Agent Workspace for HR Case Management (Configurable)
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- UpdatedFeb 1, 2024
- 7 minutes to read
- Washington DC
- HR Service Delivery Non-Scoped
Agent Workspace for HR Case Management (Configurable) is one of two workspaces available for the HR Service Delivery application and uses the Next Experience user interface. It is built on a configurable UI Builder version, which makes it easy to configure and extend according to business needs.
Comparison between HR Service Delivery Core UI, HR Service Delivery Agent Workspace (Classic), and Agent Workspace for HR Case Management (Configurable)
HR agents can work on HR cases using HR Service Delivery Core UI, HR Service Delivery Agent Workspace (Classic), or Agent Workspace for HR Case Management (Configurable). Review the following details to understand the key offerings and differences between these applications:
- The HR Service Delivery Core UI enables you to create, view, or work on an HR case in a form view.
- The HR Service Delivery
Agent Workspace (Classic) gives you the ability to create custom workspaces from the Agent Workspace framework. Note:
- HR Service Delivery Agent Workspace (Classic) is being prepared for deprecation. It will be hidden and no longer available for activation, but will continue to be supported till the Xanadu release. For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base.
- If you are an existing user of HR Service Delivery Agent Workspace (Classic), you can migrate to the Agent Workspace for HR Case Management (Configurable) for enhanced features and capabilities. See Migration Guidelines.
- The Agent Workspace for HR Case Management (Configurable) is a refactored version of the classic agent workspace experience built on a configurable UI Builder version. This application puts all the tools that you need in one place so that you can interact with employees, respond to inquiries, and resolve issues quickly.Note: If you’re a new customer of HR Service Delivery, activate the Agent Workspace for HR Case Management (Configurable) application from the ServiceNow® Store.
| Functionality availability | HR Service Delivery Core UI | HR Service Delivery Agent Workspace (Classic) | Agent Workspace for HR Case Management (Configurable) |
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| Personalize landing, record, list, and case creation pages |  |
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| Single-pane view | |
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| Integrate communication channels | |
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| Agent assist | |
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Leverage UI Builder
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| Multi-tab view | |
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| List view | |
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| Record view | |
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| Case creation | |
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| Bulk case creation | |
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| Add checklists for HR cases | |
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| Contextual side panel | |
Note: Only a few features are available in the contextual side panel. For a new set of features introduced in the panel, migrate to Agent Workspace for HR Case Management (Configurable). |
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| Create reminders to enable timely communication | |
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| Create additional cases while working on an HR case | |
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| Send email feature | |
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| Create and use interaction records | |
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| ML-driven personalizations | |
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| Supports employee document management | |
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| Agent chat | |
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| View Service Level Agreements(SLAs) | |
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| Supports Conversational SMS service channel application | |
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| Custom My Lists | |
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| Document templates | |
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| Response templates | |
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