HR Case Management HR case management holds the details of HR requests, such as requests to enroll in direct payroll deposit or benefits like 401(k), dental, and medical. Users can submit HR cases through the HR Service Portal. HR agents can perform any of the following tasks. Create HR cases for employees, such as requesting information about tuition reimbursement. View HR case information and manage the overall HR workload. For example, a manager works all HR cases that are not assigned. HR cases can have one or more associated HR tasks to manage individual pieces of work within the case. Administrators can customize the predefined HR case processes. New HR processes can be designed to meet the requirements of the organization. For example, you can automate a process for maternity and paternity leave requests. Processes vary depending on the employees they relate to, their teams, locations, positions, and other factors. For example, equipment requests for a sales employee that travels differ for an IT employee based in an office. After a process is defined, the associated department can set up and maintain the rules and conditions for the process. Example HR request An employee named Alan wants to find out about the paternity leave policy for his company. Alan also wants to discuss flexible working hours around the expected time of the birth. Alan submits an HR request through the HR Service Portal asking about paternity leave policies and requesting a meeting to discuss flexible working hours. An HR case is created and assigned to an HR agent. The HR agent processes the HR case, creating two HR tasks for this two-part request. Each task is assigned to the user who can process it. When all the tasks are completed, the HR case is closed. Create a new caseHR agents can create HR cases for employees that request information that must be investigated or to initiate an HR service. Typically, employees use the HR Service Portal to create HR cases for themselves by submitting a request through the HR Service Portal or Catalog. HR employee relationsYou can define and maintain HR employee relations data that is used for creating and assigning employee relations cases.HR cases for VIPsYour organization can assign VIP status to users, such as the CEO and vice-presidents, to ensure that the resolution of their tasks is given high priority.Escalate an HR caseIf you are unable to resolve an issue, you can escalate an HR task. This action reassigns it to the manager of the HR group.Suspend and resume an HR caseIf you are unable to close the HR case within the duration specified in the service level agreement (SLA), you can suspend the case.