Setup Considerations: Case Management
You can use this topic to help make decisions when planning your configuration and use of case management. It explains:
- Why to set it up.
- How it fits into the rest of Workday.
- Downstream impacts and cross-product interactions.
- Security requirements and business process configurations.
- Questions and limitations to consider before implementation.
Refer to detailed task instructions for full configuration details.
What It Is
Case management is the collective name for those parts of Workday Help that enable the creation, tracking, and resolution of HR cases. Employees use self-service to create cases, check their statuses, and connect with the assigned case solvers. Case solvers use a dedicated Help Workspace to manage cases throughout their lifecycle and to communicate with their creators.
Business Benefits
Case management lowers the number of active cases. It enables case deflection by including self-service resources that employees can use before creating a case. These resources include links to articles and Workday tasks.
Case management also provides an interactive workspace where case solvers can collaborate and reply to employees on their queries to resolve cases. This increased workflow efficiency means they can resolve cases more quickly.
Use Cases
You can use case management to enable employees, case solvers, case collaborators, and managers to perform tasks specific to their business needs and assigned role.
Employees can:
- Access suggested resources before creating a case, such as articles and Workday tasks.
- Create cases about general HR queries, such as enrolling family members on their health plan.
- View and update cases they created.
Case solvers can:
- View, manage, and update cases.
- Create a case about an employee to investigate a salary overpayment, where the employee won't get notifications about the case created on their behalf.
- Collaborate and link cases with related information together.
- Manage their workflow by using case status, flags, and labels to filter their case lists.
- Add Workday links and other attachments to case replies, such as an article about gym reimbursements to help an employee create an expense report.
Collaborators can:
- Work with Help service teams on nonconfidential cases to speed up case resolution.
- Run reports to view the details and messages or notes associated with a case that a case solver shared with them.
HR Service Managers can optimize their reporting activities by running custom and standard reports in the Help Dashboard.
HR Administrators can:
- Configure worker access to the Help functional area and its domains.
- Configure case message templates.
- Configure case notifications, case sharing, and case replies.
- Configure case confidentiality levels, case types, service categories, and case solver visibility at the tenant level.
- Configure case satisfaction surveys to send to employees after a case solver closes their case.
- Configure worker access to the Help functional area and its domains.
- Create HR teams that deal with issues of specific types, such as a Sensitive Issues team to deal with disciplinary cases.
Questions to Consider
Questions | Considerations |
|---|---|
How do you want your employees to create cases? | You can enable employees to create cases using these desktop or mobile applications:
You can also enable employees to create cases by email. You can configure a Service step in a business process to create cases for employees automatically. |
How do you want to structure case management? | You can create service teams for specific areas. You can then configure routing rules that assign cases to the relevant team. Example: The benefits service team deals with cases related to health insurance.
You can define which case types are confidential and route them to specific service teams. |
Do you want to commit to time limits for case resolution? | You can create SLA metrics by service team. You can also reassign cases to a service team with a different SLA metric. When you reassign cases, Workday doesn't restart the SLA calculation, which is based on the case creation time.
You can also use SLA schedules to define when an SLA timer runs based on the operational hours of a service team. When you configure an SLA schedule for an SLA metric, Workday calculates the time remaining for the SLA based on that schedule. |
Do you need to migrate cases from an existing HR system? | Implementers can bulk migrate cases from an existing HR system to Workday Help. Case management preserves existing notes and comments on migrated cases but doesn't preserve custom tags. Implementers can only migrate active cases into Workday. |
Do you want to enable case owners to reopen closed cases? | By default, case owners can't reopen cases. You can enable a setting that enables case owners to reopen cases resolved for less than 7 days from the Help Center. With this setting enabled, case owners can't reopen cases resolved for more than 7 days. Workday treats cases resolved for more than 7 days as closed. External case owners still can't reopen cases with this setting enabled. |
Recommendations
- Decide on your service delivery model before adopting Case Management to ensure a smooth transition.
- Perform an external services audit to establish which cases should go through Case Management and which cases should go to external third-party providers. Example: Define external links to route IT cases to your external service providers.
- Configure routing rules to ensure that cases with unassigned rules go to a default service team. You can use the Evaluate Case Routing task to test more complex rules and confirm they work as expected.
- Create eligibility rules and questionnaires before creating case types.
- Provide domain access for workers outside of the Help service team. They'll be able to add messages or internal notes to a case that a case solver shared with them.
- Consult your internal HR teams to identify which resources are the most useful in helping employees find an answer to their most common questions before creating a case.
- Configure case message templates that enable case solvers to reply quickly to cases with predefined messages. You can include text, report fields that dynamically populate data, articles or tasks, and file attachments in each template.
- Configure case suggestions to provide employees with the most useful self-serve options.
