Hr Fullfillment instructions - can it be a checklist

[Paulina]

Hi,

I am looking into 'Fullfillment instructions' functionality.

Can it be set up as a checklist, so agent would tick mark steps that have been completed. Sometimes we have tickets that go through few teams and it would be good to be able to see which actions have been performed.

[Musab Rasheed]

Hello,

Yes you can make use of checklist there in HR service form so that it can be reflecting for HR service in case form. Mark my answer as correct if that helps

Regards

[John Zhang1]

HR Fullfillment instructions is like Web page (KB article), which can be linked to HR case based COE or COE HR Service. 

You can create any type of HTML elements like a checklist.  

If my reply is Helpful/Correct, please mark the answer as Helpful/Correct.

[Susan Britt · Accepted solution]

Hi Paulina,

I wouldn't attempt to recreate a checklist in the Fulfillment Instructions field.  As @Musab Rasheed mentioned, there is OOB functionality to add a checklist to the HR Service.  I would recommend using that.  It will appear on the HR Case for the agent to mark steps off as they are completed.  If the agent is using the platform view, they can mark them off.  In HR Agent Workspace, the checklist is read-only until San Diego Next Experience, if I'm not mistaken.