Create playbook for HR case for the agent and the employee (portal/workspace)

[arialouis]

Hello,

I would like to know if it is possible to create playbooks for standard HR service requests.
The employee must enter their HR case in a playbook on the portal.
And the agent must continue in the workspace, still in the playbook.

I thought about Lifecycle Event, but for me it's for large inter-departmental processes.

That's why I'm asking the question today.

Regards,
Thanks

[Wessel van Enk]

Hi @arialouis,

It's possible to create playbooks for standard HR service requests in the workflow designer, so that employees can initiate their HR case via a guided experience on the portal (via record producers or catalog item) and agents can continue handling the case within the HR Agent Workspace using the full Playbook UI.

Lifecycle Events are good to use for more complex, cross-departmental processes, so for simpler HR services, standard playbooks is indeed the recommended approach.