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 what each role can do.
Employee
All employees can raise HR cases through the self-service portal.
They can:
- Submit a case with supporting details and attachments.
- Track case status in real time.
- Respond to messages from the HR team during resolution.
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 as needed.
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 to agents based on workload or urgency.
- Manage dashboards that track trends, capacity, and compliance.
- Handle escalations and ensure urgent issues are addressed quickly.
Case Administrator
Case Administrators are typically HR systems administrators or HR ops specialists.
They are responsible for system configuration and can:
- Turn HR Case Management on or off.
- Set up case categories, SLAs, and routing rules.
- Configure AI settings and workflows.
- Manage agent profiles, case statuses, and priorities.
- Test configurations and update system settings as needed.
Task you can perform here
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