Never Solve the Same Problem Twice
Share the experience of seasoned HR specialists and leverage the issue-related knowledge you’ve developed over time. The key to employee self service and increasing first-call resolution rates long-term is capturing and providing easy access to knowledge in a usable, well-organized format. Knowledge Management allows you to:
- Tag key information as requests are handled and publish answers and solutions to a global library enabling quick retrieval of information for HR advisors.
- Link answers and solutions to active cases allowing team members to quickly identify hot issues and resolve them.
- Share answers and solutions through the Employee Service Portal, empowering employees to answer their own questions and reduce the request volume in the HR department.
Knowledge Base Components
As employees’ interactions with HR are documented, common requests and solutions become Knowledge Articles, which are published to the Knowledge Base for use by HR advisors and can be published to the Employee Service Portal for direct use by employees. Articles can include attached files, such as audio or video, to guide an employee through a specific process, or documents they can download as needed.
Knowledge Article visibility depends on if the content is published to the Employee Service Portal (visible to employees, managers and HR staff) and the search category to which it’s assigned – ensuring security of confidential information as well as consistent, relevant and accurate answers for employees.
Robust Search Capabilities
The Search function is used to find cases, solutions, or externally stored files relevant to the request at hand. This means that the scope of your organizational knowledge and learning are available to every member of your support team at all times. Providing the entire support team with quick access to accurate, consistent and complete information, will increase the number of first-call resolutions and reduce the number of cases transferred or escalated to other agents.
As your team’s experience grows, so will their ability to refer to past solutions. A powerful search engine allows your team to find exactly what they need to resolve a request quickly and accurately.
The Knowledge Base is comprised of three types of knowledge:
Most likely already available in various applications; it entails the current status of one or more employee records relating to payroll, benefits or other function. You can house any amount of transactional information resident from your HRMS and/or other data sources to create a single destination for team access.
This is typically general information that applies to groups rather than individuals. Examples include corporate policies and employee handbooks. Regardless of where it is housed, Dovetail Search can index this content anywhere in the corporate file network for rapid retrieval. Selected content can also be published to the Self-Service portal for quick employee reference.
This content is specifically related to employee questions and issues that have been previously encountered and resolved. This could be about anything relating to the employee experience, interpretation of a policy, a new environmental condition that must be examined or other unforeseen employee needs. This type of knowledge is critical for consistent treatment of employees and their requests. Having the ability to turn answers into new Knowledge Articles allows you to transform your organizational memory into a tool to meet employee needs.
Advanced Case Management
Improve HR service delivery efficiency, consistency and compliance.
Case management enables HR reps to record every employee interaction in one place. All employee accessed documents, email interactions, notes and phone calls are stored in the system providing a complete audit trail of employee communication with HR. Documenting employee interactions with HR not only creates consistency and regulatory compliance, it provides HR reps with a history of employee communications, which helps streamline the request process.
Empower employees to answer their own questions and reduce HR administrative tasks.
The Employee Portal grants employees 24×7 access to HR regardless of work shift or location and enables HR to service a higher number of employee requests. Free HR talent to work on more strategic initiatives by eliminating 30-60% of repeat inquiries.
Centralized Asset Management
Keep track of and run reports on assets, license renewals and certifications.
Centralized Asset Management links employees with assets such as company vehicles, computers, credit cards, mobile phones, and ID badges, which helps eliminate costly replacement of unrecovered assets. It also enables HR organizations to keep track of employee license renewals and document proof of licensure ensuring complete and up-to-date records on certifications.
Robust Reporting and Analytics
Measure and continuously improve your HR service delivery performance.
HR activities generate an abundance of useful data essential for time-sensitive decision making. Managers and HR staff can get immediate visual access to this critical data through Dovetail Support Suite integrated reports. A flexible report writer allows users to configure their reports and dashboards based on metrics that are important to their HR team. Reports can be run on-demand or scheduled to run at specific times or intervals and can be published in a variety of formats (Word, Excel, PDF, XML, RTF).
Integrated Workflow Engine
Automate key processes to ensure SLA and policy compliance.
The underlying event-based Integrated Workflow Engine enables process automation as well as detailed monitoring of all HR activity. It gives you the ability to reduce administrative tasks, improve consistency and alert stakeholders when an incomplete task is about to violate SLA or company policy. HR teams can automate and streamline a wide range of HR processes and configure notification mechanisms based on user preference and work hours.