Exploring Agent Workspace for HR Case Management

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Exploring Agent Workspace for HR Case Management

    Agent Workspace for HR Case Management is a centralized platform that enables HR agents to efficiently manage employee HR requests. It provides a unified interface to view, prioritize, and act on HR cases, interactions, tasks, and team-related activities.

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    Key Features

    • Home Page: Serves as the starting point with quick access icons and an overview of high-priority cases, SLA risks, and recent updates.
    • Navigation Icons: Accessible from any screen, these include:
      • Home Icon: Offers a snapshot of work priorities and team-impacting items.
      • Learning Icon: Manages coursework and career development content via customizable catalogs.
      • Lists Icon: Displays all HR cases and related records with filtering and sorting capabilities.
      • Analytics Center: Provides dashboards and data visualizations with an option to query analytics.
      • Calendar Icon: Shows work schedules, assignments, and allows management of personal events and shift swaps.
    • Tabs: Show open HR cases and lists; case number tabs provide quick case details on hover and can be customized to display additional information.
    • Add Icon: Quickly create new HR cases or document employee interactions to ensure comprehensive record-keeping.
    • Overview and My Team Dashboards: Visualize case data by priority, SLA status, and team assignments to support effective workload management.
    • Content Delivery Section: Provides company information, links, and tools at the bottom of the landing page for easy access.

    Key Outcomes

    With Agent Workspace for HR Case Management, ServiceNow customers can expect streamlined HR request handling, improved prioritization of cases based on urgency and SLA risk, enhanced team collaboration through shared dashboards, and efficient tracking of employee interactions. This workspace empowers HR agents to deliver responsive and well-organized service, ensuring employee inquiries and issues are addressed promptly and effectively.

    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 .
    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 Portal content.