Concept: Benefits Decision Support for Self-Service Agent
The
get_benefits_decision_support
tool for the Self-Service Agent enables employees to compare and understand the differences between benefit plans during and outside of the enrollment process.Employees can use this tool in the Self-Service Agent to:
- Answer questions about benefit plans.
- Retrieve and present benefit plan data definitions.
- Create and present comparisons between benefit plans.
- Help understand which plan is the best fit for their unique situation.
- See the changes in plans from the prior year.
- Understand complex benefit concepts.
The Self-Service Agent retrieves benefit plan information from these sources in your Workday tenant:
- Expanded plan details: See: Create Health Care Plans.
- Benefits Knowledge Base articles. See: Set Up: Benefits Knowledge Base Articles and Generate Help Articles for Benefit Plan.To source content from Knowledge Base articles, you must have access to the Workday Help SKU. Knowledge Base articles are not required to use theget_benefits_decision_supporttool for the Self-Service Agent.
- SharePoint documents connected to the Self-Service Agent with thePolicy Intelligenceskill andsearch_policy_documentstool. See: About the SharePoint Connector for Self-Service Agent and Connect a Microsoft SharePoint Account to Self-Service Agent.
Ensure that all necessary benefit plan details are accessible to employees through the sources above. We recommend adding any supplemental benefit plan information that isn’t included in the
View Benefit Plan
task or benefit enrollment instructions, such as deductibles, copays, prescription costs, procedure coverage, and network details, into a policy document for the agent to reference.The
get_benefits_decision_support
tool for the Self-Service Agent enables employees to maximize the value of their benefit offerings and enhances the enrollment experience by providing a resource to quickly receive benefit plan-specific answers that assist in decision-making. The tool saves time for employees by enabling users to receive benefit plan information without having to search for Knowledge Management articles or reach out to Benefits administrators. It understands who the user is and tailors the answers accordingly, leveraging access to Workday’s system of record.