<h2>Setting up HR Service Delivery Agent Workspace</h2><br/><div style="overflow-x:auto"> <html xmlns="http://www.w3.org/1999/xhtml" xml:lang="en" lang="en"><head><meta content="text/html; charset=UTF-8" /><meta name="copyright" content="(C) Copyright 2024" /><meta name="DC.rights.owner" content="(C) Copyright 2024" /><meta name="generator" content="DITA-OT" /><meta name="DC.type" content="concept" /><meta name="DC.title" content="Setting up HR Service Delivery Agent Workspace" /><meta name="abstract" content="Set up HR Service Delivery Agent Workspace so that your agents can engage with your employees, answer questions, create cases, and resolve issues." /><meta name="description" content="Set up HR Service Delivery Agent Workspace so that your agents can engage with your employees, answer questions, create cases, and resolve issues." /><meta name="DC.creator" content="ServiceNow" /><meta name="DC.date.created" content="2022-08-04" /><meta name="DC.date.modified" content="2022-08-04" /><meta name="page-type" content="ewf-hr-ws-classic" /><meta name="DC.format" content="XHTML" /><meta name="DC.identifier" content="configure-agent-ws-hr" /><link rel="stylesheet" type="text/css" href="../../../CSS/commonltr.css" /><title>Setting up HR Service Delivery Agent Workspace</title></head><body id="configure-agent-ws-hr"> <h1 class="title topictitle1" id="ariaid-title1">Setting up <span class="ph">HR Service Delivery</span> <span class="ph">Agent Workspace</span></h1> <div class="body conbody"><p class="shortdesc">Set up <span class="ph">HR Service Delivery</span> <span class="ph">Agent Workspace</span> so that your agents can engage with your employees, answer questions, create cases, and resolve issues.</p> <p class="p"><span class="ph">ServiceNow®</span> <span class="ph">HR Service Delivery</span> <span class="ph">Agent Workspace</span> uses the <span class="ph">Agent Workspace</span> application as a platform.</p> <div class="p">To set up <span class="ph">HR Service Delivery</span> <span class="ph">Agent Workspace</span>, you can:<ul class="ul" id="configure-agent-ws-hr__ul_sss_ztx_gjb"><li class="li">Activate the Human Resources Scoped App: Core [com.sn_hr_core] plugin.</li><li class="li">Activate the Human Resources Scoped App: Workspace [com.sn_hr_agent_workspace] plugin.</li><li class="li">Set up these components of the <span class="ph">HR Service Delivery</span> <span class="ph">Agent Workspace</span>:<ul class="ul" id="configure-agent-ws-hr__ul_imq_44d_hjb"><li class="li">Communication channels and routing.</li><li class="li" id="configure-agent-ws-hr__li_mv4_hf4_pkb">Additional components and settings that are specific to <span class="ph">HR Service Delivery</span>.</li><li class="li">Forms in workspace. See <a class="xref" href="../administer/workspace/task/configure-form-layout-AW.dita/configure-form-layout-AW.html" target="_blank" rel="noopener noreferrer">Set up forms in Workspace</a>.</li><li class="li">Workspace setup. See <a class="xref" href="../administer/workspace/concept/workspace-configuration.dita/workspace-configuration.html" target="_blank" rel="noopener noreferrer">Set up Workspace</a>.</li></ul> </li></ul> </div> <div class="section" id="configure-agent-ws-hr__section_k1p_msk_2rb"><h2 class="title sectiontitle">Roles installed</h2> <div class="p">By activating the Human Resources Scoped App: Core [com.sn_hr_core] and Human Resources Scoped App: Workspace [com.sn_hr_agent_workspace] plugins, you install the following roles: <div class="tablenoborder"><table cellpadding="4" cellspacing="0" summary="" id="configure-agent-ws-hr__table_vz4_hsk_2rb" class="table" frame="border" border="1" rules="all"><colgroup><col style="width:27.27272727272727%" /><col style="width:36.36363636363637%" /><col style="width:36.36363636363637%" /></colgroup><thead class="thead" style="text-align:left;"><tr class="row"><th class="entry nocellnorowborder" style="vertical-align:top;" id="d220424e135">HR role title [name]</th><th class="entry nocellnorowborder" style="vertical-align:top;" id="d220424e138">Description</th><th class="entry cell-norowborder" style="vertical-align:top;" id="d220424e141">Contains workspace roles</th></tr></thead><tbody class="tbody"><tr class="row"><td class="entry nocellnorowborder" style="vertical-align:top;" headers="d220424e135 ">HR manager [sn_hr_core.manager]</td><td class="entry nocellnorowborder" style="vertical-align:top;" headers="d220424e138 ">Grants access to all HR cases, profiles, and secure information.<p class="p">With this role, you can manage <span class="ph">HR Service Delivery</span> <span class="ph">Agent Workspace</span> lists and categories.</p> <p class="p">This role contains the Workspace List Admin, which is an elevated role. For more information on elevated roles, see <a class="xref" href="../administer/security/concept/c_ElevatedPrivilege.dita/c_ElevatedPrivilege.html" target="_blank" rel="noopener noreferrer">Elevated privilege roles</a>.