Did you know about Case Management's key capabilities and modules?
HR Case Management is integrated into your existing Knowledgebase or Onboarding site. Employees, managers, and HR can create and manage cases—and resolve the majority of routine inquiries—without leaving the application.
With the KB Emulation and Auto-Search integration, customers who have the Knowledgebase product can utilize these features to aid the service center to locate answers to employees' questions and help employees to find answers themselves.
Key Capabilities
- Case routing — ensure cases reach the appropriate resource.
- Reporting and analytics — monitor time to close, active cases, closed cases, and more.
- Surveys — collect valuable feedback from your employees after a case is closed to help improve your processes.
- Service-level agreement (SLA) tracking — respond to cases in a timely manner.
- Agent, manager, and HR queues — allow agents, managers, and HR staff to monitor and respond to cases.
Case Management Self-Service Modules
AskHR
Customers can enable this module to grant employees the ability to create and monitor their own cases.
AskHR for Managers
With this module enabled, customers can give managers the ability to create and monitor cases regarding their direct reports. Such cases are visible only to managers and above.
AskHR for HR
HR staff can create and monitor cases regarding employees within their assigned jurisdiction when this module is enabled.
Only assigned HR team members can view these cases.
Additional modules available include:
- Analytics/Reports
- Chat Monitor
- Chat Queue
- Email Channels
For questions or more information, contact your HRSD Customer Success Manager.
