Help, Knowledge and Case Management

HR knowledge and case management – the easier way to deliver help. 

Workday Help Centre provides a bird’s-eye view of knowledge topics and case history relevant to the employee.

WHAT YOU CAN DO

Drive employee self-service.

Provide a frictionless, hyper-personalised self-service experience so your people can access relevant information, tasks and support. Avoid unnecessary navigation pains or traditional ticketing queues.

KEY CAPABILITIES
  • Hyper-personalised self-service

  • Robust knowledge management

  • Case creation
  • Case status tracking
  • Confidential case management
  • Integrations with Microsoft® Teams, Microsoft® Viva and Slack
  • Experience-driven HR service delivery
Man sitting with resources coming from laptop.

A simpler way to help your people.

With Workday, your employees can access the HR services and support they need in the workspace they prefer.

Relevant answers to every question.

Make it easy for your people to find what they’re looking for – without tickets. Built-in natural language processing allows Workday to understand what people are asking and deliver the answers they need.

Seamless integration with collaboration tools.

Empower employees to find HR help quickly and easily in the apps they use every day, such as Microsoft® Teams, Microsoft® Viva and Slack.

Intuitive, personal and secure case management.

Workday Help Centre provides a bird’s-eye view of knowledge topics and case history relevant to the employee.
Initiate case creation in your workspace of choice, including desktop and Microsoft Teams.
HR Answers dashboard showing a case conversation.
A case routing rule being created in HR Answers.

Quickly find answers in the Help Centre.

Bring relevant topics, knowledge articles and cases together – making it easier for people to discover answers.

Open cases at the moment of need.

Allow employees to get help from anywhere, whether they’re at their desk or on the go. 

Solve cases faster.

Provide case managers with a detailed case history, along with contextual HCM data about the employee, so they can quickly deliver the help people seek.

Keep it confidential.

Security levels are set for groups or individuals. Only those involved with the case have access to the confidential information inside.

Workday Help Centre provides a bird’s-eye view of knowledge topics and case history relevant to the employee.

Quickly find answers in the Help Centre.

Bring relevant topics, knowledge articles and cases together – making it easier for people to discover answers.

Initiate case creation in your workspace of choice, including desktop and Microsoft Teams.

Open cases at the moment of need.

Allow employees to get help from anywhere, whether they’re at their desk or on the go. 

HR Answers dashboard showing a case conversation.

Solve cases faster.

Provide case managers with a detailed case history, along with contextual HCM data about the employee, so they can quickly deliver the help people seek.

A case routing rule being created in HR Answers.

Keep it confidential.

Security levels are set for groups or individuals. Only those involved with the case have access to the confidential information inside.


See how you can get started today.

Ready to talk?
Get in touch.