Report a knowledge gap from a case in Agent Workspace for HR Case Management

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

    • Report a knowledge gap for a case to get a documented resolution for common HR cases.

    Antes de Iniciar

    Role required: none

    Procedimento

    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. Select the More icon More icon and select Report knowledge gap from the drop-down list.
    5. In the Knowledge feedback task form, enter a description in the Description field.
    6. Select Save.
    7. Opcional: Request notifications of updates to an existing knowledge base article by selecting a knowledge base article from the Outcome field.
    8. Select Save.

    Resultado

    A knowledge gap is created and is listed in the Knowledge Feedback Tasks related list on the case record page.