all right hi everyone Welcome to our live on service now webinar for what why and how of agent work space for HR case management I'm am nyak I'm an outbound product manager in the employee workfl business unit I'll be leading the webinar today joining me are co-presenters abinav Kumar and michah Sheridan abinav and Mike do you want to say a quick hi to the group so they know who our panelists are sure so hello everyone I'm Mike Sharon from the product success team here at service now and I'll pass it out aov hey hi everyone I'm abov I'm the senior inbound PM for the hrst agent workspace thank you both uh we may see goken from our development team join as well so if you do see answers coming from him in the Q&A know that he's from our development team today we will be covering content in the same order of the what why and the how of agent workspace before we get uh started on that there are a few starter slides that we will cover so the first one is our safe habus slide during the webinar we may make some forward-looking statements that our subject is changed so please do not make any buying decisions based off of the forward-looking statements we make today's webinar is part of our live on service now U events which is a curated event series to connect you with service now experts so your develop your deployment journey is faster and you end up achieving value faster the QR code on the screen will give you the various uh webinar and 360 exchanges that we have planned I'm also going to paste in chat uh live on service now employee experience events so if you go to the link that's pasted in chat you'll be able to see what are the other employee experience events that's planned and you can register for them a few housekeeping rules today we'll be taking Q&A in the form of the Q&A panel at the bottom of your screen we will not be monitoring chat and based on what content we have planned today we may not have time to answer Q&A live but we will be answering them in the panel so please ask your questions in there through the webinar and after the event I plan to capture the Q&A into a PDF and attach it to the event page itself so let me share the event page link as well if you can subscribe to this event page whenever there's an update made to the event page you'll get a notification so we'll put in the Q&A as a PDF and that'll also capture any unanswered questions if we have for today in that for your reference today's uh webinar will be recorded and the recording as well as the slides will be updated on the same event page after the event you will be prompted with a short survey we will all appreciate your time taking you know that you take to fill out the survey and let us know what you thought about our session today now with the initial set complete let's get started so our first uh start will be of a poll so I just launched the poll we would really like to understand where you're all at with your journey with agent workspace are you using classic agent workspace today or configurable are you using configurable agent workspace specifically are you aware of what are the advantages of configurable agent workspace over what code UI provides as well as what classic or Legacy provides and the other part the last question here is if you have already implemented configurable agent workspace abinav and I would like to connect with you to understand your implementation Journey more and understand your experience the good the bad the challenges all of it so if you're open to having that conversations please let us know through the last question and I will set up a sync with you further to um have that one-on-one conversation so I see responses coming in I will uh leave that poll on so you can feel free to keep responding to it in the interest of time I'll go ahead and proceed us along once I see responses slow down I'll end the poll uh between the webinar all right so agent workspace for HR case management before we get into what exactly that means let's first understand what is Agent workspace so agent workspace is a product feature that enables an HR professional to better service a given request and how it does that is it provides a unified workspace bringing in various components or pieces that an agent requires to solve the case it could be bringing in employee information it could be bringing in the various aspects of case management or collaboration tools that are required and all of this in one place so today if you look at agents dayto day if you look at this picture on the on the slide agent in the center with all the multiple things that they're doing multitasking on understanding where's the request coming from is it a chat or is it a call Que working on their existing workload working on understanding what are the long running cases and if they are breaching SLA in the flow of their work identifying what the employees what their previous cases have been or even understanding their location all of these are things that are in siloed modules that the agent looks for and our agent workspace aims to bring all of this together in one place so that it in turn impacts agent productivity and efficiency along with this it also brings a very modern user interface with a multi-tab and a multi- pain experience you'll see that as part of the demo um to what I'm referring to as multi-tap and multiplane now coming to agent workspace for HR case management this is also as a configurable agent workspace this is the latest version of agent work space available uh and this was released in March 2022 around San Diego as per licensing this is available with HR standard professional and Enterprise this particular version of agent workspace is built on UI Builder which is our web user interface for our JavaScript based framework called as next experience and this agent workspace provides a lot of flexibility to an admin to configure their Pages or components of agent workspace F the requirement in their organization so you you'll kind of see in the later half of the webinar of what UI Builder is and how can one configure uh things in UI Builder Mike will actually walk us through that demo now to understand why Agent workspace right it does bring in all these multiple components together for an agent to view in one single pain so any time an agent is working on a Case almost always you'll see them multitasking into another case I otherwise a call or somebody's saying my case is urgent or it's escalated so the context of where the agent left that case either in a subtab is retained versus them