Journeys/LifeCycle Events related

[ASHU_1]

1. In Lifecycle Events Configuration - I know we can configure Activity Sets and Activities - But how are they triggered, is there a flow or multiple flows (e.g. Onboarding) 

2. Start Date change in Onboarding - There is a separate HR Process/Record Producer - How can I know what it does? Flow? How does it impact the original onboarding case?

3. In cases where Onboarding or LOA is at the later date - do we keep the original case open? for example LOA - Do we keep the original case open until the employee returns back to office?

4. In Parental Leave of Absence, though life cycle events activities are configured. The HR services is configured on Total Rewards COE and Not Lifecycle Events COE, why? (What is the Leave of Absence Record/Table - Leave info is stored - I guess this is used for integration) does it have any relation to using Total Rewards COE?

5. In PLOA, there are few fields like Due Date, Leave Start Data, End Date, etc available in HR Classic Case form view, but I am not able to see it in the Agent Workspace view, how can we get it? what happens if the due date changes or leave start date changes- Is there an HR service for that as well separately? what happens if there is change in date, does the HR agent needs to manually change the dates on the classic HR case form, and that triggers the required flow and make adjustments to the process?

@Susan Britt @John Zhang1 

[Susan Britt · Accepted solution]

Hi @ASHU_1 

1. Each Activity Set will have a trigger, but then there are multiple workflows (e.g., HR Activity Launcher) that are initiated for lifecycle events.  If you open a lifecycle case in the platform view (not agent workspace) as an admin, you should see the "Show Workflow" Related Link.  
2. I would start by looking at the HR Service associated with that record producer to see if what it's Fulfillment type is (e.g., Flow). Depending on your setup, it may have absolutely no impact on your original case.  If you are talking about the OOB service/record producer, it is running the "Change Start Date" flow.
3. This will depend on your business needs and processes.  I have seen organizations do both ways.  For example, leave the LOA case open from start until return.  It can be suspended during the actual leave duration.  The flow can have trigger to wait until the expected return date to kick off new tasks for the return.  Some may have the original case and it store the leave dates associated with the person's HR profile.  Then have a scheduled job that runs when the return date is current date, then kick off a new case for the return from leave. 
4. Just because a service is a lifecycle event doesn't mean it has to be on the lifecycle event COE.  The leave of absence table is for integrations, but can be repurposed to be updated as part of your LOA process, regardless of the table/COE used.  
5. The fields available in the agent workspace view are updated via Form Layout, Form Builder or whichever you use, but select the "Workspace UIB" view.  There you can add the appropriate fields.  Be sure to create the appropriate UI Actions on the table to only show those fields when necessary (e.g., HR Service = PLOA).  Nothing happens OOB with changes to those dates, but you can configure the process as needed to meet your needs.  I would just caution to have the stakeholders think through all the scenarios, and not just one at a time when coming up with the process.  For example, what do you want to happen if the employee doesn't return from leave; what about the end date was just entered incorrectly at creation and not noticed until submitted, what if returning sooner than expected... if you are going to automate anything, consider the scenarios to architect the best solution that is scalable.

[ASHU_1]

@Susan Britt Thank you so much Susan! Really appreciate your knowledge and experience.