Using Issue Auto Resolution for HR to handle cases

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Using Issue Auto Resolution for HR to handle cases

    The Issue Auto Resolution for HR application helps organizations efficiently manage high-volume, low-value HR cases by providing employees with self-service content for routine inquiries. This reduces the workload on HR agents, allowing them to focus on more complex issues requiring manual intervention. Without this application, resolving such cases typically takes 3–5 days.

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    Key Features

    • Self-Service Employee Support: Employees receive automated recommendations and knowledge articles relevant to their HR inquiries through familiar communication channels such as email, SMS, Employee Portal, and Microsoft Teams.
    • Multi-Channel Interaction: Supports case initiation and follow-up via personal mobile phones, company laptops, email, SMS, and collaboration tools like Microsoft Teams.
    • Automated Case Management: New structured cases are created automatically when employees submit requests, and original cases are closed once resolved without manual agent involvement.
    • Follow-up and Feedback Collection: The system sends follow-up messages to gather employee feedback and consent for case closure, ensuring that issues are confirmed resolved before automatic closure.
    • Virtual Assistance: Provides virtual assistance within platforms like Microsoft Teams to guide employees through knowledge articles and support content.
    • Agent Escalation Option: Employees can opt to connect with an HR agent if self-service resolution is unsatisfactory.

    Key Outcomes

    • Faster resolution of routine HR cases—often within minutes or a day—through automated self-service workflows.
    • Reduced workload and case volume for HR agents, allowing focus on complex cases requiring expert attention.
    • Improved employee experience by enabling issue resolution via preferred communication channels and timely follow-ups.
    • Automated case lifecycle management, including creation, follow-up, feedback, and closure, ensuring efficient HR case handling.

    You can use the Issue Auto Resolution for HR application to quickly handle your organization's high-volume, low-value HR cases and reduce the burden on your agents so that they can focus on issues that need more experience or manual assistance.

    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.

    Figure 1. Employee inquiring about healthcare benefits
    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.
      Note:
      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.

    Figure 2. Inquiring about healthcare benefits through email
    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.