Table of Contents
Overview
To make the beginning of the usage of Workspaces easier, the platform now includes preconfigured Workspace templates for common business scenarios. These Workspaces are ready to be used, only requiring activation and user access configuration.
Service Desk Workspace
The Workspace is activated and public by default. It which the same as the previous Service Desk. All Activities and Service Desk-related data can be found here after enabling Workspaces for the first time.
Roles
- Service Desk Workspace Agent (equivalent to Incident Management Role)
- Service Desk Workspace Management (equivalent to Service Desk Management Role)
HR Service Management Workspace
Handles employee lifecycle services, including onboarding/offboarding, employee records, time & benefits, HR access, and sensitive HR inquiries.
Roles
- HR Service Desk Agent
- HR Specialist
- HR Manager
Skills
- HR process knowledge
- Policy & compliance knowledge
- Documentation validation
- Benefits & leave administration
- Communication & confidentiality
Service Level Agreements
- HR Standard
- HR Priority
- HR Sensitive
Categories
- HR Service Management and its tree
Customer Support Workspace
Handles customer incidents, service outages, usage questions, configuration requests, and billing/account inquiries.
Roles
- Support Agent
- Support Engineer
- Support Manager
Skills
- Incident triage & troubleshooting
- Product knowledge
- Logs & monitoring
- Customer communication
- Requirements analysis
Service Level Agreements
- Support Critical
- Support Standard
- Support Change
Categories
- Customer Support Management and its tree
Facilities Management Workspace
Covers building and infrastructure issues, workplace requests, cleaning, and physical security/access services.
Roles
- Facilities Coordinator
- Technician
- Facilities Manager
Skills
- Facilities troubleshooting
- Safety awareness
- Vendor coordination
- Planning & scheduling
- Access control handling
Service Level Agreements
- Facilities Critical
- Facilities Standard
- Facilities Planned
Categories
- Facilities Management and its tree