Manage HR Employee Data Management in non-scoped HR

HR Employee Data Management manages employee personal information, employment verification letter requests, onboarding tasks for new employees, and offboarding tasks for employees leaving the company in the non-scoped version of HR.

HR specialists, generalists, and managers can:

  • Onboard new employees
  • Offboard employees leaving the company
  • Update employee personal information
  • Send employment verification letters

Employee data management cases can have multiple tasks assigned.

Example HR case request

Alan, an HR recruiter wants to send onboarding documents to new hires.

  1. A hiring manager creates an onboarding request through the HR Service Portal or, Alan creates an HR onboarding request through HR • Employee Data Management. This creates an HR onboarding case assigned to an HR agent, such as a specialist or generalist, based on assignment rules.
  2. The case is submitted for approval.
  3. After receiving approval, the HR agent processes the HR case, creating HR tasks for this request. Tasks are assigned to the new employee and HR agents.
  4. When all the tasks are completed, the HR case is closed.

Create and complete an employee information change case in non-scoped HR

Employees can request employee information changes through the HR Service Portal. HR agents can create an employee data management case and fulfill this request through HR • Employee Data Management.

About this task

You can fulfill an employee information change request through HR • Employee Data Management.

Procedure

  1. Navigate to HR • Employee Data Management > Case Management > Employee Data Management Cases.
    The Employee Data Management Cases list opens.
  2. Click New or a case number.
    The Employee Data Management Case form opens. The workflow stages are listed across the top, and the new case is in the Draft stage.
  3. Complete the fields on the form.
    Table 1. Employee Data Management Case fields
    Field Description
    Number The auto-assigned case ID number, which cannot be changed.
    Opened for The user who needs HR assistance. Click the Lookup using list icon and select the user. The location and department information is filled in automatically.
    Location The geographical location of the user associated with the case.
    Department The department of the user associated with the case.

    If you select the department, the Manager field is populated if there is an assigned department head.

    Category The category of the HR case. By selecting the category, you can save the new case and initiate the auto-assignment process, if one is available.

    Select Employee Information Change.

    Skills The required skills of the person assigned to this category of HR case.
    State The state or status of the case.
    Priority The precedence of the case, based on the category and whether the employee is a VIP.
    Opened The date and time the case is opened.
    Assignment group The group the record is assigned to. If the group is not set automatically, assign an HR group to provide a selection of HR users in the Assigned to field. Assignment groups are restricted to those groups with a type of human_resources.
    Assigned to The user assigned to work on this case. If the user is not auto-assigned, click the lookup icon to select a user who is a member of the selected assignment group.
    Watch list The list of users who receive notifications regarding this case. Click the lock icon to add users. Click the Add me icon to include yourself.
    Short description A brief description of the case. A default value appears when a category is selected.
    Description A longer, more detailed description of the case.
    Work notes or additional comments Additional information about the case. Click Work notes to add it as an internal work note. Enter the information and click Additional comments if you want the user to see it.
  4. Approval is required before the case can move forward. After approval is received, the information is updated and the state changes to Closed Complete.
  5. To update additional information, click the About Employee, Employment Information, and Contact Information tabs to add or change personal information.
  6. Click Submit to save and close the case and return to the Employee Data Management Cases list or Ready for Work to save and close the case and remain on the Employee Data Management Case form.

Result

After the HR Employee Data Management case is created, a service level agreement (SLA) is applied to track its progress. SLAs define the duration of time it takes to close an HR case. By default, HR onboarding and offboarding cases are set to two days, and other HR cases are set to four hours. The SLA can be suspended in order for the HR agent has to contact a vendor to obtain the information and the vendor is not immediately available.

HR managers and administrators can view case SLA records by navigating to HR • Case Management > Case Management > Case SLAs. You can also run SLA reports.

Create an employee offboarding case in non-scoped HR

HR agents can offboard employees using the HR • Employee Data Management module.

Before you begin

Role required: hr_basic or hr_case_writer

About this task

HR agents can offboard employees leaving the company using the Employee Data Case Management form.

Procedure

  1. Navigate to HR • Employee Data Management > Case Management > Employee Data Management Cases.
    The Employee Data Management Cases list opens.
  2. Click New or a case number.
    The Employee Data Management Case form opens. The workflow stages are listed across the top, and the new case is in the Draft stage.
  3. Complete the fields on the form.
    Table 2. Employee Data Management Case fields
    Field Description
    Number The auto-assigned case ID number, which cannot be changed.
    Opened for

    Click the Lookup icon and select the employee to be offboarded.

    Location The geographical location of the user associated with the case.
    Department The department of the user associated with the case.

