Exploring Agent Workspace for HR Case Management

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Exploring Agent Workspace for HR Case Management

    Agent Workspace for HR Case Management enables HR agents to efficiently manage employee HR requests from a centralized interface. The Home page serves as the starting point, providing quick access to high priority cases, cases at risk of SLA violations, and recently updated cases. The workspace is designed to streamline case handling, improve visibility into workload, and support timely responses to employee HR inquiries.

    Show full answer Show less

    Key Features

    • Home Icon: Offers an at-a-glance overview of HR cases and team-related items to prioritize work effectively.
    • Learning Icon: Provides access to coursework, course history, and career development content through customizable catalogs to support agent growth.
    • Lists Icon: Displays comprehensive lists of HR cases, interactions, and tasks which can be filtered and sorted for relevance.
    • Analytics Center: Presents key dashboards and data visualizations to monitor case metrics and SLA performance, including a feature to query analytics.
    • Calendar Icon: Allows viewing and managing work schedules, personal events, and shift swap requests or approvals to coordinate team activities.
    • Tabs: Show open HR cases and lists, with configurable tab labels for quick case details such as description and subject person.
    • Add Icon: Facilitates instant creation of new HR cases or recording employee interactions to ensure all contacts are documented.
    • Overview and My Team Dashboards: Provide graphical representations of case data to track priorities, SLA status, and team workload.
    • Content Delivery Section: Displays company information, links, and tools, enhancing access to relevant resources.

    Practical Benefits

    ServiceNow customers utilizing Agent Workspace for HR Case Management can expect improved operational efficiency by managing all HR cases and interactions in one place. The workspace’s intuitive interface with prioritized case views and actionable dashboards helps HR agents respond quickly and meet SLA commitments. Integration of learning resources and calendar management supports agent productivity and team coordination, driving better service outcomes for employees.

    Use Agent Workspace for HR Case Management to manage your employee HR requests from one place.

    Agent Workspace for HR Case Management home page

    The Home page is the starting point in exploring Agent Workspace for HR Case Management. On the left hand side you will see a list of icons. You can access these icons from any screen.

    The Home page shows high priority cases, cases at risk for violating service level agreements (SLA), and cases with recent changes.

    Agent Workspace for HR Case Management - Home page
    Table 1. Agent Workspace home page callout descriptions
    Number Agent workspace elements Description
    HR Agent Workspace Home page callout 1 Home icon The Home page provides you with an overview of your work at a glance. It provides you with information that can help you decide what you should act on first, like HR cases and items that affect your team.
    HR Agent Workspace Home page callout 2 Learning icon Learning helps you explore and manage coursework, view course activity and history, and engage with career development content through customizable catalogs from various sources.
    HR Agent Workspace Home page callout 3 Lists icon The lists provide you with a view into all HR cases. You can filter and sort by what is relevant to you. Select to view a list of HR cases, interactions, HR tasks, and more. For more information, see Lists in Agent Workspace for HR Case Management.
    HR Agent Workspace Home page callout 4 Analytics Center

    The Analytics Center provides an overview of your most important dashboards and data visualizations along with a place for you to ask questions about analytics. For more information, see Analytics Center.
    HR Agent Workspace Home page callout 5 Calendar icon Use the Calendar to see work schedules and assignments, add personal events or shift swap requests or approvals.
    HR Agent Workspace Home page callout 6 Tabs Tabs display lists, HR case numbers, and the Add icon. If you hover on an HR case number, you can quickly see more details related to a case, for example, the description of the case, HR Service and Subject person.

    When you have multiple tabs open, you can only see the case number on the tab by default. However, you can also configure the information you want to be displayed on the tab. For more information, see Customize tab label in Agent Workspace for HR Case Management.
    HR Agent Workspace Home page callout 7 Add icon Select to instantly create one of the following:
    HR Agent Workspace Home page callout 8 Overview Displays a graphical representation of the data based on the overall HR cases. Use this dashboard to understand the cases that need priority or the SLA (Service Level Agreement) status, general information and announcements, etc.
    HR Agent Workspace Home page callout 9 My team Displays a graphical representation of the data related to the teams you belong to. Use this tab to understand the cases assigned to the team that need priority or the SLA status.

    My team

    Information related to the teams your HR agents belong to display in the My team section.

    The bottom of the landing page provides company information, links, and tools available. This section is part of Content Delivery. For more information, see Content Library.