Applaud’s HR Case Management provides your HR team with the tools to handle employee queries efficiently through a clear and organized process. Employees can submit cases via the self-service portal or AskHR, track their progress, and receive real-time updates, all in one place. Behind the scenes, your HR team can view and manage cases, prioritize tasks, and respond more quickly using AI-powered automation. Workflows help streamline resolution, enhance communication, and ensure consistent HR support. Categorization, SLAs, feedback tools, and smart suggestions make it easier to meet service levels while minimizing manual effort.
How Employees Submit and Manage Cases
Employees can submit HR-related cases such as payroll questions, benefits requests, or workplace concerns in several ways:
- Using the case form in the Help section.
- Chatting with the AskHR, which supports conversational case creation.
Employees can access HR knowledge and follow step-by-step guidance to complete forms using AskHR. If AskHR cannot resolve their query, it gathers the necessary information, validates their responses, and submits a case to HR. The system then categorises, prioritises, and routes the case to the right team. Employees can track their case, receive real-time updates, and view a clear resolution summary once it’s closed.
Case Management roles
Each role in HR Case Management comes with tailored permissions and dashboards:
| Role | Description |
|---|---|
| Case Agents | Respond to employee queries and resolve assigned cases. View SLA timers, add notes, and manage case communications. |
| Case Managers | Monitor SLA compliance, reassign cases, manage escalations, and track team performance. |
| Case Administrators | Configure categories, SLAs, and escalation rules. Access feedback insights and manage AI-generated content. |
Case Categories
Categories help your HR team route and report on case types. Examples include:
| Category | Examples |
|---|---|
| Payroll & Benefits | Salary, tax deductions, or benefit-related queries. |
| Leave & Attendance | Holiday requests, absence tracking, or time off disputes. |
| Employee Relations | Concerns about behaviour, grievances, or misconduct. |
| Policy & Compliance | Legal or regulatory questions, or queries about company policy. |
Applaud assigns a category to each submitted case, whether raised by form or AskHR, automatically, so the right team member can handle it.
Service Level Agreements (SLAs)
SLAs define expected response and resolution times based on case type and priority. For example, a payroll dispute might require a response within 48 hours, while an employee grievance may involve a more extended investigation.
Case priorities include:
| Priority | Use case |
|---|---|
| Low | General queries with no urgency. |
| Medium | Standard HR requests (default). |
| High | Time-sensitive cases needing fast resolution. |
| Escalated | Urgent issues, such as grievances or compliance concerns. |
You can now define SLA targets by category and priority. Agents and managers can track SLA performance in dashboards. Employees see friendly status updates like “Next update due tomorrow” instead of SLA jargon.
Using the agent dashboard
Case Agents use a dedicated dashboard to view and manage their assigned cases. They can filter by category, priority, or status to focus on urgent or overdue items.
Each case includes:
- An AI-generated summary to understand the issue quickly
- SLA timers and priority indicators
- Internal notes for collaboration
- Resolution summaries once the case is closed
Agents can escalate or reopen cases when needed. When a case moves to “Resolved,” the HR team shares a summary of their actions, and employees can confirm that the resolution meets their needs before the system automatically closes the case.
How automation supports case management
HR Case Management includes AI-driven automation to help your team work efficiently:
- Automatically assign cases based on content, skills, or availability.
- Generate case summaries to speed up triage and handovers.
- Recommend relevant knowledge articles to reduce unnecessary submissions.
- Escalate cases automatically based on SLAs, urgency, or sentiment.
- Detect trends through feedback and surface common issues for improvement.
- Raise cases automatically from chat when users can’t resolve their issue via self-service.
Employees can talk to AskHR to complete forms naturally, so they no longer need to find the right page or fill out each field manually. For example, an employee might type “I have a problem with my payslip” in chat. If AskHR cannot solve the issue with a knowledge article, it starts asking for details like the pay period, the problem, and any attachments, then submits the case to HR.
After closing a case, the system prompts employees to leave feedback and uses Gen AI to analyze sentiment, pain points, and suggestions. Weekly digests help managers monitor performance trends.
Multilingual Support
Employees and agents see a consistent case management experience in their selected language. Key labels, system messages, and dropdowns support translation, helping global teams deliver consistent HR support.