If you’ve been delaying the implementation of Agent Workspace for HR Case Management (AWS), now is the ideal time to take the leap. ServiceNow has made the process easier than ever, offering a turnkey solution that can have your team up and running in just 2-3 weeks.
In this post, we’ll explore what AWS is, highlight its key benefits, and outline a few important considerations to help you personalize it for your organization.
What Is Agent Workspace for HR Case Management?
AWS is a modern, intuitive interface designed by ServiceNow to streamline HR case management. It’s built on Next Experience UI, giving HR agents a centralized, configurable workspace to efficiently manage employee requests.
With AWS, agents gain access to a sleek, user-friendly interface that improves case resolution times and boosts employee satisfaction. UI Builder further allows organizations to tailor the workspace to meet their unique needs without requiring extensive development effort.
Key Features of Agent Workspace for HR Case Management
- Personalized Landing Page
The moment agents log into AWS, they are welcomed with a customizable dashboard that provides an at-a-glance view of their most relevant data. This includes:
-High-priority cases
-SLAs at risk
-Recently accessed cases
-Important messages and links
The landing page ensures that agents start their day with a clear view of their workload, making it easier than ever to prioritize. - Customizable Case Lists
Agents can create personalized case lists to view their workload in the way that best suits them. They can also:
-Rearrange columns
-Adjust filters
-Tailor views to bring the most relevant information to the forefront
This flexibility enhances efficiency and reduces the time agents spend searching for cases. - Quick Access to Key Resources
AWS consolidates everything an agent needs within a single interface. While working cases, agents can effortlessly:
-View employee profiles
-Reference knowledge articles
-Review past case history
-Use internal chat for collaboration
-Leverage email templates for faster responses
By minimizing the need to switch between multiple screens, AWS significantly reduces case resolution times and improves employee experiences. - Multi-Channel Communication
Agents can manage incoming chats and HR cases with Advanced Work Assignment (AWA), which ensures that cases are routed to the right person based on:
-Skills-based assignments
-Workload balancing
-Priority settings
This leads to faster response times and better service delivery for employees.
Preparing for Your AWS Implementation
✅ Ensure You Have Next Experience UI Enabled
AWS requires the Next Experience UI, so if your instance is still using the classic UI, this is the first step.
✅ Define User Access & Security
Determine which agents and assignment groups will handle cases in AWS. Using Center of Excellence (COE) tables and COE security, you can ensure that agents have the right access to the cases they need.
✅ Migrate Custom Fields
If you’ve added custom fields to case forms in the classic UI, note that these do not automatically migrate to AWS. They will need to be manually added using UI Builder.
✅ Prepare for the Transition from the Classic HR Agent Workspace
If you’re currently using HR Service Delivery Agent Workspace (Classic), it is no longer supported by ServiceNow. You can migrate to Agent Workspace for HR Case Management keeping in mind that:
-There will be items that will need to be reconfigured, such as custom fields on forms.
-Personalized lists cannot be migrated and will need to be recreated in AWS.
-Agents may require some training on the new interface to maximize efficiency.
How Does AWS Compare to Traditional HR Case Management?
If your HR team has been using traditional HR Case Management or the HR Agent Workspace Classic, you might be wondering how AWS stacks up. Here’s a breakdown of how these solutions compare:
| Feature | Traditional HR Case Management | HR Agent Workspace Classic | Agent Workspace for HR (Configurable) |
| User Interface | Standard ServiceNow UI (classic forms and lists) | Basic workspace, limited customization | Next Experience UI with a modern, customizable layout |
| Personalization & Configurability | Minimal UI personalization | Limited flexibility; some personalization possible | Fully configurable with UI Builder for tailored agent experiences |
| Navigation & Usability | Multiple screens and tabs required | Improved navigation but not optimized | Streamlined interface with everything in one workspace |
| Case & Knowledge Access | Requires manual navigation | Improved but not fully integrated | Knowledge, case history, and employee info at-a-glance |
| Automation & AI Features | Basic workflows | Some automation | AI-driven recommendations, Quick Actions, and Task intelligence |
| Multiple Communication Channels | Email and basic chat | Chat supported, but not deeply integrated | Integrated chat, Advanced Work Assignment, and real-time interactions |
| Performance & Scalability | Slower, dependent on classic UI | Moderate performance | Optimized for speed and efficiency with Next Experience UI |
| Migration Complexity | No migration needed | Legacy system–does not migrate automatically | Easy to implement; some manual migration required from Classic |
If you’re still using Classic, now is the time to move to the fully configurable AWS experience!
Where to Go From Here?
Moving to Agent Workspace for HR Case Management isn’t just about upgrading technology—it’s about empowering your HR team with the tools they need to work smarter and faster.
Need help making the switch? Stridepath Consulting has successfully implemented AWS for countless organizations. Contact us today at [email protected] to get started!
About the Author: Ally Walczak has 17 years of HR industry experience including Client Relations, Training, Organizational Change Management, Sales, and Consulting. She enjoys working closely with clients to enhance their employee experience.
