Consolidated page of all release notes for Agent Workspace for HR Case Management from Vancouver to Xanadu.
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 Vancouver to Xanadu.
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 Xanadu
Before you upgrade to Xanadu, review these pre- and post-upgrade tasks and complete the tasks as needed.
| Release |
Release notes |
Vancouver |
No updates for this release. |
Washington DC |
No updates for this release. |
Xanadu |
No updates for this release. |
New features
Between your current release family and Xanadu, new features were introduced for Agent Workspace for HR Case Management.
| Release |
Release notes |
Vancouver |
- Use the HR dashboards that were migrated to Platform Analytics Workspace
- Select Analytics Center in Agent Workspace for HR Case Management to open the migrated dashboards in Platform Analytics Workspace. The HR Overview Dashboard, the Manager Dashboard, the HR Case Dashboard, and the SLA Dashboard were migrated to Platform Analytics Workspace.
- Support the dynamic content
- Render the values of the variables, scripts, and blocks in edit mode in the Preview Document modal on an HR case. You can view the content of the variables, scripts, or blocks instead of only viewing the variable and block
names. This feature is available only when you use a template from the Document Templates application.
- Define the summary
- Use a predefined template to create a summary report of an employee relations case. Export the case details with the work notes and comments, in a PDF format, for documenting and sharing purposes.
- Enable the inactive Centers of Excellence (COEs)
- Enable the inactive COEs and provide the functionality of Agent Assist, Employee Document, and Response Template configurations. Apply the HR core custom configurations on any customized COE.
|
Washington DC |
- Schedule a meeting task within a case
- View the availability of an employee and schedule a meeting while you’re working on an HR case. For example, you can schedule a meeting with a new hire as part of the onboarding process.
- Add personal notes
- Use personal notes to add information that is not finalized and must not be tracked within the case history. Working notes are accessible to all agents who are working on a case. In some cases, agents might not want private
notes or rapidly changing information related to a case to be viewed by other agents.
- Using checklists in Agent Workspace for HR Case Management
- Add, edit, reorder, or delete checklist items from the contextual side panel.Previously, you could add, edit, reorder, or delete checklist items only from Core UI.
- Secure documents
- Add an extra layer of security on attachments that are linked to a case. Grant access to attachments with sensitive or private data to specific groups, users, user criteria or roles.
- Page Configurations reference
- Configure a few components on the landing page, record page, list page, and HR case creation page on the Configuration Settings page. Previously, you could configure these components using the UI Builder only.
- Streamline HR case resolutions
- Integrate a cloud contact center with HR Agent Workspace to enable employees to resolve their HR cases using interactive voice response. For cases that require a live agent, the system routes the call to an available agent,
displays relevant caller information to the agent, and automatically captures data from the interaction.
|
Xanadu |
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Changes
Between your current release family and Xanadu, some changes were made to existing Agent Workspace for HR Case Management features.
| Release |
Release notes |
Vancouver |
No updates for this release. |
Washington DC |
No updates for this release. |
Xanadu |
|
Removed
Between your current release family and Xanadu, some Agent Workspace for HR Case Management features or functionality were removed.
| Release |
Release notes |
Vancouver |
No updates for this release. |
Washington DC |
No updates for this release. |
Xanadu |
No updates for this release. |
Deprecations
Between your current release family and Xanadu, some Agent Workspace for HR Case Management features or functionality were deprecated.
| Release |
Release notes |
Vancouver |
No updates for this release. |
Washington DC |
No updates for this release. |
Xanadu |
No updates for this release. |
Activation information
Review information on how to activate Agent Workspace for HR Case Management.
| Release |
Release notes |
Vancouver |
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.
|
Washington DC |
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.
|
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.
|
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 |
Vancouver |
No updates for this release. |
Washington DC |
No updates for this release. |
Xanadu |
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 |
Vancouver |
No updates for this release. |
Washington DC |
No updates for this release. |
Xanadu |
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 |
Vancouver |
No updates for this release. |
Washington DC |
No updates for this release. |
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.
|
Localization information
If there are specific localization considerations for Agent Workspace for HR Case Management we have noted them here.
| Release |
Release notes |
Vancouver |
No updates for this release. |
Washington DC |
No updates for this release. |
Xanadu |
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 |
Vancouver |
- Use a summary report to export the case details for documenting and sharing purposes.
- Use the HR dashboards that were migrated to Platform Analytics Workspace for an enhanced user experience.
See Agent Workspace for HR Case Management for more information.
|
Washington DC |
- Enhance the security of documents that are attached to a case by adding permission requirements on who should read or edit the documents.
- Use personal notes to add sensitive or rapidly changing information that you don’t want to include in the case history or work notes of a case.
See Agent Workspace for HR Case Management (Configurable) for more information.
|
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.
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