overlapping the next case that they are working on so it provides a great single pain view for agents on what they're working on it provides integration to communication channels there are features like agent chat and advanced work assignment wherein we won't be talking about it much in detail but just to give you an understanding that is um an integration with communication channels wherein work items come in and automatically route to agents who have the cap capability the skill as well as availability to service that particular case along with this agent workspace also brings in uh agent assist which is recommendations to the agent on what can be used to solve the case faster as well a lot of other resources that the agent will be we'll find useful while servicing a case now apart from this the next slide will show us the core use cases so when you think of HR case management here are some of the core cases core tasks that an agent performs be it going to a case from a landing page or a dashboard or making sure that whatever information is provided while creating the case is well received and well captured in the case communicating to the person who's created the case about the ongoing the case or finding out knowledge articles attaching it to the case all of these are also part of agent workspace so it does take care of the Core case management aspect as well for the agent when we do talk about the Core case management features uh you will observe that as part of the webinar as well as on community you see these terms quite often being used so I wanted to use this slide to set that context of what do we mean when we say core UI what do we mean when we say classical called Legacy agent workspace or configurable agent workspace so the first screenshot on the left top is core UI so what that means is the HR case that is opened in the form view or the list view outside agent workspace so it's just the platform view of a case now when you talk about agent workspace one could be referring to the Legacy agent workspace or configurable agent workspace Legacy agent workspace was released as part of the family plug-in several releases back and the name of the plugin is HR service Delivery Agent workspace the configurable agent workspace is the latest and the greatest version of um agent workspace and it's a store application so understand that configurable agent workspace is not just an upgraded version of Legacy agent workspace with that I mean that you cannot do a oneclick upgrade and move into configurable it is a migration if you are moving from Legacy agent workspace into configurable agent workspace from the screenshot you may feel that it looks the record page looks very similar but please note that the underlying stack is very different so there is more configurability and more flexibility that comes with configurable agent workspace let's take a look at the difference between um configurable agent workspace and Legacy agent workspace so configurable agent workspace is built on UI Builder what this brings is each page is built with component that are editable by the Admin so this gives a lot of power to the admin to configure Pages however they wish based on the organizations need it also allows admins to create variants to pages so they can cater specific pages to specific audience and not have one strict page it also brings in flexibility with branding and styling whereas Legacy agent work space is quite restrictive in these aspects the other call out here is every new innovation that we making will be on configurable agent workspace for example our now assist features are all going to be on configurable agent workspace any new feature or or fixes are now coming on configurable agent workspace for example our bulk case creation feature safe Hub call out here this is a feature that we are releasing in our May 2024 release which is upcoming in a month but this is a feature that was supported in core UI which did not exist in the Legacy a workspace but we are releasing support for this feature in configurable agent workspace so as of Vancouver release Legacy agent workspace is in a deprecation phase so we don't allow installing or activating that plugin on any new customer instance and come zanadu release we will be end of support for legacy agent workspace so if you are on Legacy agent workspace and are looking to move to configurable agent workspace we do have migration guidelines available for your consideration ation so please make sure you go through these guidelines and then plan your migration accordingly the effort to migrate will completely depend on how customized is your legac legacy agent workspace so from here on everything we talk about in this webinar will be strict to configurable agent workspace so whenever an agent uh is using our configurable agent workspace pretty much they are using one of these pages so the landing page is the first page where an agent lands when they're using the workspace our aim with this page is to provide agent one place to see how their day looks like today so it's going to be very curtail to their uh case load so it'll show them what is the cases assigned to them that are SLA at risk what are the higher priority cases assigned to them and it also gives them some information about how their team's workload is looking like the record page which is the one on the right this is where an agent will spend time when they're working on a specific case where they'll get support in terms of recommendation and resources the third page is the list page this is where an agent can access the lists that are configured by the Admin as well as list that they have created some agents really prefer working through lists rather than a landing page so this is where they can create whatever list they want and then work from that the fourth one is the case creation page this page in particular particular in the flow of work an agent almost always ends up creating a new case and this particular case creation page comes into picture when an agent is creating a new case so we will go through this in the demo so you'll be able to see it uh further before we get into the demo I want to highlight some terms in terms of what the record page brings so the first one is stabs so if you see the highlighted section in a red you'll see that every case that the agent opens opens in a separate Tab and this tab is not on the browser this is something that's opening in agent workspace so if I'm working on a given case any subtab I open will not be on the parent tab level but