Agent Workspace for HR Case Management release notes
The ServiceNow® Agent Workspace for HR Case Management application enables you to interact with employees, respond to inquiries, and resolve issues quickly. Agent Workspace for HR Case Management was enhanced and updated in the Australia release.
Agent Workspace for HR Case Management highlights for the Australia release
- 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 HR Case Management for more information.
중요사항:
Agent Workspace for HR Case Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Australia release
- 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.
Activation information
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.