HR Case Management You use the Case and Knowledge Management application to create, view, or edit HR cases in the scoped version of HR. HR cases are created from HR requests or inquiries related to HR account or systems, benefits, payroll, performance management, reporting, talent acquisition, time and expense reporting, and more. Self-Service HR case creation From the Employee Service Center (HR Service Portal), employees can inquire or request HR services from the following categories: Benefits Employee Data Management Employee Relations General HR Systems Payroll Talent Management Visas An HR case is created when an HR service is requested through the Employee Service Center. HR agent case creation Employees can inquire about HR services via email, chat, or phone. HR agents can create an HR case based on a Center of Excellence (COE) or HR service. After an HR case is created, it is assigned to an HR agent and/or an assignment group via the HR service and associated HR template. HR cases can have one or more associated HR tasks or HR child cases that make up the parent case. 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 Employee Service Center asking about one of the dental plans offered. An HR case is created and assigned to an HR agent. The HR agent can answer the inquiry by phone, email, chat, or through the Comments section of the HR case. If the answer satisfies the inquiry, the HR case can be closed. Create an HR caseYou create HR cases for employees that request an HR service. Employees can use the HR Service Portal to create HR cases for themselves by submitting a request. Or, you create a case when communicating with an employee via email, chat, or by phone. Work an HR caseAfter initial creation of an HR case, the next steps are to change the state, provide additional information, and ensure that any outstanding tasks are completed.Finding HR casesThere are several ways to search and find an HR case.Resubmit an HR case for approvalHR cases that are rejected can be resubmitted for approval. Resubmitting a rejected case alleviates having to recreate a new case. Transfer an HR caseHR cases can be transferred in the event the case is submitted as a general case and/or is mis-classified upon creation. 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. 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.Create or modify bulk HR casesYou can create the same type of HR case, for multiple employees, without having to create the same case multiple times. Request a background check through a third-party background check providerAs an HR agent, you can request a background check for an employee through a third-party background check provider such as First Advantage.Templated snippets for HR case managementYou can use templated snippets with HR Service Delivery to provide quick and consistent messages to employees. Templated snippets are reusable messages that can be copied to any HR case form that meets the specified conditions, allowing HR agents to resolve cases faster and more efficiently.
HR Case Management You use the Case and Knowledge Management application to create, view, or edit HR cases in the scoped version of HR. HR cases are created from HR requests or inquiries related to HR account or systems, benefits, payroll, performance management, reporting, talent acquisition, time and expense reporting, and more. Self-Service HR case creation From the Employee Service Center (HR Service Portal), employees can inquire or request HR services from the following categories: Benefits Employee Data Management Employee Relations General HR Systems Payroll Talent Management Visas An HR case is created when an HR service is requested through the Employee Service Center. HR agent case creation Employees can inquire about HR services via email, chat, or phone. HR agents can create an HR case based on a Center of Excellence (COE) or HR service. After an HR case is created, it is assigned to an HR agent and/or an assignment group via the HR service and associated HR template. HR cases can have one or more associated HR tasks or HR child cases that make up the parent case. 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 Employee Service Center asking about one of the dental plans offered. An HR case is created and assigned to an HR agent. The HR agent can answer the inquiry by phone, email, chat, or through the Comments section of the HR case. If the answer satisfies the inquiry, the HR case can be closed. Create an HR caseYou create HR cases for employees that request an HR service. Employees can use the HR Service Portal to create HR cases for themselves by submitting a request. Or, you create a case when communicating with an employee via email, chat, or by phone. Work an HR caseAfter initial creation of an HR case, the next steps are to change the state, provide additional information, and ensure that any outstanding tasks are completed.Finding HR casesThere are several ways to search and find an HR case.Resubmit an HR case for approvalHR cases that are rejected can be resubmitted for approval. Resubmitting a rejected case alleviates having to recreate a new case. Transfer an HR caseHR cases can be transferred in the event the case is submitted as a general case and/or is mis-classified upon creation. 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. 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.Create or modify bulk HR casesYou can create the same type of HR case, for multiple employees, without having to create the same case multiple times. Request a background check through a third-party background check providerAs an HR agent, you can request a background check for an employee through a third-party background check provider such as First Advantage.Templated snippets for HR case managementYou can use templated snippets with HR Service Delivery to provide quick and consistent messages to employees. Templated snippets are reusable messages that can be copied to any HR case form that meets the specified conditions, allowing HR agents to resolve cases faster and more efficiently.
