Setting up Agent Workspace for HR Case Management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Setting up Agent Workspace for HR Case Management

    Agent Workspace for HR Case Management enables your HR agents to efficiently engage with employees, respond to inquiries, create and manage cases, and resolve issues within a unified interface. Setting up this workspace involves installing the application, configuring communication channels, routing, forms, and workspace settings tailored to HR Service Delivery.

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    Key Setup Components

    • Application Installation: Install the Agent Workspace for HR Case Management [snhragentws] application to enable workspace capabilities.
    • Communication Channels and Routing: Configure channels and routing rules to direct employee interactions appropriately.
    • Forms Customization: Customize forms within the workspace to capture and display the necessary HR case information.
    • Workspace Configuration: Use the configurable workspace framework to tailor the interface and user experience for HR agents.

    Roles and Permissions

    The installation includes several predefined roles specific to HR Case Management to control access and capabilities within the workspace:

    • HR Manager [snhrcore.manager]: Full access to all HR cases, profiles, and secure information. Manages workspace lists and categories with elevated privileges.
    • HR Case Writer [snhrcore.casewriter]: Can create and work on all HR cases and access Case and Knowledge Management areas. Includes interaction and queue transfer rights.
    • HR Agent [snhrcore.basic]: Basic access to HR modules with advanced work assignment capabilities to manage workloads across service channels.
    • Workspace Content Manager [sncd.workspacecontentmanager]: Manages scheduling of content in the workspace and has roles related to UX components, content publishing, e-signature configurations, and content approval.
    • HR Workspace Admin [snhragentws.admin]: Comprehensive configuration rights for Agent Workspace, including UI design, interaction management, recommendation systems, notification setup, and form management.

    Each role contains specific permissions and may include other subordinate roles to facilitate various HR service delivery tasks efficiently.

    Set up Agent Workspace for HR Case Management so that your agents can engage with your employees, answer questions, create cases, and resolve issues.

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    Roles installed

    By installing the HR Service Delivery Configurable Workspace [sn_hr_agent_ws], you install the following roles:
    Table 1. Roles for Agent Workspace for HR Case Management
    HR role title [name] Description Contains workspace roles
    HR manager [sn_hr_core.manager] Grants access to all HR cases, profiles, and secure information.

    With this role, you can manage Agent Workspace for HR Case Management lists and categories.

    This role contains the Workspace List Admin, which is an elevated role. For more information on elevated roles, see Elevated privilege roles.

    The Workspace user [workspace_user] role allows you to access Agent Workspace for HR Case Management and create and access interactions.

    		 Workspace List Admin [workspace_list_admin]

    Workspace user [workspace_user]
    HR case writer [sn_hr_core.case_writer] Grants access to write all HR cases.

    With this role, you can access Agent Workspace for HR Case Management and view, create, and work on existing cases. You can also access all areas of Case and Knowledge Management.

    This role contains the Workspace user role, which allows you to perform interaction agent and interaction queue transfers.

    		 Workspace user [workspace_user]

    Interaction agent [interaction_agent]
    HR agent [sn_hr_core.basic] Grants access to basic HR agents to Agent Workspace for HR Case Management modules.

    This role contains the Advanced Work Assignment Agent [awa_agent] role, which allows an HR agent to work customer interactions and manages workload across multiple service channels.
    Workspace content manager [sn_cd.workspace_content _manager] Lets you schedule content to workspace.
    • The uxframework_user role allows you to browse and select from the library of UX component records so they can set a component reference field on any accessible table.
    • The sn_cd.content_manager role grants access to Content Publishing.
      • The sn_esign.config_manager role can manage the e-signature configurations.
      • The sn_cd.content_approver role can approve content that is scheduled to appear on the Employee Center.
    • UX framework user [uxframework_user]
    • Content Delivery content manager [sn_cd.content_manager]
      • E-Signature configuration manager [sn_esign.config_manager]
      • Content Delivery approver [sn_cd.content_approver]
    HR Workspace Admin [sn_hr_agent_ws.admin] Lets you configure all aspects of Agent Workspace for HR Case Management.

    The workspace_admin role allows you to configure Agent Workspace

    • The chat_admin role administers the chat tables.
    • The uxframework_designer role has write access to UX page element records for designing UIs.
    • The agent_workspace_user role allows you to perform interaction agent and interaction queue transfers.
    • The sn_agent_recommend.recommendation _admin role manages agent assist recommendation configurations.
    • The interaction_admin role allows you to administer the Interaction Management system.
    • The workspace_list_admin role allows you to manage workspace lists and categories.
    • The ui_action_admin role allows you to manage UI actions.
    • The ui_builder_admin role provides permission to use the UI Builder APIs so you can create, update, read, and delete UX pages.
    • The uxframework_user role allows you to browse and select from the library of UX component records so they can set a component reference field on any accessible table.
    • The sn_intel_analyzer.similarity _analyzer_admin role allows you to administer the Similarity Analyzer. The Similarity Analyzer defines patterns and trends that can help you resolve a record.
    • The form_admin role manages forms, form sections, and section elements.
    • The personalize_form role allows you to personalize forms.
    • The ui_notification_admin role allows you to configure notification triggers.
    		 Workspace administrator [workspace_admin]
    • Chat admin [chat_admin]
    • UX framework designer [uxframework_designer]
    • Agent workspace user [agent_workspace_user]
    • Agent recommendation admin [sn_agent_recommend.recommendation _admin]
    • Interaction admin [interaction_admin]
    • Workspace list admin [workspace_list_admin]
    • UI action admin [ui_action_admin]
    • UI Builder admin [ui_builder_admin]
    • UX framework user [uxframework_user]
    • Similarity Analyzer [sn_intel_analyzer.similarity _analyzer_admin]
    • Form admin [form_admin]
    • Personalize form [personalize_form]
    • UI notification admin [ui_notification_admin]