Did you know that you can copy any service group member's access when adding a new user?
HR Case Management service group members' accounts include several access settings. Applying these settings to multiple new service group members manually can be time consuming, tedious, and subject to errors.
Cloning an existing service group member's access eliminates errors and saves time.
About Service Groups
A service group's members share one or more criteria such as region, level of experience, or an area of expertise. Members serve, manage, or administer one or more employee populations to address their HR-related questions.
The service group defines which cases that service agents, managers, and administrators can view and access in HR Case Management.
About Service Group Access
Service group members have specific access settings assigned to them including:
- System Role(s)
- Designated Manager (Yes/No)
- Chat Group (Yes/No)
- Chat Authorized (Yes/No)
- Service Group
- Tier (1, 2, or 3)
- Status (Active/Inactive)
- Admin Group (Yes/No)
Cloning an existing service group member's access duplicates all of the access settings listed above except System Roles.
About System Roles
System roles include:
- ServiceRep (for service agents)
- ServiceMgr (for service managers)
- ServiceAdmin (for service administrators)
- FieldRep (for Ask HR for HR field representatives)
The system roles are access groups that are applied to users' accounts in Knowledgebase Admin. They are not assigned to users' accounts in Case Management Admin.
For example, users with the ServiceRep group can see all cases, tools, and features in HR Case Management that have ServiceRep access.
They can also see all documents, widgets, and tools on the HR Knowledgebase site that have the ServiceRep group.
Cloning a Service Group Member's Access: Steps
Generally, ServiceAdmin users can add new members to service groups.
1. Ensure that the new service group member's user account exists in Knowledgebase Admin and that it includes at least one system role for HR Case Management.
Step 6 in this procedure will reveal if the new user's account exists in Knowledgebase Admin or not.
2. In the Analytics menu, select Case Management Analytics.
3. In the Case Management Analytics menu, click Other Reports, then select Service Group Members.
4. The Service Group Members page appears. Under Filter Options, make a selection from one or more of the options, then click Apply.
Filter Options include:
- Status
- Employee Name or User ID
- System Role
- Designated Manager
- Chat Group (Yes/No)
- Chat Authorized
- Admin Group
- Service Group
- Tier
5. The list of service group members appears. Select one by ticking the check box next to the name, then click Clone.
6. The Clone Service Groups for this Member box appears. In the Employee Name field, enter the new service group member's name.
While entering the name, a matching name will appear below the Employee Name field if the new service group member's account exists in Knowledgebase Admin.
If no matching name appears, the new service group member's account does not exist in Knowledgebase Admin. Ask the Knowledgebase administrator to create the account.
Click on the matching name to select it, then click Submit.
The new service group member now has the same access as the selected service group member.
For questions or more information, contact your HRSD Advisor (Customer Success Manager (CSM)).
