Ask HR for HR

Field representatives can use Ask HR for HR in the Knowledgebase perform these functions:
  • create cases
  • view cases that they created regarding themselves or employees in the user groups they preside over

When a new case is created, it is automatically assigned to a service group based on the routing configuration. The combination of the population to which the employee belongs and the case topic determines the service group to which the case is initially routed.

If Chat Channel integration is enabled for the site and the service group, then field representatives can chat when submitting a new case. On the case form, the source of these cases is indicated as Ask HR for HR. The field representative is the Employee name, and the selected employee is the Regarding name.

These cases are never shown to the employee who is identified in the Regarding field. If the employee belongs to more than one population, then the case defaults to the population that has the highest ranking priority.