Ask HR

Employees use Ask HR in their company's Knowledgebase portal to create cases and view cases of two types:
  • cases that they created for themselves
  • cases that were created on their behalf by a service center user
When a new case is created, it is automatically assigned to a service group based on the routing configuration. The service group to which the case is initially routed is determined by these factors in combination:
  • the population to which the employee belongs
  • the case topic

If Chat Channel integration is enabled for the site and the service group, then employees are offered the opportunity to chat when submitting a new case. If an employee belongs to more than one population, then the population that has the highest ranking priority in the configuration is used by the system.