will be a subtab under the parent case so at a given point in time you can always know what you did in that case last the next one is the related items menu bar so all the related records we as you remember when core UI are all the way at the bottom this has been raised to the top so an agent doesn't have to scr scroll through all the way to the bottom to access any of the related records next one is the form header this kind of gives you a view of what is the service who is the subject person and this is definitely configurable by the Admin to say a quick view of what the case is about contextual sidebar we'll go through each of these icons in detail but this is primarily the place where the recommendations and resources are made available to an agent in their flow of work as part of the record page is also the form section this is where you will get details of the case what is the status of the case priority who's it created for who is it assigned to the second pane is the activity stream so you can actually see what are the changes that's happening on the case and the last one here is the pain toggle which gives an agent a preference of how they would like to see this particular case form so they can collapse and expand the activity stream or the details stab now we'll go into a quick walkth through or a demo as part of my demo we'll go over the four pages that we've discussed we'll take a look at what are some of the common configurations in terms of the list as well as the case cards I'll quickly show you what we have in terms of admin configurations as guided setup and an outof boox uh dashboard so let me quickly switch my screen into an instance uh a bit of mic and one of if you confirm you're able to see the instance yes perfect thank you so on this instance I'm impersonating an HR agent called Roger seed once Roger seed is on an instance and they go to workspace here is where they select HR agent workspace and that brings them to this landing page so as they land on this land page you can see that these first three sections of what is provided out of box is specific to that agent so these are single score cards which tell the agent that there are 40 cases assigned to them which are SLA at risk same goes for this so these three case cards are specific to the agent and this is a corosal component that sits with a list of all the cases that hit a criteria again all of these are things that the admin can configure next you will see that there are cards which represent their teams and agents teams work so Roger team has 578 cases which are s reached and you get more information of how the team is performing and the last three wigets here on the landing page which is the announcement the quick clink and my frequently used apps these are widgets that come with content delivery plug-in so the the aim here is that if there are any uh scheduled contents that is for Roger seed that is specifically visible to Roger seed an admen can make those available in the landing page itself because day in day out an agent is on this page and doesn't have the bandwidth to go into employee portal to see what the announcements are we make it readily available here so that they are aware of what's happening in the organization and have access to some of the quick links and apps that they frequently use the second icon on the left is the list icon so this is pretty much where an agent can access the list that an admin has created for them so when you don't expand them these are all called as the list categories and when you expand them these are lists under this particular list category so the first tab lists is everything that the admin has configured and in agent can access this based on what is available and accessible to them my list is where an agent can create their own list so if an agent goes ahead and adds new list they get two options to create a list they can either create it from an existing list so I can just pull up whatever an admin is created and then add in new filters over here to make it just customizable to me or I can create my own from scratch wherein I can select a source which is pretty much a table and then create a new list but whatever list I create will sit under my list the third icon here is the inbox this is primarily for agent chat and advanced work assignment so we will not be going through this in detail but I'll give you a quick idea of what it is so here an agent can actually select the status of being available to accept a work item or a basically their status and then based on that whatever work item or request comes in an agent will be uh provided with a card here where they can accept the work item and start working on the case or reject it based on their availability the last icon here is the analytics Center the analytics Center provides um an agent with dashboards data visualization and kpis so dashboards out of box we have several Dash dashboards available but based on the agent access for Roger seed there are these three dashboards available so if I click into one of these dashboards which is HR agent you'll see that for Roger seed it's showing his open backlog what are his preached cases unassigned cases as well as more information around um their uh state of their cases which is in their backlog as well as an assigned case distribution so each of these are not interactive but definitely D drillable so if you click on this it will take you to the list view to see um what are the cases that form that data now let's go on to a record uh a record page and see what is available so this is one of the cases that Roger is working on I'll also open simultaneously I'll open few other cases so I'll show you the multi-tab view so now Roger seed is working on three of these cases so you can see each of them is a tab that's opened in agent workspace and not the browser now in this case say I am looking at task SLA and I open this particular record you can observe that that particular record opens as a subtab under this case rather than a parent tab so if I ever have to switch into another case I finish this case and I come back to this I know where I was working on this case last so this is really helpful for a lot of our agents um when they are multitasking on cases now from the slide deck you you all probably remember the various terms used here some of them that I want to highlight will be um The multi-tab View as well as let me expand this a little bit so you can see the contextual panel here let's go through the contextual panel so the first icon is add a glance