HR and IT portals combined in one?

[c_d_mitchell]

• Client is using Employee Center, they have both HR and IT portals combined in one.
• For IT they have chat only.
• For HR they have VA
• Since they are one single view, how does that work? What is the user experience?

[Musab Rasheed]

Hello,

Generally IT will have service portal whereas HR will have ESC portal but since you are using ESC portal for both IT and HR and you are using connect chat for IT and VA for HR that should be fine but make you propose client to split portals for better experience.

Regards

[Sharad S]

Hi @c.d.mitchell ,  The main purpose of introducing the Employee Center is to provide a unified enterprise experience to employees rather than silo engagements.  In your case, I would recommend having a single portal OOB solution rather than keeping IT and HR portal separately. For chat, better to move VA if you have licensed for that, as it will give consistent experience. If you dont have VA license entitlement for ITSM then would suggest using pre-chat survey which will decide which flow to use HR or IT then further conversations trigger based upon options selected by users (in pre-chat survey).

Please mark as correct answer/ helpful if the provided response resolves your query!

[Musab Rasheed]

Hello,

If you are fine with my response, Please hit like and mark my response as correct if that helps.

Regards