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Agent Workspace › HR Service Delivery › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

HR Service Delivery Playbook

HR Service Delivery Playbook provides a single-pane view of all tasks and steps for resolving lifecycle event cases.

Important:

  • HR Service Delivery Agent Workspace (Classic) is now deprecated and no longer supported or available for new activation. 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.

Note: Only lifecycle event cases are supported at this time.

Having all case information in a single pane allows you to quickly and easily decide what your top priorities are. Having top priorities allows you to:

  • View all in-progress steps across different departments so you don't waste time searching and opening different forms.
  • View all completed actions.
  • Easily and quickly see what you should do next.

Lifecycle event cases

Because there can be multiple activity sets in a lifecycle event case that also contain multiple activities, being able to view all aspects is crucial to an HR agent.

Using an accordion button, you can expand or collapse activity sets to view the activities within.

Within an activity set, you can view all tasks, state, owners, and can take action.

Note: For more information about lifecycle events, see Lifecyle events for enterprise.