HR Case Management in Applaud is role-based, meaning users only see and interact with features relevant to their responsibilities. This keeps the experience streamlined, secure, and aligned with each user’s needs.
Below are the core roles involved in case management and their respective responsibilities.
Employee
All employees can raise HR cases through the self-service portal or by chatting with AskHR, the AI Assistant.
They can:
- Access HR knowledge and receive step-by-step help with forms using AskHR.
- Submit a case if their question isn’t resolved, either manually or through AskHR.
- Track their case, view real-time updates, and see when to expect the next response.
- Receive a clear summary once the case is resolved.
Case Agent (HR Professional)
Case Agents are members of your HR team who handle assigned cases.
They can:
- View and manage their assigned cases.
- Respond to employees and update case statuses.
- Add internal notes for collaboration.
- View SLA targets, attachments, summaries, and full conversation history.
- Escalate or close cases, or reopen them if follow-up is needed.
- See SLA timers directly in the case view to stay on track with response and resolution targets.
Case Manager
Case Managers oversee case activity and ensure the team is meeting service goals.
They can:
- Monitor all open cases and SLA performance.
- Assign or reassign cases based on workload, urgency, or skills.
- Manage dashboards that track trends, capacity, and compliance.
- Escalate cases manually or review escalations triggered by SLAs, urgency flags, or AI-detected sentiment.
Case Administrator
Case Administrators are typically HR systems administrators or HR ops specialists. They configure and maintain the case management setup.
They can:
- Turn HR Case Management on or off.
- Set up case categories, SLAs (including SLA targets by category and priority), and routing rules.
- Configure AI settings and workflows.
- Review employee feedback on closed cases via the Case Insights view.
- Manage agent profiles, case statuses, and priorities.
- Test configurations and update system settings as needed.
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