The following examples illustrate common ways to configure Case Management for different HR services and organizational needs. Use them as a starting point and adapt them to your own requirements.
Example 1: First-time deployment
Scenario
You're implementing Case Management for the first time and want a simple configuration that supports common HR services.
Recommended configuration
| Area | Recommendation |
| Teams | HR General, Payroll, Benefits |
| Categories | Use the recommended starter categories |
| Flags | Use the recommended starter flags |
| Priority definitions | Use the recommended defaults |
| SLA policies | One policy per priority |
| Notifications | Enable required notifications and SLA warnings |
| Close survey | Enable all questions using CSAT |
| Lifecycle | Use recommended defaults |
| AI-only case creation | Enabled |
| Case numbering | HR prefix |
Example 2: Benefits service
Scenario
Employees regularly contact HR about medical, dental, and leave balances.
Rather than using one broad Benefits category, you want AI to collect more relevant information and route cases to specialists.
Recommended configuration
| Area | Recommendation |
| Team | Benefits |
| Categories | Medical Benefits, Dental Benefits, Leave Balance |
| Priority | Use the standard priority definitions |
| Flags | Open Enrollment |
| AI intake | Category-specific intake briefs |
| SLA | Standard Benefits policy |
Example intake briefs
| Category | AI intake brief example |
| Medical benefits | Ask which plan year, the employee's question (coverage, claim, ID card), and any relevant dates or claim numbers. |
| Dental benefits | Ask which plan, whether the question is about coverage or a claim, and the provider or procedure if known. |
| Leave balance | Ask which leave type (PTO, sick, parental), the dates in question, and whether they need a balance check or a correction. |
Example 3: Payroll service with priority-based SLAs
Scenario
Payroll requests often have strict deadlines and can have a significant financial impact on employees. Missing or incorrect payments typically require faster handling than routine HR requests.
This example shows how to configure a dedicated Payroll service with targeted AI intake, specialist routing, and stricter service-level targets for high-impact cases.
Recommended configuration
| Area | Recommendation |
| Team | Create a dedicated Payroll team with specialist case agents and at least one case manager. |
| Category | Use a Pay and Benefits category for payroll-related requests. |
| AI intake brief | Ask for the pay period, payment date, issue type (for example, missing payment or incorrect deduction), amount involved, and any relevant reference numbers. |
| Priority definitions | Define Critical to include employees who have not been paid by the expected pay date or cases with an immediate financial or legal impact. |
| Flags | Add Financial impact and Time critical for cases that require urgent attention. |
| SLA policy | Create one SLA policy for each priority level. Configure shorter response and resolution targets for Critical payroll cases. |
| Notifications | Enable manager notifications for SLA warnings and breaches to help prevent missed payroll deadlines. |
Example service targets
The following example illustrates how service targets can vary by priority.
| Priority | Time to first update | Resolution time |
| Critical | 15 minutes | 8 hours |
| High | 30 minutes | 1 business day |
| Normal | 2 hours | 3 business days |
| Low | 1 business day | 5 business days |
If a case matches multiple SLA policies, the strictest target for each enabled metric is applied.
Why this works
This configuration combines several Case Management features to support payroll requests effectively:
- A dedicated team ensures requests are routed to payroll specialists.
- The AI intake brief gathers the information agents need before the case is created.
- Clear priority definitions distinguish routine payroll questions from urgent issues that prevent employees from being paid.
- Priority-based SLA policies ensure the most critical cases receive the fastest response.
- Notifications and service-level monitoring help managers identify cases that require immediate attention.
Together, these settings help reduce delays, improve consistency, and ensure payroll issues receive the appropriate level of attention.
Example employee request
"My paycheck for the March pay period is missing."
The AI Assistant asks follow-up questions to collect the relevant information, including the pay period, expected payment date, amount involved, and whether the payment is missing or incorrect.
After the required information is collected, the case is:
- Categorized as Pay and Benefits
- Routed to the Payroll team
- Assigned an appropriate priority based on the configured definitions
- Flagged as Financial impact when applicable
- Matched to the appropriate SLA policy
Managers can monitor the case using the service-level indicators and analytics dashboard to ensure service targets are met.
