---
sourceDocument: Yokohama Finance and Supply Chain
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/source-to-pay-operations

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Finance and Supply Chain

ft:clusterId :

    - stpop

bundleId :

    - stpop

workflow :

    - Employee


---

# Interaction Management in Source-to-Pay Workspace

# Interaction Management in Source-to-Pay Workspace {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Interactions are a centralized location for all communication channels available in Source-to-Pay Workspace. Interaction Management involves managing procurement related queries from different sources such as an email, chat, message, or SMS.

## Interaction Management overview {#interaction-management-in-procurement-operations-workspace__section_njw_htj_xwb}

Any procurement related assistance that a procurement specialist or a live agent provides to a shopper in the form of a call, chat, email, or SMS is recorded in an interaction record.

Also, any supplier-related assistance that a supplier manager or a live agent provides to a supplier contact in the form of a call, chat, email, or SMS is recorded in an interaction record.

For more information about Interaction Management, see [.](https://www.servicenow.com/docs/access?context=create-interactions&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US)

Interaction Management activities in Source-to-Pay Workspace include:

* [View interaction details in Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/HbD0XcqBO1ZE5Mkc_z~aQg "View the details of an interaction record to analyze interactions and take immediate actions. Viewing an interaction record provides a comprehensive view of the customer journey. You can link an interaction record to an existing procurement case or can assign a task, which needs a procurement specialist involvement for investigation.")
* [Create a procurement case](https://servicenow-prod.fluidtopics.net/2f6CmlJz_hUtMIPjqd3x4A "As a procurement specialist, create a procurement case from the list view of Source-to-Pay Workspace to address your procurement-related business needs."){#interaction-management-in-procurement-operations-workspace__li_ncl_cmw_nxb}
{#interaction-management-in-procurement-operations-workspace__li_ncl_cmw_nxb}
* [Associate a record with an interaction](https://www.servicenow.com/docs/access?context=associate-record&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US)
{#interaction-management-in-procurement-operations-workspace__ul_r13_gxs_hxb}
* **[View interaction details in Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/HbD0XcqBO1ZE5Mkc_z~aQg)**   
  View the details of an interaction record to analyze interactions and take immediate actions. Viewing an interaction record provides a comprehensive view of the customer journey. You can link an interaction record to an existing procurement case or can assign a task, which needs a procurement specialist involvement for investigation.
* **[Associate an interaction record with a related procurement case in Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/Pe4LwfphYp9DRkhdcJY0Hg)**   
  Associate an interaction record to a procurement case if your interaction is related to an existing procurement case. You can also associate a task to an interaction record to track your actions related to the interaction.