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.

Assign an HR skill to a group

When you assign skills to HR groups, all members of the group inherit the skills and any child skills.

Before you begin

Role required: sn_hr_core.admin

Procedure

  1. Navigate to HR Administration > Manage Roles > Manage HR Groups.
    This list is the same that appears under User Administration > Groups.
  2. Select the HR group that you want to assign skills to.
  3. In the Skills tab, click Edit.
  4. Double-click skills in the Collection list to move them to the Skills List.
  5. Click Save.
    Messages are displayed to notify you of the skills that were assigned to each group member.
    Figure 1. Messages displayed for group skill assignment
    Group skill assignment messages

Create or modify an HR skill

You can create HR skills and assign them to HR staff to assist with the auto-assignment of HR cases and tasks.

Before you begin

Role required: sn_hr_core.admin

About this task

The following procedure describes how to create and edit HR skills from the Skills application. Although you can create and edit skills in the Manage HR Skills module, you must use the Skills application to assign child skills.

Procedure

  1. Navigate to HR Administration > Manage Roles > Manage HR Skills.
  2. Click New Skill or open an existing skill.
  3. Enter or edit the name of the Skill and Description.
  4. Click Submit to save your changes.
  5. To assign users to the skill, complete the following steps.
    1. Locate and click the skill in the All Skills column.
    2. Click Assign/Remove Users at the top, right.
    3. Click the users you want assigned to this skill.
    4. Click Save.
    If you add users to a skill with child skills, the child skills are assigned to the user. Messages are displayed to notify you of the skills that were assigned.

Assign an HR skill to a user

You can assign skills to HR users to facilitate the auto-assignment of HR cases and tasks.

Before you begin

For more information about HR skills and the auto-assignment process, see HR skills management.

Role required: sn_hr_core.manager

About this task

The following procedure describes how to assign HR skills in the Manage HR Skills module. If you want to define a parent and child hierarchy for HR skills, you must use the Skills application.

Procedure

  1. Navigate to HR Administration > Manage Roles > Manage HR Skills.
    Figure 2. HR skills assignment
    HR skills

    Skills appear on the left. Select a skill to see the assigned users on the right. The user cards indicate how many skills each employee is assigned. If no skills are assigned to a user, the number on the user card is red. Skills with no assigned users are red in the skills list.

  2. Select a skill in the All Skills list to assign to users.
  3. Click Assign/remove users.
    The list of all users in the HR department appears on the right. Users assigned to the skill are highlighted in blue.
  4. To search for an HR user, type any information, such as name, location, or title, in the search box above the list of users.
    As you type, the list narrows to display user cards that contain those letters in any field.
  5. Perform any of the following actions.
    OptionDescription
    Assign a user Click the user card. It is then highlighted in blue.
    Unassign a user Click the highlighted user card. Its highlight is removed.
  6. Click Save.
  7. To assign other skills to a user, complete the following steps.
    1. Select All Users in the list on the left and locate the user on the right.
    2. Click the arrow next to Skills: # in the user card.
    3. Select the skills for the user, and click Save.
  8. To configure skills, perform any of the following actions.
    OptionDescription
    Add a skill Click New Skill, enter the skill name and description, and click Submit.
    Edit a skill Click the pencil icon beside the skill name in the HR Skills list. Change the information and click Submit.