Resolve HR cases using guided decision trees in Agent Workspace for HR Case Management

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Quickly resolve HR cases using guided decision trees that provide a predetermined sequence of questions to triage employee cases.

    Before you begin

    Role required: sn_hr_core.admin or sn_hr_core.case_writer

    About this task

    For more information about guided decision trees, see Configuring Guided Decisions.

    Procedure

    1. Navigate to All > HR Case Management > Agent Workspace for HR Case Management.
    2. Select the Lists icon (Lists icon).
    3. Select an HR case.
    4. In the contextual side panel, select the Recommendations icon ( Recommendations icon).
    5. Select StartGuided trees - start.
    6. Select your response and then select Next to progress through the decision tree.
    7. When you want to end the decision tree, select Dismiss.
    8. Optional: Select View my responses to view all the responses chosen in the decision treeGuided decision tree.