By centralizing case tracking, categorization, and resolution, Workday Case Management empowers HR teams to handle cases with consistency and transparency, improving response times and enhancing the employee experience. This article explores how Workday Case Management supports efficient HR operations and fosters a positive work environment through effective issue resolution.

Empowering Efficient Case Management with Workday

Workday Case Management is a powerful tool that enables organizations to efficiently manage employee inquiries and resolve HR-related issues in a streamlined, organized way. With automated workflows, customizable templates, and real-time reporting, Workday Case Management allows HR professionals to address employee needs while maintaining compliance and tracking key trends.

By providing a personalized self-service experience for employees, Workday’s Case Management solution streamlines access to critical case information, tasks, and support resources and improves overall workload management. This way, companies can avoid unnecessary issues with system navigation, limit wait times associated with traditional ticketing queues, and improve overall efficiency.

Key Capabilities

Simplified Q&A functionality

The Help Center provides real-time access to cases, knowledge articles, and other relevant topics to empower users to find the answers to urgent questions without requiring a support ticket.

Built-in natural language processing also allows the Workday system to understand the questions users are asking and provide the answers they need.

Real-time support

Through built-in integrations with critical communication channels like email, SMS messaging, Slack, and Microsoft Teams, Workday empowers employees to find the right HR help resources in the office and on the go.

Quicker case resolution

By providing a complete case history and contextual employee data, case managers can quickly understand the problem and deliver the right HR services to resolve the issue.

Built-in Workday Help features make it easier for service teams to open, manage, and resolve cases and improve overall HR service delivery across business units. Companies can also grant segment access for specific HR groups to maintain their own knowledge articles and streamline case management.

Improved case security

In Workday, security levels are configured for specific individuals or user groups. This gives employees access to confidential information in HR cases only if it is relevant to their role or team, ensuring the security and confidentiality of critical case data.

AI and machine learning tools

Workday’s integrated artificial intelligence and machine learning capabilities empower users to generate and translate help articles and access questions and answers from a relevant knowledge base.

Users can also leverage the automated Workday Assistant tools to complete daily activities, like requesting time off or overseeing time tracking data.

Personalized employee experience

Each time an employee opens a case in the Workday Human Capital Management landscape, they are provided access to the tools and support resources required to create a new case at the point of need.

By empowering mobile case functionality for creating and managing cases directly through knowledge articles, desktop devices, or mobile devices, Workday Case Management makes it easier to track case progress, improve collaboration between case solvers, and streamline business process efficiency.

How Can We Help?

Whether you need help assessing your current Workday HCM setup to identify key improvement areas, additional support navigating custom reports within your existing Workday landscape, or an extra hand facilitating better collaboration across your HR team, Surety Systems is here to help.

Our senior-level Workday consultants have the knowledge, skills, and experience to understand your critical project needs and empower your internal team to drive continued growth and improvement.

Contact Us

For more information about our Workday consulting services or to get started on a project with our team of expert consultants, contact us today.