Using Advanced Work Assignment for Source-to-Pay Operations

Enables shoppers or requesters to interact with agents to resolve their issues and get answers to their questions.

The Advanced Work Assignment for Source-to-Pay Operations application enables the following:

• Shoppers or requesters can start chat sessions using Virtual Agent from Employee Center to interact with live agents. For more information, see Virtual Agent for Sourcing and Procurement Operations.
• Agents, when online, get notified of incoming requests on new work items. By default, no more than five work items are assigned to an agent at a time. They can accept chat requests from the Source-to-Pay Workspace Inbox page to interact with shoppers or requesters. They also have the option to reject the chat requests, or transfer them to other queues or agents with more expertise on that topic, if needed.
• Agents can use various features like response templates, knowledge base articles, Agent assist, and so on, to complete their work and resolve the queries or questions from the shoppers. For more information on these features, see Email composer with quick messages and response templates in Source-to-Pay Workspace and Agent assist in Source-to-Pay Workspace.
• Agents can also create cases out of these interactions if any work item needs more analysis and help from the fulfiller. For more information on interactions, see Create a procurement case.

• Automatic case creation from emails
  Cases are automatically created from incoming emails from shoppers based on the keywords used by them in the subject lines and bodies of the emails.