HR case and knowledge support
Cases that reach the right people. Answers employees can find.
A new HR service, a reorganisation that breaks routing, knowledge that nobody owns, a sensitive case type that needs tighter access: case and knowledge work arrives every week. We take it on with clear priorities and visible ownership, and leave your HR team more confident each time.
What we cover
From the HR service catalogue to the closed case.
The case and knowledge configuration your HR agents and employees depend on.
Services and routing
HR services, case types and categories; assignment rules, routing and queues that reflect how your HR teams are organised; service levels and escalation.
Agent workspace
The workspace HR agents work from: forms, related records, templates, response macros and the changes a new team or centre needs.
Knowledge
Articles with owners and review cycles, knowledge bases by audience and country, search tuning and the gaps that case data reveals.
Sensitive cases and access
HR criteria, restricted case types for investigations and health matters, access reviews and the audit trail behind them.
Typical requests
The work that lands on your team.
Most case and knowledge requests are small on their own and heavy together. We separate the urgent from the important, fix the repeat causes and keep the changes documented.
So HR agents answer quickly and consistently, and employees find the answer before they raise a case.
For example
- A new HR service or case type with routing and service levels
- Cases landing in the wrong queue after a reorganisation
- Knowledge articles out of date or unfindable
- Agent workspace changes for a new HR team or shared service centre
- A restricted case type for sensitive matters
- Service level and reporting changes for a new agreement
Examples of the requests a managed support service handles. Scope, capacity and priorities are agreed in your service agreement.
Straight answers
Questions about case and knowledge support.
Can you take on a backlog of case and knowledge changes, or only new requests?
Both. A first review sorts the backlog into urgent, important and repeat causes, and we agree what to tackle first. Capacity for the backlog is written into your service agreement.
Do you work in our instance or your own?
In yours, through accounts you create and control, with the HR criteria your policies require. Changes follow your update-set and release process; your proposal names who has access and from where.
Can you help our HR team make more changes themselves?
Yes. Enablement is part of the service: documentation, walkthroughs and training so your HR systems team can own the routine configuration while specialist help stays close.
Let’s talk about your HRSD support.
Tell us what’s working, what isn’t and what you need next. A conversation with an HR Service Delivery specialist, no charge and no obligation.
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