Concepts related to employee users and job application cases
These concepts related to employee users and job application cases describe how case routing works in the service center.
Employee
An employee is a worker whom the service center serves.
Job application cases
Job application cases are specific to job applicants and are created by case agents, recruiters, or automated triggers.
User Group
A user group is a collection of employees that share common traits such as region, job level, or medical plan type.
Population
A population is a group that is serviced by one or more service groups. For employee populations, grouping is based on employee user groups. For job application populations, grouping includes all job applications that have reached the Applied status or later. Topics are assigned to populations. When a case is created, it is routed to the default service group that serves the population of the employee or job applicant.