    If you select the department, the Manager field is populated if there is an assigned department head.

    Category The category of the HR case. Select Employee Offboarding.
    Note: Some of the case categories have an associated workflow.
    Skills The required skills of the person assigned to this category of HR case.
    State The state of the case. The state is also displayed along the top.
    Priority The precedence of the case, based on the category and whether the employee is a VIP.
    Opened The date and time the case is opened.
    Opened by The user creating the record.
    Assignment group The group the record is assigned to. If the group is not set automatically, assign an HR group to provide a selection of HR users in the Assigned to field. Assignment groups are restricted to those groups with a type of human_resources.
    Assigned to The user assigned to work on this case. If the user is not auto-assigned, click the lookup icon to select a user who is a member of the selected assignment group.
    Watch list The list of users who receive notifications regarding this case. Click the lock icon to add users. Click the Add me icon to include yourself.
    Short description A brief description of the case. A default value appears when you select a category.
    Description A longer, more detailed description of the case.
    Work notes or additional comments Additional information about the case. Click Work notes to add it as an internal work note. Enter the information and click Additional comments if you want the user to see it.
  4. Approval is required before the case can move forward. After approval is received, the information is updated and the state changes to Work in Progress.
  5. Scroll down to view the tasks assigned for offboarding.
  6. Click a task number (HRTxxxxxxx) to view details and update the state.
  7. Click Update to save and return to the Employee Data Management Case form or Save to save and remain on the HR Task form.

Result

After the HR case is created, a service level agreement (SLA) is applied to track its progress. SLAs define the duration of time it takes to close an HR case. By default, HR onboarding and offboarding cases are set to two days, and other HR cases are set to four hours. The SLA can be suspended when the HR agent has to contact a vendor to obtain the information and the vendor is not immediately available.

HR managers and administrators can view case SLA records by navigating to HR • Case Management > Case Management > Case SLAs. You can also run SLA reports.

Complete an employee offboarding case in non-scoped HR

You can work on an offboarding request to ensure that all required documents have been reviewed and signed prior to the last day of an employee.

Before you begin

Role required: hr_basic or hr_case_writer

About this task

HR agents ensure that all required offboarding tasks have been completed as part of the offboarding process.

Approval is required. Approvers use the HR Service Portal or from the case on the Employee Data Management Case page. After approval is received, the State changes to Work in Progress.

Procedure

  1. Navigate to HR • Employee Data Management > Case Management > Employee Data Management Cases or to HR • Case Management > HR Tasks > Assigned to me.
  2. Click a case number.
  3. Scroll down and review the HR Tasks.
    As assigned tasks are completed, the State changes to Closed Complete. Tasks in Ready state are not complete.
  4. Click the task numbers assigned to you.
  5. Click Start Work to save the case information and change the status from Ready to Work in Progress.
  6. Change the state to Closed Complete when the task has completed.
  7. Click Update to save and return to the Employee Data Management Case form or Save to save and remain on the HR Task form.
  8. When all tasks are complete, change the state of the case to Closed Complete.
  9. Click Update to save and return to the Employee Data Management Case list or Save to remain on the Employee Data Management Case form.

Result

After the HR Employee Data Management case is created, a service level agreement (SLA) is applied to track its progress. SLAs define the duration of time it takes to close an HR case. By default, HR onboarding and offboarding cases are set to two days, and other HR cases are set to four hours. The SLA can be suspended in order for the HR agent has to contact a vendor to obtain the information and the vendor is not immediately available.

HR managers and administrators can view case SLA records by navigating to HR • Case Management > Case Management > Case SLAs. You can also run SLA reports.

Create an employment verification letter case in non-scoped HR

Employees can request an employment verification letter through the HR Service Portal. HR agents can create an HR case and fulfill this request through HR • Employee Data Management.

About this task

When an employee requests an employment verification letter, HR agents use HR • Employee Data Management to fulfill this request. The letter is generated based on the HR profile information. The HR agent assigned to the request can attach the letter to an email message and send it to the contact email address provided.

Procedure

  1. Navigate to HR • Employee Data Management > Case Management > Employee Data Management Cases.
    The Employee Data Management Cases list opens.
  2. Click New or a case number.
    The Employee Data Management Case form opens. The workflow stages are listed across the top, and the new case is in the Draft stage.
  3. Complete the form.
    Table 3. Employee Data Management Case fields
    Field Description
    Number The auto-assigned case ID number, which cannot be changed.
    Opened for The user who needs HR assistance. Click the Lookup using list icon and select the user. The location and department information is filled in automatically.
    Location The geographical location of the user associated with the case.
    Department The department of the user associated with the case.

