401(k) and you Pensions

Overview

• Pensions were important, but as ,,,,

Use Case 1.2   HR Customer Self-Service – Open/Modify/Close case

Main form of contact: Ask HR Link

USER: Geoff Hill  (Trent)

• Start from Employee Profile (contextual help)
• Employee asks a travel policy question of “How does my FRIEND get free travel?”
• Information is still specific for a Customer Service Manager, but a KM answer is NOT found.
• Employee is offered option to open case.
• Employee opens case
• Case is sent to Advisor where there is a list of open cases in his/her work queue.
• Advisor opens the case and searches KM tool for “How to use a BUDDY pass” which is different from the employee request typed in previously
• List of possible answers comes up from KM system
• Advisor chooses “Buddy Pass FAQ” answer from KM.
• Advisor responses to employee with an answer from KM of “Add Portal Post” with instructions on how to add.
• Employee Reads the response and closes case.   Case is stored in history.

Feature

This feature does ...