I wanted to summarize the email visibility challenges we discussed, along with the current workaround the team is using.
Summary of Issue
We are seeing two primary challenges when engaging HRBPs or other HR COEs, and others outside of HR Agent Workspace:
• Private Notes Limitation
When using Work Notes (Private) to request clarification and mentioning an HRBP, the HRBP does not have access to the case if they are not an agent. As a result, they are unable to view or respond directly within company portal.
• Email Function Visibility Risk
When using the email functionality and removing the subject person, any responses received via email are being captured as additional comments on the case. These comments then become visible to the subject person, which creates a risk of unintentionally exposing internal or sensitive information.
Current Workaround
To manage this, the team is:
• Creating child cases when clarification is needed from HRBPs or other stakeholders
• Using the email functionality within the child case to communicate externally
• Keeping the parent case clean and appropriate for associate-facing communication.
This approach is helping limit visibility risks while still enabling necessary collaboration, though it is adding incremental steps and time for the team.
Next Steps
Is there a more sustainable solution or configuration change that can address these limitations?
