HR often finds itself handling requests whose nature varies from payroll queries to complaints. HR staff usually ends up managing these requests manually through email or over the phone. This is because most human resource management systems (HRMS) products don’t have a case management feature. This deficiency leads to a lack of accountability and tracking, bringing doubts on HR’s performance, its comprehension, and reporting.
Employee Service Center
The Employee Service Center presents a unified interface to employees, who go there to browse for answers, make requests, and seek help. You configure pages in the application that employees visit to perform these activities. You upload organizational HR documents in an integrated knowledge base that employees browse for answers. An HR service catalog enables employees to make HR service requests like a payroll inquiry or an air ticket booking request. They can view raised offers, initiate an in-app chat with support agents, and engage with other employees through forums.
Case and Knowledge Management
After an employee raises a service request, it creates a case in the Case and Knowledge Management application. The HR service catalog categories within the Employee Service Center include:
Depending on the category, HR administrators apply rules to assign cases to a specific HR agent or a group. This ensures quick case resolution. An HR agent can also create a case if an employee communicates about an HR service over the phone, email, or chat.
The HR function can create a knowledge base whose content employees can search. This content pertains to HR policies, organizational structures, procedures, etc. Every knowledge base has an owner and category structure. The Case and Knowledge Management application come with the built-in Human Resources General Knowledgebase. This knowledgebase has categories like:
Case and Knowledge Management has simplified dashboards that provide reports on the service types and its numbers.
Onboarding and Transitions
The phases of an employee’s progress through an organization are captured in an employee’s lifecycle. Such lifecycle phases or events, if automated, improve employee satisfaction. Lifecycle events include onboarding, reallocation, promotion, parental leaves, and offboarding. The Onboarding and Transitions application provides this automation while involving activities from other departments, and is preloaded with the onboarding lifecycle event.
This improves interdepartmental efficiency while affording better visibility to HR. Employees also get that helping hand without having to ask for help. Finally, any activity delay can be easily traced using real-time data on dashboards.
Get more than what you think from YASH Technologies
The HR Service Delivery application of YASH Technologies’ ServiceNow smooths out these gaps and automates standard HR processes. Employees now get an enhanced omnichannel experience that links to a single portal for all their needs. They can access this portal that you can format in your organization’s brand colors, round-the-clock. The application includes the Employee Service Center, Case and Knowledge Management, and Enterprise Onboarding and Transitions modules. These modules assist employees in raising requests, searching for answers, and orienting themselves to the organization.
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