- Configure constrained security for case creation to streamline the users and organizations that managers can create cases for.
- Add custom text and a Knowledge article to theCreate Casetask. This provides additional instructions and context to employees when they create a new case.
- Create case validations that require case solvers to complete designated fields before resolving a case. Case validations ensure that case solvers enter the necessary information to resolve a case.
- Configure case satisfaction surveys to collect feedback from your employees. When configured, Workday automatically sends a case satisfaction survey after a case solver closes an employee's case. Employees can answer the survey in My Tasks and on the case view.
Requirements
You might need to take additional steps to enable this feature depending on your organization's subscription service agreement. For more information, see this Community article.
Limitations
- You can assign cases to only 1 case solver at a time.
- Service Center Representatives can't access case management.
- External case owners can't reopen cases resolved for more than 7 days.
Tenant Setup
You can use the
Edit Tenant Setup - Help
task to:
- Specify case IDs.
- Create the default message that displays on confidential case creation.
- Specify whether case notifications include potentially sensitive information.
- Enable or disable case visibility and sharing for case solvers.
- Enable a high level or more granular view of case types during case creation.
- Enable employees and external users who don't have access to Workday to create cases by email.
- Enable employees and external users who don't have access to Workday to communicate with case solvers by email.
- Enable case linking for case solvers.
- Enable external record linking.
- Enable case follow-up dates for case solvers.
- Specify a default external case contact for cases created by a business process.
- Specify additional text and a Help article to display on theCreate Casetask.
- Enable case owners to reopen cases resolved for less than 7 days from the Help Center.
You can use the
Edit Tenant Setup - System
task to configure your Workday Help mobile application. Example: Enable the importing or sharing of attachments with external sources.You can use the
Manage Help Case Information
task to configure the right hand panel of the case solver case view to display contextual information in Workday. See Set Up Help Case Information.Security
Domains | Considerations |
|---|---|
Help Case Data
Help Case Messages (Subdomain of the Help Case Data domain)Help Case Internal Notes (Subdomain of the Help Case Data domain) | Case solvers with access to this domain can view cases in the Help Workspace and in reports. They can also view and add case replies or internal notes in the workspace. |
Manage: Case Create About
| Case solvers can create cases about others without notifying them. |
Manage: Case Create on Behalf Of
| Case solvers can create cases on behalf of others. |
Process: Help Cases
| Case solvers can:
|
Help Case External Contacts (Subdomain of the Process: Help Cases domain.) | Case solvers can:
|
Reports: Help Case Management
| Case solvers can view noncase-related Help reports. |
Self-Service: Help Case Management
| Employees can create and view their own cases. |
Set Up: Help Case Management
| Administrators can configure Help to fit your business needs. |
View: Confidential Help Cases
| Case solvers can view and process confidential Help cases. |
Business Process Administration Manage: Business Process Definitions | Administrators can:
|
Set Up: Custom Validations
| Administrators can case validations that require case owners to complete specific fields before resolving a case. |
Business Processes
Use the
Resolve Case
business process to define the case approval process.Reporting
You can access the
Workday Standard Reports
report to view all reports for Case Management.
Reports | Considerations |
|---|---|
Case History
Case History by Person - Detailed Report | View all activity for a specific case. |
Evaluate Help Case Management Configuration
| Establish whether a worker can create cases or not. |
Help SLA Passed vs Failed Help SLA Performance - Cases Opened Within The Last Month | Measure adherence to SLAs. |
View Case
| View case details for a specific case. |
View Cases for Worker
| View all cases created by a specific employee. |
View Case Type Eligibility Rule View Case Routing Rule | View the rules Workday uses to categorize and assign cases. |
View My Cases
| View case details for cases that you created. |
View Open Cases By Category
View Open Cases By Status and Service Team View Open Cases by Case Type | View open cases. |
View Shared Case
| View case details and messages or notes for cases that a case solver shared with you. |
View SLA Schedule
| View SLA schedule details for SLA schedules that you created. |
Integrations
You can use the Create Case REST APIs in the Help Case REST service to enable your applications and integrations to access Help features and data in Workday.
Connections and Touchpoints
Case Management interacts with these features in Workday:
Features | Considerations |
|---|---|
Workday Assistant | You must enable Workday Help case creation in the Edit Tenant Setup – Assistant task to access Help features through Workday Assistant. |
Workday for Slack | We recommend that you enable case reply notifications for the Help functional area in the Set Up Notifications for Workday Everywhere task. |
Workday for Microsoft Teams | We recommend that you enable case reply notifications for the Help functional area in the Set Up Notifications for Workday Everywhere task. |
Workday offers a Touchpoints Kit with resources to help you understand configuration relationships in your tenant. Learn more about the Workday Touchpoints Kit on Workday Community.