Configuring the Workday app for Zendesk Support

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<p id="docs-ai-summary-content">Configure the Workday app to customize how your team accesses employee data. Add or remove fields, map them to match records, and rearrange objects to suit your needs. You can also reorder, edit, or remove objects to ensure the app displays relevant information for agents. This flexibility helps tailor the app to your support processes, enhancing your team's ability to manage customer inquiries effectively.</p>
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<p class="p">After <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8220920383258" target="_blank">installing and connecting</a> the Workday app for
Zendesk Support, Zendesk admins and team members in a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">custom role with permission</a> can configure it to suit your
company's needs. For example, you can add or remove fields, map fields, and rearrange
objects to change the order and appearance of the app.</p>
<p class="p">To learn more about how the integration works, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8220920383258#topic_spz_k3r_mdc" target="_blank">About the Workday app for Zendesk Support</a>.</p>
<div class="p">This article includes the following topics:<ul class="ul" id="workday_app_configure__ul_s3n_wrz_tfc">
<li class="li"><a class="xref" href="#topic_pkp_xmw_5bb">Adding Workday objects and fields to the app</a></li>
<li class="li"><a class="xref" href="#topic_jdv_xm3_xcc">Reordering, editing, or removing objects</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_pkp_xmw_5bb">
<h2 class="title topictitle2" id="ariaid-title2">Adding Workday objects and fields to the app</h2>
<div class="body">
<div class="p">Initially, the app displays a list of standard Workday fields and requires no
configuration:<ul class="ul" id="topic_pkp_xmw_5bb__ul_rbm_1c2_yfc">
<li class="li">Phone number</li>
<li class="li">Mailing address</li>
<li class="li">Job title</li>
<li class="li">Department</li>
<li class="li">Manager's name</li>
<li class="li">Employment status (full-time, part-time, etc.)</li>
</ul>
However, your agents may require access to different objects or more fields
when working on tickets. In this case, add fields to the app as needed. Note that
when adding objects, an agent must have permission in Workday to view all fields
within that object. Otherwise, the agent won't be able to view the object.</div>
<p class="p">During this process, you'll match Workday and Zendesk fields so that the correct data
from Workday displays in the sidebar. Later, you can edit and reorganize fields.</p>
<p class="p"><strong class="ph b">To add Workday objects to the app</strong></p>
<ol class="ol" id="topic_pkp_xmw_5bb__ol_tdl_c3p_xcc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_pkp_xmw_5bb__d8e1918" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Integrations &gt;
Integrations</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Workday</strong> link.</li>
<li class="li">If you have multiple connections, click the name of the connection you are
setting up.</li>
<li class="li">In the Manage data section, click <strong class="ph b">Add Workday object</strong>.<p class="p"><img class="image img-screenshot" id="topic_pkp_xmw_5bb__image_xwz_jmp_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/workday_add_workday_object.png" width="700"></p>
</li>
<li class="li">In the Select object field, select the name of the Workday object you'd like to
add from the drop-down list, then click <strong class="ph b">Next</strong>.<p class="p"><img class="image img-screenshot" id="topic_pkp_xmw_5bb__image_nfs_ymp_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/workday_dropdown_add_object.png" width="400"></p>
</li>
<li class="li">In the Matching fields section, select the Zendesk and Workday fields the app
should use to find matching records, then click <strong class="ph b">Next</strong>. <p class="p"><img class="image img-screenshot" id="topic_pkp_xmw_5bb__image_u1k_45v_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/workday_match_fields.png" width="600"></p>
<p class="p">Select fields that make sense for your use case. For any Zendesk
ticket, Zendesk attempts to find a record in Workday with data in the
selected field that exactly matches the data in the specified Zendesk field.
In the case of a drop-down field, the field tag value is used instead of the
title.</p>
</li>
<li class="li">In the Select fields to display section, select the Workday fields you’d like to
display in the app. Begin typing to display available fields, and select them
from the drop-down list as they appear. You can reorder them later. When you’re
done adding fields, click <strong class="ph b">Next</strong>.<p class="p"><img class="image img-screenshot" id="topic_pkp_xmw_5bb__image_vrq_bcq_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/workday_fields_display.png" width="700"></p>
</li>
<li class="li">Click <strong class="ph b">Add</strong>.</li>
</ol>
<p class="p">The preview pane displays how the added objects will appear to agents. Use the
preview to determine whether objects need to be adjusted or reordered.</p>
<p class="p"><img class="image img-screenshot" id="topic_pkp_xmw_5bb__image_hnj_h1j_4fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/workday_app_admin_preview.png" width="700"></p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_jdv_xm3_xcc">
<h2 class="title topictitle2" id="ariaid-title3">Reordering, editing, or removing objects</h2>
<div class="body">
<p class="p">You can reorder, edit, and remove objects within the app configuration. Make sure you
click <strong class="ph b">Save</strong> after making changes.</p>
<ul class="ul" id="topic_jdv_xm3_xcc__ul_zly_2gb_zcc">
<li class="li">Click the grabber icon (<img class="image" id="topic_jdv_xm3_xcc__image_q1f_r2q_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/salesforce_grabber_icon.png">) to drag and drop objects and fields within objects
to reorder them. The order represented in the configuration will determine the
order of fields displayed in the Workday app.</li>
<li class="li">To delete an object from the app, click <strong class="ph b">Delete</strong> from the drop-down menu,
then click <strong class="ph b">Delete object</strong> to confirm.</li>
<li class="li">To edit an object, click <strong class="ph b">Edit</strong>. The name of the object will be read only,
but all other fields can be modified, including field matching.</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_jdv_xm3_xcc__image_sff_x2q_xcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/workday_fields_edit.png" width="750"></p>
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