Use 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 Center, 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 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 dental plans offered:

1. Alan submits an HR request through the Employee Center asking about one of the dental plans offered.
2. An HR case is created and assigned to an HR agent.
3. The HR agent can answer the inquiry by phone, email, chat, or through the Comments section of the HR case.

4. If the answer satisfies the inquiry, the HR case can be closed.

5. Create an HR case
   Create HR cases for employees or other individuals that require an HR service. Note that employees can also use the HR Service Portal to create HR cases for themselves.

6. Work an HR case
   After 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.
7. Resubmit an HR case for approval
   HR cases that are rejected can be resubmitted for approval. Resubmitting a rejected case alleviates having to recreate a new case.
8. Transfer an HR case
   You can create and use methods to reclassify or transfer an opened HR case from one HR service to another. Oftentimes an HR case opens as a General Benefits Inquiry. After investigating, you can transfer it to the applicable HR service.
9. Escalate an HR case
   Escalate an HR case when you cannot resolve it yourself. The system reassigns the case according to your organization's escalation rules and marks it as high priority.
10. Suspend and resume an HR case
    If you are unable to close the HR case within the duration specified in the service level agreement (SLA), you can suspend the case.
11. Add special handling notes for an HR Service Delivery case
    Create special handling notes that appear for a specific HR case or set of conditions.
12. HR cases for VIPs
    Your 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.
13. Creating bulk cases
    You can create the same type of HR case, for multiple employees, without having to create the same case multiple times. Segments for a bulk case help you define specific values for groups of employees.

Parent Topic:Case and Knowledge Management