Case Management helps HR teams manage employee requests from first contact through resolution.
Employees can ask for help, track progress, and communicate with HR in one place. HR teams receive complete, well-routed cases that include the information they need to begin work immediately. Throughout the lifecycle of each case, service levels, collaboration, and automation help ensure requests are handled consistently and efficiently.
Whether an employee has a question about payroll, benefits, leave, or another HR topic, Case Management provides a structured way to manage the request from start to finish.
What Case Management helps you do
Case Management provides a different experience depending on your role.
| Role | What you can do |
| Employee | Ask questions, raise requests, track progress, and communicate with HR. |
| Case Agent | Work assigned cases, collaborate with teammates, and resolve employee requests. |
| Case Manager | Oversee team workloads, manage assignments, and handle cases that require manual routing. |
| Case Administrator | Configure how cases are created, routed, measured, and closed. |
Many routine questions can be answered during a conversation with the AI Assistant without creating a case. Requests that require tracked HR work become cases and move through the complete case lifecycle.
What is a case?
A case is a record of a single employee request.
Each case brings together everything needed to understand, manage, and resolve that request, including:
- A unique case ID and descriptive title.
- The conversation between the employee and HR.
- Classification information, such as the assigned team, priority, categories, and flags.
- The people involved, including the requester, assignee, collaborators, and anyone copied on the case.
- Service-level metrics that measure response times and employee experience.
- A complete history of significant changes throughout the case lifecycle.
Cases can be created through conversations with the AI Assistant, case creation forms, connected communication channels, or by agents acting on behalf of employees.
Employee portal and agent workspace
Employees and HR teams work with the same case, but each experience is designed for different needs.
| Employee portal | Agent workspace |
| Raise new requests and track existing cases. | Manage and resolve assigned cases. |
| View the public conversation with HR. | View the complete case history, including internal notes and AI activity. |
| Reply to requests for additional information. | Update case details, communicate with employees, and collaborate with other agents. |
| Complete close surveys after resolution. | Monitor service levels, manage classifications, and perform administrative case actions. |
This separation helps protect sensitive internal information while giving employees visibility into the progress of their requests.
Every request follows the same general journey.
During intake, the AI Assistant gathers the information needed to understand the request. If the assistant can answer the employee's question immediately, no case is created.
When a case is needed, automatic triage assigns the appropriate team, classifications, and priority before work begins.
For a detailed explanation of this process, see How intake, deflection, and triage work.
The case lifecycle
Most cases move through the same stages.
- An employee requests help.
- The request is clarified and additional information is collected.
- A case is created.
- Automatic triage determines ownership and classification.
- An agent investigates and communicates with the employee.
- The case is resolved.
- The employee may complete a close survey.
- The case is closed and eventually finalized.
Lifecycle automation helps keep work queues accurate while ensuring employees have an opportunity to respond before cases are permanently closed.
How work is organized
Case Management uses several configuration concepts to organize work consistently across your organization.
| Concept | Purpose |
| Teams | Define who owns and works cases. |
| Categories | Classify the type of request and guide AI-assisted intake. |
| Flags | Highlight important characteristics such as urgency or risk. |
| Priority | Indicates how quickly a case should be handled. |
| SLA policies | Define service targets for response and resolution. |
Together, these settings determine how cases are routed, prioritized, and measured.
Measuring service quality
Case Management measures both operational performance and employee experience.
- Service Level Agreements (SLAs) measure how quickly cases are handled.
- Experience Level Agreements (XLAs) measure the quality of the employee's support experience.
Managers can use these metrics to monitor team performance, identify cases at risk, and improve service quality over time.
For more information, see Understand SLA and XLA metrics.
Privacy and security
Case Management is designed to protect sensitive HR information.
Access is controlled through roles and permissions, ensuring people see only the information they need.
For example:
- Employees see only their own cases.
- Internal notes and AI activity aren't visible in the employee portal.
- Collaborators can access only the cases they've been invited to.
- Every significant case change is recorded in the case history for auditing and compliance.
Next steps
- How intake, deflection, and triage work
- Case administrator overview
- Case manager overview
- Case agent overview