HR Administration

Administer the Case and Knowledge Management application to improve HR efficiency and make it easier for employees to get the services they need.

Note: To use guided setup to help configure HR Service Delivery on your instance, navigate to HR Administration > Guided Setup. For further information on how to use the guided setup interface, see Using guided setup.

• HR properties
  HR properties control the behavior of HR Service Delivery.
• Configure how HR cases are created
  Modify how search results for an employee appear and configure the default HR case creation form.
• Application view of HR catalog
  The Application View provides an aerial view of your HR catalog. The Application View allows you to view your catalog with all categories and items and ensure that it is set up correctly.
• HR notifications
  Notifications are reminders that are created using email templates and sent out for Lifecycle Event Activities and HR Services.
• Collect employee input
  Collect employee input without creating additional case records or adding new fields to existing tables with employee forms.
• HR criteria
  HR criteria defines the audience for HR content, services, or cases. You can make information available to or create an HR case for specific groups, individuals, or to all employees using HR criteria.
• HR surveys
  HR Surveys let users rate their satisfaction with HR case resolution, and provide management with feedback to improve HR processes.
• Managed lists
  You can use the Managed Lists module to view and manage administrative areas like departments, locations, positions, and details about HR services.
• HR Knowledge Management
  HR knowledge management allows the enterprise HR department to provide employees with a searchable knowledge base of HR policies, procedures, and other articles. By sharing information with employees, HR can reduce the time spent answering routine questions and enable employees to find answers that are relevant to them.
• HR services
  HR services are the requests and assistance an HR organization provides its employees, such as benefits enrollment, direct deposit setup, and requests for relocation assistance.
• Manage HR roles
  Roles control access to features and capabilities in modules in the HR application.
• HR Service Delivery case assignment
  HR cases can be automatically assigned to your agents via an HR case template, assignment and matching rules, or advanced work assignment (AWA).
• Labor unions
  Use Labor Unions to define the details about unions within your company.
• Configure an HR badge
  Use Badges to create or modify visual indicators that provide quick insights into important attributes of employees, cases, or assigned users, such as organization, role, status, or special conditions on the HR Ticket page.
• Response templates for HR Service Delivery
  You can use response templates with HR Service Delivery to resolve cases faster and more efficiently.
• HR synonym dictionary
  HR Service Delivery provides a Synonym Dictionary that helps expand text searches with additional keywords.
• HR security
  HR Service Delivery provides Restricted Caller Access, Encryption Support, and Edge Encryption security features.
• HR chat from lists and forms
  You can chat with employees about their HR services request from any HR list or form in HR Service Delivery.
• Capturing multiple job records for a user
  Capture multiple job records for a user with the new Jobs (sn_hr_core_job) table. When creating HR cases, you can specify which job the case pertains to. For example, say that you have a payroll discrepancy case and the employee has two associated job records. When the case is created, you can specify which job the case is for.
• Standard Ticket Page view for HR Service Delivery
  Configure your HR services to use the Standard Ticket page to provide a consistent user experience for your employees.
• Translations for HR cases and tasks
  Enable translations on HR case and task templates so that employees can view the short descriptions and descriptions of their HR cases and tasks in their preferred language.
• Link generator for HR Service Delivery
  Use the Link Generator to create a link on an HR case form that accesses information outside of the application to help fulfill the case.
• HR flows and triggers
  HR flows created in Workflow Studio use natural language to automate approvals, tasks, notifications, and record operations without coding.
• Employee passport
  Enable employee's data export, which can be used by any other agency or department for tracking, compliance, and regulatory purposes.

Parent Topic:Configuring Case and Knowledge Management