so whenever an agent works on a case the some of the common things that they do are to understand where is this employee based out so a location is something that they commonly try to understand so providing employee information providing which department that the employee is in as well as what are some of the recent cases that was created for this employee gives an agent an overview of what the employee might need and serve them better so our atag glance panel helps provide that overview or that big picture to the agent second one is Agent assist this is where knowledge articles that are applicable to this case reflect so an agent can always access these articles and use them while servicing the customer it could be internal knowledge based articles for the agent to understand how to solve a particular case or it could be external knowledge based articles which is uh readable for the customer so we've provided an open for toggle here so when the agent clicks on this or toggles this to search as open for the articles that are provided here are the articles that are readable by Adela so the agent can know that if they do attach this particular article to the case the employee has readable access to it next one is employee documents the this icon becomes available only when employee document management plugin is activated and any employee document that's available for this employee will reflect in this icon the next one is attachment so any attachments that are made part of the case will be available here response template so so these are uh templates reusable templates that are built for the agent on the table by the Admin so it could be as simple as acknowledging the case so if you look at this template it just provides the agent an easy template of saying that we've received the case we working on it and this is the channel in which we will communicate with you so you can just copy this template add it to the comments and send it to the employee fulfillment instructions these are targeted uh instructions for an employee to service this request and these can be built on the service these can be catered to a particular group they can be cater to further additional conditions and so on checklists these are checklist of items that are required to be completed by the agent to service the customer s the employees successfully and these are primarily created on an HS service level email template if there are any templates that have been created on the table for emails basically with the subject line and a body that template will show up in the email template section the last one we have is personal notes I will not go in detail over here because abina will be covering this in our February release highlights this is a new feature that we've released as a February store so he he'll walk you through this now in terms of things that the agent can um configure or their preferences so if a Roger seed goes to his preferences for uh workspace they have these two options which is showed the sidebar so if I just disable this all it does it takes the sidebar Away by default but if the agent clicks on these it definitely comes back so it's just an option for them to select the preference of what happens by default same goes with show the ribbon a ribbon component is a component that sits above the related records and it is something that is configurable by the Admin and agent by this preference just chooses to say whether they want to see that ribbon component by default or not now in terms of configurations that are available to the admin definitely because it is built on UI Builder it's very detailed in what can be configured by the Admin through UI buildup but there are some of the common configurations that an admin performs specifically in terms of the landing page that is these three cards case cards as well as if you see these highlighted in blue and green these are called as tags so admin has placed a tag here for the agent to know even in the high high priority cases that they have there is one case that is for a VIP so the agent can choose to work on this case with highest priority compared to the other based on these tags so you can make use of any tagging system that you have in your organization here so I'll show you where an admin can make case card configurations as well as the tagging configurations along with that I'll also show you where an admin can modify these lists so let me end impersonation and go back to the admin and here for the case card it's going to be uib HR case card configuration as well as I'll open the tag configuration as well in another tab so this is where an admin can create the case card configuration so here the admin specifies the details of what is the case card and what type of cases will match this filter so you see that for a high priority case it has to be priority critical and high assigned to me and true you can also add secondary sorts here by using the ad sort button here in terms of tag configurations if you remember the VIP tag the tag configuration section is where the admin will create these tags so they can add in a condition of what needs to be tagged and and what is the tag text that is available in terms of the list categories and um uh in terms of the list categories what I can show you in the interest of time is our guided setup so if you type in agent workspace for oops agent workspace for HR case management the very first subm module you get is our guided setup so this is very detailed in terms of what all is configurable by the Admin and they can go to configure it so once this load you'll be able to see that from theming to branding to all the way to fulfillment instructions and more you'll get details of what all can an admin configure so this is pretty much what I had for my demo um and after this I know since uib is our foundation or there is a lot that one can do with the uib Mike will kind of walk us through the uib structure and also some of the leading practi and common configur configurations that one makes so Mike whenever you're ready you can take over the screen awesome um are we GNA leave the poll up just so I know to minimize it or I'll end the poll I saw that it's h stops I'll go ahead and end the poll all right I'll go ahead and share in the meantime okay so what we're going to talk about today is I'm going to get into some of the specifics on HR uh agent workspace in terms of UI Builder and some of the more um Advanced configurations that we do in UI Builder as well as kind of highlight some of the different