    The Manager field is populated when there is an assigned department head.

    Category The category of the HR case. By selecting the category, you can save the new case and initiate the auto-assignment process, if one is available.
    Note: Some of the case categories have an associated workflow.

    Select Employment Verification Letter.

    PDF Template Location of the employee determines the letter template. Change by clicking the Lookup icon to view a list of letters.
    Skills The required skills of the person assigned to this category of HR case.
    State The state of the case and also displayed along the top.
    Priority The precedence of the case, based on the category and whether the employee is a VIP.
    Opened The date and time the case is opened.
    Opened by The user creating the record.
    Assignment group The group the record is assigned to. If the group is not set automatically, assign an HR group to provide a selection of HR users in the Assigned to field. Assignment groups are restricted to those groups with a type of human_resources.
    Assigned to The user assigned to work on this case. If the user is not auto-assigned, click the lookup icon to select a user who is a member of the selected assignment group.
    Watch list The list of users who receive notifications regarding this case. Click the lock icon to add users. Click the Add me icon to include yourself.
    Short description A brief description of the case. A default value appears when you select a category.
    Description Contact information provided by the employee displays.
    Work notes or additional comments Additional information about the case. Click Work notes to add it as an internal work note. Enter the information and click Additional comments if you want the user to see it.
  4. Click the About Employee, Employment Information, and Contact Information tabs to add or change personal information.
  5. Click Update to save and return to the Employee Data Management Cases list or Start Work to save and remain on the Employee Data Management Case form. The State changes to Work in Progress.
    Knowledge articles based on the short description are listed. There are two tabs. One showing articles that you have access to, and one showing articles that the caller can access. Different geographic locations or holiday schedules by county determine the article selection.
  6. To preview and attach a knowledge article to the case, complete the following steps.
    1. Click Preview next to an article.
      If you know that the article contains the information you need without previewing it, click Attach next to the article.
      The article opens in a pop-up window. Click the up or down arrow to review the previous or next article. Click (X) to close the window.
    2. To attach the article, click Attach to HR Case.
    The article content is copied into the Activity field. After you update the case, the article appears in the Attached Knowledge related list.

Result

After the HR Employee Data Management case is created, a service level agreement (SLA) is applied to track its progress. SLAs define the duration of time it takes to close an HR case. By default, HR onboarding and offboarding cases are set to two days, and other HR cases are set to four hours. The SLA can be suspended when the HR agent has to contact a vendor to obtain the information and the vendor is not immediately available.

HR managers and administrators can view case SLA records by navigating to HR • Case Management > Case Management > Case SLAs. You can also run SLA reports.

Complete an employment verification request in non-scoped HR

You can generate an employment verification letter when an employee requests one. The letter is generated from a button in the HR • Employee Data Management form.

Before you begin

Role required: hr_basic or hr_case_writer

About this task

The employment verification letter is generated as a PDF. You can print and mail the letter, or attach it to an email from the Employee Data Management Case form.

Procedure

  1. Open an employment verification request and click Start Work.
  2. Review the contact information provided by the employee in the Description field.
  3. (Optional) To obtain missing information, complete the following steps.
    1. Click Suspend.
    2. Select User as the reason and enter the information you require in Work Note field.
      The employee receives an email notification with your comment about the missing information. After the employee adds the information, you receive an email notification that the information was added in a comment.
    3. Reopen the employment verification request and click Resume.
  4. The default employee verification letter displays. Click the Lookup using list icon to select a different PDF Template.
  5. To generate the letter as a PDF, click Generate Document.
    The letter opens in the Edit document page.
  6. Edit the letter.
  7. Click Sign to draw your signature.
  8. Click Accept.
    The letter is generated as a PDF and added to the case as an attachment. You can manage it as you would any attachment. The case is set to the Awaiting Acceptance state and the employee who requested the letter is sent notification to review and close the request.
  9. To send the letter, click Send Email.
  10. Verify the email address. Click OK to send the email.
  11. After receiving acceptance from the employee, change the State to Closed Complete.
  12. Click Update to save and remain on the Employee Data Mangement Case form or Save to save and return to the Employee Data Management Cases list.

Create a new hire onboarding case in non-scoped HR

HR agents can onboard new employees using the HR • Employee Data Management module.

Before you begin

Role required: hr_basic or hr_case_writer

About this task

HR agents can onboard new employees using the Employee Data Case Management form.

