Did you know that Employee Note details can replace the Employee Notes icon in HR Case Management reports?
Many employment-related details are employee-specific. The more agents know about employees, the better they can serve their cases.
About Employee Notes
Employee Notes are HR-related information items about employees. Unlike Case Notes, Employee Notes do not specifically correspond with any particular case. However, the information in Employee Notes can be useful for resolving employees' cases quickly and accurately.
Note:
In an HR Case Management case, a note is plain text that details information about a case’s issue or solution. Employees can add notes to their own open cases. (They cannot add notes during the case creation process.) However, these notes are not "Employee Notes" in HR Case Management parlance. These are "Case Notes."
Where are Employee Notes?
Wherever the Employee Notes icon appears, clicking on it opens the Employee Notes window with a list of all notes in the employee's profile.
In HR Case Management's default configuration, the Employee Notes icon appears:
In the Directory
In the employee's profile, Employee Notes appear in the right-hand panel.
The Employee Notes icon does not appear within individual cases on the Employee Toolbar by default. The Case Management setup administrator must configure this setting.
In the Agent and Manager Queue's reports
The Employee Notes icon appears in the Notes column for each case.
Clicking the Employee Notes icon opens the Employee Notes window with a list of all notes in the employee's profile.
Clicking on an Employee Note’s hyperlinked name opens a pop-up with the Employee Note’s details.
Note:
The Employee Notes icon does not appear within individual cases on the Employee Toolbar by default. The Case Management administrator must configure this setting.
Note Details in Reports
In HR Case Management reports' Notes column, Employee Note details can replace the Employee Notes icon.
Only the most recently added Employee Note's details appear in the Notes column. The Employee Notes pop-up displays all Employee Notes in the employee's profile.
Once configured, the Employee Note details appear in hyperlink format. When selected, the Employee Notes pop-up appears.
Users with the appropriate rights (permissions) can view, add, and remove Employee Notes.
If the Notes column is empty, no Employee Notes exist in the employee's profile.
Employee Notes do not appear in exports.
Advantages
• Agents can view singular Employee Notes without clicks.
• The most recently added—and most relevant—Employee Note details appear.
• Customers can enable and disable Employee Note details as per business needs.
• The configuration is population-specific.
Enabling Employee Notes Details: Steps
1. Log into the portal as an HR Case Management setup administrator (CMsetup).
2. In the portal menu, navigate to Case Management Admin > Populations.
3. On the Populations page, select a population.
4. On the Properties tab, scroll down to the Employee Notes area.
Click the "Display Most Recent" switch to set it to "Yes." Then click Update.
A confirmation message appears: "Successful - Population has been updated."
Configuring Employee Notes Editing Rights: Steps
For each population, HR Case Management setup administrators can grant permissions to edit Employee Notes to any service user role: Agent/ServiceRep, ServiceMgr, and ServiceAdmin.
1. Log into the portal as an HR Case Management setup administrator (CMsetup).
2. In the portal menu, navigate to Case Management Admin > Populations.
3. On the Populations page, select a population, then click Privileges.
4. On the Privileges tab, under Employee Notes editing, click one or more service user role switches to set them to "Yes."
Then click Update.
A confirmation message appears: "Successful - Population has been updated."
For questions or more information, contact your HRSD Advisor (Customer Success Manager (CSM)).
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