components objects that we have within UI Builder um because I'm seeing a lot of questions in the community about how do I do X or how do I do y and a lot of those components are by way of the UI Builder so I'm going to talk about the uib structure you know what are some of those components and what do they do I'll talk about some of the workspace pages and variance so you know what is the record page what is the landing page uh I'll then go into leading practices if I'm going to do some configurations what are the steps that I take I mean at a high level and I'll walk through some of those common configurations and then I'll talk about the case creation there's some ambiguity around the case creation and I'll just hope to clear some of that up for you so where I'm going to start is the configurations for UI Builder so in UI Builder every component that is available with inside UI Builder has a configuration property and this is really what tells it how to function of those configuration properties we have things like data resources macro opponents ux client scripts event handlers which may sound like some new con concepts for many of you but are simple Concepts in terms of the UI Builder I'll talk about a little bit about those components before I show you what they look like because as part of my my walkth through I'll highlight each of these components and how they're working you know for the use case that I'm talking about so data resources is a a compon well is a an object that mediates between a component and the data server so really what connects the the client to the server if you will if we're doing things like getting data um the data resource brings data from the server to the component and then it brings updated data back to the server based on interactions with the component the component could be a model the component could be a page but that's what really acts as the communicator if you will the next uh item we have are macro ponents and macro ponents just think of them as metadata uh they Define the seismic component seismic being the framework and these in exist in a table it's six cisor _ macrop ponent for those that aren't familiar you could pull that up on your instance just to see what you have available and what we do from a development perspective instead of writing azent component in JavaScript um if you declara declaratively define um your components composition of data and the business logic and the system generates the seismic component you want at runtime so translated that just does a lot of the backend work for you just through more like a gooey interface so that's where macrop ponents um can be helpful and macro ponents just like any other seismic component can be very granular um like buttons um they can be encompassing like pages and app shells um and then anything in between like uh like tabs um because they are metadata driven we can easily combine them or override them compose them together so a lot of flexibility the next component I think is important are ux client scripts and these are different from what we're used to as client scripts on the ui6 they're more for the ux and these client script we also call them page scripts um as a UXF artifact uh which contains the JavaScript uh to add functionality or behavior to your page or your components um in response to the page in let's say page ready event um or in response to events that say something like a buttonclick are triggered from the component upon user interaction so a typical use case for client scripts um client scripts are bound to the page macroon component and typically contains what we call events um in order to handle the code last thing I'll I'll talk about and one of the main items within UI Builder are event handlers and this is how we tell the client script where to interact with the component so we have event handlers when I click on a report and I want to drill down into or have it query the task table those are done by event handlers and I'll show a few of those uh in the application and just simply an event handler is an automated system response between the user action or the system occurrence and we call them an event which house an event mapping so I in lie of uh any more descriptions of what those components are that we that we work with I'm going to show you how these look in UI Builder and then talk a little bit about leading practices so where I'm going to start is the the pages are variance so first thing I'm going to do is make sure that my scope is Agent workspace for HR case management and what I'm going to do now is open UI builder for agent workspace for HR case management and you'll see we just get a big listing of different pages or what we call variants some of the more common pages or variants are things like the record page so when I look at the UI or the uh the HR agent workspace record I'm seeing a case SRP in this case you see I've made a copy which is of leading practices case SRP I think one of the most familiar components of HR agent workspace well we have other things as well that we're using um like the inbox um we have things like the the the landing page um other things that we use within the HR workspace is the case creation page so we have a case creation default that is separate from the case creation as you've known it you know prior to uh HR agent workspace the ui6 when you go to create a case it's going to look pretty much exactly like you're going to pull it up in the UI builder in HR agent workspace but they function independently so if I have Fields things that I'm showing on case creat uh HR service case creation where I'm proing in additional Fields those are still going to function the same on the HR agent workspace but if I'm trying to customize where I'm changing queries and things of that nature I have to do it in two different places so I think that's another unknown out there in the community that the case creation depends on where you're accessing it from if I'm accessing it from the ui6 if I just type in create new case in the application navigator it's going to open the ui6 representation if I'm in HR agent workspace and I open the case create it's going to open the the case creation variant of which we're looking at here I'll go into at the end of my demonstration I go more into the case creation variant and we'll look at some of those objects so um you know happy to uh address any questions as we're we're moving along um on that path okay so I I want to talk now about leading practices and and something we've done as of