</p> <p class="p">The Workspace user [workspace_user] role allows you to access <span class="ph">HR Service Delivery</span> <span class="ph">Agent Workspace</span> and create and access interactions.</p> </td><td class="entry cell-norowborder" style="vertical-align:top;" headers="d220424e141 ">Workspace List Admin [workspace_list_admin] <p class="p">Workspace user [workspace_user]</p> </td></tr><tr class="row"><td class="entry nocellnorowborder" style="vertical-align:top;" headers="d220424e135 ">HR case writer [sn_hr_core.case_writer]</td><td class="entry nocellnorowborder" style="vertical-align:top;" headers="d220424e138 ">Grants access to write all HR cases.<p class="p">With this role, you can access <span class="ph">HR Service Delivery</span> <span class="ph">Agent Workspace</span> and view, create, and work on existing cases. You can also access all areas of <span class="ph">Case and Knowledge Management</span>.</p> <p class="p">This role contains the Workspace user role, which allows you to perform interaction agent and interaction queue transfers.</p> </td><td class="entry cell-norowborder" style="vertical-align:top;" headers="d220424e141 ">Workspace user [workspace_user] <p class="p">Interaction agent [interaction_agent]</p> </td></tr><tr class="row"><td class="entry nocellnorowborder" style="vertical-align:top;" headers="d220424e135 ">HR agent [sn_hr_core.basic]</td><td class="entry nocellnorowborder" style="vertical-align:top;" headers="d220424e138 ">Grants access to basic HR agents to <span class="ph">HR Service Delivery</span> <span class="ph">Agent Workspace</span> modules.<p class="p">This role contains the Advanced Work Assignment Agent [awa_agent] role, which allows an HR agent to work customer interactions and manages workload across multiple service channels.</p> </td><td class="entry cell-norowborder" style="vertical-align:top;" headers="d220424e141 "><ul class="ul" id="configure-agent-ws-hr__ul_xb2_zs4_pkb"><li class="li">Advanced Work Assignment Agent [awa_agent]</li><li class="li">To see all the roles contained within the HR agent [sn_hr_core.basic] role, see <a class="xref" href="../reference/components-installed-with-case-and-knowledge-management.html" title="Several types of components install with the activation of the Case and Knowledge Management plugin, including tables, user roles, and scheduled jobs.">Components installed with Case and Knowledge Management</a>.</li></ul> </td></tr><tr class="row"><td class="entry nocellnorowborder" style="vertical-align:top;" headers="d220424e135 ">Workspace content manager [sn_cd.workspace_content _manager]</td><td class="entry nocellnorowborder" style="vertical-align:top;" headers="d220424e138 ">Lets you schedule content to workspace.<ul class="ul" id="configure-agent-ws-hr__ul_nwj_h54_pkb"><li class="li">The uxframework_user role allows you to browse and select from the library of UX component records so they can set a component reference field on any accessible table.</li><li class="li">The sn_cd.content_manager role grants access to <span class="ph">Content Publishing</span>.<ul class="ul" id="configure-agent-ws-hr__ul_w1b_t54_pkb"><li class="li">The sn_esign.config_manager role can manage the e-signature configurations.</li><li class="li">The sn_cd.content_approver role can approve content that is scheduled to appear on the <span class="ph">Employee Center</span>.</li></ul> </li></ul> </td><td class="entry cell-norowborder" style="vertical-align:top;" headers="d220424e141 "><ul class="ul" id="configure-agent-ws-hr__ul_ksf_s4z_hjb"><li class="li">UX framework user [uxframework_user]</li><li class="li">Content Delivery content manager [sn_cd.content_manager]<ul class="ul" id="configure-agent-ws-hr__ul_rmd_s5z_hjb"><li class="li">E-Signature configuration manager [sn_esign.config_manager]</li><li class="li">Content Delivery approver [sn_cd.content_approver]</li></ul> </li></ul> </td></tr><tr class="row"><td class="entry row-nocellborder" style="vertical-align:top;" headers="d220424e135 ">HR Workspace Admin [sn_hr_ws.admin]</td><td class="entry row-nocellborder" style="vertical-align:top;" headers="d220424e138 ">Lets you configure all aspects of <span class="ph">HR Service Delivery</span> <span class="ph">Agent Workspace</span>.<p class="p">The workspace_admin role allows you to configure <span class="ph">Agent Workspace</span></p> <ul class="ul" id="configure-agent-ws-hr__ul_oxt_xv4_pkb"><li class="li">The chat_admin role administers the chat tables.</li><li class="li">The uxframework_designer role has write access to UX page element records for designing UIs.</li><li class="li">The agent_workspace_user role allows you to perform interaction agent and interaction queue transfers.</li><li class="li">The sn_agent_recommend.recommendation _admin role manages agent assist recommendation configurations.</li><li class="li">The interaction_admin role allows you to administer the Interaction Management system.