Summarize actions while transferring an HR case

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Transfer an HR case to another agent or assignment group by summarizing the actions until hand off. For example, an agent can transfer the case to another agent if the case is incorrectly assigned or needs troubleshooting by another agent or assignment group.

    Antes de Iniciar

    Role required: sn_hr_core.case_writer

    Procedimento

    1. From HR Agent Workspace, open an HR case that is assigned to you.
    2. Click the More Actions icon icon at the top right hand corner of the page.
    3. Select Transfer case.
      Transfer case dialog box appears with AI-generated case summary in the Case Summary field. Transfer case
      1. In the Transfer type field, select whether you want to transfer the case with the same case number or with a new case number.
      2. In the COE field, specify the HR Center of Excellence (for example, Payroll) to which you want to transfer the case.
      3. In the New HR Service field, specify the HR service (for example, Paycheck discrepancy) to which you want to transfer the case.
      4. Review and make any edits to the AI-generated summary in the Case Summary field.
        Nota:
        GenAI requires a minimum of 200 words on the case to generate summary.
      5. Click OK.