Phased rollout

   

This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

Updating a user profile

As a case agent, when viewing a case, to view a user's person profile click the user's name. To view the profile on a separate tab, right-click the user's name and select Open link in a new tab. The person profile provides details about the user like employment details, contact details, related cases and users, and so on.

As a case agent, when viewing the profile for another user, you can:

  • Add special notes or observations about the user—These notes are visible only to the submitter and users who have the Person Activity Read functional role. A case business analyst must explicitly provide this functional role to users who need to access the notes section of the profile. 
  • Add related users with a relationship type — Add related users with an appropriate relationship type that defines how the users are connected. When you add a related user, the current user is added to the related user's profile as a related user with the reverse relationship. In addition to the out-of-the-box relationship types, a case business analyst can add custom relationship types. For more information about custom relationship types, see Adding a relationship type to relate users or cases.
  • Add employee documents to the profile — Add employee-related documents, such as personal documents, bank documents, salary statements. Learn about adding files to the employee profile in To add an employee file to the user profile.

To view a user profile in the desktop browser

  • To view your own profile, click your name at the top right corner of the page, and select My Profile.

  • To view the profile of other users, use one of the following options:

    • Open a case and on the case details page, click the user's name. To view the profile on a separate tab, right-click the user's name and select Open link in a new tab.

    • Search for the employee profile in Global Search, and open the user profile. To view the profile on a separate tab, right-click the user's name and select Open link in a new tab.
    • If you have the Employee Document User functional role, you can view the employee console by clicking  the  Application switcher in the top menu bar, and selecting Employee Document Management. From the list of employees, click the name of an employee to view the profile.

The Employee File page displays details about the user. 


To view your profile on a mobile device

Click , and click My Profile.

The following image shows how to access your profile on a mobile device:

This image shows how to access your profile on a mobile device

Your own profile

This image shows your own profile in Employee Document Management

Other user's profile

This image shows other user's profile in Employee Document Management

To add notes or observations for a user in the user's profile

  1. To add a note, on the Activity pane, click the text box in the Notes section of the profile. 

  2. Enter your feedback in the text box provided, or click Notes Template to use a predefined feedback note. 

  3. To add any supporting documents or other files for your feedback, click Attach to upload the files. 

  4. Click Post
    The note that you added to the user's profile is visible only to you and the users who have the Employee Document User functional role.

Important

When viewing your own profile, you can view the Activity History section instead of the Notes section. The Activity History section displays a history of the actions you performed. This is a read-only section.

To add a related user to a user's profile with an appropriate relationship

  1. On the Employee File page, click the Related Persons tab.

  2. Click + Add Person.

  3. In the Relate Person dialog box, in the Select Employee section, select the related users and click Next

  4. In the Add Relationship section, select a Relationship Type for the users from the following out-of-the-box options:

    • Manager

    • Related to
  5. Click Save.

    When you relate the person record to the user's profile, the user is also added to the related person profile with the reverse relationship type defined for the selected relationship. The users are displayed on the Related Persons tab with the relationship type you selected. When you add a related user, the current user is added to the related user's profile as a related user with the reverse relationship defined for the Relationship Type selected. 

  6. To view the updates to the related user's profile, click the user's name on the Related Persons tab. 

After you update the details on the user's profile, you can navigate back to the case or continue working on other cases by navigating to the Cases workspace.

To add a document to an employee file

  1. Click and select Employee Document Management.
  2. Click the name of an employee.
  3. On the Related Documents tab, click + Documents.
  4. Click Attach files, and select the file that you want to add.
  5. Select the appropriate category and subcategory for the document.
  6. Click Upload.
  7. Repeat the steps to add more files.
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