remote assistance, report issues, and receive guidance from HR agents through designated walk-up centers. Page configurations Configure the layout and functionality of the HR Agent landing page or HR case page. You can preview your settings before implementing them. PDF template preview Preview a PDF document template attached to an HR case rather than being able to preview only HTML document templates. Link child cases Associate child cases to an HR case. Delegation list View cases delegated to you or that you have delegated to other HR agents. The Delegation list appears only when you have activated the Granular Delegation (com.glide.granular_service_delegation) plugin. Agent Workspace for HR Case Management contextual side panel Apply template values to the HR case without having to fill in values manually. Download or delete multiple attachments at once. Configure fields for Bulk case request Configure fields that you want to view in the User segment group form in bulk case request through the Case Creation Configuration form.
Zurich	No updates for this release.
Australia	Integration with Contact Center as a Service (CCaaS) Implement prebuilt, certified integrations with Contact Center as a Service (CCaaS) providers using the ServiceNow voice reference architecture. The Interaction Controls Component (ICC) feature enables CCaaS providers to display native voice and callback integrations so HR agents can manage customer calls directly from HR Agent Workspace. HR agents are provided a brief wrap-up period at the end of customer conversations to complete their work before moving on to assist other customers. Recommended Actions for HRSD Recommend actions based on the context of the HR case, helping agents resolve case faster. Lists KB articles and similar cases in the context of the current case. Suggests to add an approval to the case only when an approval is required. Case creation configuration Enable an HR agent to quickly review the HR profiles of both subject person and opened for during the case creation process. Advanced Knowledge Editor Streamline Knowledge article creation and editing with AI support in an improved, intuitive editor. Leverage AI powered Article optimizations recommendations to improve the knowledge content quality.

Changes

Between your current release family and Australia, some changes were made to existing Agent Workspace for HR Case Management features.


Release	Release notes
Xanadu	Reflow for configurable workspace The Agent Workspace for HR Case Management configurable workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. For information about how to upgrade, see the #dfrn3-agentworkspaceforhrcasemanagement-summary__hr-aws-rn-accessibility that follows.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Removed

Between your current release family and Australia, some Agent Workspace for HR Case Management features or functionality were removed.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Deprecations

Between your current release family and Australia, some Agent Workspace for HR Case Management features or functionality were deprecated.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Activation information

Review information on how to activate Agent Workspace for HR Case Management.


Release	Release notes
Xanadu	Install Agent Workspace for HR Case Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Yokohama	Install Agent Workspace for HR Case Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Zurich	No updates for this release.
Australia	Install Agent Workspace for HR Case Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

Additional requirements

If any additional requirements were introduced or changed for Agent Workspace for HR Case Management we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Agent Workspace for HR Case Management we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Accessibility information

Review details on accessibility information for Agent Workspace for HR Case Management, such as specific requirements or compliance levels.


Release	Release notes
Xanadu	Accessibility improvements Accessibility improvements were completed to create a configurable workspace that supports WCAG 2.1 Level AA conformance. Reflow The Configurable Workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view automatically when users increase browser zoom to 400%. This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off with a system property for instances, experiences, and pages. See Reflow for Configurable Workspace for details.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Localization information

If there are specific localization considerations for Agent Workspace for HR Case Management we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Highlight information

If there are specific highlight considerations for Agent Workspace for HR Case Management we have noted them here.


Release	Release notes
Xanadu	Minimize case transfers and improve agent efficiency by viewing HR service descriptions during case creation. View recently updated cases in list view. Enable agents to quickly respond to HR tasks using response templates. Enable HR agents to expedite services by creating decision trees. Support claims in Employee Relations cases by uploading attachments in personal notes. Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance. See Agent Workspace for HR Case Management (Configurable) for more information.
Yokohama	The HR Triaging Dashboard enables you to review your teams' case assignments through cases displayed as cards. Once you set up a layout for HR services, priorities, or assignment groups, moving of case cards between lanes, auto-updates the HR service, user assignment, or priority of cases. Provide a convenient and efficient way for deskless workers to seek in-person or remote assistance, report issues, and receive guidance from HR agents through designated walk-up centers. See Agent Workspace for HR Case Management (Configurable) for more information.
Zurich	No updates for this release.
Australia	Enable CCaaS providers to display native voice and callback integrations so that HR agents can manage customer calls directly from HR Agent Workspace. Recommend actions based on the context of the case, helping HR agents resolve HR cases efficiently. See Agent Workspace for more information.