About Case Agent

The Case agent is an AI agent that assists case solvers with resolving cases in Workday Help.

Skills are specific actions or tasks that an agent can take. Each skill is further made up of tools, which are Workday APIs agents use when executing skills.

Use the:

Agent Management Hub
to view the descriptions of each Case Agent skill and which tools are associated with each skill.
View Security for Agent Skill
report to view the required and recommended security policies that must be configured for each tool.

The Case Agent uses Generative AI, an evolving technology. Although built and tested for high accuracy, it can occasionally present unexpected results. Always review the output. Before acting on the results, verify them against the source of truth.

Case Agent supports these languages:

Dutch
English
French
German
Japanese
Spanish

The

Case Classification

skill is available on the

Create Case

task on Workday Desktop only.

The

Case Assignment

skill automatically assigns cases that are created using the

Create Case

task on Workday Mobile and Desktop only. It won’t assign cases created from email, from business processes, or from the

Create Case Advanced

task. If the case is created on the weekend, the case agent looks at the next working day’s (Monday) absence for case solvers to assign cases.

The

Case Summarization

won’t summarize content that is contained within files attached to the case conversation or questionnaire.