Configure › Workplace Case Management › Workplace Service Delivery › Employee Service Management

Release: Australia · Updated: 2026-03-23 · Official documentation · View source

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

Add instructions for fulfilling a workplace case.

Procedure

Navigate to All > Workplace Case Management > Workplace Case Management - Setup > Fulfillment instructions.
Select New.
On the form, fill in the fields.

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 \( Image omitted: unlock-icon.png Unlock Knowledge articles icon.\) to add an article. Select the lookup icon \(\[Omitted image "search-icon.png"\] Alt text: Lookup icon.\) to search for an article.