Hi ,
In the HR agent Workspace , I have 13 HR services in the system and I wanted to make sure that COE of one particular HR service must be visible in workspace, rest all other to be made invisible for the HR agents to create the HR case.
Note: All other COEs HR services must be available in the Employee Center.
Can any one help here ?
@haripriya5 Using the OOtB Cae Creation Configuration you have the ability to filter services using a condition. This may be a configurable way to meet your use case. Only make the HR Services available that are within the COEs you want available to the agents. As an example, in the image below I dot-walked to the COE using the Topic Detail>Topic Category > COE to filter to the ER COE as the service condition.
If my answer has helped with your question, please mark my answer as an accepted solution and give a thumbs up.
Regards,
Mike
@haripriya5 Using the OOtB Cae Creation Configuration you have the ability to filter services using a condition. This may be a configurable way to meet your use case. Only make the HR Services available that are within the COEs you want available to the agents. As an example, in the image below I dot-walked to the COE using the Topic Detail>Topic Category > COE to filter to the ER COE as the service condition.
If my answer has helped with your question, please mark my answer as an accepted solution and give a thumbs up.
Regards,
Mike
@michaelj_sherid Thank you again for your answer . Also I would like to reiterate my requirement -
ER admis / agents must be able to see only COE -Employee Relation case creation and other HR Agents /Admins should be able to see other COEs . Is that Do I need to create a new configuration adding all other COEs over there,can you pls advise
