Use recommended actions

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Provides real‑time, actionable guidance, and relevant resources that help HR agents speed up case resolution.

    Before you begin

    Role required: sn_hr_core.admin or sn_hr_core.case_writer

    About this task

    Note:
    If there are any existing guided decisions, add those decisions within the HR case context in Recommended Actions for HRSD.

    Procedure

    1. Navigate to All > HR Case Management > Agent Workspace for HR Case Management.
    2. Select the Lists icon (Lists icon).
    3. Select an HR case.
    4. In Contextual Side Panel, select the Recommendations icon ( Recommendations icon).
    5. Review similar cases, relevant KB articles, and suggested actions in the context of the current case.
      OptionDescription
      Similar cases Use the View case option to review the full details of the case.
      KB search Use the following options as needed: Attach and add link in comment, Read article, Attach and add link in email, Add link in worknote, and Copy link.
      Suggested actions Use the Create an HR approval option to add an approval to the case as needed.