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:

  • Initiate Onboarding
  • Initiate Offboarding
  • Start Transfer

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