Examples on how to configure the HR case form for an HR service.
Example: Additional fields for 401(k) HR case forms
You are part of an enterprise HR organization using the HR Service Delivery
application. You have several HR services related to 401(k) retirement benefits, and you
want to add several additional fields to the HR case form, specifically the benefit plan and
the list of retirement benefits for the subject person. This way, HR agents can have access
to that information when working on that case type. Configuration of the HR case form for an
HR service is a two-part process:
First, you need to add the fields and/or related lists you want to appear on the HR case
form for that HR service in the HR Service Additional Information
related list.
Second, you need to configure the HR case form for the COE that the HR service is
categorized under. For the 401(k) retirement plan enrollment inquiry HR service, that COE is
HR Total Rewards. Open any HR case for the HR Total Rewards COE. In the HR case form header,
click the hamburger icon and navigate to . Make sure the additional fields are included under the Selected column.
Once the configuration is complete, HR agents that are working on a 401(k) case will see
the additional fields you added to the HR case form. This enables the HR agent to use the
additional information as they work on the HR case.
Example: Requesting an e-signature for an HR document template
You are configuring an HR service to request electronic signatures for HR document templates
using HR e-signature. Unlike managed documents or
knowledge articles, the HR document template that the signatory will sign is selected on the
HR case form. Therefore, you need to add the PDF Template field to
the HR case form for your HR service. This way, HR agents can select the HR document
template that they want the employee to sign when creating that case type.
First, on the HR service form, under the HR Service Additional
Information related list, add the PDF Template
field.
Second, create an HR case or open an existing case that is part of the COE that your HR
service is categorized under. On the HR case form header, click the menu icon and navigate
to . Make sure that the PDF Template field is included
under the Selected column.
Now, when an HR agent requests an electronic signature for an HR document template, the
PDF Template field will appear on the HR case form for that HR
service. This enables the HR agent to select an HR document template, preview it, and
generate it so that the employee can then electronically sign the document.
