Salesforce Docs Portal

Interact with Employees

In HR Service Console, chat with employees to answer their queries and resolve their issues.

Required Editions

View supported editions.
User Permissions Needed
To interact with employees: HrServiceWorkspaceHrPsnl
  1. To view an incoming chat notification, click Omni-Channel in the utility bar.
  2. Review the notification, and accept the chat request from an employee.
    The messaging session record page opens.
  3. Use the Conversation component to chat with the employee and answer their queries or resolve their requests.
  4. To create a case, click New Case on the messaging session record page.
  5. Enter information in the New Case window.
  6. Save your changes.
    The case is created.
  7. Click the Details tab.
  8. Edit the Case field, and select the newly created case.
  9. Save your changes.
  10. To view the case record, click the case number.
  11. Share the case number with the employee for their reference.
  12. To end the chat, click End Chat.