Interview Authoring Example: Create Promotion Dispute Grievance Interview

Suppose Vision Corp wants to build a guide to help their HR Help Desk agents to resolve employee grievances.

Signed in as a HR Help Desk manager with author permissions, you can use these steps to author a grievance interview to resolve an employee promotion dispute:

1. From the Interview Definitions page, select Create interview.

2. Give the interview a name (for example, “Promotion dispute”) and select the Grievance template.

3. Select the object the interview will be available for (for example, Case will allow the interview to be used in action plans on the Case object). You are then ready to begin adding interview content.

4. Use the Introduction page to advise the agent on how to use the interview, and the types of grievances it is appropriate for.
5. Use the data collect questions to gather information about the employee’s concerns. For example, to collect the date the issue occurred, whether the employee has tried to resolve the issue themselves, and what their preferred outcome is.
6. Use fields to collect or confirm data already known about the grievance.
7. Use Conditional visibility to show or hide information based on the responses to previous questions.
8. Optionally, add Forms to generate a PDF at the end of the interview.

Note:

Use Assist AI to let AI generate the grievance interview content. Use Author's notes to add any comments that shouldn't be visible to the user. This is useful when you are designing and collaborating with other interview authors or for storing decisions on how to direct agents to resolve grievances.