Case Management for HR July

Now that you’ve heard a snapshot of what's to come - 1 being 'Zero Confidence' to 4 being 'Extremely Confident', what's your confidence level.....?

• 1 Zero Confidence

• 2

• 3

• 4 Extremely Confident

How do you open your own HR Agent Workspace?

• Workspace, then HR Agent Workspace

• My Onboarding Tasks

• MS Outlook

In the Interactions area of your HR Agent Workspace, how many sections are there?

• 12

• 5

• 3

In a list – which icon would you click on to add / remove data columns shown?

• Refresh

• Filter

• Cog

When you select “Assign to me” in Interactions, what does the State field change to?

• “Converted”

• “Work in Progress”

• Case Number ###

Who’s name appears in the Subject Person field?

• “Person request is about”

• “Client who sent request”

• “Persons People Leader”

What 'State' would you select for an invalid interaction?

• Closed Complete

• Closed Abandoned

• On Hold

In your HR Agent Workspace dashboard, where can you find all the cases that have been assigned to you? Select the correct 2 answers

• My Interactions

• My Teams Open Cases

• Overview – All Cases

In your HR Agent Workspace dashboard, where can you find the closed cases from last month?

• My Teams SLA breached

• My Teams Open Cases

• Cases Closed …last 6 months

In your HR Agent Workspace dashboard, where do you find all cases of differing types? Select the correct 2 answers

• SLA breached

• High Priority

• My cases by request type

• Overview-All Cases