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Knowledge management in legacy HR

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Knowledge management in legacy HR

An important benefit of the HR system is the Human Resources knowledge base that can contain policies, benefits, holiday schedules, and so on, in the non-scoped version of HR.

HR knowledge management allows you to create and maintain articles specific to HR and share them across the organization. The Human Resources application provides the Human Resources General Knowledge base specifically for this content. Benefits of using this knowledge base include:
  • Employees have one source of information that is easy to search.
  • Information can be kept up-to-date, as knowledge articles have a defined life cycle: Create, review and update, publish, and retire.
  • Contextual search of the HR knowledge base is performed during HR case entry based on words entered in the short description. A list of the relevant articles displays automatically. If an article answers the question, the employee does not need to submit the case.
  • HR agents can attach knowledge articles to HR cases to respond to the employee request.

Organizations may have different HR policies and benefits packages based on location or business unit. For example, holiday schedules and medical benefits may vary by country, or different policies may be in effect for a manufacturing plant than for your corporate offices. You can define multiple HR knowledge bases as needed, and define user criteria to specify which knowledge base users have access to.

It is important to assign a knowledge manager to each HR knowledge base. Users with the hr_kb_writer role can create and edit HR knowledge articles. The HR knowledge manager has the following responsibilities.
  • Ensure that the HR knowledge base contains all the HR documentation.
  • Devise a way to identify missing content, such as questions from employees that are not answered in knowledge articles, and to add the content.
  • Implement a process for HR knowledge article life cycle: Author, review, update, publish, and retire.
  • Schedule regular review of content so it can be updated or retired.

HR knowledge articles are managed through HR • Administration > Knowledge Management modules.

Attach a knowledge article to an HR case in legacy HR

You can add a knowledge article to an HR case to help process that record. For example, you can attach an article about the company dress code policy when an HR case is submitted that asks about wearing shorts to work.

Before you begin

Role required: hr_basic or hr_case_writer


  1. Navigate to HR • Case Management > Case Management and open one of the modules, such as Assigned to me or Open.
  2. Open the HR case.
  3. Click Knowledge results.
    Click Knowledge results to view available knowledge articles to attach.
  4. A list of Knowledge results appears below the comments based on keywords in the text. There are two tabs of results based on the user criteria that is associated with the knowledge base.
    • My Results displays a list of articles you can access.
    • [employee name] Results displays a list of articles that the Opened for employee can access.
    There are two tabs of knowledge results in the HR case.
  5. Review the list of suggested knowledge articles, and do any of the following:
    Preview the article Click Preview next to the article. After reviewing the article in the pop-up window, click Attach to HR Case if it is relevant, or click (X) to close the article.
    Attach the article without previewing it Click Attach next to the article.
    Note: When you attach an article, its text is copied to Additional comments. After you save the case, it appears also in the Attached Knowledge related list.
    Preview or attach one or more knowledge articles to the HR case.
  6. Click Save.
  7. Alternatively, to attach a knowledge article in the Attached Knowledge related list, complete the following steps.
    1. In the Attached Knowledge related list, click Edit.
    2. (Optional) If necessary, change the knowledge base to search within.
    3. To search for articles based on content in the article, add a condition, for example, [Short description] [contains] [dress code], and click Run filter.
    4. Select the knowledge base number in the Collection list and click the right arrow to move it to the Attached Knowledge List.
      When you select an article number, its topic and short description appear below the list.
    5. Click Save.