With the latest release of Washington DC, ServiceNow continues its commitment to digital transformation in HR. The new version of HR Service Delivery (HRSD) brings with it several new features that further improve the way HR teams work, focusing on efficiency, productivity and ease of use.
For HR teams, managing employee requests, onboarding, offboarding and other HR processes can be a major challenge. Perhaps you’re familiar with the idleness of complex organizational structures, a lack of speed to adapt to change and the difficulty of maintaining effective communication and employee engagement at all times?
Let’s put it this way, ServiceNow won’t solve everything, but it can be your smartest co-worker and companion, swapping time-consuming and error-prone methods for automation, generative AI and security.
Improvements to document templates:
The Document Templates application, now allows you to create HTML and PDF document templates to generate standardized letters or documents. With Washington DC, ServiceNow gives us the ability to set a language for your template and choose your preferred date format. In addition, you can now translate dynamic tokens in HTML templates into the desired language using a script. Digital signatures have also been integrated, enabling seamless signing of documents and eliminating the need for manual intervention.
Further information on document templates can be found at:
Agent Workspace additions:
In addition, the Agent Workspace for the HR Case Management application has also been upgraded. Now you can interact directly with employees, respond to requests and resolve issues more efficiently. The Washington DC version improves document security by adding authorization requirements for document access. This means personal notes can be attached, meetings can be scheduled within a case, checklist items can be added, edited, rearranged or deleted, and documents can be given an extra layer of security. You can even streamline HR case resolution by integrating a cloud contact center.
You can find more information about Agent Workspace at:
Extensions in Now Assist for HRSD:
The Now Assist for HR Service Delivery (HRSD) application has also been improved in the Washington DC version. It now allows agents to summarize case information, generate resolution notes and summarize chat information for interaction.
It is also possible to offer a higher level of service with the help of generative AI capabilities. Generative AI can be used to create solution notes or short descriptions of the case, with a minimum of 200 words required for automatic creation. Chat histories can also be pre-populated using generative AI when a case is created during a chat interaction. Handover of HR cases to another agent or group can now be done with a summary of actions up to the handover point. And with the integration of Gen AI Virtual Agent, requesters can enjoy a streamlined, conversational experience when requesting catalog items, improving self-service and reducing operational costs.
Read more about Now Assist:
With the upgrade to Washington DC HRSD, ServiceNow once again delivers new functionality that enables teams to focus more on strategic tasks, make faster decisions based on data-driven facts and automate processes, resulting in better overall people management.
As a result, ServiceNow remains a trusted partner in navigating the complexities of HR management.
Learn more about the Washington DC upgrade:
