Create a Case from a QuickTip

Workday Help SKU

Steps: Set Up and Manage the Guidance Workspace

Security: Set Up: Tenant Setup - System
in the System functional area.

You can enable users to create a Workday Help case from a QuickTip and reduce the number of abandoned tasks or tasks completed with errors. This improves case resolution metrics, reducing case resolution time and improving case satisfaction scores, because the case solver knows the task the worker or manager created their case from.

Access the

Edit Tenant Setup - System

task.

Select the

Allow Help Cases to be created from QuickTips

check box to display the

Create a case link

on all published QuickTips.

(Optional) Select a default case type in the

Default Help Case Type made from QuickTip

field. Setting a default case type applies to all QuickTips published from the Guidance Workspace.

Save your changes in the

Edit Tenant Setup - System

task.

The

Create a case

link now appears in QuickTips in your tenant. If a worker selects the link, they will be redirected to the Create Case
task and the Case Type
and Case Title
fields are pre-populated if a default case type is set in the

Edit Tenant Setup - System

task.

You’re a case solver working with the

Allow Help Cases to be created from QuickTips

check box enabled in your tenant. A new joiner is completing the Get Feedback on Self
task. While completing the task, they are unsure which template to use and select the

Create a case

link in the QuickTip associated with the

Feedback Template

field. In the Overview
tab on the case in your queue, you can see that the case was created from the Get Feedback on Self
task and the time it was created. You use this context to respond in a timely manner.