Setting up Agent Workspace for HR Case Management

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read
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    Summary of Setting up Agent Workspace for HR Case Management

    Setting up the Agent Workspace for HR Case Management enables agents to effectively engage with employees, answer inquiries, create cases, and resolve issues. This setup involves installing the application and configuring various components tailored to HR Service Delivery.

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    Key Features

    • Installation: Install the Agent Workspace for HR Case Management application [com.snhragentws].
    • Communication Channels: Set up communication channels and routing for efficient case management.
    • Forms Customization: Customize forms in the workspace to meet specific HR needs.
    • Roles Management: Several roles are installed with this application, providing different levels of access and functionality, such as:
      • HR Manager: Full access to HR cases and secure information.
      • HR Case Writer: Ability to create and manage HR cases.
      • HR Workspace Admin: Configure all aspects of the workspace.
      • Interaction Agent: Manage customer interactions across service channels.

    Key Outcomes

    By completing the setup, customers can expect improved efficiency in handling HR inquiries and cases, streamlined communication, and enhanced management capabilities for HR agents. This allows for better service delivery and responsiveness to employee needs.

    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]