Zoho HR Case Management
Resolve employee questions with ease
Give employees the power to reach out to your HR department directly. Zoho People will help you sort and organize questions, track their status, and reply promptly from a central location that comes equipped with an easily accessible knowledge base.
Deliver the best HR service experience with Zoho People
Streamline employee case management
Categories to sort questions
Create categories and sub-categories based on your requirements. Is it relevant for a particular geographical region? Then just tag that location. This way, employees will be able to ask questions under the right category.
The HR document vault
Provide employees access to detailed FAQs and policies so that simple questions stay simple. A quick search will list all the FAQs on that particular topic.
Category experts to resolve issues
Assign agents—an individual or a group—to each category so that questions are routed to right people. Seamlessly provide agents with access to requested information and other documents to resolve issues.
SLAs to track issues
SLAs let employees track the progress of each case and guide them with actions when a case is not resolved. Define SLAs for every category, set the levels of escalation, and create reminders for what actions still need to be completed.
Ask and resolve questions on the go
Employees can ask their questions from the web or their mobile device. Agents can address issues on the go, update on case progress, and communicate through comments, making interaction easy and accountable.
Tasks for additional help
Complex requests call for a helping hand. Agents can check requests and assign tasks in case there are additional requirements.
Ask for feedback
The best way to improve is by asking for comments. Ask your employees for feedback about the experience they had, paving the way for better service delivery.
Stay on top of your cases
Get insights into escalations, closed and pending requests, and the quality of resolutions. Identify commonly asked questions and take actions to improve your processes or documentation. Measure and analyze cases to provide a top-notch experience.
