The Employee Service Centre is a support solution that provides a collaborative interface between employees and the HR organisation. For employees, it provides a quick way to get answers to HR-related questions, and for HR to provide answers to employee queries. Employees have access to a searchable, customized, context-sensitive knowledge base to get answers to their questions. If they cannot find the answer in the knowledge base, they can contact their HR service centre directly by creating a ticket, making a phone call, or sending an email.
HR has access to the standard set of tools that they would expect from a help desk, for instance, queue management, ticket assignment, escalation options, and service level agreement (SLA) reporting.