About Self-Service Agent

When you activate the Self-Service Agent and enable at least 1 skill, Workday displays the Workday Chat bubble at the top of your tenant and hides the Workday Assistant chat bubble to reduce duplication. When you activate another agent, such as the Payroll Agent, but not Self-Service Agent, Workday might display a chat bubble icon for Workday Assistant and a second chat bubble icon for Workday Chat.

Self-Service Agent responses through Workday Chat support UI elements such as tables and buttons.

Skills are specific actions or tasks that an agent can take. Each skill is further made up of tools, which are Workday APIs agents use when executing skills.

The Self-Service Agent skills span varying levels of complexity and intended audiences. Workday makes this distinction in the skill name itself by including these prefixes and suffixes:

ESS (employee self-service) are skills specifically designed for all employee types.
MSS (manager self-service) are skills specifically designed for managers.
Advanced are complex action skills.
Base are information retrieval skills.

While most Self-Service Agent skills are specifically designed for ESS or MSS roles, you can technically add any security group to the

Available To

prompt when configuring skills in

Agent Management Hub

. However, users can’t use the tools unless the security access to the underlying APIs that power the tools within a skill is configured.

Examples:

When you want to make the MSS - Payroll - Advanced skill available to the Management Chain security group, you must ensure the Management Chain security group has access to the domains that the
request_payroll_input
tool is secured to.
Because some tools are designed only to support direct managers, even when you add a non-manager security group to the
Available To
prompt for the skill, users that don’t have access to manager domains won’t be able to use tools.

If a skill or tool involves tenant access restrictions, such as multi-factor authentication (MFA), ensure that any security groups that you assign to that skill using the

Available To

prompt are also set up for those same tenant access restrictions so that they are enforced appropriately.

Use the

View Security for Agent Skill

report to view the required and recommended security policies that must be configured for each tool.

Self-Service Agent currently doesn't support:

Contingent workers.
The ability to hide or require fields using the
Configure Optional Fields
task.
Additional jobs (multi-position).
Implementer and proxy accounts.
Delegated actions. While actions initiated by a delegate through Self-Service Agent might initially appear successful in the chat window, they won't create actual events or requests in the system. When you perform an action in Self-Service Agent and specify that you’re acting on behalf of someone else, the agent states that the action can’t be performed.
Data extractions from articles in Sandbox. We recommend using IMPL tenants instead for test cases related to this.
Reading document attachments on help articles.
Tokenization in agent, skill and tool descriptions.
Visibility into My Tasks.

Self-Service Agent might produce slight grammatical and syntactical variations in responses. Additionally, Self-Service Agent's reasoning and responses are non-deterministic and are updated continuously over time, which might result in slightly differing interactions as the agent improves week over week.

The Self-Service Agent is optimized and validated for all level 1 and level 2 languages.

While the underlying LLM can communicate in over 30 additional languages and thus, you might interact with the Agent in these languages, Workday doesn't support the same level of verified accuracy or stylistic consistency, such as formal or casual phrasing, provided for its officially supported languages.

In Agent Management Hub, on the

Agent Registry

tab, you can click Self-Service Agent to open its agent profile.

On the agent profile, we display these tabs where you can view information related to the configuration, usage, and activity of Self-Service Agent:

Overview
Skills
Analytics
Documents
Monitoring

On the

Monitoring

tab, you can retrieve the session IDs for your agent. You can share these IDs with Workday Support to help troubleshoot issues.