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- 1 Questions and Answers
- What's a resource team?
- How do I configure infolets for my users?
- What's Import and Export Management?
- How do I modify lookups for Help Desk requests?
- How are inbound messages processed?
- How do I configure the media toolbar?
- How do I create an inbound message filter?
- How do I view Help Desk analyses using OTBI?
- What's Computer Telephony Integration (CTI)?
- What are work assignments?
- How do I manage SmartText entries?
- How do I configure an email channel?
- How do I configure profile options for inbound and outbound email in Help Desk?
- How do I assign work to agents?
- How do I set channel capacity?
- What happens if a newly created request isn't assigned to a queue?
- How do I enable Smart Text for Help Desk?
- What are the different infolets, and who has access to them?
- Can I add a logo to help desk outbound emails?
- How do I configure the presence and availability privilege?
- Is reporting and analytics available in Help Desk?
- How do I set up a delegation for users to create Help Desk requests on behalf of others?
- How do I manage action plan actions for Help Desk?
- How do I manage resource teams?
- How are business units for set up for Service and Help Desk?
- How do I enable multiple business units for Help Desk?
- How do I manage resource teams?
- How do I set up request visibility based on queue?
- How do I change acknowledgment messages for inbound email?
- How do I set notification preferences?
- How do I define notification triggers?
- How do I set up groovy notification triggers in Help Desk?
- How do I enable notifications?
- Export Data
- Can I configure the prefix for Help Desk requests?
- How do I set up a Slack channel: Method 2?
- How do I automatically route chat work assignments to agents?
- How do I change email templates to display the email thread?
- How do I display email thread of past conversations?
- How do I configure profile options to display an email thread?
- What's the life cycle of a help desk request?
- Why assign an owner to a queue?
- How do I add the queue owner field to the page layout?
- What's a Coverage Schedule and how does it work?
- How do I set up more condition columns for standard coverage entitlement rules?
- How do I set up a milestone based on a field I created?
- How do I add the milestone to the Manage Service Milestone Configuration Task in Help Desk?
- What are some examples of inbound message filters?
- How do I enable subscription coverages for entitlements?
- How do I use Groovy script to notify an agent that a service request has been assigned?
- How do I assign work to a queue?
- How can I be notified when someone replies to a message?
- How do I create queues?
- Can I use surveys with Help Desk?
- Can I manually close a Help Desk Request?
- How do I enable the Help Desk offering and its features?
- How do I define email templates?
- How's a help desk request closed?
- How do I enable the Help Desk offering and its features?
- What functional areas are supported by the Help Desk offering?
- How do I configure email for Help Desk?
- How do I synchronize worker data loaded through HDL in Help Desk?
- How do I manage assignment objects and assignment rules for Help Desk?
- How do I manage help desk request categories and product usage groups?
- How do I set up a role with read-only access?
- What happens when a customer sends an HR Help Desk email?
- How do I enable the ability to add all contacts and team members or add additional email recipients?
- How do I set up a Slack channel?
- How do I make a field read only or required?
- What are the profile options for Help Desk?
- How do I manage scheduled processes for help desk requests?
- What happens when an employee sends a help desk email?
- What are the job and duty roles for Help Desk?
- What roles does the Help Desk product support?
- How do I create a saved search?
- How do I make my saved search the default search?
- What are the roles for Help Desk?
- How do I resolve a request?
- What are the analytics roles in Help Desk?
- What subject areas are available in Help Desk Analytics?
- How do I associate assets and work orders to Help Desk work requests?
- What's a sample groovy script for a notification for when a help desk request is assigned?
- How can I add fields to the Help Desk request UI?
- What high-level steps do I need to do for creating Help Desk users?
- What's Case Management?
- How do I manage Digital Assistant for Help Desk?
- How do I configure Visual Builder Studio for Help Desk?
- How do I use Adaptive Search for Help Desk?
- What's a sample Groovy script for when a Help Desk request is resolved?
