Configuring ClientSpace for the Employee Support Center

The PrismHR Employee Support Center provides a portal for employee self-service for items, such as requesting vacation and reviewing benefits. The Employee Support Center allows you to set up a direct way for your worksite managers and employees to submit questions to your team. This functionality utilizes the ClientSpace Client Service Module to process those cases and allows your internal team to process requests and questions efficiently. Additionally, the Employee Support Center allows employees to submit questions that are then processed as ClientSpace Cases.

To enable the self-service functionality, you must configure the Employee Support Center and ClientSpace. This topic guides you through the ClientSpace configuration, which involves configuring the case types on the Client Team dataform for employee questions processed as Cases. To learn more about the PrismHR Employee Support Center, see the PrismHR documentation on the CRC.

Configuring Case Types

You can configure any case type to be exposed to the Employee Support Center. Case types that you enable in ClientSpace (Case Type Visible to External Users) determine what users see in the Submit a Question dialog box on the Employee Support Center. Additionally, you must enable the option Expose Case Type in PrismHR.

To configure:

Go to System Admin > Administrative Data > Case Type. In some systems, Case Type may be listed as Client Service Case Type.
The Client Service Case Type dashboard opens. You can configure any case type to be exposed to the Employee Support Center.

Open a case type (select and click (Jump)).
In our example, we selected Client Name Change. Our example shows that the value for Label Override was changed to "Request Name Change", which is what the user will see as an option when submitting a question or request. We also enabled the options Case Type Visible to External Users and Expose Case Type in PrismHR. (See the table below for field definitions.)

Complete the form.

Default Subject	Leave blank. This field populates directly from the Support Center, Submit a Question.
Default Issue	Leave blank. This field populates directly from the Support Center, Submit a Question.
Case Type Visible to External Users	Enable this option to allow users to create cases for the selected type: Employee Question, General Question, and Manager Question. If disabled, the case type does not appear in the Case Type lookup on the Support Center.
Expose Case Type in PrismHR	Enable this option to allow users to select this case type on the Support Center. You can also change the displayed case type title using the Label Override field.
Label Override	Specify a different label for case type. This field applies when you enable Expose Case Type in PrismHR. If blank, the title of the case type is displayed.
Default Assignment	Note: The fields in the Default Assignment fieldset change depending on the selection in the Default Assignment field. When you assign a case, you can specify the Default Assignment as Creator, Single User, or Client Role. Creator: Defaults the Assigned To user on the case to the person that creates the case. Single User: Defaults to the user selected in the Assigned To User field. The Assigned To User field displays as a required field once Single User is selected. Selecting Single User also causes the required field, Backup Assignment, to display. You can select an assignment type of Single User or Client Role. Once the Backup Assignment is set, the Backup Assigned To field displays. It is also a required field. This is where you select the backup user or role based on the backup assignment type selected. Client Role: Defaults to the user determined by the Client Team role selected in the Assigned To Field. The Assigned To Field displays as a required field once Client Role is selected. Selecting Client Role also causes the required field, Backup Assignment, to display.) You can select an assignment type of Single User or Client Role. Once the Backup Assignment is set, the Backup Assigned To field displays. It is also a required field. This is where you select the backup user or role based on the backup assignment type selected. Backup Assignment ensures that if the selected Single User or Client Role is not valid (i.e., is blank, Inactive, or Expired), the case type defaults to a meaningful value using the following validation order: Validation Step 1: If the Default Assignment on the Case Type Assignment record is Single User and that user is valid, the Assigned To user on the case displays the default assigned single user. Validation Step 2: If the Default Assignment on the Case Type Assignment is Single User and that user becomes invalid, the Assigned To user on the case displays the user or role from Backup Assigned To field. Validation Step 3: If the Backup Assigned To field user or role is invalid, the Assigned To user on the case displays the Manager of the responsible department from the Case Type category metadata associated with the case type. For example, if the Category field on the Case Type record for 401K is "Benefits", the system will check the Department Admin/Department Details record for "Benefits" and display the name shown in the Manager field as the Assigned To user on the case. Validation Step 4: If no valid default assignments can be found, the Assigned To field will be left blank, and the following error message displays when you click Apply or Save on the case: "There is no Assigned To selected and the associated case type does not have a default user selected. Please either set a default user on the case type or select an Assigned To user. "
Case Type Position Tags	Case Type Position Tags allow you to choose which case types are visible to portal users by their PrismHR User Type. Both the Manager and Employee tags are set by default. To display a Case Type to only one group, remove one of the default tags from the Case Type Position Tags field as applicable on each Case Type record.

Click Save.

What else can you do with this?

Email Templates: You can configure Email Templates for the selected Case Types to send notifications when a question is submitted through the Employee Support Center. See Email Templates: Basic Configuration.
Case Discussions: You can configure Case Discussions to provide standard replies to your Employee Support Center case types and possible avenues of communication with the employee that submitted the case. See Configuring client service case discussions.

Learning How: Creating Cases in the Employee Portal Support Center

This video walks you through how to create a case in the Employee Portal Support Center.

Video

Watch the video Creating Cases in the Employee Portal Support Center.