</li><li class="li">The workspace_list_admin role allows you to manage workspace lists and categories.</li><li class="li">The ui_action_admin role allows you to manage UI actions.</li><li class="li">The ui_builder_admin role provides permission to use the UI Builder APIs so you can create, update, read, and delete UX pages.</li><li class="li">The uxframework_user role allows you to browse and select from the library of UX component records so they can set a component reference field on any accessible table.</li><li class="li">The sn_intel_analyzer.similarity _analyzer_admin role allows you to administer the Similarity Analyzer. The Similarity Analyzer defines patterns and trends that can help you resolve a record.</li><li class="li">The form_admin role manages forms, form sections, and section elements.</li><li class="li">The personalize_form role allows you to personalize forms.</li><li class="li">The ui_notification_admin role allows you to configure notification triggers.</li></ul> </td><td class="entry cellrowborder" style="vertical-align:top;" headers="d220424e141 ">Workspace administrator [workspace_admin]<ul class="ul" id="configure-agent-ws-hr__ul_pcp_5wz_hjb"><li class="li">Chat admin [chat_admin]</li><li class="li">UX framework designer [uxframework_designer]</li><li class="li">Agent workspace user [agent_workspace_user]</li><li class="li">Agent recommendation admin [sn_agent_recommend.recommendation _admin]</li><li class="li">Interaction admin [interaction_admin]</li><li class="li">Workspace list admin [workspace_list_admin]</li><li class="li">UI action admin [ui_action_admin]</li><li class="li">UI builder admin [ui_builder_admin]</li><li class="li">UX framework user [uxframework_user]</li><li class="li">Similarity Analyzer [sn_intel_analyzer.similarity _analyzer_admin]</li><li class="li">Form admin [form_admin]</li><li class="li">Personalize form [personalize_form]</li><li class="li">UI notification admin [ui_notification_admin]</li></ul> </td></tr></tbody></table> </div> </div> </div> <div class="section" id="configure-agent-ws-hr__section_rhc_ktk_2rb"><h2 class="title sectiontitle">Rich text</h2> <p class="p">Rich text allows you to format your comments or work notes to emphasize your message and is readable across many programs and platforms.</p> <div class="p">You can enable rich text for <span class="ph">HR Service Delivery</span> <span class="ph">Agent Workspace</span> by using the <span class="keyword parmname">glide.ui.journal.use_html</span> system property (<span class="keyword parmname">sys_properties.list</span>). By default, this property is set to <span class="ph uicontrol">false</span> (off).<img class="image" id="configure-agent-ws-hr__image_gsr_rtk_2rb" src="../image/agent-ws-hr-rich-text.png" alt="HR Agent WS - Rich text" /> <div class="tablenoborder"><table cellpadding="4" cellspacing="0" summary="" id="configure-agent-ws-hr__table_o2l_ttk_2rb" class="table" frame="border" border="1" rules="all"><colgroup><col style="width:16.666666666666664%" /><col style="width:83.33333333333334%" /></colgroup><thead class="thead" style="text-align:left;"><tr class="row"><th class="entry cellrowborder" style="vertical-align:top;" id="d220424e457">Number</th><th class="entry cellrowborder" style="vertical-align:top;" id="d220424e460">Description</th></tr></thead><tbody class="tbody"><tr class="row"><td class="entry cellrowborder" style="vertical-align:top;" headers="d220424e457 "><img class="image icon" id="configure-agent-ws-hr__image_p2l_ttk_2rb" height="20" src="../image/agent-ws-hr-toggle.png" alt="Toggle compose settings icon" /></td><td class="entry cellrowborder" style="vertical-align:top;" headers="d220424e460 ">Toggle compose settings icon that you select to show the rich text editor and stacked view icons.</td></tr><tr class="row"><td class="entry cellrowborder" style="vertical-align:top;" headers="d220424e457 "><img class="image" id="configure-agent-ws-hr__image_q2l_ttk_2rb" src="../reference/images/1.png" alt="HR Agent Workspace Case form callout 1" /></td><td class="entry cellrowborder" style="vertical-align:top;" headers="d220424e460 ">Rich text editor slider that you can toggle on to turn on the rich text.</td></tr><tr class="row"><td class="entry cellrowborder" style="vertical-align:top;" headers="d220424e457 "><img class="image" id="configure-agent-ws-hr__image_r2l_ttk_2rb" src="../reference/images/2.png" alt="HR Agent Workspace Case form callout 2" /></td><td class="entry cellrowborder" style="vertical-align:top;" headers="d220424e460 ">Stacked view slider that places Comments and Work notes side-by-side or stacked above one another.</td></tr></tbody></table> </div> <div class="note warning"><span class="warningtitle">Warning:</span> If your company is using other <span class="ph">Agent Workspace</span> applications, turning this property to <span class="ph uicontrol">true</span> (on), might impact your system performance.</div> </div> </div> </div> </body></html></div>