Reference: Edit Tenant Setup

Option	Description	More Information
ID Sequence Generators	The format for sequential case IDs.	Create ID Definitions and Sequence Generators
Messages	The brief message that displays when a user creates a confidential case. The default message is 'This case is confidential. Only a select group of case solvers can access this case.' You can accept the default or specify a custom confidential case message of your own.
Notifications	Specifies whether case notifications include potentially sensitive information or are limited to recording case actions.
Case Solver Visibility	Specifies whether case solvers have access to nonconfidential cases that they create, regardless of which teams the cases are routed to.
Case Sharing	Specifies whether case solvers can share nonconfidential cases with other active Workday workers who aren't members of the Help service teams. Workers outside of the service team require domain access to add messages or internal notes to a case that a case solver shared with them.
Case Type and Service Category	Specifies whether case types display either a high or more granular level of detail when creating a case. The mobile app doesn't support the display of case type descriptions. Additionally, Workday Assistant doesn't support the option to group case types at a granular level.
Email Case Creation	Specifies if external users can create cases by email. Specifies the email address that Workday uses to create a case. If you select Use the Original Sender as the Case Creator , Workday creates a case for the contact who initially sent the email (the original sender). If you select Use the most recent sender in the email ingestion delivery chain as the case creator , Workday creates a case for the most recent email address that forwarded or redirected the email. Specifies email addresses that Workday excludes as case creators when using the Use the most recent sender in the email ingestion delivery chain as the case creator email case creation option. Enables you to manually assign a case owner if the case owner can’t be easily identified.	Steps: Set Up Email Case Creation
External Cases	Specifies the default case type for cases created by email. You must specify a default case type in this field to enable case creation by email functionality.
Case Communication	Specifies if users can communicate with case solvers by email.
Case Linking	Specifies whether case solvers can link cases together.
External Record Linking	Specifies whether you can link external cases from other systems to Help cases using the External Records REST APIs.
Business Process Case Creation	Specifies the default external case contact for cases created by a business process. If a business process fails to add an external case contact as a case creator, Workday uses the contact defined in this field as the case creator and enables the business process to move forward.
Information Message on Create Case	Specifies the custom text and Knowledge article that displays for users on the Create Case task when creating a new case.
Reopen Cases	Specifies whether case owners can reopen resolved cases from the Help Center. If enabled, case owners can reopen case resolved for less than 7 days. This option does not apply to external case owners.
AI Features	Specifies whether article authors can use the AI Article Summarization and AI Article Translation features.	Summarize Articles with AI Translate Articles with AI
Audience Evaluation	Specifies whether Workday indexes your Knowledge article users and articles audiences. If enabled, Workday retrieves an article and determines if the active user has permission to view that specific article more quickly.

ID Sequence Generators

The format for sequential case IDs.

Create ID Definitions and Sequence Generators

Messages

The brief message that displays when a user creates a confidential case. The default message is 'This case is confidential. Only a select group of case solvers can access this case.'

You can accept the default or specify a custom confidential case message of your own.

Notifications

Specifies whether case notifications include potentially sensitive information or are limited to recording case actions.

Case Solver Visibility

Specifies whether case solvers have access to nonconfidential cases that they create, regardless of which teams the cases are routed to.

Case Sharing

Specifies whether case solvers can share nonconfidential cases with other active Workday workers who aren't members of the Help service teams.

Workers outside of the service team require domain access to add messages or internal notes to a case that a case solver shared with them.

Case Type and Service Category

Specifies whether case types display either a high or more granular level of detail when creating a case.

The mobile app doesn't support the display of case type descriptions. Additionally, Workday Assistant doesn't support the option to group case types at a granular level.

Email Case Creation

Specifies if external users can create cases by email.

Specifies the email address that Workday uses to create a case.

If you select

Use the Original Sender as the Case Creator

, Workday creates a case for the contact who initially sent the email (the original sender).

If you select

Use the most recent sender in the email ingestion delivery chain as the case creator

, Workday creates a case for the most recent email address that forwarded or redirected the email.

Specifies email addresses that Workday excludes as case creators when using the Use the most recent sender in the email ingestion delivery chain as the case creator
email case creation option.

Enables you to manually assign a case owner if the case owner can’t be easily identified.

Steps: Set Up Email Case Creation

External Cases

Specifies the default case type for cases created by email.

You must specify a default case type in this field to enable case creation by email functionality.

Case Communication

Specifies if users can communicate with case solvers by email.

Case Linking

Specifies whether case solvers can link cases together.

External Record Linking

Specifies whether you can link external cases from other systems to Help cases using the External Records REST APIs.

Business Process Case Creation

Specifies the default external case contact for cases created by a business process. If a business process fails to add an external case contact as a case creator, Workday uses the contact defined in this field as the case creator and enables the business process to move forward.

Information Message on Create Case

Specifies the custom text and Knowledge article that displays for users on the

Create Case

task when creating a new case.

Reopen Cases

Specifies whether case owners can reopen resolved cases from the Help Center. If enabled, case owners can reopen case resolved for less than 7 days. This option does not apply to external case owners.

AI Features

Specifies whether article authors can use the AI Article Summarization and AI Article Translation features.

Summarize Articles with AI

Translate Articles with AI

Audience Evaluation

Specifies whether Workday indexes your Knowledge article users and articles audiences. If enabled, Workday retrieves an article and determines if the active user has permission to view that specific article more quickly.

Reference: Edit Tenant Setup - Help