HR skills management

Your 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.

Some HR skills are predefined, and you can create as many other skills as you need. You can assign skills to users or groups. When you assign a skill to a group, the skill is assigned to every group member.

Skills are also a way to ensure that HR cases are assigned to the correct group or individual.

When an HR case is opened:
  • Matching rules are used to determine case assignment by matching criteria. Refer to Matching rules for case assignment.
  • An HR template is applied based on the HR Service selected.
  • An HR template assigns the skill required for the case or task.
  • The skill determines which group or individual is assigned to the case.