Use recommended actions
Provides real‑time, actionable guidance, and relevant resources that help HR agents speed up case resolution.
Before you begin
Role required: sn_hr_core.admin or sn_hr_core.case_writer
About this task
Note: If there are any existing guided decisions, add those decisions within the HR case context in Recommended Actions for HRSD.
Procedure
Navigate to All > HR Case Management > Agent Workspace for HR Case Management.
Select the Lists icon (
Image omitted: agent-ws-hr-list-icon.png
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Select an HR case.
In Contextual Side Panel, select the Recommendations icon (
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Review similar cases, relevant KB articles, and suggested actions in the context of the current case.
Option Description Similar cases Use the View case option to review the full details of the case. KB search Use the following options as needed: Attach and add link in comment, Read article, Attach and add link in email, Add link in worknote, and Copy link. Suggested actions Use the Create an HR approval option to add an approval to the case as needed.
Image omitted: recommendation-hrsd.png
Recommendations panel showing similar cases, KB search results, and suggested actions for HR case
Recommendations panel showing similar cases, KB search results, and suggested actions for HR case
Image omitted: rec-hr-case-approval.png
Create HR approval dialog with approval details and assignment options
Create HR approval dialog with approval details and assignment options