Thank you for your feedback.
Form temporarily unavailable. Please try again or contact to submit your comments.

Implementation decisions for non-scoped HR

Log in to subscribe to topics and get notified when content changes.

Implementation decisions for non-scoped HR

With the HR implementation team, make decisions about system configuration, for the non-scoped version of HR.

As a team, discuss the following topics. You may need help from your account manager or from other internal groups for some of the discussions.

If you have an existing HR employee database, such as Workday, decide whether to integrate it with the HR profile database. You can activate a Workday plugin to import HR employee data and keep the two systems synchronized.

If you use a different system, you may need to use professional services to help with integration.

Process flow
Decide whether to use state flows or workflows to drive the process for resolving HR cases.
HR knowledge bases
Determine whether to set up HR knowledge bases prior to rollout, meaning you have HR documents available through the knowledge base before employees begin submitting HR cases.

An important benefit of the HR system is the Human Resources knowledge base that can contain policies, benefits, holiday schedules, and so on. When an employee submits a case, the knowledge base is searched based on keywords the employee is entering in the short description. With a detailed knowledge base, the question may be answered without the need to submit the case.

You can also define multiple HR knowledge bases for different sets of employees. For example, create one knowledge base for U.S. employees and another knowledge base for Mexico employees because policies, holidays, and so on, may be different.

Assignment of HR cases and tasks
Determine how you are going to assign HR cases and tasks to HR agents. Review the following information to understand the assignment process and become familiar with predefined items and options.
Current HR processes
Outline important HR processes such as your organization's onboarding and offboarding processes. Compare the processes to those that are predefined with the Human Resources application, and identify how the predefined processes must be modified. Identify other processes you must configure.
Service level agreements (SLA)
Decide how long different types of HR cases should take to resolve, and use this info to define HR service level agreements (SLAs) for tracking the effectiveness of your HR processes.
HR rollout
As part of the planning process, determine how you will roll out HR to employees, and what training is needed. Consider the following questions.
  • Will you roll it out to groups of employees in phases?
  • Will you roll out parts of it in phases? For example, in the first phase, all employees can submit simple HR inquiries. The second phase includes training and implementation of the automated processes, such as onboarding and offboarding.
  • How will you get employees excited about the new HR process so they will want to use it?
  • What training will each type of user, such as those listed below, need?
    • End users who submit HR requests
    • HR agents who work on cases
    • HR approvers who need to respond in a timely manner
    • HR managers who want to track and monitor HR case activity
    • Other stakeholders not listed

State flows vs. workflows in non-scoped HR

One configuration setting available for the Human Resources application is whether to automate state flows. If you do not automate state flows, you can manually change the state of HR cases as work is completed, or use workflows to automate the processes.


State flows
State flows customize transitions from one state to another in tables derived from the Task [task] table. The system is configured to perform work during transitions to specific states. An example of a state transition is when the State field in a case changes from the Ready state to Work in Progress.

When you create a state flow, the system automatically replaces the usual programming elements that control task states with customizable business rules, client scripts, and UI actions that give you a wide range of processing options. You can configure custom state transitions to occur automatically or manually and in any order. You can create business rules and UI actions that only appear and take effect for certain states.

A workflow provides the same customization of processes, however, workflow activities can be based on triggers other than state changes. If you use a workflow, you define activities to change the state but can include other activities such as setting a timer for an action to be taken, adding messages to the activity stream, and initiating another workflow.

You create and modify workflows in the Workflow Editor, where the entire workflow is represented graphically in one screen, as shown in this example HR workflow:

Figure 1. Example HR workflow
Example HR workflow

Understanding the state flows and workflows installed with HR

When Human Resources is activated, both state flows and workflows are installed. State flows are enabled by default in Human Resources > Administration > Configuration.

The following processes have defined workflows:

Employee Change HR Workflow
Checks first whether an approval is needed. If no approval is needed, or when approval is obtained, the profile is updated and the case is closed. If a change is rejected, the case is closed incomplete.
Employee Onboarding HR Workflow
Automatically creates an HR profile and sends approval request. When approval is obtained, creates the user record, sends a welcome email template to the new employee’s manager, and initiates the Employee Onboarding HR Tasks workflow. When tasks are complete, closes the case. If the onboarding case is rejected, the case is closed incomplete and the HR profile is marked inactive.
Employee Onboarding HR Tasks
When initiated by the onboarding workflow, creates onboarding tasks and assigns them as specified in the properties of each task.
Employee Offboarding HR Workflow
Sends approval request. When approval is obtained, initiates the Employee Offboarding HR Tasks workflow. When termination date is reached and tasks are closed, HR profile and user records are set to inactive.
Employee Offboarding HR Tasks
When initiated by the offboarding workflow, creates offboarding tasks and assigns them as specified in the properties of each task.
HR Case User Acceptance
After an HR agent completes a case, notifies the user to review and accept or reject the resolution. If the user accepts the resolution or does not respond within two business days, closes case. If the user rejects the resolution, notifies the HR agent.

You can view the state flows by navigating to Human Resources > State Flows. Each state flow indicates the starting and ending state when the state flow is processed. If you are just beginning to use HR, you can leave state flows enabled and if the workflows are not modified they will work with state flows without conflicts.

How cases and tasks are assigned in non-scoped HR

Understanding how HR agents are assigned to HR cases and tasks is important because it will help you set up auto-assignment to work as expected.

This diagram illustrates the hierarchy of the assignment process.

Figure 2. HR assignment process
HR assignment hierarchy
  1. When the HR case is entered, an HR group is assigned from the HR case template or from an assignment rule. The HR case template assigns the group during case entry, before the case is submitted. An assignment rule assigns the group when the case is submitted, if the assignment group is empty.
  2. When the case is submitted, the auto-assignment process evaluates the time zone, location, and skills of each member of the assignment group, depending on which configuration options are enabled. It also evaluates the workload, or number of cases assigned to each user. It assigns the closest matching assignment group member based on workload.
The following predefined items support HR case and task assignment.
Table 1. Predefined HR items
Item Description
HR groups Several HR groups are predefined, including HR, which is intended to contain all HR staff members.
HR case templates Case templates are used to create catalog items. A number of predefined catalog items are provided for common HR requests, such as tuition reimbursement and 401k questions. Most HR case templates assign HR as the assignment group.

There are also HR task templates that are associated with the catalog items to create tasks for fulfilling HR cases. Both case and task templates can specify the assignment group.

Assignment rules A predefined assignment rule assigns HR as the group when an HR case is submitted and there is no assigned group.
The following auto-assignment options are configured in the HR Configuration module.
Table 2. HR Configuration auto-assignment options
Option Description
Auto-selection of agents will consider time zone for tasks HR tasks are individual pieces of work that must be completed to resolve the HR case. HR tasks can be assigned to a time zone; if you assign a time zone, you can use the time zone of the task and the HR agent's location to auto-assign the agent.
Auto-selection of agents will consider location of agents. If the organization is spread across two or more locations, and each has an HR team, you can use the HR agent's location. For example, a vacation question from an employee in Germany is assigned to a member of the Benefits group in the Berlin office.
Auto-selection of agents for tasks requires them to have [all] [some] [none] skills Within a group, HR agents may specialize in an area. For example, on the Benefits team, some agents may know more about medical claims or leave requests. You select from [all] [some] [none] based on whether you assign and maintain HR skills.