Hi ,
I am looking to understand how you are handling general employee queries when HRSD is not implemented.
For example, an employee may have questions such as:
- What is the leave policy?
- How many leaves do I have?
- Questions related to attendance, holidays, internal policies, etc.
Ideally, some of these questions could be answered through Knowledge, Search or Virtual Agent. However, there could be situations where:
- Virtual Agent is not configured or is unable to provide an answer
- Search does not return the required information
- The relevant Knowledge Article is missing, outdated or does not have sufficient information
The employee simply needs assistance from a support team
In such situations, what fallback mechanism are you providing to the end user, especially if the customer does not have HRSD?
Are you:
- Allowing the employee to create an Incident and routing it to the appropriate support group?
- Providing a Catalog Item/Request such as "Ask a Question" or "Contact Support"?
- Using a Record Producer to create some other type of record?
- Following a different approach?
I understand that an Incident may not semantically be the best fit for something like “What is the leave policy?”, since there is no IT service interruption. However, for organizations that only have ITSM, I’m interested in understanding what is commonly implemented as the fallback when self-service cannot resolve the employee’s query.
