Case assignment for HR cases created through General Inquiry Form.

[mahi14141]

Hello Team,

We have a requirement to create a system that;

HR cases created by General Inquiry from.
Based on the description of the cases, it need to identify appropriate HR service and AWA need to trigger the cases to right assignment group.

Is there any solution for the above mentioned query.

Thanks in advance.  🙂

[Laveena-Agarwal]

@mahi14141 

Creating a General case first and then identifying the service will not allow you to fully leverage the HR application.

Instead, you should approach this in the reverse way—map HR services based on the available data and historical usage, configure them accordingly. In addition, AWA service channels and queues can be configured to support auto assignment.