HR administration You can define and maintain HR organization data that is used for creating and assigning cases. The following information is set up and maintained as part of administering the Human Resources application. Positions that describe employee job functions within the organization HR skills that facilitate auto-assignment of HR cases Rules that automatically assign cases to specific users or groups HR templates and catalog items that are used to create HR cases HR profile records HR managers or administrators set up the information. HR agents can create and maintain HR profile records. A process must be defined to maintain this data. For example, positions may be redefined, new areas of expertise may be set up within the HR organization, or new HR request processes may be needed. It is important for an HR administrator to define the process and assign responsibility appropriately so the HR data is accurate. HR surveysHR surveys let users rate their satisfaction with HR case resolution, and provide management with feedback to improve HR processes.Knowledge managementAn important benefit of the HR system is the Human Resources knowledge base that can contain policies, benefits, holiday schedules, and so on. OrganizationYou can create, modify, view, define, and maintain employee data for your organization.HR skills managementYour organization can define HR skills to establish the qualifications of HR staff. Skills can be included in the auto-assignment process used to assign HR agents to HR cases and tasks.Assignment rules in HRYou can define rules to assign cases to specific users or groups automatically based on the rule conditions.HR catalog and templatesHR catalog and templates contain the catalog items and templates that employees use to request HR assistance. Predefined catalog items have an associated HR case category and HR case template.Manage the HR chat queueYou can configure the HR department chat queue and review the chat records to measure how well employees are being assisted when they initiate a conversation.