Cases

 Cases:

With Human Resource professionals moving towards a radical way of human resource management, it is important to have a tool that aids in efficient query management. Cases functions like a help desk so employees can easily raise queries across various categories to the HR Team.

Glossary

Categories: Categories are the divisions under which you can raise queries. The 'General Queries' category is available by default. You can also add more categories based on your organizational needs.

Location: This denotes the locations out of which your organization operates.

Query: Query refers to the question you raise to the HR. Once raised, a query becomes a 'Request' and can be tracked.

Subcategory: Divisions within each category. For example, under the 'Travel' category, 'Domestic' and 'International' are the subcategories. 

Tasks: For each query, Tasks can be added and assigned to themselves or their subordinates

Agent: An agent can refer to an individual, group, or a department

Requestor: One who has raised a query

Case Agent: One who handles the query

A Group consists of a set of users from the same or different teams. 

FAQ: Before raising a query, you can look at the frequently asked questions in the category.

References: This refers to content related to a category such as URLs and documents which are related to a category.

Status: This denotes the status of the query raised. There are six statuses:

  • Open
  • Closed 
  • On Hold 
  • In Progress 
  • Canceled 
  • Pending 

General flow of activities in Cases

  • A case or query is raised by someone in the organization
  • An individual users/group/department under from the category picks up the case and work on it as 'Agents'
  • The Agent starts work on the case if it is assigned to an individual user. If it's assigned to a group or a department, the group/department head can assign the case to a user who belongs to the group/department or the user can pick up a case assigned to their group or department
  • The agent can add comments to discuss the case
  • Agents can add and assign tasks to themselves or their reportees. Admin can assign tasks to any user in the organization.
  • Once the case is completed, the status is changed

Adding a Category - Agents, Subcategories, References and FAQs

  1. From your home page, go to Cases > Settings > Categories > Add Category.
  2. Give a name and choose an icon to match the category. 
  3. Give a short description.

  1. Select the locations under Applicable Locations.
  2. Select the agent for this category. 
  3. Click Save.

​The new category is now in a draft mode.

Before publishing the category, the following actions can be done:

Add Agents

Tag more agents to specific locations. 

Add Subcategories  

Add subcategories and tag agents to each of them.

Add References

Add references such as documents or URLs for this category.

Add FAQs

Add frequently asked questions that are related to this category.

Once the configuration is complete, click Publish on the top right to make this category viewable to the user and allow them to raise queries.

The category, along with agents, subcategories, references, and FAQs can be edited using the edit(pencil) icon. While editing the category, a prefix can also be given. This will be displayed alongside the category name and beside any case numbers raised in that category. For example, if TR is given as a prefix for the travel category, the case number will be displayed as TR003. 

Views

The Views tab under Cases provides different views by categorizing the cases into subsets.

1. My cases: All the cases for which the user is assigned as the agent will be shown. 

 

2. Open cases: All cases with an Open or In-Progress status will be shown 

3. Watchlist: All cases in which the user has been @mentioned will be shown.

4. Unassigned: When a case isn't assigned to anyone, it will be listed as an unassigned case. 

5. All cases: The admin will be able to view all the cases listed.

 

Frequently Asked Questions (FAQs)

An employee can refer to FAQs to find existing answers to their questions. Both Admin and Agents can view, create, edit and delete FAQs, however Agents are limited to only the FAQs of their category.

Creating an FAQ

To create an FAQ,

1. Navigate to Cases > Settings > Categories

  • The Categories page will only be visible to Admin and Agents.
  • Agents will need to click More after navigating to Categories.

2. Click Add next to FAQ.

        3. Fill in the question and the response.

        4. Click Save.

Editing and Deleting FAQs

To edit an FAQ,

  1. Click on the pencil icon on the right of the FAQ
  2. Make the necessary edits
  3. Click Update

 

To delete an FAQ,

  1. Click on the delete icon at the right of the FAQ
  2. Click Confirm

Attach FAQs

When responding to a question, the Agent or the Admin can use existing FAQs to supplement their response.

To attach an existing FAQ to your response,

  1. Navigate to Cases
  2. Select the case that you are handling under All Requests, My Requests or Unassigned
  3. In the comments space, click Attach FAQ, on the top-right corner

    4. Enter the keywords you're are searching for

      5.Select the relevant FAQ and click Attach FAQ on the right

The FAQ will be attached as a link in the comments space.

 

      6. Share the FAQ with the requester by clicking Reply.

The requester can view the details by clicking on the link.

FAQs can also be created by the Agent or Admin directly from the comments space while responding to a query by using Add FAQ.

The Save and Attach option enables you to save the FAQ and also attach it as a link for the requester to click and view.

 

Reports 

The report section aids in the analyses of cases and their completion status. 

Requested vs Closed 

This generates a report that compares all open and closed cases. Data for hours, weeks and months can be selected for inclusion. Agent View and Admin View are available for all the reports.

Overall report

This report represents the status of each case in the selected category.

Escalation Report 

When a case is not completed within the set time as per the SLA, it becomes an escalated case. Escalation report shows the number of cases in escalation and the number of registered cases. 

Escalation Report can be viewed from the Admin or the Agent perspective. 

Raising a query and resolving a query

When an employee has a query and would like to use Cases to raise, these are steps they should follow: 

  1. From their home page, go to Cases > Categories.
  2. Click on a category that corresponds to the query.
  3. Type in the query Subject and Description.
  4. Upload attachments if any.
  5. Click Submit.

  • The raise query and its status can be viewed under Cases > My requests.

 

  • The assigned agent will pick up the query (under My Cases). If the case isn't assigned, they can go to Cases > View > Unassigned and pick the case. 

  • The agent can respond and chat with the requestor via comments.

  • Tasks can also be assigned when necessary by clicking Add Task.

  • When the query has been responded to, click Reply and Close.​

Un-assigning yourself from a case

If you ( Agents or Admins) are mistakenly assigned to a case or need to leave it for whatever reason, you can unassign yourself from it.

  • From your home page, go to  Cases > Views > All Cases
  • Click on the respective case
  • Click on the ellipsis icon in the right top corner
  • Select Unassigned. You will no longer be associated with the case

Canceling a request

To cancel unwanted case requests or requests raised by mistake, follow these steps.

  • From your home page, go to Cases > My Requests
  • Click on the respective case
  • Click on the ellipsis icon in the top right corner
  • Click Cancel Request. The case is now canceled. 

Notifications in Cases

These notifications can be sent out as Mail Alerts in Cases to inform, intimate or remind agents or requesters of a case.

Go to Cases > Settings > Notifications to enable or disable these notifications as per your requirement. 

There are two types of notifications available:

Agent notifications

Under agent notifications, you can select if the notification should go to the current agent or all agents (of a group or department).

User notifications 

To edit a notification, click on it and make the changes.  

Steps involved in creating a Workflow for Cases

There are four steps involved in creating workflows.

Step 1 : Give basic information.

Step 2 : Trigger Process. 
Execute based on action - workflow gets executed based on actions like create, close, reopen and category change.

Workflow gets triggered provided the criteria is satisfied.

Step 4: Action

The Action will be in the form of mail alerts. (When a Notification gets enabled, mail alerts will be enabled as well).

Click here to know more about Workflows

Share this post : FacebookTwitter

Still can't find what you're looking for?

Write to us: support@zohopeople.com