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askHR HR Advisor – General Enquiries

Contents:

1. HR Enquiries .............................................................................................................................. 2

2. New Incoming Cases ................................................................................................................. 3

3. Review the details of a HR Case ............................................................................................... 3

4. Marking a HR Case as On Hold ................................................................................................. 4

5. Resolving a HR Case ................................................................................................................. 5

6. Sending and Receiving Emails ................................................................................................. 7

7. Journals .................................................................................................................................... 11

8. Documents ............................................................................................................................... 14

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1. HR Enquiries Access to HR Enquiries assigned to the HR Advisor team can be found on the HR Advisor dashboard:

Click ‘Go to General Enquires dashboard’. Within the General Enquires dashboard you will be able to view:

• The team’s unassigned cases – any case assigned to the HR Advisor team but not owned by an individual team member.

• Your open cases (in number and list format) – cases owned by you that are in progress

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• Your incoming emails – cases with an email or note contained within the journals that requires attention

• Your closed cases – cases owned by you that are closed

• The team’s open cases – as above but for the team

• The team’s incoming emails – as above but for the team

• The team’s closed cases – as above but for the team Double click directly on the numbers associated with the type of cases you want to view which will open a list within further details of the individual cases.

2. New Incoming Cases When a new case is assigned to the HR Advisor team, it can be found within the ‘Unassigned’ widget. To take ownership of an unassigned case, press the ‘Take Ownership’ button from within the I Want To section:

The case will now be assigned to you. To allocate this to another team member click on ‘-select owner-‘. Choose the relevant team member from the drop down and press ‘OK’.

3. Review the details of a HR Case To review the details of an unassigned or open HR Case, click on a number to open a list of the cases which you want to view. If there are multiple cases you will need to double click on the specific case from the list. The HR Case screen will open. It will show all the details that were entered by the askHR Advisor when they took the call, or by the customer when they sent in the query via the Portal or email.

You should also check the Journals tab to see if there are any Journal Notes or emails which may contain additional information relevant to the enquiry.

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If you require further information relating to the enquiry you can send an ad-hoc email to the customer (see Section 5.3) to request this. If the case came in via the portal, and the customer read a knowledge article which did not solve their query, this will show in the description box:

If the askHR Advisor attached a Knowledge Article before passing on the case, this will show along the top of the HR Case window.

4. Marking a HR Case as On Hold To mark a HR Case as ‘on hold’, click on the button within the I Want To (Actions) section:

This will only be visible when the status of the case is set to In Progress. From there, you will be prompted to select the reason why from a drop-down list:

And set a review date:

Once set, the reason and review date will be visible underneath the HR Case reference number:

The status of the case will remain as In Progress.

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You can update the on hold reason and review date at any point using the buttons which will have now appeared within the I Want To section:

The on hold reason and review date will clear as soon as you resolve the HR Case. The on hold reason and review date will be stored within a Journal – History entry should you need to refer back to this for any reason:

Any cases, which you own, which are marked as on hold, will be visible within a separate grid/list on the dashboard.

Cases within this list will be ordered by the review date (with the oldest at the top). Cases highlighted in red indicate that the review date has passed and the therefore requires to be actioned/updated. The on hold reason and review date have been added to the grid should you need to see this information (without going into the case itself)

5. Resolving a HR Case

When resolving a HR Case it is important to remember that whatever information is input to the Closure Description box within the Closure Details tab, will pull through to the Resolution Details of the resolved email which the customer receives. 5.1 Closure Details Add the resolution details to the Closure Description field by typing the resolution details straight into the box:

If you have phoned the customer to resolve the enquiry please follow up the phone call by filling in the Closure Description to confirm what was discussed as part of the call:

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If you require to send an attachment as part of the Resolution email please go to Section 5.3 5.2 Changing the Status of the HR Case Once the Closure Description field has been completed, move the status of the case from ‘In Progress’ to ‘Resolved’ by clicking on ‘Next: Resolve’ in the Status field.

If you do not complete the Closure Description field a warning box will appear and you will be unable to move the status of the case to ‘Resolved’.

The HR Case now has all required information and should be saved by clicking the save button

at the top left of the page. The customer will receive their resolution email as soon as you save the HR case.

The status of the HR case will automatically move from ‘Resolved’ to ‘Closed’ 3 days after the case has been resolved. At this point, hit the ‘home’ button to go back to the home page. 5.3 Sending attachments as part of Resolving a HR Case If you require to send an attachment as part of resolving a HR Case you can do so by using the ‘Send attachments and Resolve’ button which can be found within the Closure Details tab:

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You will need to add the resolution details to the Closure Description field first. Click on ‘Send attachments and Resolve’ You will prompted to upload the attachment you wish to email:

Highlight the document which you want to attach and press Open. If you have more than multiple documents to send, highlight all documents which you want to attach and press Open. The document(s) will attach to the HR Case and the status will set to Closed.

The envelope icon will change to a green tick; The Resolved email will now be sent to the customer automatically, including the document(s) which you uploaded. If you wish to send a document to a customer within an ad-hoc email please see Section 8.2

6. Sending and Receiving Emails 6.1 Receiving emails through Cherwell A notification will appear in the ‘Incoming Email’ section of the dashboard when a HR Case has an unread incoming email attached. Double click on the number in the box to open the HR case(s). The incoming email will show in blue.

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Double click on the Journal entry to view the email / information. Deal with appropriate and once done tick the Mark as Read box

This will change the colour of the email from blue to black in the Journals section and will take the email notification out of your Open Cases Incoming Emails box. You can click on View and select Grid View in the Journals tab to see a list of all incoming and outgoing emails within a HR Case.