recent is we we lock down we make the original default page read only so a good example would be out of box we provide the case SRP variant or page for the HR agent workspace and what this is is the representation of the case record when we open it we'll wait for UI Builder to load it here and then what we see is some models that are are configured or are included with the case or with the case SRP so we have some The Transfer Case Model we're transferring a case we have some functionality around that um sending emails close interaction so we have a lot of of items that we're working with if you notice at the top I have a read only uh message because we're trying to keep as leading practices we're trying to keep the outter box prestine so what we typically do is if we have a use case to where we have to maybe make some modifications we want to add some data fields to the add of glance we want to change some things within UI Builder what we typically do is we come to settings and we duplicate the page variant as the leading practice and now I mean for those customers that are on configurable workspace prior to when we locked it down you're maybe not at the latest and greatest of HR agent workspace or the configurable workspace you may not see that that's uh that readon message be that as it may we still recommend that you duplicate the variants in order to make them your own very simple process I just click duplicate and I could go on to work on my copy of that variant one thing to remember and I think is an important item of our leading practices we have an order of all of our variants um you see that my copy is 50 the out of box may be 50 as well so the lower the order the higher the priority of that variant being presented so my example would be if I move this order to zero it's going to be the case SRP page that gets served up for our users if I made this a higher value than the out of box and maybe I made it 100 it's not going to be used if it meets the conditions of the out of box we have some conditions that we could put on variance um not typical uh but again we could we could have conditions on Varian as well think to remember here best practices one we copy the outof box variant to make it our own two we make sure that it has a lower order than the out of the box so it's the variant that's going to be used so moving on um I want to talk about some of the common configurations so I'll go into my I'll go into my copy of the variant and I'm going to open it in editor mode I'm just going to walk through a uh to duplicate here so we could we could see what that looks like and what I'll do is I'll then walk through and make this order of Z zero we could also make this a negative number so if the out ofox variant is already at zero and we're unable to modify it you can make that a negative number and I'll make that -10 and I'll go ahead and save this new variant and this is the one we'll work through as you can see simple step to take and the recommended approach so what I'm going to do now is go to the editor and some of the comment configurations and I think it came up in one of the questions today is I want to hide a component you know we don't have a need for maybe response templates we're not using it it's confusing our agents even though it's a recommended feature that we hope that you would use but it may be a case to where well we're we're not really using the the uh the response templat so we want to hide that from the page whenever we open it or we may want to hide it for a certain table so a good example is um I go to my tab sidebar where that side panel item exists and if I go to my configuration you'll see that I have my tabs listed oh sorry got to click on the right one and I have all my tabs listed so let's just say that the response templates was a sidebar item that I want to hide I could click on the configuration or the settings and then you see I have a hide tab field here where I could hide it based on some conditions you know one of the common ones and one of the use cases I work with another customer is they wanted to hide the response template for a certain form so what I could do is I could dot walk into the the details of that condition so I'm going to use my data component and this is leveraging that data resource that I talked about earlier where it's the method of communication between the component I.E the page and the server and what I'm going to do is I'm going to say data record and I'm going to say table and this is just an example where I may want to hide this response templates whenever somebody's pulling up a record that's an ER case and if I save this refresh refresh the you know refresh my page here go into HR agent workspace do a refresh if I was already in HR HR agent workspace I'm not going to see the response templates side panel item when it's an erk so you could you know modify this to your use case just a simple example on how you could have uh one of the pages or excuse me one of the tabs hidden when uh you know you don't want it to show it may be that you don't want it to show at at all based on any table and you could use a condition um you know simply that would hide it under all conditions rather than trying to you know delete an object move it off the page that would be the the recommended approach we could do the same for any of the components so it may be um you know agent assist is something that we would want to hide so we also have the ability to hide components based on any conditions as well so even though I showed it on a tab each of these items you see the the manager container has a little line going through the eye that's just showing me that I have a hide condition um for that particular component so what this is going to do is it's um is it's going to hide the component when it meets this condition uh there's a a tips and tricks that we have published on the community where we show how to hide a a field within the added glance when no data exists so in my example business entity when the user has no value for business entity we don't want to show the label on the card and ultimately we're just using this same feature in order to accommodate that okay the last uh item of my demo that I'll go through is the case creation and again if I was going to make any modifications to the case creation I would make a copy of that variant in or variant in order to make it my own but some of the things I want to show are well how do I get to see what the client scripts are what the mappings are um what the data resources are so if you look here at the bottom left you have the little kind of database icon if I click on that I could see the data resources that are available for this variant if I click on it I could get some more context um as to what it's doing it's looking at the Coe selected the HR service selected selected user display value um it's looking at what the HR service that's selected um I point this out because I hear a lot of use cases around customers that want to restrict HR Services based on the agents role or the agent's location and that's not how it functions out of box out of box we base the HR service on the subject person's availability to that HR Service as you all know we could Mark the or we could apply an a uh an audience or HR criteria to HR services so it's not available for certain individuals well some customers have use cases where they want to um do something custom and don't know where to start and not that we're uh wanting you to customize but if you have use cases to where you need to make modifications remember that there's going to be two different areas um if you're using the HR agent workspace the configurable workspace you're going to have to make some modifications around your case creation data resource your event mappings as well as your ux client scripts as well as what you're doing on the ux16 so just to give you some insight of some of those components so we'll close out the data resources and then we'll go into some of the event mappings so if you remember when I talked about the components in UI Builder everything has a property and that's where we go to configure those properties in the config tab in the events tab is where we're invoking those ux client scripts so here's a good example where we have when the page is ready we're executing a client script to update the tab title and then we could you know view some details of that client's or what what that mapping is doing but we have events and then we have event mappings and this is how we invoke workflow when the page is loaded we want it to do this when a button is clicked we want it to do that those are all going to be seen as part of your events within that case creation so the big takeaway here is that if you're wanting to modify case creation you're going to have two places to do it if you just want to look to see what case creation's all about you're going to have to look in two places um ultimately uh we've done a lot that we've done as configuration as abin OB next will explain in order to make this a little bit simpler so seems like a very complex concept with UI Builder but in my views it makes it much easier and puts all these components at our hands that we can leverage just as we are you know coding in Java and we're using methods you know to to uh you know to trigger our code or to make our code work so with that said I think I'm right at time but I'll pass it over to abanov for some insight on on what we have in configurable works thanks Mike thank you Mike B let me quickly share the slide deck again yeah we can see the deck go ahead okay uh so as till now you must have understood that the main Persona is the HR agent but we are also focusing on the HR admin as well as the HR manager so today I'll be talking about uh what all we have done in the FB store release which is going to be compatible with Washington uh mostly I'll be talking about the major 3 to four features in the first one I saw a lot of questions in the Q&A as well on how can we actually set up uh our custom reports or our custom dashboards within the agent HR agent workspace so what we have done in Washington is till now all these dashboards were visible outside of the HR agent workspace which is the platform analytics workspace our goal is to make sure that the HR agent the HR manager uh whatever they need should be visible within the HR agent workspace so what we have done is we have actually got all the 12 out of the box dashboards which were there in the platform analytics workspace within the HR agent workspace so as you can see there will be an option uh a a menu of analytics Center which we have just added in Vancouver where there were like three dashboards and then we enhanced with the other nine in Washington so all the 12 dashboards uh which am is just showing like the ER HR Cas dashboard s all of them are now visible within the HR agent workspace so these are the outof the boox dashboards in case if you are facing any difficulties you have to enable the dashboard visibility feature which is highlighted in red over there you have to add the tag of HR agent workspace post which the dashboard will be visible over here in case if you want to migrate I've seen that question in community as well in case you have a lot of custom dashboards you have to migrate them from classic or platform there is an option of a migration sent enter where you can migrate all these reports and dashboards from the platform analytics workspace to within the HR agent uh workspace as well so all of these options are visible just to make sure that the HR agent manager is the main person over here gets to see all the the related dashboards and metrics within the HR agent workspace yeah am you can go to the next one here the main Persona is the the HR admin where you've seen till now amri was demoing around a lot of configuration settings even uh Mike was also talking about different places to go right so what we have tried to do over here is to get all the different configurations which exist within the HR agent workspace we've divided them into four parts either it is your case creation or your main record page or your list page or your landing page right so all these different four sections what all different settings you have within all of these uh pages are now clubbed into a single configuration settings page which is right there on the left hand side you you will see a gear icon where all the different configurations this is like just introduced in Washington we have added around 20 to 25 different configurations and our goal is to have everything housed into a single place because I've seen a lot of HR admins even uh like the the H is trying to figure out how do we change like say while we creating a case right say the employee details right what all fields are visible I've seen so many different questions around it people go to the community or uh our documentation we are trying to make life very very simple for the HR admin to get all the settings within the configuration settings page and we have plans to enhance this further in