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Using interactions in Agent Workspace for HR Case Management › Using Agent Workspace for HR Case Management › Agent Workspace › HR Service Delivery › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Create interactions in Agent Workspace for HR Case Management

Create interaction records from the configurable Agent Workspace for HR Case Management form.

Before you begin

Role required: sn_hr_core.case_writer

Procedure

  1. Navigate to All > HR Case Management > Agent Workspace for HR Case Management.

  2. To create an interaction, select the Add icon (plus sign), and select Create Interaction.

  3. Type a name or case number to verify the employee in this interaction, and select Next

  4. In the details section, enter information about the interaction.

FieldDescription
TypeThe type of communication that initiated the creation of the interaction:- None - Chat - Messaging - Phone
Opened forThe employee who the interaction is about.
Short descriptionA short description about the interaction.
Assigned toThe HR agent responsible for the interaction.
Work notesInformation related to the interaction that can help other HR agents. Work notes are not visible to the Opened for person.
  1. Select Create interaction.

What to do next

Agents use an interaction to help complete and create tasks and cases.

TabDescription
Related TasksAny tasks or cases opened from the interaction, for example, a new incident or new case.
User's TasksIncidents related to the interaction.
User's InteractionsLogs all interactions tied to the employee the interaction is opened for.
Cases opened for "Opened for"Shows all HR cases related to the Opened for person.
ButtonDescription
Create HR caseCreates an HR case from the interaction and copies discussions and documents of the interaction to the HR case. The documents of the interaction are displayed in the Attachments section of the case record.