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Administrator Guide
Last Updated: 2023-06-23
Set Up Case Agent

Set Up Case Agent

You might need to take additional steps to enable this feature based on your organization's subscription service agreement. Your organization is either on the Main Service Agreement (MSA) or the Universal Main Service Agreement (UMSA). To determine your organization's subscription service agreement:
  1. Select your profile avatar on Workday Community.
  2. Select
    Profile
    .
  3. On your profile page, select your organization's name, which is beneath your name and next to your job title.
  4. View your
    Subscription Service Agreement
     value.
If the value is:
You can set up the Workday Case Agent to enable case solvers resolve their cases more efficiently by classifying, assigning and summarizing cases. Register, configure, and activate the Case Agent in Workday using the
Agent Management Hub
 and then enable AI case assignment for your service teams using the
Maintain Case Agent Skills
task.
  1. Access the
    Agent Management Hub
     report.
  2. Select the
    Unregistered Workday Agent
     tab.
  3. For the
    Case Agent
    , click
    Register
    .
  4. Select the
    Confirm
     check box, and then select
    OK
     to complete the registration. Workday moves the
    Case Agent
     to the
    Agent Registry
     tab.
  5. Select the
    Agent Registry
     tab and then click on the
    Case Agent
     name to configure the agent.
  6. From the agent's profile view, click
    Configure Agent
    .
  7. From the
    Status
     column, make each relevant skill available by enabling the toggle slider.
  8. For the:
    1. Case Classification
       skill, populate the
      Available To
       prompt with the
      Employee as Self
       security group.
    2. Case Assignment
      skill, populate the
      Available To
       prompt with the security group containing the Case Agent Integration System User. See Create Integration System User for Case Agent
    3. Case Summaries
       skill, populate the
      Available To
       prompt with the security groups you want to provide access to. We recommend using a security group for case solvers or case managers.
    Workday evaluates both user access to the agent and the user access to the APIs the agent is executing as tools at runtime, so Workday recommends that you evaluate alignment between the security groups in the
    Available To
     prompt and the security groups that have permissions for the Tools the agent might execute. Use the
    View Security for Agent Skill
     report to view detailed information about the agent’s tool APIs and the respective domain or business process security policies and permissions.
  9. Click
    Activate
    .
  10. (Optional) For the
    Case Assignment
     skill, access the
    Maintain Case Agent Skills
     task.
    1. Enter the ISU you created in the
      Integration System User for all ambient skills
       field.
    2. In the
      Assignment
       tab:
      • Use the
        Roles to Exclude from AI Case Assignment for All Service Teams
         field to exclude specific roles from AI case assignment. You can view and edit the roles your team members have assigned by accessing
        Roles
        Assign Roles
         as a related action off the service team in the
        View Service Team
         task.
      • Use the
        Select All
         check box to enable AI case assignment for all of your service teams.
      • Alternatively, you can use the
        Enable
         check box to manage AI case assignment for your individual teams.
      We recommend verifying that workers aren’t assigned to any included roles to ensure they don't receive case assignments for a team. If a worker is assigned both excluded and included roles, the included role takes precedence, and they will remain eligible for case assignment. To review the assignable roles for your service teams, use the
      Maintain Assignable Roles
       task to create or manage the roles for your service team in the
      Enabled For
       column.
Case Agent is enabled in your tenant and case solvers who have access to the security groups you specified for each skill can use that functionality within the Help Workspace.