User Experience from Employee Center vs HR Agent Workspace (Configurable)

[Dave Littlejohn]

I noticed that if a case was submitted via the portal, there is additional information that is available when pulling up the request (the variables from the record producer and additional details tab which also shows the variables):

These values are filled out at the expected places on the case (table):

When an agent manually creates a case from HR Agent Workspace, they are not being displayed in the portal though:

     

After some research, it seems like there is no out-of-the-box configuration solution and would require some sort of customization. 

My question is how are other companies solving for this different user experience? 

[Community Alums]

HI @Dave Littlejohn ,

You got it right!! This is a OOTB behavior and the way it's been built such that anyone who is submitting the case from portal, if the user want to know what has been filled on the form while submitting the form , they can navigate to additional details and refer.

While on workspace that's for HR Agents and they know what's been filled on the workspace form and they can always comeback and check from details section.

Whereas, a user who is not an agent and use portal, if they want to submit a request, a new form will open.

How we handle is by educating which persona would use what UX for their use.

[Dave Littlejohn]

How would a user know what the case is for without the details being shown? Especially if they have multiple cases active that were opened by the agent in workspace?