Ask HR for HR

Field representatives use Ask HR for HR in the Knowledgebase to create cases and view those they have submitted for themselves or for employees within the user groups they preside over.

When a case is created, it is automatically routed to a service group based on the employee’s population and the selected case topic. For employees who belong to multiple populations, the population with the highest configured priority is used for routing purposes.

If Chat Channel integration is enabled for the site and the service group, field representatives can initiate a chat during case submission.

On the case form, the source of cases field representatives submit is labeled Ask HR for HR. The field representative is the Employee name, and the selected employee is the Regarding name.

Cases created by field representatives are not visible to the employees listed in the Regarding field.