even with an exceptional self-serve employee experience from time to time employees need the experts in their organization to provide additional high-touch help and support exceptional experience with an employee request service only matters if that service is delivered on the back end this service depends on empowering hr agents to deliver an outstanding experience you're about to see how simplified processes within servicenow's agent workspace leverage the predictive intelligence capability in order to optimize hr agent efficiency agents are able to provide a consistent experience and service level to employees and the insights gained by capturing this activity set organizations up for continuous improvement let's begin harry is an hr specialist and he's managing several questions as they come into the hr service center from the agent workspace dashboard he can see a lot of information at a glance this view enables harry to quickly and visually identify things that require his attention information that is new or updated and as well as he scrolls through there are specifically personalized pieces of content being presented to him here such as this announcement about the covet 19 policies being updated and access to shortcuts that he might use regularly in doing his work an employee named maria has emailed a complaint about a co-worker the software has automatically created a case and artificial intelligence and advanced work assignment rules ensured that the case was categorized appropriately and then used the information in the case to determine the skills as well as agent workload availability so it was auto assigned to harry this is highlighted to harry because maria is a vip employee whose cases deserve quick and special attention as he clicks to learn more it opens in a new tab multiple tabs ensure that harry doesn't have to jump around between windows or pieces of the software in order to do his work harry reviews the details of the case and realizes that unfortunately one of the senior leaders in the team has not been following the protocols around wearing masks while in the office predictive intelligence is providing and serving up relevant knowledge articles to harry to give him information that helps in resolving the case he quickly locates the health and safety policy and in scrolling through it he realizes it's a bit large and thinks it'll be easier to view in a full screen again because of the tab functionality harry doesn't lose his place and he's able to locate the verification that mass must in fact be worn at all times to comply with the company's new policies harry decides to attach the article directly to the case for easy future reference harry begins work on the case and in doing so starts by reviewing the fulfillment instructions that will guide hr agents on how to proceed the employee accused of wrongdoing in this case is a very senior leader typically harry would not be involved in investigating someone at this level so he quickly notes his reasons and then proceeds with transferring the case to a supervisor while he's finishing up the phone rings and craig is called in for help with a payroll issue it's easy for harry to open a case on craig's behalf and while craig could have of course used email or the self-service portal he happens to be out in the field right now and when he received his paycheck he found out he was short overtime pay in only a few seconds harry is able to open a case on craig's behalf and we'll begin to work to find out what the issue is with craig's pay all throughout the day multiple tabs at a glance views easy navigation and the power of predictive intelligence presenting relevant information at just the right moment in time make it easy for harry to provide exceptional employee service to anyone who needs his help for more information about how to provide the same quality hr agent experience and support to your organization check out hr service delivery on servicenow.com