Procedure

  1. Navigate to HR • Employee Data Management > Case Management > Employee Data Management Cases.
    The Employee Data Management Cases list opens.
  2. Click New or a case number.
    The Employee Data Management Case form opens. The workflow stages are listed across the top, and the new case is in the Draft stage.
  3. Complete the form.
    Table 4. Employee Data Management Case fields
    Field Description
    Number The auto-assigned case ID number, which cannot be changed.
    Opened for

    For an onboarding case, the user is not yet in the system. Leave this field blank and from Category select New Hire Onboarding.

    Location The geographical location of the user associated with the case.
    Department The department of the user associated with the case.

    If you select the department, the Manager field is populated if there is an assigned department head.

    Category The category of the HR case. By selecting the category, you can save the new case and initiate the auto-assignment process, if one is available.
    Note: Some of the case categories have an associated workflow.

    Select New Hire Onboarding and the Create Onboarding User dialog box opens.

    Enter the First name, Last name, and Personal email of the onboarded employee.

    Skills The required skills of the person assigned to this category of HR case.
    State The state of the case and also displayed along the top.
    Priority The precedence of the case, based on the category and whether the employee is a VIP.
    Opened The date and time the case is opened.
    Opened by The user creating the record.
    Assignment group The group the record is assigned to. If the group is not set automatically, assign an HR group to provide a selection of HR users in the Assigned to field. Assignment groups are restricted to those groups with a type of human_resources.
    Assigned to The user assigned to work on this case. If the user is not auto-assigned, click the lookup icon to select a user who is a member of the selected assignment group.
    Watch list The list of users who receive notifications regarding this case. Click the lock icon to add users. Click the Add me icon to include yourself.
    Short description A brief description of the case. A default value appears when you select a category.
    Description A longer, more detailed description of the case.
    Work notes or additional comments Additional information about the case. Click Work notes to add it as an internal work note. Enter the information and click Additional comments if you want the user to see it.
  4. Click the About Employee, Employment Information, and Contact Information tabs to add or change personal information.
  5. Click Submit to save and return to the Employee Data Management Cases list or Ready for Work to save and remain on the Employee Data Management Case form. The State changes to Ready.

Result

After the HR case is created, a service level agreement (SLA) is applied to track its progress. SLAs define the duration of time it takes to close an HR case. By default, HR onboarding and offboarding cases are set to two days, and other HR cases are set to four hours. The SLA can be suspended when the HR agent has to contact a vendor to obtain the information and the vendor is not immediately available.

HR managers and administrators can view case SLA records by navigating to HR • Case Management > Case Management > Case SLAs. You can also run SLA reports.

Complete a new hire onboarding case in non-scoped HR

You can work on an onboarding request to ensure that all required documents have been reviewed and signed prior to the first day of a new hire.

Before you begin

Role required: hr_basic or hr_case_writer

About this task

HR agents ensure that new hires as part of the onboarding process review and sign all required documents.

Approval is required. Approvers use the HR Service Portal or from the case on the Employee Data Management Cases form. After approval is received, the State changes to Work in Progress.

Procedure

  1. Navigate to HR • Employee Data Management > Case Management > Employee Data Management Cases.
  2. Click a case number.
  3. Scroll down and review the HR Tasks.
    As the new employee completes the assigned tasks, the State changes to Closed Complete. Tasks in Ready state are not complete.
  4. Click the task numbers assigned to you.
  5. Click State or use the buttons at the top of the page.
  6. Click Save or Start Work to save the case information and change the status to Work in Progress. Click Update to save the case information and return to the Employee Data Management Cases list.
    When all tasks are complete, the state of the case changes to Closed.
    To reactivate a user with a Canceled state, check the Active box under the User ID.

Approve an employee change request in non-scoped HR

Approving a request to change employee HR profile information updates the HR profile and automatically closes the case.

Before you begin

Role required: hr_basic or hr_approver_user

About this task

Employees can change personal information in their HR profile or a manager can submit a request of a direct report. For example, when a direct report is promoted to a new position.

When a change request is submitted, an HR case is opened, and the Employee Change HR Workflow determines approval requirements.
  • If no approval is required, the HR profile is updated automatically and the HR case is closed.
  • If it does require approval, HR group members receive a notification with the approval request. When the request is approved, the HR profile is updated and the HR case is closed automatically.

Procedure

  1. To approve the request, begin by opening the HR case in one of the following ways.
    • Click a link in the email notification to approve, reject, or view the case.
    • Navigate to HR • Case Management > Case Management > Assigned to me and select the case.
  2. If you opened the HR case from the email link or the menu, review the proposed changes.
  3. In the Approvers related list, set your approval record to Approved.
    The HR profile is updated and the HR case is set to Closed Complete.

Result

If the HR case is rejected, the HR profile is updated with a reject message and the HR case is set to Closed Incomplete.