Create interactions in Agent Workspace for HR Case Management

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

    • Create interaction records from the configurable Agent Workspace for HR Case Management form.

    Antes de Iniciar

    Role required: sn_hr_core.case_writer

    Procedimento

    1. Navigate to All > HR Case Management > Agent Workspace for HR Case Management.
    2. To create an interaction, select the Add icon (plus sign), and select Create Interaction.
    3. Type a name or case number to verify the employee in this interaction, and select Next
    4. In the details section, enter information about the interaction.
      Tabela 1. Interaction details fields
      Field Description
      Type The type of communication that initiated the creation of the interaction:
      • None
      • Chat
      • Messaging
      • Phone
      Opened for The employee who the interaction is about.
      Short description A short description about the interaction.
      Assigned to The HR agent responsible for the interaction.
      Work notes Information related to the interaction that can help other HR agents. Work notes are not visible to the Opened for person.
    5. Select Create interaction.

    O que Fazer Depois

    Agents use an interaction to help complete and create tasks and cases.

    Tabela 2. Interaction record 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 the employee the interaction is opened for.
    Cases opened for "Opened for" Shows all HR cases related to the Opened for person.
    Tabela 3. Button
    Button Description
    Create HR case Creates an HR case from the interaction and copies discussions and documents of the interaction to the HR case. The documents of the interaction are displayed in the Attachments section of the case record.