Using interactions in HR Service Delivery Agent Workspace

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read

    • Use interaction records to create an HR case or reference employee information to decide to create a case or request from different types of employee communications.

    An interaction is a request for assistance made through chat, phone, or in person. You can route interactions by skill, group, or directly to an HR agent.

    You can also create an interaction for simple requests where you decide you might not want to create an HR case or associated tasks.

    Interaction records are automatically created when you are using agent chat.

    Note:
    Agent Assist is available for interactions.

    For more information on interactions, see Interaction records in Agent Workspace.

    Create interactions in HR Service Delivery Agent Workspace

    You can create interaction records from the HR Service Delivery Agent Workspace form.

    Before you begin

    Role required: sn_hr_core.case_writer

    Procedure

    1. Navigate to All > HR Case Management > HR Agent Workspace.
    2. To create an interaction, select the Create case icon Create case icon.
    3. Select Interaction.
      HR Agent Workspace - Interaction
    4. In the details section, enter information about the interaction.
      HR Agent WS - New interaction
    5. Fill in the fields.
      Table 1. Interaction fields
      Field Description
      Details Every interaction record defaults to the Details form, showing initial interaction record information.
      Number The number assigned to the interaction record.
      Type The type of communication responsible for the interaction record. The values are:
      • None
      • Chat
      State The status of the interaction record.
      • New
      • Work in Progress
      • Closed Complete
      • Closed Abandoned
      Opened for The employee the interaction is about.
      Assigned to The HR agent responsible for the interaction.
      Short description A short description about the interaction.
      Work notes Information specific to the interaction and can help other HR agents. Work notes are not visible to the Opened for person.
    6. Select Save.
      Table 2. Interaction tabs
      Tab Description
      Related Tasks Any tasks or cases opened from the interaction, for example, a new incident or new case.
      User's Tasks Incidents related to the interaction.
      User's Interactions Logs all interactions tied to each specific user.
      Cases opened for "Opened for" Shows all HR cases related to the Opened for person.
    7. You can select from the following: HR Agent Workspace - more icon more icon.
      HR Agent Workspace - Interaction buttons
    8. Select Create HR Case to create a case based on the interaction.
      Create Incident is part of demo data and not available to HR Service Delivery Agent Workspace.
    9. Select the HR Agent Workspace - more icon more icon to display additional actions you can take.
      Table 3. more icon choices
      Choice Description
      Create Standard Change Part of demo data and not available to HR Service Delivery Agent Workspace.
      Associate Record Use to associate an interaction to an HR case. After linking, the interaction appears under the Interactions tab for an HR case. Select Task under Record Type then optionally select a task record.

      You can also associate an interaction record that contains a knowledge article. Under Record Type, select Knowledge then select a knowledge article.
      Delete Select to delete the interaction record.
    10. Select Save to save work entered for an interaction.
    11. To view interactions, select the Interactions for Subject Person tab on the child tab.
      HR Agent Workspace - Interaction tab