zanadu and Yokohama as well the next one is uh so what we're trying to do is since a lot of customers are moving from either the platform view the ui6 view or the classic uh workspace view we're trying to make parity between what we have in ui6 and what we offer in configurable workspace right so there are couple of things over here the first one is on the checklist so till now the checklist options were only viewable only read only in the configurable workspace though in ui6 all of them were editable or you can like remove and play around like reorder these checklist options as well that wasn't there in HR agent workspace uh we have like shortened that parity issue uh from the Washington release HR agents can reorder change the checklist options edit them all of them all of those use cases are easily possible within the configurable agent workspace the second one is around uh employee relations cases till now uh I mean ER agents are little different from HRS and they want to see only their cases uh in a different manner till now that that segregation was not there within the HR agent workspace but from the Washington release we have added ER cases as a separate section within the list view uh you can see the screenshot all ER cases are separated from the HR cases over there and then the last uh is is on personal notes where amri was talking about we've added an option to uh then agent can just in in case if they are working on a specific case they haven't really made sure that everything is finalized uh for that specific HR case today we have an option of work notes what but that is visible to all the HR agents uh who are accessing that case now this is a little more private or preview where the HR agent only wants himself or herself to be visible those all the all the notes they are basically on on a draft mode they haven't really figured out the finalization of these notes so that is why uh we have added another feature which is the personal notes these can only be accessed by the the agent who is working on that means the assigned to of that specific case and these will get deleted once the case is closed once the case has been transferred the the first person can actually can actually uh see a read only version but the other one can actually the current HR agent can edit them as well so that's more adding of a personal flavor into these uh HR cases as well with that I think it marks the end of all the features which have uh being shipped in the Washington release I'll pass it on back to uh amri thanks ABA so our next slide is the resources slide so the first uh link is basically a post on community we like to call this as a library of Articles where we filled all the articles that we think will really benefit someone who's trying to explore configurable agent workspace it'll have resources in terms of understanding what these terminologies mean like UI Builder next experience what is the technology stack also the tips and tricks articles that Mike was referring to when his during his walkth through all of these articles will be in this library of articles for your reference so I'll quickly paste in the chat all of these resource links the pdf version of the slide will be available on the events page but just in case you want to grab it from the chat I'll paste this as well the second one is a UI Builder fundamentals course that we have on now learning this is a an excellent course pretty much a starter for me also to understand configurable agent workspace really well it sets great foundation so if you are looking to understand UI Builder uh more definitely make use of this course next experience developer tools this is a Chrome extension that was built by a platform team so in case you're making a lot of customization or building your own things with next experience this is a great tool to it adds on on to your developer tools on your uh Chrome and you can inspect elements see what type of values are coming in with your calls and it's a great tool to debug and troubleshoot we have a release blog specifically a deep dive article that's published on community which talks about the features not just tied to agent workspace but all the other features that's coming in hrsd as well as part of February 2024 store release and Washington release so feel free to go through these in detail to see what are the other enhancements that's coming in the ckm space as well which was which which are things that you can use in agent workspace as well and the last one is the migration guidelines that we had talked about earlier so I did see someone ask in the chat for the link so I have provided that in the chat for your reference now in the interest of time I will skip the question and answer piece because we will pick up any question that's unanswered as part of the PDF that I will upload to the event page but I want to quickly shed some light on this particular page this is pretty much covering some of the frequently asked questions we see on community as well as what we've heard with customers so the the three widgets at the bottom of the landing page were the ones coming from content delivery widgets and a common question I see is how do we configure them so we I definitely want to call out that there is a post on community which goes in detail of how to configure them so I've linked it here for your reference the second one is if I have favorites if I'm moving from classic to configurable and if I have some favorite list or my list created do they automatically migrate into configurable this doesn't happen this is something that you have to recreate in configurable and the third common question is if there is a field in the form does that directly sync into the record page on configurable agent workspace it does not directly Sync It's not a bidirectional sync you have to add it in that workspace view for it to reflect in configurable agent workspace and these are the three columns that I wanted to shed in this slide which I think will be very useful for you to understand what are the configurations that needs to be migrated when you're moving from configurable classic to configurable agent workspace and what automatically moves as part of your Global configuration so I know we are at time so hopefully this these details and this webinar has been helpful uh we want to thank each one of you for attending today and if you have any questions after this webinar please reach out to me and uh I'll be able to set up some time to connect further thank you everyone you have a great rest of your day