"How do I add thumbs up and thumbs down feedback actions to response templates in Agent Workspace? Please refer to the screenshot below. I need help with this, as I’m new to this kind of requirement." @Ankur Bawiskar @Harsh Vardhan @asifnoor @Jaspal ...
Hello All, I'm having an issue with Virtual Agent search. My VA is only returning HR related results for catalogs and KBAs. Whenever I'm searching for any IT related stuff, it is not returning anything. Please see the below snapshot. Here, I searched...
Hello, I am wanting to include the Upcoming Events widget in an Employee Center Pro portal. I'm wondering if it is possible to display upcoming events and holidays based on region of where the user is located, and tailored to their user role. Is it a...
We have a separate knowledge base for our Policy library, and I want to add another search element to the Agent Assist (on the right side bar of Agent Workspace). I tried to get assistance from HI support, but they only pointed me to documentation th...
I have a record producer with a text field variable. If i type any keyword in the text field, i need to get all the matching search results say for eg: kb article/hr cases/record producers, using genAI feature(mandatory).@SumanthDosapati @Ankur Bawi...
HI All, We found an issue where the report on the dashboard is not working as expected.We have created a simple report based on assignment group, state and group by assigned to, but the report is showing only the tickets assigned to themselves not al...
Hi,A case is sent to the Manager for approval but Manager has the below options available: I tried to figure out the solution but does 'Configure Choices' the right solution as in that case it doesn't trigger the next action of 'Awaiting Acceptance' ...
What is the process flow of tickets in ITSM and HRSD together? How are these two interconnected?
Hi i recently configured AWA which is auto assigning cases to agents which is working good, so by OOTB functionality observed that there is a inbox card where agent can accept/reject HR case like below screenshot But my question is there a way can w...
How to update Your Employee card (at a glance) on HR case or interaction record in HR Agent Workspace.
Hi, I am trying to run down how to auto-populate a PDF form field. The field is "date signed" and should be auto-populated with the date that the form received a signature from the employee. I believe this involves PDF Template Mappings but am t...
Hi,I have a requirement where I need to create a list in HR agent workspace which shows the HR cases having the skills of logged in user. I see in UX list we can only add the simple conditions but not script. Can anyone guide me here how can I do tha...
Hello, I have a field, Appraisal Due Date, on an Employee Relations case form, which I'll like to HIDE if the form was submitted via the self-service portal. I thought just setting up a UI Policy would solve my problem, but it didn't. Is there any...
We've noticed recently in our production instance that emails coming from personal email addresses create a case from the Guest user account. It is my understanding that the OOB "Create HR Case" inbound action is meant to handle this by searching for...
Is there a way to clear conversation history from the Virtual Agent? I can see there are Conversation / Conversation Message tables but I dont want to start deleting records out of those until I'm sure there's not a "real" way to do this. Thanks!...
