Agent Workspace for HR Case Management release notes
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- UpdatedFeb 1, 2024
- 3 minutes to read
- Washington DC
- Release Notes and Upgrades
The 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 Washington DC release.
Agent Workspace for HR Case Management highlights for the Washington DC release
- 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.
Important: Agent Workspace for HR Case Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Washington DC release
- 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.
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.