What it is (plain English)
The HR team's version of a service desk: employees ask questions and make requests (pay, benefits, leave, onboarding), HR handles them as cases with confidentiality controls, and standard processes like onboarding get automated end to end. Sits behind Employee Center.
Problems it solves
- HR buried in repetitive email questions with no tracking or SLAs.
- Onboarding/offboarding run on checklists and reminders that get missed.
- Sensitive employee data handled without proper confidentiality controls.
- No visibility into HR workload or service quality.
What must exist first
Platform Core Setup and Employee Center (the portal employees use). An HR/HCM data source (Workday, SAP SuccessFactors, etc.) is typically integrated for profile and job data.
What the customer needs to provide
- Your HR service catalog: what employees can ask for and the process behind each.
- HCM system details for integration (profiles, jobs, org structure).
- Confidentiality/security requirements for sensitive HR cases.
- Onboarding/offboarding process steps and the teams involved.
- HR team structure and who handles what.
Where it can go next
Recommended sequence (per GlideFast): start with Knowledge, Case Management, and HR Profiles; add Employee Document Management, Virtual Agent, and dashboards; then HCM integration, Employee Journey Management, and predictive intelligence. Advanced Work Assignment (AWA) routes cases; Employee Relations handles sensitive matters.