Transforming HR Service Delivery with Modern Case Management Systems

- Improving Employee Experience
- Boosting Operational Efficiency
- Ensuring Compliance

Zendesk: a Modern Easy HR Service Management System
Employees like to help themselves
Zendesk delivers an intuitive Employee Self-Service Portal powered by AI and smart search, built on a robust, role and location aware knowledge base.
Up to 70% of questions can be answered through self-service.
About 30% of employee issues need a human touch.
Zendesk’s case management system automatically routes, prioritizes, and tracks requests so nothing falls through the cracks.
Zendesk Copilot helps HR teams stay productive with AI-powered summaries, suggestions, and faster responses.
HR team members are better organized and can focus on the reasons why they took up this career.
Challenges: Employees & HR Teams

Employees often face frustration navigating disconnected service channels, unclear policies, and slow response times when interacting with HR.
Challenges:
- Limited Self-Service options
- Struggling to find up-to-date information
- Complicated HR request processes

HR teams face delays and inefficiencies in managing benefits, leave, and life events, which makes it challenging to provide timely, effective support.
Challenges:
- Manual workflows
- Limited data visibility
- Compliance risks
Zendesk: a Modern Easy HR Service Management System

Employees like to help themselves
Zendesk delivers an intuitive Employee Self-Service Portal powered by AI and smart search, built on a robust, role and location aware knowledge base.
Up to 70% of questions can be answered through self-service.

About 30% of employee issues need a human touch.
Zendesk’s case management system automatically routes, prioritizes, and tracks requests—so nothing falls through the cracks.
Zendesk Copilot helps HR teams stay productive with AI-powered summaries, suggestions, and faster responses.
HR team members are better organized and can focus on the reasons why they took up this career.
HR Centers of Excellence & HR Topic Snapshot
- Talent Management
- Performance reviews
- Career development plans
- Succession planning
- Payroll & Compensation
- Direct deposit setup & changes
- Paycheck questions & resolution
- Bonus or salary updates
- HR Lifecycle Events
- New hire onboarding
- Internal mobility & role transitions
- Offboarding & exit formalities
- PTO requests & policy clarification
- Total Rewards
- Benefits enrollment & eligibility
- Wellness & mental health initiatives
- Employee rewards & recognition
- Employee Relations
- Conflict mediation & resolution
- Workplace concerns & grievances
- Disciplinary action support
- HRIT Operations
- Access management & login issues
- System credentials or password resets
- HR data syncs & integrations
Drive resolutions at every stage of service
Employee experience
- Expression of company culture & corporate values
- Employee benefits and pay
- Employee wellness / work-life balance
- Workplace design & perks
- Employee tooling & systems
ZenSmart HR Service Delivery
- Quick responses & resolution to employee inquiries
- Offering self-service tools for employees to help themselves
- Improving based on employee feedback + inquiries
- Easy access to internal support on employees’ channel of preference
- Standardized quality of service expectations across all internal service providers
Connected HR
Core HCM
Purpose:
Manages employee data & HR processes across the lifecycle.
Key Functions
- Onboarding
- Time Tracking
- Payroll & Benefits
- Workforce Planning
- Compliance
System of record structured, compliance-driven, process heavy.
Examples: Workday, SAP SuccessFactors, Oracle HCM Cloud.
Zendesk for HR
Purpose:
Delivers intuitive HR support and service delivery.
Key Functions
- HCM Integration
- Case Management
- Employee Self-Service
- Knowledge Management
- 3rd party Integration
System of engagement, designed for quick issue resolution, employee satisfaction and HR team efficiency.
Empowering Modern HR Service Delivery with L5.AI
At L5.AI, we empower HR teams to transform service delivery using Zendesk’s AI-powered Resolution Platform designed to meet the demands of today’s hybrid workforce. We help clients scale HR support with automation, personalization, and measurable ROI.