As a Case Administrator, you set up the essential elements that ensure HR Case Management runs effectively, including Service Level Agreements (SLAs), case categories, and reference text. These elements assist your HR team in routing and prioritizing cases, monitoring performance, and creating valuable insights. When these are configured clearly and consistently, they enhance the employee experience and aid in making data-driven decisions.
Service Level Agreements (SLAs)
SLAs specify how quickly your team should respond to various case types. For example, a payroll issue might need a response within two business days, while an urgent grievance could require immediate attention.
SLAs help you:
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Set clear expectations for employees.
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Prioritize cases based on urgency.
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Build trust by providing timely support.
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Monitor performance with SLA compliance analytics.
Employees receive friendly, plain-language updates explaining when they can expect a response. Agents also see SLA timers and upcoming deadlines directly in the case view. You can set different SLA targets by case category and priority to better align with your policies.
Case categories
Case categories group cases by topic, such as Payroll, Leave and Absence, or Employee Relations.
When an employee submits a case, AI automatically assigns a category based on the details provided, which ensures the case routes to the right team with the correct priority. Case Managers and Admins can manually update the category if needed.
Case categories enable:
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Automatic routing to the appropriate team.
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Consistent reporting and trend analysis.
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Smarter case prioritisation based on topic.
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SLA control by category and urgency.
You can choose which categories allow automatic assignment and which require manual selection.
Reference text
Reference text is the human-readable label that identifies each case, such as EMP-CASE-00123 or PAYROLL-45678. The system typically generates this automatically using a standard format.
Reference text helps you:
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Make cases easier to search and reference.
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Improve traceability between HR teams.
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Maintain consistent records for audits and reviews.
How these work together in reporting
SLAs, categories, and reference text form the foundation of effective HR case reporting.
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SLAs show how well your teams are meeting resolution targets.
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Categories reveal trends in employee queries over time.
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Reference text supports tracking and filtering individual cases.
Together, they help you uncover bottlenecks, assess performance, and refine your processes. For example, you might notice repeated cases in one category or SLA breaches in a specific region, insights that can drive improvements.