HR Services for Case and Knowledge Management HR service categorization is important for organizing the HR services your company provides and for reporting and integration purposes. HR services are used to configure the process around case creation for requests, assistance, and support the HR organization provides to employees. HR service categorization starts with the number of HR services your company provides. Does your company provide one or multiple HR services? For example, your company can provide multiple retirement plans with each having different fulfillment instructions with a separate service for each. There are four levels to HR service categorization: Center of Excellence (COE) Topic Category Topic Detail HR Service Each level provides additional details. Define the appropriate categorization. At the top level, identifying the Center of Excellence (COE) determines the case table used for cases originating from the service. COEs are tables that extend the HR case table. Topic Category is below COE. Use the topic category to organize your HR services. For example, some companies split Total Rewards (COE) into Benefits and Compensation. Topic details provide a granular level of categorization and are useful for reporting purposes. For example, you can create a Medical Plan topic detail that would fall under the Benefits topic category. This structure allows you to report on the number of cases filed against medical plans when there are multiple HR services. HR Services identify specific fields you want to capture on the HR case. You can create tasks to capture this information. Define the fulfillment process. Create tasks to capture all work required for other individuals or departments. Acknowledgement types can be used to ensure that a task is completed. Instructions on how to complete a task can also be included. Figure 1. HR Categorization HR services setupHR Services are used to configure the process around case creation for the requests, assistance, and support the HR organization provides to employees.Base HR servicesHR Service Delivery provides these base HR services that can be used or changed.Add or modify HR servicesHR Services are the benefits, assistance, and support your HR department provides to your employees. View or modify Center of Excellence (COE)HR Center of Excellence represents HR catalog categories, but also the service life cycle functionality across definition, request, and fulfillment.HR topic categoriesHR topic categories are associated with HR topic details. Although topic categories look similar to catalog categories, they are primarily used to group common HR services and topic details under Center of Excellence (COE) for reporting purposes.Create or modify HR topic detailsTopic Details provide a more granular level of categorization for reporting purposes.HR case and task templatesHR case and task templates make case and task creation efficient and consistent. Information that is repeatable or can be captured from a table populate HR cases or tasks automatically to streamline the case submission process.HR CatalogThe HR catalog contains the items that employees use to request HR assistance.