Often referred to as an HR Helpdesk, HR Case Management helps HR teams and HR Service Centers efficiently manage employee inquiries and requests. It improves HR Service Delivery through workflow automation, enhanced case tracking and reporting, and personalized dashboards that provide greater visibility into HR operations.
The HR Home Console or Dashboard provides the HR team with full visibility on their workload. Case data is segregated based on the HR profile and/ or Case lifecycle stage, ensuring employee data security is fully maintained. HR team members and team leaders can monitor Service Level Agreements, Priorities and Urgency of employee questions and take immediate action.
When an employee contacts HR with a question, the HR team member will either update an existing case or create a new case. The Dovetail Case creation screen will show the HR team member if an existing case exists automatically. The HR team member will also have instant knowledge results, and full visibility of the employee's HCM core data.
Automatic knowledge searches are performed whenever an HR team member works a case. When manual searches are needed, Dovetail HR Search provides fast access to existing cases, knowledge articles, attachments, and XpertHR content, delivering instant access to valuable internal and external knowledge.
Dovetail HR enables HR teams to monitor, track, and resolve cases efficiently throughout the case lifecycle. Cases can be escalated manually or through automated workflows, while employees and HR teams stay informed through automatically generated emails and notifications.
Collaboration made easy. Enhance employee communications with a fully integrated email client supporting images, tables, links, bullets, and more. Emails and attachments are automatically added to cases, while phone call interactions are logged directly against the case, eliminating lost notes and disconnected conversations.
HR teams often find themselves answering the same questions repeatedly. With Dovetail HR Templates, HR team members have fast access to preconfigured emails and notes, helping reduce manual effort while delivering faster, more consistent responses to employees across the organization.
One of Dovetail’s strengths is its full audit trail capability. Every case interaction is logged, including who made the change, when it occurred, and the previous and updated values.
This gives HR teams a clear chronological record to support investigations, dispute resolution, and process improvement.
Imagine managing HR cases with no clear priorities. Which do you handle first?
With Dovetail HR, workflow-driven SLAs automatically prioritize cases on the HR Home Console based on your KPIs and service metrics, helping teams maximize SLA performance.
A key benefit cited by our customers is HR process automation. Dovetail Workflow Automation streamlines HR Service Delivery to improve efficiency and the employee experience.
From automated case notifications to complex parallel workflows, processes can be configured to reduce manual effort.
Access key employee HR data on a single screen while working cases, reducing the need to search across multiple HR systems and screens. Customers reported using an average of five different HCM screens to build the same employee view. Data visibility is controlled based on the HR team member’s profile and the employee being viewed.
