Interaction management in Finance Operations Workspace

Any finance request made through chat is logged in an auto-generated interaction record. Specialists can choose to create a case from the interaction record, create a request, and associate an interaction record with an existing finance case record.

The Details tab of an interaction record contains details of the interaction.

For more details on the fields, see Interaction form.

• Finance Operations Workspace inbox
  Use the inbox to manage your incoming work items, such as chats and cases.
• Create a new interaction
  An interaction record is automatically created when you accept a chat through the chat queue in the Finance Operations Workspace. You can also manually create an interaction from the list page of the Finance Operations Workspace.
• Create a finance case from an interaction
  An interaction record is automatically created when you accept a chat through the chat queue in the Finance Operations Workspace. You can create a finance case from an interaction record for further investigation.
• Associate an interaction with a finance case
  Associate an interaction record to a finance case, if the interaction is related to an existing finance case.