Human Resources knowledge management

An important benefit of the HR system is the Human Resources knowledge base that can contain policies, benefits, holiday schedules, and so on.

HR knowledge management allows you to create and maintain articles specific to HR and share them across the organization. The Human Resources application provides the Human Resources General Knowledge base specifically for this content. Benefits of using this knowledge base include the following.
  • Employees have one source of information that is easy to search.
  • Information can be kept up-to-date, as knowledge articles have a defined life cycle: create, review and update, publish, retire.
  • Contextual search of the HR knowledge base is performed during HR case entry based on words entered in the short description. A list of the relevant articles displays automatically. If an article answers the employee's question, the employee does not need to submit the case.
  • HR agents can attach knowledge articles to HR cases to respond to the employee request.

Organizations may have different HR policies and benefits packages based on location or business unit. For example, holiday schedules and medical benefits may vary by country, or different policies may be in effect for a manufacturing plant than for your corporate offices. You can define multiple HR knowledge bases as needed, and define user criteria to specify which knowledge base users have access to.

It is important to assign a knowledge manager to each HR knowledge base. Users with the hr_kb_writer role can create and edit HR knowledge articles. The HR knowledge manager has the following responsibilities.
  • Ensure that the HR knowledge base contains all of the HR documentation.
  • Devise a way to identify missing content, such as questions from employees that are not answered in knowledge articles, and to add the content.
  • Implement a process for HR knowledge article life cycle: author, review, update, publish, retire.
  • Schedule regular review of content so it can be updated or retired.

HR knowledge articles are managed through Human Resources > Knowledge Management modules.

For more information about how to create, edit, publish, and retire knowledge articles, see Knowledge Management.