Adding field representatives

A field representative is an employee, not a service center user, who has permission to create cases on behalf of certain other employees. A field representative has jurisdiction over one or more groups of employees. Field representatives use the Field Representative Ask self-service web application to create cases regarding the employees in their jurisdictions. These cases are considered the field representative’s cases: the field representative is the Employee on the case and employee for whom the case was created is the Regarding employee. Field representatives can exchange dialogue with the service center, track progress and retain reference to their cases.

The HCMFieldRepJurisdiction jurisdiction identifies employees in the organization that are managed by one or more field representatives.

  1. Select Service Center > Service Groups.
  2. Create a service group. Specify the jurisdiction as HCMFieldRepJurisdiction.

    See Adding and editing service groups.

  3. Click Service Center Employees.
  4. Add the employees who are service representatives in the group. For each employee, set Field Representative to Yes. Specify the jurisdiction groups to which each service representative belongs.

    See Adding service users to service groups.