agent workspace for HR case management overview the agent workspace for HR case management is a refactored version of classic agent workspace experience built on configurable UI Builder this allows you to interact with employees respond to queries and help resolve their issue it's an intuitive easy to use UI and also gives you multiple tabs which AIDS multitasking it's a single pane view where you can see all the details about an issue in one place it helps you integrate where the communication channels so the communication with employees is in real time by chat or phone and it's part of the same interface it also provides you with recommendations to assist your agent with faster resolution on cases and incidents this is how the landing page looks like with UI Builder all the components on this landing page can be customized to your needs so you can have a similar components with varied reporting sources and you can cater this landing pages to target audience So based on the model of support your organization has you can have separate landing pages for for those levels this helps agent prioritize cases interactions and plan for the day in One dashboard so there are a few icons on this particular landing page let's take a look at them the first icon is the home icon this provides you with an overview of your work at a glance so it provides you with information that can help you decide either should I work on a HR case or work on an item that affects my team so it helps you prioritize the second icon is the list icon this provides you with a view to all HR cases and you can filter and sort by whatever is relevant to you the third icon is an inbox icon and this contains HR cases that are assigned to you chats and interactions also appear in the agent Boombox and you can indicate if you're available offline in a way this is again tied to the advanced work assignment feature the fourth icon is tabs this displays lists HR case numbers and the add icon now if you hover over an HR case number you can quickly see more details related to the case for example a description of the case what HR Services Associated and the subject person but when you have multiple tabs open you can only see the case number on the tab by default however this is configurable and you can decide what information you want displayed on the tab the fifth icon is the add icon and this instantly lets you create either an HR case or an interaction and an interaction is comes in handy when an employee reaches out to an agent to discuss something and you want to document and capture that interaction you can create a new interaction via the ad icon the sixth Point here is the dashboard it's just a graphical representation of the data based on overall HR cases so this can help prioritize this can help show what your slas your service level agreement statuses look like provide more general information and announcements now when you drill down into a list View the configurations on this list view can be made at an admin level as well as an agent level so in the left hand side when you look at my list here an agent can configure a list that's catered to their needs so if there are specific things that an agent looks at that particular my list will help them create specific specifics to their use now let's take a look at creating a tuition reimbursement request for Melissa so this is how the home page looks like and you have the add icon as mentioned earlier so you can click on add icon create an HR case as this is a new case we type in Melissa and we do next and now we type in a center of excellence and if we don't know we just click and then you can choose one of the centers of excellence so institution reimbursement inquiry foreign we can select the program we can select a sample course title we can select the start date we can select an end date we can select the cost and then we submit now if you have similar cases it's going to show you saying hey the case or may already exist because I had previously created tuition reimbursement and query cases for Melissa Pune but it also gives you an option to say okay I still want to go ahead and create this case so I'll go ahead and create the case now this is the case form if you look at the details tab you can see you're able to see the case number for whom it's created what is the service and so on there is also an activity stream which gives you a place to communicate with the employee via comments on the case or also add in notes which are private just for you when you're working on the case this is again configurable you can have a Hidden View this way where it is side by side or a stacked View whereas one over there stacked one over the other then the rightmost component is the contextual panel so the first one is at a glance wherein at a glance you can see who the employees for the case if there are any recent cases that the employee has created this helps provide like more context around what's happening with the employees requests so you're able to build that bigger picture when you are providing a solution to Melissa the second option is the agent assist so this is where you can get recommendations on the case if there is any knowledge associated with it if there is any similar cases and resolution associated with this is recommendations that will Aid the agent to close the case sooner now if you have employee document manager plug-in installed you will have this particular icon which is employee documents so if there are any documents associated with the employee that will show up here if there are any attachment Associated to the case that will be this icon then we have the response templates response templates provides you reusable messages right so this will help you be more efficient because you can copy paste these messages into email chat comments work notes or even uses talking points when you're on the phone we have fulfillment instructions so these are focused and targeted information on how an agent can complete an HR case faster you can configure these instructions to appear um you know for a case by Group by service on a particular table add in more conditions and you can combine multiple requirements for example you can configure different set of fulfillments instructions to appear based on the geographic location of the employee last one is the checklist so checklist is very helpful when you know um you you have a certain set of criterias that have to be looked at when working on a case so it will help you reduce the number of errors that can be caused or things that are missed when working on a case so it could be like verify the employee verify the receipts verify transcripts or manager approval now if you're new to configurable agent workspace when you just type in agent workspace the first link that comes under HR case management is a link to a guided setup so this guide setup is step by step process of what you should be configuring and once you click on them it also takes you to configure and provides you more information about what you're doing and how you can go about doing it so you have branding and theming the tab setting the configurations on the list form and there are additional configurations like how do you set up search advanced work assignments and so on so this guided setup will be a very good place to start if you are new to configurable agent workspace now if you are using classic agent workspace and you're planning on migrating to configurable agent workspace there are resources on our community especially um this one here is a migration guidelines um again based on the amount of customizations you have we understand that the effort that's required may not be the same but this is definitely a good resource as a guidelines to say what are things that you have to consider so please use this resource and plan accordingly now if you have um you know further questions or need more assistance um you know reach out to us via posting the question in community so we do have an ask a question as an option Community where you can post questions and get opinions from other folks who are using are in a similar situation or are using our using agent workspace can definitely guide you um with your with the solution to your requirement