--- sourceDocument: Zurich Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/employee-service-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Install Workplace Case Management # Install Workplace Case Management {#ariaid-title1} * Release version: Zurich * * Updated July 31, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read Install the Workplace Case Management application from ServiceNow Store applications. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html). {#install-workplace-case-mgmt__install-portfolio-planning-info} ## Before you begin Complete the following setup checklist.{#install-workplace-case-mgmt__table_vpg_zst_5jb__entry__2} | Setup tasks | Description | |-|-| | Verify that Workplace Service Delivery - Core (sn_wsd_core) plugin of minimum version 2.0 is activated. | Navigate to Subscription ManagementSubscriptions in your instance. The list displays the subscriptions that your organization has purchased. | | Verify that Workplace Case Management (sn_wsd_case) plugin is activated. | Navigate to Subscription ManagementSubscriptions in your instance. The list displays the subscriptions that your organization has purchased. | [Table 1. Setup checklist] {#install-workplace-case-mgmt__table_vpg_zst_5jb} Activate the Workplace Service Delivery - Core plugin of minimum version 2.0 (sn_wsd_core) in your ServiceNow instance before you install Workplace Case Management. Use the following details when required: * Name of the application: Workplace Case Management * ID of the application: sn_wsd_case {#install-workplace-case-mgmt__ul_x31_cc2_tmb} Role required: admin ## About this task ## Procedure 1. Navigate to System ApplicationsAll Available ApplicationsAll. {#install-workplace-case-mgmt__step_activate_plugin_wsd} {#install-workplace-case-mgmt__step_activate_plugin_wsd} 2. Find the application using the filter criteria and search bar. You can search for the application by its name or ID. If you cannot find an application, you may have to request it from ServiceNow store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).{#install-workplace-case-mgmt__inline-send-to-store} 3. Click Install. {#install-workplace-case-mgmt__step-install-store-app} {#install-workplace-case-mgmt__step-install-store-app} 4. In the Application installation dialog box, review the application dependencies. Dependent plugins and applications are listed if they will be installed, are currently installed, or need to be installed. If there are any plugins or applications that need to be installed, you must install them before you can install Workplace Case Management.{#install-workplace-case-mgmt__p_rkh_nfg_h1c} {#install-workplace-case-mgmt__step-review-dependencies} {#install-workplace-case-mgmt__step-review-dependencies} 5. **Optional:** If demo data is available and you want to install it, click Load demo data. Demo data comprises sample records that describe application features for common use cases. Load demo data when you first install the application on a development or test instance.{#install-workplace-case-mgmt__p_skh_nfg_h1c} Important: If you don't load the demo data during installation, it's unavailable to load later. {#install-workplace-case-mgmt__step-load-demo-data} {#install-workplace-case-mgmt__step-load-demo-data} 6. Click Install. {#install-workplace-case-mgmt__step-install-end} {#install-workplace-case-mgmt__step-install-end}{#install-workplace-case-mgmt__steps_vq3_spt_rmb} **Related concepts** * [Smart Assessment for Workplace Case and Task](https://www.servicenow.com/docs/23YwBGFlyltdDc~9tHiAuw "Smart Assessment enables workplace case managers to create structured assessment templates with customizable questions and sections. These assessments can be automatically triggered based on specific conditions, such as state changes in workplace cases and tasks. Workplace agents complete these assessments as part of their workflow, ensuring standardized data collection and quality control.") * [Automating seat assignment for new hires](https://www.servicenow.com/docs/hF2nTpXdXyXdKKkRfIU62g "Use HR Service Delivery and Workplace Service Delivery to automatically assign a seat for the new hires in your organization.") * [Configuring a record producer for request edit](https://www.servicenow.com/docs/efzfWPXoTZeXa6uyuq0tIQ "Configure a record producer for editable workplace service requests.") * [Configuring a record producer for reservation](https://www.servicenow.com/docs/vepsZmnKyv_AIZD5bp8B0w "Configure a record producer to integrate it with Workplace Reservation Management.") **Related tasks** * [Create a Workplace case template](https://www.servicenow.com/docs/U9R3m8O3~x231cOuX2MJXw "Create a Workplace case template for use when creating workplace services.") * [Create a Workplace task template](https://www.servicenow.com/docs/WUZP6B9cYUB64bXlFE9TBQ "A Task template simplifies the process of creating tasks in Workplace Case Management by populating fields automatically.") * [Configure Approval options](https://www.servicenow.com/docs/aCsD7gXMiYa4tyrFesKKIA "Add approvers to approve cases created through Workplace services.") * [Configure a Record producer](https://www.servicenow.com/docs/w2ChE9_twf~4l34xrUc5hg "Make a Workplace service available to employees as a self-service option. Configure a record producer to display the service as a catalog item in the Workplace Services catalog.") * [Create an SLA Definition](https://www.servicenow.com/docs/yMTK7M5PNgSRfrFFH174wA "Configure SLAs to ensure that cases are resolved according to the expectations of customers. SLAs set up performance parameters, such as specifying minimum uptime or the amount of time that a task needs in order to reach a certain condition.
") * [Create a Workplace service](https://www.servicenow.com/docs/8xMgY6NvGeeilJlMKm5c5g "Create a workplace service with pre-defined steps of fulfillment. Select the fulfillment type required based on the workplace service. Create workplace services like catering, office supply request, parking, or any service to support employees needs.") * [Add a workplace service item to a workplace service](https://www.servicenow.com/docs/VVWF0jplAkJpCYhm~LRcOA "Configure a workplace item that an employee can order along with a workplace service request or as part of the reservation. For example, while making a reservation, an employee can order a workplace service item such as catering, an additional chair, whiteboard, marker, and more.") * [Create a workplace template configuration](https://www.servicenow.com/docs/dXD3I4AK2lXps1j6q6FmNg "Define a template that must be applied to fulfill a workplace case. Set conditions based on common employee responses for requests. The template will be applied to those workplace cases that match the conditions specified.") * [Create a workplace field mapping](https://www.servicenow.com/docs/sUUFcykfJXUjtJSWdVcrSQ "Create a field mapping record to copy the field information of a parent case to the child workplace service activities or to workplace item-related tasks. Skip the process of re-entering the same details of a parent case to a child case by using field mapping records.") * [Configure an escalation rule](https://www.servicenow.com/docs/ncCPwAn3yf9tWKeZuRdV_Q "Escalate a workplace case to the relevant assignment group by using an escalation rule.") * [Add Fulfillment instructions](https://www.servicenow.com/docs/CYCbeUEYCWuIIefY5Rud~A "Provide instructions to workplace agents on how to fulfill a workplace case. Add instructions for new workplace agents and for complicated workplace cases.") * [Group similar workplace cases under a parent case](https://www.servicenow.com/docs/PiLEiYAY2TTPceLs~a3P~g "Categorize cases that have similar issues and that require the same resolution under a single parent case. Reduce the time spent on resolving multiple workplace cases.") *[\>]: and then