Hi,
From an agent’s perspective, how does the HR walk-up process work? I want to understand what an agent needs to focus on and what changes are necessary to handle a walk-up appointment.
In my understanding:
-A requestor creates an appointment via the portal.
-This creates a walk-up record linked to an interaction record, as well as an appointment booking record.
-The agent then starts working on the HR walk-up appointment from the HR agent workspace.
Is the interaction record required for an agent to start working on the HR walk-up record?
It seems that the HR walk-up process relies on the interaction record as the primary interface for communication and case creation. SN docs point 3 and 4 says that walk-up appointment record is a read-only view of the walk-up appointment and and indicates to start working on the interaction.
Can anyone confirm if the interaction record is necessary for HR walk-up process ? What is the purpose of having it automatically created and associated with the HR Walk-up record?
How should this process look from the agent’s perspective?
