Using HR Service Delivery Playbook

Currently, HR Service Delivery Playbook is only available for use with lifecycle event HR cases.

Playbook shows as a tab on the HR Agent Workspace form after displaying an LE case.

Note:

The Playbook tab only appears after the HR case has moved to Ready or Work in Progress. This triggers the lifecycle event and data appears for all launched activities.

Selecting the Playbook tab allows you to view and work all lifecycle event activities and their child tasks in a single pane.

Note:

Tasks that are created ad-hoc and not part of the workflow do not appear in the tab, but may be accessible in regular related lists.

Lifecycle event

The title of the lifecycle event is at the top below the Playbook tab in the stage panel.

Activity sets

The list of lanes along with their status icon appear below the lifecycle event description.

Under the New Hire Onboarding (Demo) lifecycle event are five (5) activity sets:

• Start onboarding
• Prepare for day 1
• Start your new job!
• Ramp up
• Initial check-in

Activities

Click on an activity set to view the associated activities.

HR Playbook add a note or comment

You can add a work note or comment to an HR lifecycle event case from Playbook.

Before you begin

Role required: sn_hr_le.case_writer

Procedure

1. Navigate to All > HR Case Management > HR Agent Workspace.
2. Select a lifecycle event case.
3. Click an activity set.
   
4. Click an activity within the opened activity set.
   
5. Click the Add note or comment icon .
   
6. Select Work notes (Private) or Comments.
   
7. Enter text and click Post Work notes (Private) or Post Comments.
8. Click the Filter by icon to filter by activities.
   
9. Check the filters you want to show activities under.
10. Click the More Options icon .
    
11. Select the filters you want to use to show activities by.

HR Playbook open a case or a task

You can open a sub-case or task on an HR lifecycle event case from Playbook.

Before you begin

Role required: sn_hr_le.case_writer

Procedure

1. Navigate to All > HR Case Management > HR Agent Workspace.
2. Select a lifecycle event case.
3. Click an activity set.
   
4. Click an activity within the opened activity set.
   
5. Click the Open task icon .
   
6. The details of a sub-case or task opens.
   
7. You can make edits and click Save.
8. To return to Playbook, click the Details tab.

HR Playbook see activity

You can view the activity stream in a modal from HR Playbook.

Before you begin

Role required: sn_hr_le.case_writer

Procedure

1. Navigate to All > HR Case Management > HR Agent Workspace.
2. Select a lifecycle event case.
3. Click an activity set.
   
4. Click an activity within the opened activity set.
   
5. Click the See activity button.
   Note:

   Only agents with access to the case card and not assigned to the case can see this button. The Assigned to agent does not see this button.

   

   Activities can have links to training, videos, or catalog items. The state of the activity also appears to the right.

   Note:

   Clicking the Catalog Item link opens the general catalog page.

HR Playbook add attachment

Depending on the activity, you can add attachments from Playbook.

Before you begin

Role required: sn_hr_le.case_writer

Procedure

1. Navigate to All > HR Case Management > HR Agent Workspace.
2. Select a lifecycle event case.
3. Click an activity set.
   
4. Click an activity within the opened activity set.
   
5. Click +Add File.
6. Select the file you want to up load and click Open.

HR Playbook rescind an activity

You can cancel and revert work done in a lifecycle event case using the rescind process.

Before you begin

Role required: sn_hr_le.case_writer

For more information, see Configure the rescind process for a lifecycle event.

Procedure

1. Navigate to All > HR Case Management > HR Agent Workspace.
2. Select a lifecycle event case.
3. Click Rescind.
   
4. Enter a reason for rescinding the case.
   Note:

   You cannot undo a rescind, so proceed with caution.
5. Click OK.
   The rescind activities appear and future activity sets are cancelled.

View email sent to opened for or subject person

As an HR agent, you can view emails to the opened for or subject person on a lifecycle event case.

Before you begin

Role required: sn_hr_le.case_writer

Procedure

1. Navigate to All > HR Case Management > HR Agent Workspace.
2. Select a lifecycle event case.
3. Select an activity set.
4. From any activity, when there is a See email body button, click it.
   
5. Click the X at the top, right corner of the email to close it.