Add Fulfillment instructions

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • Provide instructions to workplace agents on how to fulfill a workplace case. Add instructions for new workplace agents and for complicated workplace cases.

    Before you begin

    Role required: sn_wsd_case.admin or sn_wsd_case.manager

    About this task

    Add instructions for fulfilling a workplace case.

    Procedure

    1. Navigate to All > Workplace Case Management > Workplace Case Management - Setup > Fulfillment instructions.
    2. Click New.
    3. On the form, fill in the fields.
      Table 1. Fulfillment Instruction form
      Field Description
      Name Name for the fulfillment instruction.
      Table Table containing workplace cases. The field is automatically set to the Workplace Case table.
      Condition Conditions that a workplace case should satisfy before you implement the fulfillment instruction. The instruction appears in the workplace case records which match this condition.
      • To add a condition, select Add Filter Condition.
      • To add an "OR" condition, select Add "OR" Clause.
      Active Option to activate the fulfillment instruction.
      Order The order in which the instruction is followed when there are multiple fulfillment instructions for a workplace case record.
      Instruction Fulfillment instructions to follow. Use the formatting options to change the style of the content.
      Knowledge articles Knowledge article to support the instructions.

      Select the unlock knowledge articles icon (Unlock Knowledge articles icon.) to add an article. Select the lookup icon (Lookup icon.) to search for an article.
    4. Click Submit.

    Result

    The fulfillment instruction is added. The instruction is displayed in the workplace case records that match the specified conditions.