Concepts related to cases
These concepts related to employee-based or job application-based cases are useful in the understanding of case routing in the service center:
Case
In the context of this guide, a case is a ticket generated in the system to track, manage, and resolve an issue. Cases are unique to a person and can be associated with either an employee or a job applicant.
Cases are created by service agents, recruiters, employees, or automation, depending on the population and use case. While employees can initiate cases for themselves, job applicants do not file cases directly. Instead, cases related to job applicants are created and managed on their behalf by agents, recruiters, or automated processes.
A case can contain important information about an issue, notes that service center users can reference, and attachments.
Case Form
A case form is the form that is configured for a specific population and which is populated by the person who is creating or modifying the case to record important details about the case.
Topic
A topic is the broadest level of categorization assigned to a case, such as benefits, careers, candidate background check, or pay. Topics are assigned to populations and play a key role in determining case routing.
Category
A category is a more granular categorization that can be assigned to a case. Categories help determine case routing. Categories can have subcategories.
SLA Date
The service level agreement (SLA) date represents the date by which a case is expected to be resolved. SLA dates are assigned based on population and case type.
Job applicant–based cases use a unique SLA calculation method, reflecting differences in hiring timelines and regulatory considerations, while employee-based cases follow standard SLA rules.