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.

Note: Job application cases are created only when the job application status is Applied and the application is not in a disposition workflow step, Closed, or Withdrawn. The job requisition status must be Open, Filled, or Closed.

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 applicants, a single population represents those with job applications in Applied status that are not in a disposition workflow step, Closed, or Withdrawn. The related job requisitions must be in Open, Filled, or Closed status. 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.