HR services
Summarize
Summary of HR services
HR services represent the various requests and assistance an HR organization offers to employees, such as benefits enrollment, direct deposit setup, and relocation help. These services serve as the foundation for creating HR cases and define the process from request initiation to fulfillment. You can create or modify HR services and configure them either for internal HR use only or to allow employees to request them directly via self-service portals like the Employee Center.
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HR Centers of Excellence Data Model
HR services are categorized within the HR Centers of Excellence (COEs) data model, which organizes HR data, services, and processes by functional areas. Each COE extends the HR Case table and is further structured by topic categories and details. Properly setting up this categorization structure is important before configuring individual HR services to ensure consistent classification and reporting.
HR Service Categorization and Request Fulfillment Process
When determining which HR services to offer, consider:
- The types of requests expected and services provided
- How to categorize services for effective reporting
- Information needed to fulfill requests
- Channels for request submission (email, phone, self-service portals)
- The fulfillment process, including HR case forms, instructions, approvals, tasks, and lifecycle events
HR Service Configuration
HR services define the entire request-to-fulfillment process for each case type. Configuration differs based on whether services are for internal HR use only or available for employee self-service:
- Internal use only HR services: Require configuration of the HR service and HR case template. These services are initiated by HR agents and are not accessible via self-service.
- Employee self-service HR services: Require configuration of the HR service, HR case template, and an HR catalog item (record producer). These services are accessible to employees through the HR service catalog on portals like the Employee Center.
Not all HR services are suitable for self-service; some must remain internally initiated by HR agents, such as payroll setup or promotion requests.
HR Service Catalog Management
The HR service catalog enables employees to browse and request available HR services directly. It is managed by setting up and categorizing catalog items corresponding to HR services, facilitating easy access via self-service portals.
HR Templates
HR templates help automate case and task form population to streamline processing. They can be configured for HR services, catalog items, service activities, and lifecycle event activities, enhancing efficiency in case handling.
HR Fulfillment Instructions
Fulfillment instructions provide targeted guidance for HR agents to resolve cases more quickly and effectively, supporting both the HR Service Delivery Agent Workspace and legacy HR Case Management interfaces.
HR services are the requests and assistance an HR organization provides its employees, such as benefits enrollment, direct deposit setup, and requests for relocation assistance.
They are the starting point for HR case creation and define the process for that case type, from request to fulfillment. You can create new or modify existing HR services, as well as configure them to be available for internal use only or for employee self-service.
HR Centers of Excellence data model
HR services are categorized under one of the HR Centers of Excellence (COEs), which are part of a data model that organizes HR data, services, and processes by functional discipline. Each COE is an extension of the HR Case [sn_hr_core_case] table, and each COE is further organized by HR topic category and detail. Before you begin configuring the individual HR services, review and set up the categorization structure for them.
HR request to fulfillment process
In determining what HR services to offer, you should consider:
- What are the requests you expect to receive and the services you want to provide?
- How do you plan to report on this data? This affects how you categorize your HR services.
- What information must you collect to fulfill the requests?
- How can the requests be made?
- Phone
- Employee self-service through the HR service catalog
- How is the request ultimately fulfilled?
- HR case form
- Fulfillment instructions
- Approvals
- Tasks
- Child HR services
- Lifecycle events
- Knowledge articles
HR service configuration
HR services are the starting point for HR case creation and define the request to fulfillment process for that case type. The configuration requirements for an HR service depend on whether it is available for internal use only, or if you are allowing the employee to request the service directly from the HR service catalog through a self-service portal such as the Employee Center.
| HR service type | Configuration requirements |
|---|---|
| Internal use only |
|
| Employee self-service |
|
Not all HR services need to be accessible for employee self-service. Some services may only be initiated by HR agents, such as to set up payroll for a new hire. Some services may require the employee to contact HR directly by email or phone, such as when a manager requests a promotion for a direct report. In these cases, the HR case is created internally by the HR agent. HR services intended for internal use only require configuration of the HR service and HR case template. See HR service configuration for more information.
Other HR services, however, may also be initiated by the employee, such as to update an employee profile or to request a password reset. These services are made available as HR catalog items in the HR service catalog. Employees can browse the HR service catalog and make requests directly from a self-service portal such as the Employee Center. HR services intended for employee self-service require configuration of the HR catalog item (also known as a record producer) in addition to the HR service and HR case template. See HR catalog item configuration for more information.
HR service catalog management
The HR service catalog provides employees a catalog of HR services that they can request directly from HR. Employees can access the HR service catalog from a self-service portal such as the Employee Center. You can manage the setup and categorization of the HR service catalog, as well as configure the individual HR catalog items that populate it.
HR template configuration
- HR services
- HR catalog items
- HR service activities
- Lifecycle event activities