Overview of Issue Auto Resolution for HR

By providing your employees with self-service content for their routine inquiries through the Issue Auto Resolution for the HR application, you can help resolve your HR cases faster. Without the Issue Auto Resolution for HR application, your agents would take at least 3–5 days to resolve these cases.

The following two scenarios show how you can use the Issue Auto Resolution application in your organization.

Scenario 1 - Successful catalog submission

Let's say that an employee recently joined your organization. The employee doesn’t have a company laptop. The main method for work-related requests are through the company’s support email address. The employee owns a personal mobile phone, which is the employee's preferred mode of communication.

The following example shows how a new employee can use a personal mobile phone to raise a healthcare-related request.

1. The employee submits an HR general inquiry through an email from the employee's own mobile device.
2. The employee receives an SMS notification with recommendations that are related to the inquiry.
3. The employee clicks the link in the SMS message and logs in to the Employee Portal to view the recommendations.
4. The employee goes through all the recommendations, fills out the request form and catalog item, and submits the form.​
5. A new structured case is created. The original case is closed automatically.
   Hinweis:

   If the employee isn’t satisfied with the resolution, the employee can choose to connect with an agent for further assistance.

The employee gets a follow-up SMS regarding the feedback on the original inquiry. Within minutes, the issue is resolved through the channels that the employee is familiar with. No agent was needed for this scenario.

Scenario 2 - Helpful knowledge article

Let's say that an employee recently joined your organization as a program manager and is assigned a company laptop. The employee spends most of the time in meetings or communicating with various stakeholders through emails and Microsoft Teams. The employee prefers reaching out through these channels when a question arises.

The following example shows how a new employee can use a company laptop to raise a healthcare-related request.

1. The employee submits a HR general inquiry through an email via a desktop computer.
2. The employee logs in to Microsoft Teams and is greeted by the Issue Auto Resolution virtual assistance.

   The employee views the knowledge base articles that are recommended by the Issue Auto Resolution for HR application and is satisfied with the information, but later forgets about the open case​​.

3. The Issue Auto Resolution application tracks that the employee viewed some of the recommendations but hasn’t responded to the case. The next day, the employee gets a follow-up message in Microsoft Teams to request feedback.
4. The employee responds with positive feedback and a case closure consent. The case gets automatically closed​.

Within a day, the issue is resolved through the employee's preferred channels. No agent was needed for this scenario.