Applaud’s HR Case Management gives your HR team the tools to handle employee queries efficiently through a structured and transparent process. Employees can submit cases via self-service, track progress, and receive real-time updates, all in one place.
Behind the scenes, your HR team can view and manage cases, prioritise tasks, and respond faster using AI-powered automation. Workflows help streamline resolution, improve communication, and ensure consistent HR support. Categorisation, SLAs, and smart suggestions make it easier to meet service levels while reducing manual effort.
How employees raise and manage cases
Employees can submit HR-related cases, such as payroll queries, benefits requests, or workplace concerns, by filling out a form. Before submitting a case, the AI Assistant helps direct users to relevant HR knowledge so they can try to self-serve first.
If they still need help, they can describe the issue, attach any documents, and submit the case for review. Once submitted, the case is automatically categorised, prioritised, and routed to the appropriate case agent, who can request more information or update the status as it progresses. Employees are notified throughout the process.
Case Management roles
Each role in HR Case Management comes with tailored permissions and dashboards:
| Case Agents | Respond to employee queries and resolve assigned cases. |
| Case Managers | Monitor SLA compliance, reassign cases, and track team performance. |
| Case Administrators | Configure categories and SLAs to align with company policies. |
Case Categories
Categories help your HR team route and report on case types. Examples include:
| 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. |
Each submitted case is automatically assigned to a category so the right team member can handle it.
Service Level Agreements (SLAs)
SLAs define expected response and resolution times based on the case type. 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:
| Low Priority | General queries with no urgency. |
| Medium Priority | Standard HR requests (default). |
| High Priority | Time-sensitive cases that need fast resolution. |
|
Escalated |
Urgent issues, such as grievances or policy violations that require immediate attention. |
Agents and managers can track SLA performance in their dashboards to help keep cases on time.
Using the agent dashboard
Case Agents use a dedicated dashboard to view and manage their cases. They can filter by category, priority, and status to focus on urgent or overdue items.
Each case includes an AI-generated summary so the agent can quickly understand the issue without reading the full case history. You can add internal notes for collaboration, and cases can be reassigned or escalated.
How automation supports case management
HR Case Management includes AI-driven automation to help your team work efficiently:
- Automatically assign cases based on workload, role, or availability.
- Generate case summaries to speed up triage and handovers.
- Recommend relevant knowledge base articles to reduce unnecessary submissions.
This reduces admin and helps your team focus on resolving the cases that matter.