HRSD in Service Operations Workspace

[Sabrina Ethridg]

I have a customer asking to have one workspace for their help desk that responds to both IT and HR inquiries, rather than having to switch between HR Agent Workspace and SOW, I was thinking of adding some HRSD functionality to SOW.    Has anyone done this and can share their experience, good or bad?

[Sandeep Rajput]

@Sabrina Ethridg Since these product lines differ in nature, the tasks/cases related to them should be shown via separate workspaces. Apart from the user experience, there could be issues in terms of compliance or employee experience as an IT guy working on the SOW workspace resolving incidents may not be the right person to handle sensitive HR Cases.

One of our customers are so fussy about the HR agents working on one COE seeing cases from other COE due to security issues. Imagine asking such a customer to use SOW workspace to resolve HR cases.