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 Yokohama release.
Agent Workspace for HR Case Management highlights for the Yokohama release
- The HR Triaging Dashboard enables you to review your teams' case assignments through cases displayed as cards. Once you set up a layout for HR services, priorities, or assignment groups, moving of case cards between lanes, auto-updates the HR service, user assignment, or priority of cases.
- Provide a convenient and efficient way for deskless workers to seek in-person or remote assistance, report issues, and receive guidance from HR agents through designated walk-up centers.
See Agent Workspace for HR Case Management (Configurable) for more information.
Important:
Agent Workspace for HR Case Management (Configurable) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Yokohama release
- Survey responses
- View employee responses collected from an employee via the survey form sent through an HR task.
- Response templates
- Display response templates based on the language preference of selected user.
- Copy a case in Agent Workspace for HR Case Management
- Avoid having to fill in the fields of a case manually by creating a copy of a case to auto-populate the case values.
- HR Triaging Dashboard
- View your teams' case assignments based on categories such as priority, HR service, or HR assignment group. Drag a case card from one lane to another to automatically update the priority, HR service, or assignment group of a case.
- HR Walk-up
- Provide a convenient and efficient way for users to seek in-person or remote assistance, report issues, and receive guidance from HR agents through designated walk-up centers.
- Page configurations
- Configure the layout and functionality of the HR Agent landing page or HR case page. You can preview your settings before implementing them.
- PDF template preview
- Preview a PDF document template attached to an HR case rather than being able to preview only HTML document templates.
- Link child cases
- Associate child cases to an HR case.
- Delegation list
- View cases delegated to you or that you have delegated to other HR agents. The Delegation list appears only when you have activated the Granular Delegation (com.glide.granular_service_delegation) plugin.
- Agent Workspace for HR Case Management contextual side panel
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- Apply template values to the HR case without having to fill in values manually.
- Download or delete multiple attachments at once.
- Configure fields for Bulk case request
- Configure fields that you want to view in the User segment group form in bulk case request through the Case Creation Configuration form.
Activation information
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.