Configure HRSM Case Service Table

The Case Service table allows you to select a Case Service and define availability to customers, default shared services, escalation teams, and more.

You can define:

• Availability to customers and/or HR technicians
• Default Shared Services and Escalation Teams
• Availability to employees based on limiting factors (example: manager status, country)
• Associated templates and/or checklists

The following HR Case Services are defined by default:

To configure additional HRSM Case Services:

1. In the CSM Desktop Client, select Tools > Table Management.
2. In the Type list, select Case Service.
3. Double-click the specific Case Service.
4. Select or clear the check boxes, depending on your preferences.
5. Link the following fields to the applicable HRSM-specific elements. See HRSM Case to understand how the One-Step™ Actions handle these configurations:
   • HR Specifics Name
   • Task Template Name
   • Default Shared Services Team
   • Default Escalation Team
   • First Checklist Name
   • Second Checklist Name
   • Valid Countries