- What dynamic forms can I extend in Help Desk?
- How do I control the display of channels used only for internal conversations?
- How do I define system-access-group-based data security policies?
- How do I define access group-based data security policies?
- How do I Set Up a Microsoft Teams Channel?
- How do I install the Microsoft Teams app and add it to my team?
- How do I collaborate with Slack?
- How do I create an email channel for collaboration or internal conversations?
- Where do I find more information about and resources for Help Desk analytics?
- What job roles do I grant to users for Help Desk?
- Can I have the product and category auto-populate when a help desk request is created from an inbound email?
- How do I restrict contact search results?
- How do I enable Elastic Search for the Help Desk object?
- How do I set global locale for knowledge?
- How do I hide quick actions from the home page?
- How do I add a custom field to the landing page for Adaptive Search?
- Can I create a reminder notification for requests still waiting for a response?
- How do I enable Audit History for Help Desk?
- How do I enable mass update for help desk requests?
- What are some common reasons why my Help Desk requests aren't getting assigned?
- Where can I get more information about routing and queues for help desk?
- Can I change what predefined Help Desk roles can do?
- Can I use HCM Data Loader (HDL) or HCM Spreadsheet Data Loader (HDSL) to convert requests to cases?
- Can I copy a Help Desk request and keep the attachment?
- What's the maximum attachment size?
- Can I notify all members of a queue?
- Can I recall an email that was sent through Object Workflow?
- Can I default the business unit (BU) of the primary contact?
- How do I enable the Group By drop-down for HR Help Desk?
- How do I set up tags to use with Help Desk requests?
- How long can a help desk request remain in the application?
- How do I configure live chat for Help Desk?
- How do I implement chatbot for Help Desk?
- How do I secure my help desk?
- How do I configure Slack or Microsoft Teams for Help Desk?
- How do I create an Internal Help Desk Request (ISR) card?
- Can I limit actions provided to employees?
- Can I change the standard text in an email acknowledgment that's appended to the email template?
- How do I remove a resource user from the resource directory?
- How do I enable Help Desk to use Intelligent Advisor?
- How do I integrate and assign HCM journeys from Help Desk?
- How do I change the default subject line in a help desk request?
- Can I define which values I want to be copied when copying a help desk request?
- How do I configure personalized signatures for help desk agents?
- How do I manage my personal signature for Help Desk?
- How do I control user types displayed in the contact picker?
- Why can't I add my help desk managers as resources to new queues?
- What happens when multiple object workflow conditions are met?
- What's the difference between a message and a conversation?
- How can I restrict access to categories in Help Desk?
- How do I remove a smart action from the Smart Navigator?
- How can I remove the Copy or Close options from the actions bar?
- How do I configure Help Desk so that requests can be escalated to a case?
- How can I remove the standard text from the email acknowledgment?
- How can I restrict who can view help desk requests by category or type?
- How can I hide the queue for employees in HR Help Desk (Classic)?
- Can I enable milestones for requests that were created before milestone configuration was completed?
- How do I enable Computer Telephony Integration (CTI) for Help Desk in the Redwood user experience?
- How do I enable the Create Request by Interview button for Help Desk?
- How can I populate the Primary Point of Contacts Area of Responsibility (AOR) details in the Help Desk SR Details page?
- How can I notify all members of a queue for help desk related events?
- How do I configure Help Desk so that agents can enable their presence in the global header?
- How do I do enable dynamic links for email notifications in Help Desk?
- How can I enable or disable email addresses in the email channel?
- How can I hide the Add Infolet option from agents?
- How can I get the Help Desk Requests tile to appear on my homepage?
- How do I make sure the only resources shown in the AssignTo field are associated with the queue that's assigned to the help desk request?
- How do I change the display name of attachment categories?
- Can I manually delete a closed help desk request?
- How can I automatically update a help desk request status after a customer response?
- How do I remove agent access?
- How do I enable dynamic links for email notifications in Help Desk?