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HR Help Desk Service Request Assignment Process (Doc ID 2604834.1)

Last updated on JUNE 30, 2022

Applies to:

Oracle Fusion B2B Service Cloud Service - Version 11.13.19.07.0 and later
Information in this document applies to any platform.

Goal

Will HR Help Desk Service Requests only be assigned to Agents when they are logged into the application? How is the distribution handled if there are 5 Agents in total and 2 Agents are already working on Service Requests and the other 3 are available? How does the system prioritize who it's assigned to?
 

Solution

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In this Document
Goal
Solution


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