Setting up Agent Workspace for HR Case Management

Set up Agent Workspace for HR Case Management so that your agents can engage with your employees, answer questions, create cases, and resolve issues.

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Install the application Agent Workspace for HR Case Management [com.sn_hr_agent_ws].
Set up these components:
- Communication channels and routing.
- Additional components and settings that are specific to HR Service Delivery.
- Forms in workspace. See Customize fields in a form in Agent Workspace for HR Case Management.
- Workspace setup. See Configuring Configurable Workspace.

Roles installed

By installing the HR Service Delivery Configurable Workspace [com.sn_hr_agent_ws], you install the following roles:

HR role title \[name\]	Description	Contains workspace roles
HR manager \[sn\_hr\_core.manager\]	Grants access to all HR cases, profiles, and secure information.With this role, you can manage Agent Workspace for HR Case Management lists and categories. This role contains the Workspace List Admin, which is an elevated role. For more information on elevated roles, see Elevated privilege roles. The Workspace user \[workspace\_user\] role allows you to access Agent Workspace for HR Case Management and create and access interactions.	Workspace List Admin \[workspace\_list\_admin\] Workspace user \[workspace\_user\]
HR case writer \[sn\_hr\_core.case\_writer\]	Grants access to write all HR cases.With this role, you can access Agent Workspace for HR Case Management and view, create, and work on existing cases. You can also access all areas of Case and Knowledge Management. This role contains the Workspace user role, which allows you to perform interaction agent and interaction queue transfers.	Workspace user \[workspace\_user\] Interaction agent \[interaction\_agent\]
HR agent \[sn\_hr\_core.basic\]	Grants access to basic HR agents to Agent Workspace for HR Case Management modules.This role contains the Advanced Work Assignment Agent \[awa\_agent\] role, which allows an HR agent to work customer interactions and manages workload across multiple service channels.	- Advanced Work Assignment Agent \[awa\_agent\] - To see all the roles contained within the HR agent \[sn\_hr\_core.basic\] role, see Components installed with Case and Knowledge Management.
Workspace content manager \[sn\_cd.workspace\_content \_manager\]	Lets you schedule content to workspace.- The uxframework\_user role allows you to browse and select from the library of UX component records so they can set a component reference field on any accessible table. - The sn\_cd.content\_manager role grants access to Content Publishing. - The sn\_esign.config\_manager role can manage the e-signature configurations. - The sn\_cd.content\_approver role can approve content that is scheduled to appear on the Employee Center.	- UX framework user \[uxframework\_user\] - Content Delivery content manager \[sn\_cd.content\_manager\] - E-Signature configuration manager \[sn\_esign.config\_manager\] - Content Delivery approver \[sn\_cd.content\_approver\]
HR Workspace Admin \[sn\_hr\_agent\_ws.admin\]	Lets you configure all aspects of Agent Workspace for HR Case Management.The workspace\_admin role allows you to configure Agent Workspace - The chat\_admin role administers the chat tables. - The uxframework\_designer role has write access to UX page element records for designing UIs. - The agent\_workspace\_user role allows you to perform interaction agent and interaction queue transfers. - The sn\_agent\_recommend.recommendation \_admin role manages agent assist recommendation configurations. - The interaction\_admin role allows you to administer the Interaction Management system. - The workspace\_list\_admin role allows you to manage workspace lists and categories. - The ui\_action\_admin role allows you to manage UI actions. - The ui\_builder\_admin role provides permission to use the UI Builder APIs so you can create, update, read, and delete UX pages. - The uxframework\_user role allows you to browse and select from the library of UX component records so they can set a component reference field on any accessible table. - The sn\_intel\_analyzer.similarity \_analyzer\_admin role allows you to administer the Similarity Analyzer. The Similarity Analyzer defines patterns and trends that can help you resolve a record. - The form\_admin role manages forms, form sections, and section elements. - The personalize\_form role allows you to personalize forms. - The ui\_notification\_admin role allows you to configure notification triggers.	Workspace administrator \[workspace\_admin\]- Chat admin \[chat\_admin\] - UX framework designer \[uxframework\_designer\] - Agent workspace user \[agent\_workspace\_user\] - Agent recommendation admin \[sn\_agent\_recommend.recommendation \_admin\] - Interaction admin \[interaction\_admin\] - Workspace list admin \[workspace\_list\_admin\] - UI action admin \[ui\_action\_admin\] - UI Builder admin \[ui\_builder\_admin\] - UX framework user \[uxframework\_user\] - Similarity Analyzer \[sn\_intel\_analyzer.similarity \_analyzer\_admin\] - Form admin \[form\_admin\] - Personalize form \[personalize\_form\] - UI notification admin \[ui\_notification\_admin\]