How to Create an HR Help Case Quick Reference Guide

Transcription

1 How to Create an HR Help Case Quick Reference Guide Cases are assigned to a Contact Center Assistant within 1 business day. The Assistant will resolve your case with an appropriate solution or reassign to another HRM Provider Group for additional guidance and/or processing as necessary. Self Service contains: Help and Support - Answers/solutions for most commonly asked HR questions Manage Cases - Create new or find existing cases Search Solutions - Keyword search of more than 3,000 active HR answers/solutions Step 1: Log into ConnectHR Log into the ConnectHR using your LincPass and PIN Number. Select eauthentication Step 2: Access HR Help Select the HR Help link under the My Links section 1 Page

2 Step 3: You may search Help and Support prior to adding a Case Note: The Help and Support page provides the resolution to the top issues and questions handled by Human Resources Management. At the top of the page, click on Help Desk then Search Solutions. You can continue to search over 2,000 solutions. Select Create Case under the Self Service Center Quick Links menu Step 4: Update Contact Select Create Cases - The Create Cases screen appears If Contact information is correct proceed to Step 5 Select Edit Contact Details to change Contact Information 2 Page

3 To change *New Contact Information, click the drop-down-arrow next to *New Contact Method to update any of the following: Address Phone Number Alternate Contact When updating *New Contact Information Select the drop-down-arrow next to *New Contact Method - Select Phone Select the drop-down-arrow next to *New Contact Information Enter new phone number The *New Contact field defaults to the user. The Select Contact hyperlink allows the user to select an Alternate Contact for the case. Select Contact 3 Page

4 The Look Up *New Contact screen appears: Select the text box to the right of Begins with Type the name of the Alternate Contact (enter First Name Last Name) Select Lookup - If the name of the Alternate Contact has a profile, the name will appear under the Search Results Select on their name to add them as the *New Contact (Alternate Contact) for this case; add the *New Contact Method and *New Contact Information Select Save 4 Page

5 Step 5: Update Problem Click on the Next button There are three (3) parts: Enter a brief description in the * Summary (Mandatory field) Enter a detailed description in the Details Attach a File Note: There is a spell check icon to the right of the text boxes. This can be used to check your spelling. 5 Page

6 Step 6: Add or Delete an Attachment If no attachment are needed proceed to Step 7. You can attach multiple files to your case the file size limit is 15MB Select Attach a File Select Browse to locate your saved document Navigate to the file location Select Open Select Upload You are returned to the Create Case screen the attachment becomes a link under Summary and Details section: File Name is listed as a link to file Description space to describe attachment with spell check icon Date Added - date To delete the attachment, Select Delete. 6 Page

7 Step 7: Submitting your case When done entering the *Summary, Details, and any attachment(s), select the Save My Case button at the bottom left of the screen. Once the case is submitted, the Case Number automatically generates. The Case number is a unique identifier that allows the user and HRM to track the status of the case. It is recommended to save the Case Number for future reference. Repeat the Case Number, if calling, so Agent can locate your case. 7 Page

8 Select the OK button to enter the Case Information tab User then can view the Case Number and click on Self Service Center link to return to the home screen. View the Case Summary View and Edit Contact Detail View and use four (4) additional tabs: o Solution Search o Solution Considered o Notes and Attachments o Interested Parties If the user finds a solution when searching in the Solution Search tab o Select Close this case 8 Page

9 Reference USDA Forest Service ConnectHR ( 9 Page