Understanding Case and Knowledge Management

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 4 minutes to read

    • Case and Knowledge Management for the scoped version of HR benefits your enterprise by automating standard HR processes within your organization that support relationships between employees and the HR department.

    Who uses HR Service Delivery

    HR Service Delivery is used by the enterprise HR department. An enterprise HR department is composed of many areas, such as employee relations, benefits administration, policy enforcement, recruitment and employment, and performance management. The members of a large HR organization typically include:
    • HR specialists who specialize in one or more HR disciplines. For example, the benefits area has specialists in insurance administration, leave and vacation time, and employee stock purchase.
    • HR generalists who work with a business group or in a geographical region to assist employees with questions, careers, performance management, and other employee relations requests.
    • HR managers who monitor and measure the effectiveness of the HR group in supporting employees across the organization. They also ensure that the enterprise is compliant with federal, state, and local regulations.
    • HR systems administrators who configure and maintain systems such as the central employee database, payroll, learning and performance management system, and others, including the Human Resources application.

    How you use HR Service Delivery

    HR Service Delivery enhances and supports your enterprise. The relationships between your employees, IT, and the HR department are supported in numerous ways:
    • Employees can use the HR Service Portal or catalog to submit questions and other requests to the HR department.
    • If you use the Connect Support feature, employees can chat with an HR agent who is monitoring the HR chat queue. See Connect Support.
      Note:
      Connect Support will be deprecated. For similar capabilities, please move to Advanced Work Assignment and Agent Chat. For details, see Move from Connect Support to Advanced Work Assignment and Agent Chat.
    • HR staff can create, manage, and view HR cases to answer questions and process the requests that employees submit.
    • HR managers can run reports and view overview information to monitor and manage work done by the HR department.
    • HR and corporate IT administrators can more effectively manage the company HR systems, such as the payroll and performance management systems, through the Enterprise Configuration Management Database (ECMDB).

    How you benefit from HR Service Delivery

    Your entire organization benefits by using the application in the following ways:

    Automates standard HR processes
    Several typical HR processes are automated. This automation reduces the number of checklists, email exchanges, and phone calls performed by the HR team.
    Improves employee access
    Employees access HR services through a service catalog, rather than having to write individual emails, make phone calls, or personally visit HR for each request.
    Tracks requests and progress
    HR managers use reports and views to help them understand the work their staff is performing to support the company. Employees can see the status of their requests.
    Integrates with other services
    Human resources processes can include both HR tasks and tasks for other teams, to provide significant service delivery improvements.

    HR Service Delivery terminology

    The following terminology is used for the application.

    Table 1. Terminology
    Term Definition
    HR Criteria Way to select groupings of HR and System users based on criteria
    HR Services List of HR Services
    HR Topic Categories List of HR Service Topic Categories
    HR Relationships User relationships with each other
    HR Positions Positions available in company table
    HR Assignment Tier Definition Specifies escalation hierarchy
    HR Group Roles List of groups that have HR group roles
    HR Email Scripts List of all HR email scripts
    HR User Roles List of users who have HR user roles
    HR Templates Templates for Case record creation based on catalog item
    Client Role Rules Specifies the rules to generate client roles
    HR Topic Details List of HR Service Topic Details
    HR Service Options List of HR Services options that affect case creation
    HR Departments Departments available in company table
    HR Locations Locations available in company table
    HR Chat Queues List of HR chat queues
    HR Surveys Surveys used by HR application
    HR Links External links used by HR application
    HR Properties System properties used in HR Application
    HR Email Templates List of all HR-related email templates
    HR Knowledge Bases Knowledge bases used by HR application
    HR Knowledge Articles Knowledge articles used by HR application
    HR Notifications Email notifications used by HR application
    HR Service Catalog Categories Service catalog categories used by HR application
    HR Service Catalog Items Service catalog items used by HR application
    HR Document Templates Document templates for document content used in HR application
    HR Groups Groups used by HR users
    HR Skills Skills available to company users
    HR Roles Roles used by HR users
    HR Benefit Provider / Plans Benefit providers and plans used by HR Benefits service
    HR Benefit Type Benefit types used by HR Benefits service
    Disciplinary Issue Types Disciplinary issue types used by HR Employee Relations service
    Disciplinary Warning Types Warning types used by HR Employee Relations service
    HR System Report Frequencies System Report Frequencies defined for HR Systems Service
    HR System Report Types HR System Report types used by HR System service