Did you know that the name of the service group working on a case can appear in self-service case forms?
HR Case Management users—especially employees with questions—like to know that a solution is at hand.
By enabling the “Display Service Group - Ask HR Modules” feature, employees and service center users can see which service group is working on their case.
Details
• HR Case Management setup administrators (CMsetup) can enable service group name visibility by setting the “Display Service Group - Ask HR Modules” switch to "Yes."
• All self-service cases (Ask HR, Ask HR for Managers, and Ask HR for HR) will include the assigned service group name.
• The service group name will appear in open and closed self-service cases.
• The service group name will appear at the bottom of the case form's left-hand pane.
• The assigned agent's name will not appear; only the assigned service group name.
• The service group name will be visible to employees and service users.
Benefits
• Employees can tell which service group is currently working on their case which assures them that their case has not fallen by the wayside.
• Employees can check if their case was transferred to another service group. This is especially useful when the customer has not enabled case transfer notifications for employees.
• Employees are up-to-date regarding the movement of their case.
• Customers can enable and disabled service group name visibility as per business needs.
Enabling Service Group Visibility: Steps
1. Log into HR Case Management as a setup administrator user (CMsetup).
2. In the Administration menu, select Case Management Admin.
3. In the Case Management Admin menu, click Application Settings.
4. On the Application Settings page, scroll down to the Additional section.
Click on the “Display Service Group – Ask HR Modules” switch to set it to “Yes.”
Then click Update.
A message appears: "Confirmation: Configuration updated successfully."
Results
Log into Ask HR as an employee. Open any existing case. The new Service Group section appears in the left panel.
Log into Ask HR for Managers as a manager (ServiceMgr). Open any existing case. The new Service Group section appears in the left panel.
Log into Ask HR for HR as a field representative (FieldRep). Open any existing case. The new Service Group section appears in the left panel.
For questions or more information, contact your HRSD Advisor (Customer Success Manager (CSM)).
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