Using the More icon in Agent Workspace for HR Case Management

You can use the more icon from Agent Workspace for HR Case Management to perform many duties related to working on an HR case.

More icon is displayed at the top right corner of the Details tab when working on a case.

From here, you can:

• Associate interaction: Associate the displayed case with an interaction.
• Compose Email: Send an email from an HR case. The New Email Draft tab opens to compose and send the email. The To field is automatically updated with the Subject person's email ID. Agent can retain the email or add email. For more information, see Sending an email in Agent Workspace for HR Case Management.
• Set reminder: Create a reminder to ensure followup by a specific date. For more information, see Create a reminder in Agent Workspace for HR Case Management.
• Create additional case: Create another HR case without leaving the case you're viewing or working on. For more information, see Creating a case from an HR case.
• Add task: Add an HR task to the case. For more information, see Create a task for a case using Agent Workspace for HR Case Management.
• Transfer case: Reclassify a case for another HR service. For more information, see Transfer a case in Agent Workspace for HR Case Management.
• Escalate case: Assign important cases to another tier or agent with more expertise. For more information, see Escalating a case in Agent Workspace for HR Case Management.
• Delete: Delete the case you're working on.