HR service catalog management
Summarize
Summary of HR service catalog management
The HR service catalog empowers employees to easily request HR services through a self-service portal like the Employee Service Center. It offers a structured catalog of HR services such as adding beneficiaries to benefits plans, requesting travel visas, or addressing paycheck discrepancies. This system enhances employee experience by streamlining access to HR support and automating case creation upon service requests.
Show less
HR service catalog categorization
The catalog is organized into employee-facing categories to simplify browsing and service discovery. Common categories include benefits, payroll, talent management, visas, and employee data management. These categories help employees find relevant HR catalog items quickly. It is important to note that this categorization is separate from the internal HR Centers of Excellence (COEs) data model.
Administrators can create, modify, and assign categories and catalog items to maintain an organized and user-friendly catalog structure. When adding new HR services for employee self-service, creating an HR catalog item automatically generates the corresponding HR service, avoiding duplication. For existing HR services, a record producer can be configured to add them as catalog items without creating duplicates.
HR catalog item configuration
HR catalog items represent the HR services available for employees to request directly. While every HR catalog item corresponds to an HR service, not all HR services have a catalog item if they are intended for internal HR agent use only. Publishing an HR catalog item to the service catalog makes it accessible for employees, and submitting a request generates an HR case for processing.
Agent Workspace support
The Agent Workspace for HR Case Management offers a highly configurable environment for HR agents, supporting all features available in the Classic HR Service Delivery Agent Workspace. This facilitates efficient management of HR service requests and catalog item configurations.
Empower employees to request HR services through the HR service catalog. The HR service catalog provides employees a catalog of HR services that they can request directly from HR, such as to add beneficiaries to a benefits plan, request a travel visa, or inquire about a discrepancy in their paycheck.
Employees can access the HR service catalog from a self-service portal such as the Employee Service Center. You can manage the setup and categorization of the HR service catalog, as well as configure the individual HR catalog items that populate it.
HR service catalog categorization
The HR service catalog is a collection of HR catalog items that employees can request directly from HR. The HR catalog items are organized into categories, which define the organizational structure for the catalog. For example, the items can be categorized by benefits, employee data management, employee relations, general, HR systems, payroll, talent management, and visas.
- The categorization of HR catalog items are employee-facing only, and have no relation to the categorization of HR services under the HR Centers of Excellence (COEs) data model.
- If you are creating a new HR service and plan to make it available for employee self-service, see HR catalog item configuration instead. Creating a new HR catalog item automatically creates a corresponding HR service, and you can avoid creating duplicate services.
- If you have an existing HR service that you want to make available for employee self-service, do not create an HR catalog item. (Creating a HR catalog item automatically creates a corresponding HR service.) Instead, see Configure a record producer for an HR service to add the existing service as an HR catalog item in the HR service catalog.
- The Agent Workspace for HR Case Management is highly configurable for HR agents. It supports the same functionality in the Classic HR Service Delivery Agent Workspace.
You can manage the creation or modification of categories in the HR service catalog, as well as assign or remove HR catalog items from a category or assign or remove categories from an HR catalog item. To manage the categorization of HR catalog items in the HR service catalog, see HR service catalog categorization.
HR catalog item configuration
HR catalog items are the HR services that your organization makes available for employees to request directly from the HR service catalog. (Not all HR services need to be accessible to employees; some services are only initiated internally by HR agents. This means that all HR catalog items have a corresponding HR service, but not all HR services have a corresponding HR catalog item.) To configure the HR catalog items, see HR catalog item configuration.
Once an HR catalog item is published to the HR service catalog, it is available for employees to request. When an employee submits an HR catalog item request, an HR case is created.