Our HR Knowledge Base allows employees to answer their own questions, service center to train staff quicker and shorten call times.
Find out how else our Knowledge Base can automate your HR Service Delivery.
Neocase Hr Knowledge Base
Neocase HR Knowledge Base is designed to make it easy for any employee or manager to find the answer to their question quickly. Our Knowledge Base supports content in multiple formats, including video.
You can define your own topic structure, so users can also easily navigate the content if they choose. The content can contain deep links to smart forms and processes, so users can click directly from a policy document to a digital smart form, and begin a process. And that’s the kind of simple digital experience employees love!
Knowledge Base Key Benefits
- 80% reduction in calls to the service center
- Enhanced Employee engagement and satisfaction
- Increased productivity by call center agents
- Reduced training time for new agents
- Improved search results enhances employee experience
- Analytics optimize the use and value of Knowledge Base content
Over 80% Tier 0 Resolution Rate
A major objective of an HR Service Center is to reduce the number of cases that it receives and to maximize your Tier Zero Resolution. The best way to do this is by enabling employees to find answers themselves, by accessing a Knowledge Base through the Self Service Portal.
Knowledge Base Key Features
- Searches made simple
- Merged with Neocase HR Service Tools
- Employee-centric and personalized by matching search results to multiple data points in employee’s record
- Content management made easy
- Fully-accessible through mobile devices
- Supports importing existing content
- Measure and improve Knowledge Base utilization
Additional Modules for HR
The HR Knowledge Base module is fully integrated into HR Case Management, LiveChat and other modules which together comprise one comprehensive solution for your HR Service Center. To learn more about those other modules, click on the button below.
- Case Management
- Advanced BPM
- Self-Service Portal
- Business Intelligence
- Service-Level Agreement
- Satisfaction Survey
- Neocase Connect
- Email Management
- Live Chat
- Document Management
- Real-Time Dashboard
Collaborative Case Management
Capture and organize requests easily and efficiently. The collaborative Case Management tools in HR Power will enable your service center to tap into the right resources – both internal and external – to resolve even the most complex cases efficiently.
Advanced Business Process Management
Advanced Business Process management The Advanced Business Process Management module in HR Power provides the tools to design, test, publish, analyse and optimize these complex processes as complete, efficient, and automated services.
Employees, Managers and HR Business Partners have access to the capabilities and information that makes each of them self-sufficient and productive. The Portal can be accessed from anywhere, at any time from virtually any device including tablets and smartphones. The personalization, configurability and accessibility of the Portal make it a practical and convenient tool for everyone involved.
The Business Intelligence module enables you to monitor, manage and systematically improve the value delivered by your service center, through real-time interactive dashboard displays, a suite of several dozen Performance Analysis Reports, a custom Report Builder, and Advanced Business Intelligence tools.
Proactive SLA Management
Meeting and exceeding customer expectations is at the core of sound service delivery. That’s why Proactive SLA Management is at the core of HR Power. SLA’s can be designed and configured according to a variety of criteria, including Process, Employee, Business Unit and Company.
The business of HR Shared Services is based upon two primary objectives: reducing the cost of service delivery, and increasing employee satisfaction. Measure employee satisfaction by configuring and distributing satisfaction surveys with the Neocase HR Power Satisfaction Survey module.
Neocase Connect seamlessly integrates with ERP and third party point solutions through a variety of methods including API’s, web services, ESB connectors, Single Sign On and user interface integration.
The Email Management module in HR Power includes a Rules Engine for processing inbound emails, and Email Template tools that dramatically improve agent efficiency, and employee experience through higher quality, consistent communication. Configurable email templates and rules automate outbound email communication, improving both consistency and efficiency.
Customers and suppliers enjoy the convenience of engaging directly with live agents through on-line chat. The Live Chat module in HR Power delivers consistency through tight integrations to the Employee Record, Case Management, Knowledge Base and Survey modules.
Neocase connectors automatically file documents collected within the case management process into enterprise document management (EDM) or ERP systems.
Graphic SLA-oriented dashboards organize and pre-prioritize cases so agents can stay organized and focus on the right cases, completing them before their deadlines.