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Administrator Guide
Last Updated: 2024-09-20
Steps: Set Up Case Management

Steps: Set Up Case Management

Set up People Experience.
Security:
Set Up: Help Case Management
 domain in the Help functional area.
You might need to take additional steps to enable this feature based on your organization's subscription service agreement. Your organization is either on the Main Service Agreement (MSA) or the Universal Main Service Agreement (UMSA). To determine your organization's subscription service agreement:
  1. Select your profile avatar on Workday Community.
  2. Select
    Profile
    .
  3. On your profile page, select your organization's name, which is beneath your name and next to your job title.
  4. View your
    Subscription Service Agreement
     value.
If the value is:
  • UMSA
    , the feature is automatically available. You can skip the
    Enable Innovation Services Feature and AI Data Contributions for MSA Customers
     step. For more information on Machine Learning data contributions, see Concept: Workday AI for Universal Main Subscription Agreement Customers.
  • MSA
    , you must enable this feature through Innovation Services using the
    Enable Innovation Services Feature and AI Data Contributions for MSA Customers
    step.
Note: UMSA customers don't have Innovation Services tasks and reports in their tenants as these are for MSA customers only. UMSA customers can ignore all information regarding Innovation Services.
Case management enables you to create rules for case categories that route workers' cases to the correct service team. You can also create eligibility rules to specify which workers can create which types of cases. Members of the service team can assign the cases to themselves or to another appropriate case solver.
  1. 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.
    On the
    Innovation Services Opt-In
     task, select the
    Help
     service on the
    Available Services
     tab in the
    People Experience
     category.
  2. Enable the Help functional area.
    See Steps: Enable Functional Areas and Security Policies.
  3. Access the
    Manage Service Categories
     report.
    Create case categories and related case types to organize your cases. Example: Create a Benefits case category with Pensions, Health Insurance, and Gym Membership case types.
    As you complete the task consider:
    Option Description
    Confidential
    Select to route confidential cases only to teams that have confidentiality permission.
    Is External Case Type
    Select to specify an external redirection link for cases of that type.
  4. (Optional) Access the
    Create Case Type Eligibility Rule
     task.
    Define eligibility rules for case creation. Example: Only full-time employees can create cases with the case type Employee Relations.
  5. Create a questionnaire for the applicable case types.
    As you complete the task, consider:
    Option Description
    Questionnaire Types
    Select
    Case
    .
    (Optional) Questionnaire Instructions
    Enter text to alert users that some information might be personal or sensitive.
  6. Access the
    Create Service Team
     task.
    Create service teams to organize case solvers.
    Select the
    Allow Confidential Cases
     check box to specify that a team can handle cases whose type is confidential.
  7. Set Up Assignable Roles.
    As you complete the task, consider:
    Option Description
    Enabled for
    Select
    Service Team
    .
    Assigned/Reviewed by Security Groups
    Select
    Security Administrator
    .
  8. Access the
    View Service Team
     report.
    From the related actions menu of your service team, select
    Roles
    Assign Roles
     to assign case solvers.
  9. Replace
    Case
     with the preferred term in your organization.
  10. (Optional) Access the
    Maintain Case Management Flags
     task.
    Create flags that case creators can apply to cases. A flag name can't exceed 40 characters. You can't delete flags, but you can make them inactive. You can have a maximum of 20 active flags at a time. Examples: Low Priority, Critical.
  11. (Optional) Access the
    Maintain Case Suggestions
     task.
    Provide links that workers can use to find answers for their questions. You can link to:
    • Help articles.
    • External web pages.
    • Workday Learning content.
    • Workday tasks.
  12. Access the
    Create Case Routing Rule
     task.
    Create rules to route cases to teams based on case parameters. Examples: location, type, category, source, and description.
  13. Access the
    Maintain Case Routing
     task.
    Apply the routing rules. Workday routes unassigned cases to the default service team.
    You can use the
    Evaluate Case Routing Rules
     task to test complex rules and determine that they route cases as expected.
  15. (Optional) Access the
    Maintain Case Statuses
     task.
    Use the default case statuses to organize your workflow. Examples: New, In Progress, On Hold, Canceled, and Resolved. You can provide overrides for any or all of them.
    Select the
    On Hold pauses SLAs
     check box to specify that on-hold cases are temporarily exempt from SLAs.
    You can also add, remove, or deactivate case substatuses related to case statuses. You can have a maximum of 10 active substatuses. Examples:
    In Progress
    Triaging
     or
    On Hold
    Assignee on vacation
    .
  16. (Optional) Access the
    Maintain Case Label Categories
     task.
    Create, remove, or deactivate case label categories. You can have a maximum of 100 active label categories at a time. Examples: Needs Approval, Resolutions.
  17. (Optional) Access the
    Maintain Case Labels
     task.
    Create, remove, or deactivate case labels. You can't remove labels that you've already applied to cases but you can make them inactive. Examples: Information Needed, Duplicate.
  18. (Optional) Access the
    Manage Help Case SLAs
     task.
    Define metrics for case solvers to respond to or resolve their cases. Example: You can define a metric that states that all case solvers must resolve their case within 2 hours of its creation.
    Clear the
    Active
     check box for a service team to exempt it from an SLA.
  19. (Optional) Access the
    Manage Help Case SLAs
     task to define an SLA schedule for a given SLA metric.
    Use SLA schedule to define service team operational hours for a given SLA metric. You can define metrics that take into account time zones and nonworking hours, such as weekends and holidays. Workday calculates the SLA time target based on the schedule, providing greater accuracy when tracking SLAs.
  20. (Optional) Access the
    Manage Help Case Message Templates
     task.
    Create and manage message templates that enable case solvers to reply quickly to cases with predefined messages. Example: You can create a template that contains instructions for submitting an expense report.
    You can include text, report fields that dynamically populate data, articles or tasks, and file attachments to message templates. You can also assign templates to service teams, enabling only the designated teams to access and use the specified templates.
  21. Create case satisfactions surveys to send to employees when a case solver closes their case.
  22. (Optional) Set up a business process step to create cases.
  23. (Optional) Access the
    Manage Help Case Information
     task.
    Change the default employee information that displays in the Help workspace. You can specify up to 15 fields that apply globally or to specific teams.
  25. (Optional) Set up email case creation.
  26. (Optional) Set up email case communication.
  27. (Optional) Add cards to the Home page.
    Add cards to give employees brief updates on their Help cases and enable easy access to them. Single Case cards display the current status of a case and provide access to the full case view. Multiple Cases cards display when an employee has more than 2 active cases. They provide access to the My Cases report.
  28. Access the
    Edit Tenant Setup - Help
     task.
    Manage tenant-wide settings for Workday Help.
    As you complete the task, consider:
    Option
    Description
    Notification Display Details
    Specify whether you want to display limited or complete details in the case notifications.
    Access
    Decide whether case solvers can access all cases or only cases assigned to their service teams.
    Enable Case Linking
    Specify whether case solvers can link cases together.
    Custom Text
    Specify custom text to display for users on the
    Create Case
     task when creating a case.
    Article
    Specify a Knowledge article to display for users on the
    Create Case
     task when creating a case.
    Enable Case Owners to Reopen Cases
    Enable case owners to reopen cases resolved from less than 7 days from the Help Center. With this option enabled, case owners still can't reopen cases resolved for more than 7 days. This option doesn't apply to external case owners.
Workers can create cases that route to the configured service teams. Administrators can also create new case types. Case solvers can create cases on a worker's behalf.
Use the
Maintain Dashboards
 report to add the Help:
  • Worklet.
  • Workspace.
  • Dashboard.