Sort Policy, Knowledge, and Exception Work
Separate HR knowledge article candidates, standard policy answers, and exception requests.
Knowledge article candidate Standard policy case Exception governance Fifteen employees ask how PTO carryover is calculated after year-end Repeated standard demand should become clear self-service. One employee asks whether their hire date affects current PTO accrual A case owner can answer using standard eligibility facts. A VP asks to carry over PTO above the policy cap for one employee Outside-policy action needs accountable exception review. Employees repeatedly ask what documents prove a qualifying life event The answer is standard and high-volume. A manager asks whether a local holiday applies to a cross-border employee It may need interpretation but is still…
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