Example 4: Automating case closure and employee feedback
Scenario
Your HR team wants to encourage employee feedback while keeping case queues up to date without requiring agents to manually follow up on inactive cases.
This example shows how to combine close surveys and lifecycle settings to automate the final stages of the case lifecycle.
Recommended configuration
| Area | Recommendation |
| Close survey | Send a survey when cases are resolved. Enable all three questions and use the CSAT (1–5) scale. |
| Lifecycle | Automatically resolve cases that have been waiting for an employee response for 7 days. Move resolved cases to Closed after 7 days, then finalize closed cases after 30 days. |
| Message undo | Enable a 15-second undo window so agents can correct mistakes before public replies are sent. |
| Notifications | Keep the required employee notifications enabled so employees know when a case is waiting for their response or is about to be resolved automatically. |
Why this works
This configuration balances employee experience with efficient case management.
The close survey gives employees an opportunity to provide feedback while the interaction is still fresh. At the same time, lifecycle automation prevents inactive cases from remaining open indefinitely, helping managers maintain accurate reporting and manageable work queues.
The message undo feature provides a short review period before public replies are delivered, reducing the risk of accidental or incomplete responses.
Example case lifecycle
An employee submits a question about their annual leave balance.
- A case is created and assigned to the appropriate team.
- An agent responds and requests additional information from the employee.
- The case moves to Waiting while the team waits for a reply.
- After seven days with no response, the employee receives a reminder that their case will be resolved automatically if no further information is provided.
- If the employee doesn't respond, the case is automatically Resolved.
- The employee receives a close survey asking about their support experience.
- Seven days later, the case moves to Closed.
- After the configured finalization period has elapsed, the case is finalized and can no longer be reopened.
Throughout the process, notifications keep both the employee and agents informed about the case status.
Typical starting configuration
The following settings provide a balanced starting point for many organizations.
| Setting | Recommended value |
| Send close survey | Enabled |
| Survey questions | All enabled |
| Survey scale | CSAT (1–5) |
| Auto-resolve waiting cases | 7 days |
| Reminder before auto-resolve | 2 days |
| Resolved to Closed | 7 days |
| Closed to Finalized | 30 days |
| Message undo | Enabled (15 seconds) |
You can adjust these values to reflect your organization's service commitments, employee expectations, and case volumes.
Example 5: Monitoring SLA performance across teams
Scenario
Your case managers oversee multiple HR teams and need a simple way to identify cases that are approaching or have exceeded their service targets.
This example shows how to use shared views and service-level metrics to help managers prioritize work and monitor team performance.
Recommended configuration
| Area | Recommendation |
| Teams | Create separate teams for each HR service, such as HR General, Payroll, and Benefits. |
| SLA policies | Configure service targets for each priority level so every case has clear response and resolution expectations. |
| Notifications | Enable manager notifications for cases that are approaching or have breached SLA targets. |
| Shared view | Create a shared view that displays cases with an SLA status of At risk or Breached. |
| View permissions | Share the view with the relevant management teams or the entire organization, depending on your reporting needs. |
Why this works
Managers don't need to monitor every active case. Instead, they can focus on the small number of cases that require immediate attention.
A shared view surfaces high-priority work in one place, making it easier to identify bottlenecks, rebalance workloads, and intervene before service targets are missed.
Example shared view
Create a shared view with conditions similar to the following:
| Setting | Example |
| View name | SLA at risk |
| Conditions | SLA status is At risk or Breached |
| Additional filter | Team is My teams |
| Columns | Case, title, assignee, team, priority, and relevant SLA metrics. |
| Visibility | Specific teams or the entire organization |
Using My teams automatically filters the results for each manager, allowing the same shared view to work across multiple teams.
Example workflow
At the start of each day, a case manager opens the SLA at risk shared view.
The view highlights three cases that are approaching their resolution targets:
- A payroll case waiting for specialist approval.
- A benefits case with an overdue employee response.
- A high-priority HR policy request that hasn't received a meaningful update.
The manager reassigns one case to another agent with capacity and contacts the remaining agents to confirm their plans for resolving the other cases before their targets are breached.
By reviewing the shared view throughout the day, the manager can address potential issues before they affect employee service levels.
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