As the ongoing growth of remote work continues, many organizations are looking for new ways to support and engage employees no matter where they’re working…

Workday is helping these companies cultivate a successful workforce where remote workers can be just as productive and engaged as their in-office peers, helping businesses leave old-fashioned ideas in the garbage.

Specifically, Workday Help is a human resources (HR) service delivery application that provides more intuitive case management for employees. This article dives deeper into this new product, some of its key features, how it can benefit businesses changing the future of work, and where our team of Workday consultants can come in to help.

Let’s take a closer look!

What is Workday Help?

Workday Help is one of three Workday add-on modules available that are designed to improve the employee experience and HR service delivery. It uses machine learning technology to drive case management for employees working in or outside the office. It includes a personalized knowledge base and case management tools, all within the Workday platform. 

Here’s how it works: Imagine an employee has an HR question. Without something like Workday Help, they’d have to reach out to someone in HR and then wait for that person to respond. This costs both the question-asker and the question-answerer valuable time and energy, especially if the answer is something quite simple. But with Workday Help, an employee can type in some information into a simple search, which will return articles, guides, and videos to help troubleshoot the problem. 

And if the question turns out to be a bit more complex and requires additional assistance, not to worry. Workday also makes it easy for them to open a case without leaving the system. Building cases, viewing case history, and even tracking each case’s progress are made simple with the help of Workday. Pair that with saving your managers and employees time and empowering them through a hands-on approach, and you’ve got a system that’s sure to make a difference in your workforce.

Features of Workday Help

Workday Help comprises two main features: Knowledge and Case Management. Let’s take a closer look at each one:

Workday Knowledge Management

The knowledge management feature within Workday Help allows you to create, organize, and maintain your library of handy HR knowledge. This information can be developed and updated in real-time with videos, hyperlinks, and more. 

So when your employee has an HR issue or question, they can search the library for the latest content, articles, links, or videos to help them without needing to submit a case, empowering employees to get the answers they need when they need them. 

Self-Service Capabilities

To reduce the need for individual case creation, the Workday Help module makes answering a question and gaining insight a little easier through tutorial videos, articles, and other content intended to build employee knowledge bases. With the self-service capabilities built into the Workday system, employees have all the information they could need right where they need it, whenever they need it.

Real-Time Information Updates

Workday allows employees access to real-time information whenever they need it, and the solution is also available on any device to enhance your employee experience even more. Accessing critical information anywhere, anytime makes your day-to-day life easier and helps save you time in the long run by preventing unnecessary case creation and retracing of steps along the way.

Workday Case Management 

When employees need one-to-one assistance, case management comes in. Both employees and case solvers have access to case history information, which helps resolve issues faster. Employees have the ability to create cases from any device and even directly through knowledge articles. Employees can track case progress and communicate with case solvers throughout the process. 

The case management feature also helps with human capital management and HR productivity. Case solvers have the ability to view contextual information like attachments, employee information, case history, and notes from other HR staff, and communicate with the employee, all in one platform. To protect sensitive information and help meet compliance standards, Workday Help allows you to set viewing permissions to ensure that information that should remain confidential stays that way. 

More Productive Systems

Workday Help increases system productivity through two main groups: 1) case solvers and 2) service teams. On the one hand, case solver productivity is increased with the ability to view employee data, case notes, and history and reply to specific employee questions or concerns directly through one unified system. On the other hand, HR service teams can benefit from the Workday Help module by generating automatic feedback and surveys about their case management experience to better the outcomes for future cases.

Increased Case Security

Workday Human Capital Management and HR systems often deal with confidential employee information, such as hiring information, personal documents, and details about compensation and benefits. Keeping this information safe is essential, especially when dealing with cases where confidential information is concerned. Workday Help prioritizes case security by giving access and viewership permissions only to certain employees.

Better Overall Employee Experience

Once employees open a case in Workday, their experience doesn’t stop there. They can track their case progress and stay in touch with case solvers at every step, ensuring all their questions are answered. Staying involved in the case process throughout each step helps employees feel more supported by the system, leading to a more positive experience. Sounds like a good deal, right?

Benefits of Workday Help

Now, on to what everyone wants to know: How will the Workday Help module make my work life easier? Here are some of the biggest benefits you can expect to enjoy when using this module:

  • Support your employees with HR information and help whenever and wherever they need 
  • Increase HR efficiency and productivity with a single platform
  • Reduce your need for individual case creation with self-service capabilities
  • Ensure security and meet compliance standards 
  • Give HR teams and employees visibility into case history and employee data
  • Comprehensive content management in one system with a single source of truth
  • Seamless integration with collaboration tools like Microsoft Teams and Slack

Getting Started with the Workday Help Module

If you’re ready to transform your HR services and support a new way of work through Workday HCM solutions, Workday Help is your tool. And getting started is easy when you partner with the experts at Surety Systems.

Our senior-level Workday consulting team offers implementation services, support, training, and optimization to help you better utilize your solutions. We design our services around your organization’s unique needs so that you get a customized plan to help you reach your business goals faster.

Contact us today to get started!