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Description

Overview

In Madrid, when agents create HR cases from chat sessions, the cases are created with a state of "ready".

Example

  1. Install the plugin "Human Resources Application: Service Portal". This will add the "Chat with HR" button on the HR Portal.
  2. As an end user, initiate a chat session.
  3. In a separate browser, impersonate a user who is a member of the group assigned to the HR chat queue.
  4. Go to the module Connect > Connect Chat and click on the Connect Support tab to pick up the call.
  5. Click on the Additional Commands menu and select the "Create HR case" button.

 

The resulting case will be in a state of "Ready".

 

 

Article Information

Last Updated:2019-08-02 20:36:39
Published:2019-07-23