Multiple agents to work on a single HR case

SY6
Tera Contributor

‎08-01-2023 03:57 AM

What is the best method to allow multiple agents (either from different or same assignment group) to be able to work on a single HR case simultaneously?

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Community Alums
Not applicable

‎08-01-2023 07:59 AM

Hi @SY6 ,

Provided the the agents who belongs to a group has proper roles, you can change the Assigned to other agents.

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Ravi Chandra_K
Kilo Patron
Kilo Patron

‎08-01-2023 08:48 AM

Hello @SY6 

Greetings!

here few things you can consider:

Use "Watch List": Add agents who need to collaborate on the HR case to the "Watch List." This ensures they receive notifications and updates about the case's progress.

 

Utilize "Activity Stream": The "Activity Stream" in ServiceNow enables real-time collaboration among agents working on the same case. They can post comments, ask questions, and share information to foster effective teamwork.

 

Consider "Live Agent Chat": If real-time communication is crucial, you can use "Live Chat" functionality into the HR case form. This allows agents to communicate instantly while working on the case.

 

Please hit the thumb and accept answer as solution if it helped!

 

kind Regards,

Ravi Chandra

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