Using the More icon in HR Service Delivery Agent Workspace

Release version: Washingtondc

Updated February 1, 2024

4 minutes to read

You can use the more icon from HR Service Delivery Agent Workspace to perform many duties related to working an HR case.

When working a case, select the more icon in the far, upper right.

From here, you can:

Associate Interaction: Associate the displayed case with an interaction. For more information, see Using interactions in HR Service Delivery Agent Workspace.
Compose Email: Send an email from an HR case. The New Email Draft tab opens to compose and send the email. The To field is automatically updated with the Subject person's email ID. Agent can retain the email or add a new email. For more information, see Sending an email in HR Agent Workspace.
Create Additional Case: Create another HR case without leaving the case you are viewing or working on. For more information, see Creating a case from a case or HR profile.
Set reminder: Create a reminder to ensure followup by a specific date. For more information, see Create a reminder in HR Service Delivery Agent Workspace.
Transfer Case: Reclassify a case for another HR service. For more information, see Transfer a case using HR Service Delivery Agent Workspace.
Add Task: Add an HR task to the case. For more information, see Create a task for a case using HR Service Delivery Agent Workspace.
Escalate Case: Assign hot or important cases to another tier or agent with more expertise. For more information, see Escalating a case in HR Service Delivery Agent Workspace.
Delete: Delete the case you are working on.

Creating a case from a case or HR profile

From HR Service Delivery Agent Workspace, you can create additional cases from either an existing case or from a user's HR profile.

A convenient and time saving feature of HR Service Delivery Agent Workspace is having everything you need as an HR agent in one place.

You don't have to leave a case you are working on and try to find it later. You can create another HR case from:

An HR case you are viewing.
From an HR profile that displays on a case you are viewing.

From an open case: Use this feature when you want to create a different HR case for the employee that already appears in an existing case.; Select the more icon.; Select Create Additional Case. The employee name from the first case pre-populates in the new case.
From an HR profile: When viewing an HR case, you can create another case from the Opened for or Subject person's HR profile.; Select next to the Subject person.; Select the more icon.
Note:
The At-a-glance panel displays. See At a Glance panel.; Select New Case.

Transfer a case using HR Service Delivery Agent Workspace

Transfer an HR case from one HR service to a different HR service.

Before you begin

Role required: sn_hr_core.case_writer

About this task

Many cases are created as a General Inquiry case. After researching the employee's needs, you can transfer an existing case to a different HR service.

For information on configuring HR case transfer or classification properties, see Transfer an HR case.

You can complete this task in the Classic HR Service Delivery Agent Workspace or the configurable Agent Workspace for HR Case Management.

Procedure

Navigate to All > HR Case Management > HR Agent Workspace.
Find the case you want to transfer.
For more information on finding an HR case, see Using the HR Service Delivery Agent Workspace.
Select the more icon.
Select Transfer Case.
From Transfer type:
- Transfer with existing case number: The HR case number does not change, links redirect with new case, and work notes transfer to new case.
- Transfer to a new case number: The HR case number changes, links do not redirect, and work notes do not transfer. Both HR case numbers appear on the HR case for reference. The original case state changes to Closed Complete and cancels.
From New HR Service, select the HR service you want to assign to your original case.
Select OK.

The current case and its child tasks close. When you transfer an HR case from one HR service to another, some field values do not transfer to the new case.
Note:
Priority transfers from the original case and does not override the HR template for the new HR case.

The subject person receives a notification email with the closed case and transferred case information. Replies to the email appear in the Comments section of the HR case. If the subject person replies to the email associated with the closed case, the reply appears in the comments for both the closed and transferred cases.
Note:
If the sn_hr_core.restrict_guest_email system property is False, text from an email appears in the Work notes field when the employee is responding from a personal email account. False is the default property.

See Email setup.

Escalating a case in HR Service Delivery Agent Workspace

Escalate an HR case when you are unable to resolve an issue and must amplify the importance of a case.

Depending on how you have implemented matching rules determines what group and agent the case is escalated to. For more information, see Assignment and matching rules in HR and Add or modify escalation rules.

Table 1. Agent Workspace case form callout description
Number	Description
	Select the more icon. From here, select Escalate Case.

Table 2. Agent Workspace case form callout description
Number	Description
	Enter an explanation on why you are escalating the case. Select OK. The form refreshes and is now assigned to the next tier assignment group.