Brook Preloader

Help: Workday’s Solution for HR Support

Help: Workday’s Solution for HR Support

Workday Help* is the perfect partner to assist your HR Team in supporting Workday.

We all know the hassle of working in multiple systems. Help provides a seamless experience of supporting a customer in a support case with on-screen details like location and pay group with one-clicks to their worker profile and management chain.

Benefits

  • Empowers workers to support themselves. With how search-driven Workday is, each time your workers are obtaining results for knowledge articles and don’t need to reach out for help, everyone wins. And when self-service succeeds, they’ll keep coming back and promoting it to their peers.
  • Simple UI for case solvers to interact with the worker on the case or bring in other service team members for a collaborative case.
  • SLA functionality to ensure that support cases are processed in a timely manner.
  • The flexibility of Workday rules for case routing, case eligibility, and article audiences ensures applicable content for workers and efficient support. Maintaining the rules as requirements dynamically change over time allows you to adapt efficiently.
  • Real-time data in the delivered reports and dashboards will get your HR support leadership the information they need for informed organizational decisions.

Key Decisions

  • What will your support model be? (i.e. tier-based, regional, centralized, etc.)
  • How much visibility will service teams have to cases outside of their service team? Options are just their service team’s cases, any case that is not confidential, or all cases.
  • Which request types should go through Workday Help and which will employees go elsewhere for (i.e. IT support)?
  • What are the KPIs? This will drive reporting requirements which will inform configuration.

Areas for improvement & Suggested Workarounds

  • Workers can reply to a case after it is resolved but the case solver team is not notified. To mitigate this, create a custom report for resolved cases and filter for the date/time of the most recent case action and the case action is employee reply. Then, create a configured daily alert to notify the case administrator of the possible need to reopen the case.
  • If you decide to send a feedback questionnaire as part of the Resolve Case business process, you have two options related to reporting (unless you have Prism) depending on who needs access to the data and if you need to bring in case data:
    • Option 1: report from the action event and include the questionnaire answers business object. This option cannot display case details since we are coming from the business process transactions data source instead of the case data source. Please also consider who needs this data since they’ll need access to the Questionnaire Results domain.
    • Option 2: report from the cases data source and within the case history business object, there is an action line item for business process questionnaire. There is a text string of the questionnaire results that can be divided up with substring text calculated fields. This will require some testing to get it right and considerations for maintenance in the future. This isn’t a good option if there are more than a couple of questions in the questionnaire.
  • Service Teams are not notified when cases enter their queue. To assist with adoption if service team members are not used to being in Workday frequently, create a custom report with a configured alert to notify the teams of a new, unassigned case. If the desire is to send this out more frequently than daily, follow the solution below:
    • Begin by creating a custom report under the Integration System data source that generates 1 row of data (ex: EIB = assign roles). Create an EIB and tie to your custom report, then schedule the EIB on your desired cadence (i.e., hourly).
    • Now, create your custom report identifying unassigned cases with prompts for service team and starting and ending last case action time. Configure the first alert by:
      • choosing ‘dependent’ for the run schedule;
      • select the service team in the prompt and enter that service team’s role-based security group in the recipient field;
      • enter the prompt times based on your desired cadence (starting: calculated field for current moment minus 1 hour and 3 minutes to account for runtime of the scheduled integration; ending: current moment);
      • write an introductory message, including case field and any other desired fields with line breaks;
      • select the integration within the dependency field on the schedule tab and choose the 3 ‘completed’ trigger statuses;
      • Copy configured alert for each service team (adjust service team and recipient prompt) and ensure to copy for any new service teams created over time.

Miscellaneous topics & tips

  • Consider expanding your footprint into other areas of user experience, if not enabled already, like Workday Assistant and Workday Everywhere (Workday for Slack or Workday for Microsoft Teams) as part of this implementation.
    • Workday Assistant is just four domains and deciding what you’ll disable based on your Workday footprint within ‘Edit Tenant Setup – Assistant’ to fully configure.
      • Note: if you want to allow the initiation of Change Job via Assistant, ensure to provide REST initiating access on the Change Job business process security policy.
    • Workday Everywhere is enabling the functional area and configuring four domains with setup on the Slack or Microsoft Teams side to complete.
  • Recommend only using case flags and case labels if there are specific scenarios to assist your service teams in organizing themselves to solve cases. The caveat to using these specifically for reporting and analytics is that you cannot require values before a case is resolved.
  • If you’d like your service teams to be able to share cases for awareness or case collaboration with individuals outside of the case management security, you can leverage the Workday-delivered security group Case Sharing. Place this on the Help Case Messages domain (and optionally the Help Case Internal Notes) to enable.
  • Leverage Mass Operation Management (MOM) to reassign incomplete feedback questionnaire steps from the resolve case BP to an administrator to ‘skip’ them to ensure to keep a clean tenant.
    • If MOM is not configured yet, you can set this up by creating a segment-based security group on the Mass Operation Management domain and selecting the reassign segment.
  • You can grant segment access for HR groups to maintain their own knowledge articles. Create segment-based security group(s) with access to one or more article categories on the Manage: Articles domain.
    • Example: Benefits Partner Segment-Based with access to the Benefits article category.
  • There is a setting to pause SLAs within Maintain Case Statuses on a case status of “on hold”, but they cannot pause for weekends. Consider this if your SLAs will be used for performance or success metrics and your service teams do not have “follow the sun” coverage.
  • Add the Help worklet, Help Workspace, and Help Dashboard to the Home dashboard for easy access.
    • Configure the Help Dashboard with the standard reports and add or link to any custom reports that are created.

Thank you for reading and make sure to vote on brainstorms to continue to help Workday prioritize enhancements in this space as more customers adopt the product.

*This is a separate SKU, please reach out to your Workday sales representative for purchasing details.

Author

  • Ali has 3 years of experience in the Workday ecosystem, starting on the client side and then joining Kognitiv in June 2021. She has expertise in Core HCM, People Experience, Recruiting, Talent/Performance, and Advanced Compensation, along with reporting and security skills. Ali enjoys working throughout the lifecycle of a worker, from source as a candidate through their talent and development needs and beyond, ensuring data integrity and process effectiveness.