Configuring Workplace Case Management

As an admin, you can configure Workplace services and enable Workplace Services users to submit requests through it. The application enables you to configure workplace services with pre-defined fulfillment types.

The ServiceNow® Workplace Case Management application enables you to administrate all the workplace services and cases created using these workplace services.

As a workplace case admin or a case manager, you can perform the following actions.

• Configure Workplace services.
• Configure Case templates for workplaces cases.
• Configure Task templates for workplace tasks.
• Configure Record producers and link them with a workplace service.
• Configure the Approval options and select the type of approvals that are required for a service activity.

• Create Workplace Service Activities such as tasks, approvals, and child cases.

• Install Workplace Case Management
  Install the Workplace Case Management application from ServiceNow Store applications. Visit the ServiceNow Store 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.

• Create a Workplace case template
  Create a Workplace case template for use when creating workplace services.
• Create a Workplace task template
  A Task template simplifies the process of creating tasks in Workplace Case Management by populating fields automatically.
• Smart Assessment for Workplace Case and Task
  Smart Assessment enables workplace case managers to create structured assessment templates with customizable questions and sections. These assessments can be automatically triggered based on specific conditions, such as state changes in workplace cases and tasks. Workplace agents complete these assessments as part of their workflow, ensuring standardized data collection and quality control.
• Automating seat assignment for new hires
  Use HR Service Delivery and Workplace Service Delivery to automatically assign a seat for the new hires in your organization.
• Configure Approval options
  Add approvers to approve cases created through Workplace services.
• Configure a Record producer
  Make a Workplace service available to employees as a self-service option. Configure a record producer to display the service as a catalog item in the Workplace Services catalog.
• Configuring a record producer for request edit
  Configure a record producer for editable workplace service requests.
• Configuring a record producer for reservation
  Configure a record producer to integrate it with Workplace Reservation Management.
• Create an SLA Definition
  Configure SLAs to ensure that cases are resolved according to the expectations of customers. SLAs set up performance parameters, such as specifying minimum uptime or the amount of time that a task needs in order to reach a certain condition.

• Create a Workplace service
  Create a workplace service with predefined steps of fulfillment. Select the fulfillment type required based on the workplace service. Create workplace services like catering, office supply request, parking, or any service to support employees needs.
• Add a workplace service item to a workplace service
  Configure a workplace item that an employee can order along with a workplace service request or as part of the reservation. For example, while making a reservation, an employee can order a workplace service item such as catering, an additional chair, whiteboard, marker, and more.
• Create a workplace template configuration
  Define a template that must be applied to fulfill a workplace case. Set conditions based on common employee responses for requests. The template will be applied to those workplace cases that match the conditions specified.
• Create a workplace field mapping
  Create a field mapping record to copy the field information of a parent case to the child workplace service activities or to workplace item-related tasks. Skip the process of re-entering the same details of a parent case to a child case by using field mapping records.
• Configure an escalation rule
  Escalate a workplace case to the relevant assignment group by using an escalation rule.
• Add Fulfillment instructions
  Provide instructions to workplace agents on how to fulfill a workplace case. Add instructions for new workplace agents and for complicated workplace cases.
• Group similar workplace cases under a parent case
  Categorize cases that have similar issues and that require the same resolution under a single parent case. Reduce the time spent on resolving multiple workplace cases.

Parent Topic:Workplace Case Management