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

Consolidated page of all release notes for Agent Workspace for HR Case Management from Zurich 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 Zurich 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
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
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
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
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
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
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
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
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
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
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
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.