Agent Workspace for HR Case Management release notes
Summarize
Summary of Agent Workspace for HR Case Management Release Notes
The ServiceNow® Agent Workspace for HR Case Management application facilitates efficient interaction between HR agents and employees, enabling quick responses and issue resolution. The latest enhancements in the Australia release focus on improved integrations and recommendations to streamline HR case management processes.
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Key Features
- CCaaS Integration: Supports prebuilt integrations with Contact Center as a Service (CCaaS) providers, allowing HR agents to manage calls directly within the HR Agent Workspace.
- Recommended Actions: Provides context-specific recommendations to help agents resolve HR cases more efficiently, including relevant knowledge base articles and case suggestions.
- Case Creation Configuration: Enables quick review of HR profiles during case creation to enhance the efficiency of the process.
- Advanced Knowledge Editor: Features an AI-supported editor for creating and editing knowledge articles, improving content quality through optimization recommendations.
Key Outcomes
By utilizing the Agent Workspace for HR Case Management, organizations can significantly enhance the employee service experience through automated HR interactions. The integration of AI and streamlined workflows allows HR agents to provide faster, more informed assistance, ultimately aligning business objectives with employee needs and improving overall operational efficiency.
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.
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.