Sort Cases by Service Tier
Classify HR shared-services cases by the level of judgment and risk they require.
Tier 0 self-service Tier 1 standard case Specialist review Employee asks where to find the current holiday calendar A clear knowledge article or portal link should answer this without case work. Employee needs mailing address corrected after identity verification Repeatable transaction with standard verification. Manager requests relocation reimbursement outside policy Exception authority and cost precedent require accountable review. Employee asks why dependent upload is still pending inside standard window Tier 1 can check completeness and vendor status before escalation. Employee reports no paycheck on the current pay date Current pay harm needs payroll escalation. Employee asks what document proves a…
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