Add Fulfillment instructions
Provide instructions to workplace agents on how to fulfill a workplace case. Add instructions for new workplace agents and for complicated workplace cases.
Before you begin
Role required: sn_wsd_case.admin or sn_wsd_case.manager
About this task
Procedure
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On the form, fill in the fields.
Table 1. Fulfillment Instruction form Field Description Name Name for the fulfillment instruction. Table Table containing workplace cases. The field is automatically set to the Workplace Case table. Condition Conditions that a workplace case should satisfy before you implement the fulfillment instruction. The instruction appears in the workplace case records which match this condition. - To add a condition, select Add Filter Condition.
- To add an "OR" condition, select Add "OR" Clause.
Active Option to activate the fulfillment instruction. Order The order in which the instruction is followed when there are multiple fulfillment instructions for a workplace case record. Instruction Fulfillment instructions to follow. Use the formatting options to change the style of the content. Knowledge articles Knowledge article to support the instructions. Select the unlock knowledge articles icon (
) to add an article. Select the lookup icon (
) to search for an article.