Skip to main content
Documentation
Documentation
Administrator Guide
Last Updated: 2025-03-14
Concept: Workday Help

Concept: Workday Help

Workday Help includes the Case Management and Knowledge Management features.
Case Management enables employees to get help by creating cases in the Workday Help Center. Case solvers can triage, manage, and resolve cases in the Help Case Workspace. Knowledge Management enables you to create custom internal articles that employees can find and access using Workday Search on the home page.
Feature
Description
Case Management
Create and manage service teams to handle HR inquiries, eliminating the need to maintain a separate help ticket application.
You can create:
  • Routing rules for case categories that send workers' cases to the correct service team.
  • Eligibility rules to specify which workers can create which types of cases.
Members of a service team can assign the cases to themselves or to another appropriate case solver.
Knowledge Management
You can create custom articles that contain company-specific information and then display those articles to target audiences through search functionality, such as Workday Assistant.
Service Center Representatives and Students can access and view articles in the Help Center, but cannot access or create cases.