6.2 Replying to and Forwarding on emails through Cherwell Replying directly to an email received through Cherwell will ensure that the mail history is recording within the email chain. To reply or forward on an email through Cherwell, open the email from the Journal tab. Click on the arrow next to ‘E-mail’ and select the option you require:

• Reply – will reply directly to the person who sent the email. The system will automatically set the ‘To’ email address.

• Reply to all – will reply to all who were included in the email i.e. anyone who was copied in. The system will automatically set the ‘To’ email address (and ‘CC’ if required)

• Forward – will forward on the email to a new recipient. The ‘To’ will therefore be empty to allow you to enter the email address as required.

Please ensure to double check that the email is going to the intended recipient(s).

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6.3 Sending emails through Cherwell You can email the customer through Cherwell by clicking on the customer’s email address in the Employee section of the HR case.

A blank email will appear:

Add your text to the main body of the email and once done press Send. The email will be saved within the Journals tab of the HR Case. If you require to send an email to someone who is not the person who has submitted the enquiry, click on the Customer’s email address as above and simply overwrite the email address with the email address of the new recipient. If the recipient of the email has an Aberdeenshire email address, you can use the Cherwell Address Book opposed to having to manually type in the email. The Cherwell Address Book holds a list of all employees who have an Aberdeenshire email address and, any employees who have contacted askHR using a personal email address e.g. a candidate Within the email click on ‘To’ to open the Address Book

Type the name of the employee you are looking for and press Go to return the results.

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You can search by an employee’s full name or, part name.

To add the employee’s email address to the email, highlight the record and click on ‘To - >’

Please ensure that you are selecting the correct customer record to ensure that the email is going to who it is intended to. The email address will now appear within the box:

If you require to add another Aberdeenshire email address to the email, simply search for the employee you are looking for and click on ‘To ->’ again.

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If you require to Copy or Blind Copy an employee click on ‘CC - >’ or ‘Bcc - >’ as required.

Click OK to return to the email

The email address(es) will now appear within the email message:

7. Journals

You can click on View and select Grid View in the Journals tab to see a list of all Journal Notes which have been added to a HR Case.

If you need to a note to a HR Case click on the Journals tab.

From here click

Select ‘Information’ in the Quick Entry box: The Visible in Customer Portal box is ticked by default. This means that the Customer will be able to view this within the case within the askHR portal. If you do not want this information to be visible to the Customer please un-tick this box. Enter the details of the note in the large box.

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Tick the ‘Mark as Read’ box if you do not wish to receive an incoming email relating to this Journal Note. (If you are adding a Journal Note for the attention of someone else because you are re-assigning the case then leave the Journal Note as unread) The details of the note will be saved. Click on View > Grid View to see the history:

Filtering the Journals tab There are four different types of Journals entries within a HR Case:

You can filter to view any one of the Journal types above within the Grid by hovering over the top left-hand corner of the column called ‘Type’ and clicking on the small Filter button. From there you can decide which entries you would like to view. For example, if you wanted to view all the emails that were sent for a HR Case: Hover over the top left-hand corner of the column called ‘Type’ and click on the small Filter button:

Journal – Customer Request Comments which the customer has submitted via the askHR self-service portal by clicking on ‘Add a comment’ within the specific case. Journal – History Changes that have been made to any fields within the HR Case e.g. when the status is changed Journal – Mail History Emails that have been sent / received through Cherwell Journal – Note Additional information that has been added by a user of Cherwell e.g. askHR Advisor / Payroll Administrator etc

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Click on the box next to Journal – Mail History, which will then change to a tick, then click OK:

This will then update the view to only show you entries under the type Journal – Mail History. You can continue to filter down by the Created Date Time (the date and time the Journal Note was saved to the system), Mail Direction (whether the email is incoming or outgoing), Owned by Team (the team of the person who sent the email) and Created By (the person who sent the email). Any emails which have been created by the System are emails which are automatically sent by the system (the logged/resolved emails) or incoming emails which the system has attached to the case. You cannot filter within the Details column but, you can perform a custom search to find specific words by clicking on the Filter button, clicking on (Custom) and typing the word you wish to search for within the blank field:

You can also arrange the columns in ascending or descending order by clicking on the title of the column. A small arrow in the right-hand side of the column will let you know if the column is in ascending or descending order. You can select more than one filter option within each column. For example, you can choose to view all outgoing emails sent by a particular person. To do this click on the Filter buttons and check the boxes of all options that you wish to view then click OK. The filters you have selected will be visible at the bottom of the screen:

You must remember to clear all filters that have been selected before moving to another HR Case otherwise, you will continue to only see the filters you have chosen. To remove all filters click on the ‘X’ next to the filter selections.

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8. Documents 8.1 Attaching a document to a HR Case

Click on within the Attachments Toolbar and select ‘Attach a file (import)’

From here, find the document which you want to attach:

Highlight the document and press Open to attach the document to the HR Case.

The document will now show within the Attachment Toolbar: 8.2 Emailing a document to a Customer If a customer requires a form or document to be sent to them, you should always try to send this as a link within the Closure Description in the first instance (for example a link to the document on Arcadia). Documents can be added to the case to say they were used, but these do not attach to the resolution email sent to the employee. Only links included in the closure details will be sent in the resolution email. If you require to send a document to a customer this will need to be manually done by sending an ad-hoc email via Cherwell and attaching the document. Click on the customer’s email address within the Employee section. Within the email click on the arrow next to the paperclip icon from the toolbar:

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From here, you can choose to attach a document which is attached to the HR Case

Or, select Browse to select a document from your desktop/files

To see if a document was sent as part of an email, open the email from the Journals tab. Click on the arrow next to ‘E-mail’ and select ‘View e-mail’

Any documents which have been attached to this email will be shown here: