Concepts related to self-service roles

The roles described in this topic are default roles for employees and service center users in the context of the self-service modules Employee Ask and Manager Ask.

Employee

Employees can create and monitor their own cases through the Employee Ask web application.

Manager

Managers and supervisors in who are assigned to one or more employees can create cases and monitor the cases of their direct reports with the Manager Ask web application. For these cases, the manager is designated as the employee on the case with whom the service center corresponds. The regarding employee does not have correspondence.

Field Representative

Field representatives are assigned to one more groups of employees. They can create and monitor progress on cases regarding employees in their jurisdiction with the Field Representative Ask web application. For these cases, the field representative is designated as the employee on the case with whom the service center corresponds. The regarding employee does not have correspondence. The people fulfilling this role are not typically assigned to other roles in the service center because they don’t technically work on employee cases.