ServiceNow HRSD Telugu Series - Episode 7 | HR Case Lifecycle | ServiceNow Telugu Videos
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In ServiceNow HR Service Delivery (HRSD), the HR case lifecycle refers to the process flow of managing employee requests or issues within the HR department. Here's an overview of the key stages in an HR case lifecycle:
1. Case Creation
An HR case is initiated when an employee submits a request or issue. This can be through various channels such as the HR portal, emails, chats, or calls.
The case is automatically assigned based on assignment rules, case type, or employee information.
2. Case Assignment
The HR case is assigned to an HR agent or specialist. This assignment can be manual or automatic depending on the configuration.
The assigned agent becomes responsible for resolving the case.
3. Case Categorization
The case is categorized based on the type of request, such as:
Benefits
Payroll
Employee relations
Onboarding/offboarding
Proper categorization helps in routing the case to the right team or specialist.
4. Case Investigation
The HR agent reviews the case, gathers necessary information, and may collaborate with other departments or systems.
Documents or approvals may be required during this phase.
5. Resolution
The HR agent resolves the case by providing the necessary information, completing the required actions, or implementing the appropriate solution.
The resolution is documented in the case for future reference.
6. Employee Notification
Once the case is resolved, the employee is notified through their preferred communication channel (email, portal, etc.).
The agent may also follow up with the employee to confirm satisfaction with the resolution.
7. Case Closure
After ensuring the employee's issue is fully resolved, the HR agent closes the case.
In some cases, the case can be reopened if the employee feels the issue is not fully resolved.
8. Case Review and Reporting
HR teams can review case metrics, including time to resolution, case volume, and common issues.
These insights help in identifying areas for process improvement and ensuring compliance with HR policies.
Additional Elements in the HR Case Lifecycle:
SLA Management: Service Level Agreements (SLAs) track how quickly cases need to be resolved. Breaching SLAs can trigger escalations.
Knowledge Base: HR agents and employees can access a knowledge base for self-service or to assist in case resolution.
Escalation & Approvals: Complex cases may need escalations to senior management or involve approval workflows.
Automation: Routine tasks in case handling can be automated to improve efficiency.
HRSD streamlines this lifecycle to provide better HR services, enhance employee experience, and improve case management processes.
ServiceNow HRSD Telugu Series - Episode 7 | ServiceNow Telugu Videos | Gautham Digital Learning | Learn ServiceNow in Telugu | Telugu ServiceNow Videos | ServiceNow Telugu Tutorials | HR Service Delivery (HRSD) | ServiceNow HRSD | HR Case Creation & Configuration | Human Resources Service Delivery | HR CASE Lifecycle
