We all know that time is a precious commodity in support environments. Whether you're handling HR inquiries, IT service requests, or procurement approvals, there's a common bottleneck that slows everyone down: document creation.

Think about how often agents draft the same kinds of letters—onboarding emails, status updates, approvals, and policy responses. They either:

• Manually copy/paste content from templates
• Write everything from scratch
• Or bounce between ServiceNow and Word/Docs to finalize their files

The result? Lost time. Inconsistent formats. Risk of human error. But what if I told you that you could eliminate that hassle with just one feature?

Introducing: Document Templates in Agent Workspace

What is it?

Document Templates allow agents to generate customized, formatted documents directly from a record in Agent Workspace—using prebuilt templates linked to dynamic record fields.

You can generate PDFs or DOCX files populated with:

• User names
• Request numbers
• Dates
• Approval info
• Custom messages
• And anything else stored in the record

No scripting. No toggling to Word. Just one click.

Why This Feature is a Hidden Power Tool

Imagine being able to:

• Instantly generate an offer letter with the candidate’s name, position, and salary—all pulled from the record
• Auto-fill an IT compliance certificate from change request data
• Generate employee transfer approvals with dynamic routing and timestamps

Now imagine doing this:

• Without switching tools
• Without writing code
• Without inconsistencies in formatting

That’s what Document Templates unlock.

It's not just a time-saver. It enforces standardization, professionalism, and brand consistency—especially in high-volume teams like HR, Legal, and Facilities.

Real-World Use Case: HR Offer Letter Generation

Let’s say your HR team receives a case requesting a job offer letter for a candidate.

Here’s how it would go without Document Templates:

1. HR opens the case
2. Copies information into a Word doc
3. Formats it manually
4. Emails the doc
5. Saves a copy somewhere else for record-keeping
6. Rinse and repeat

Now with Document Templates:

1. HR opens the case
2. Clicks "Generate Document"
3. Selects the Offer Letter Template
4. A PDF is created with all the case variables pre-filled
5. Done—ready to email or attach to the record

⏱️ Result: Time to deliver drops by 70%. Agents love it. So do recipients.

How to Set It Up (No Coding Needed!)

You’ll need:

• UI Builder access (to configure the component)
• A document template in DOCX format with placeholders like ${caller.name} or ${requested_for.email}
• A Workspace or record page where the component is added
• The Document Templates plugin enabled

Setup Steps (Simplified):

1. Design your DOCX template using Word (with dynamic field tags)
2. Upload it into the Document Template Designer module in ServiceNow
3. Map fields to record data using the Template Designer UI
4. Add the Document Template component to your Agent Workspace record page using UI Builder
5. Configure visibility rules and access control

📌 Tip: You can even define multiple templates per record type (e.g., one for offer letters, another for probation extensions)

Pro Tips

• Use Tags smartly: Ensure your placeholder tags match the field names in your record structure
• Combine with Flow Designer: Automatically email or route the document post-generation
• Centralize templates: Maintain brand alignment across teams and geographies
• Add to your onboarding accelerator: It’s a great win for HRSD, CSM, or any team that handles paperwork

Before vs. After Comparison

Step	Manual Document Creation	Document Template in Agent Workspace
Open Case	✅	✅
Copy/Paste Info	✅	❌
Format in Word	✅	❌
Save & Upload	✅	❌
Click to Generate	❌	✅
Time Taken	10–15 mins	< 1 min

Document Templates aren’t just a nice-to-have.They're a productivity multiplier.

In a world of increasing demands and limited time, every automation counts. If you're in HR, IT, Legal, or Procurement, start looking at your most repetitive document tasks—and ask yourself: Could we templatize this?

Chances are, the answer is yes—and ServiceNow has already given you the tool to do it.