Zoho People's Cases service is an advanced employee query management system through which you can handle queries, requests, and inquiries swiftly and systematically within your organization. It facilitates efficient HR query handling and ensures that employee queries are resolved effectively, thereby significantly improving employee satisfaction.

Cases service enables employees to post their questions under appropriate categories, which are then answered by agents who are experts in those specific areas. Queries are thus resolved in a systematic manner. Adding FAQs to each category addresses common questions that your employees might have, facilitating faster query resolution without the need to raise a ticket in Cases. SLAs can be defined for each category to enhance employee satisfaction by ensuring timely resolution of their issues and queries.

1. All Employees
   All employees in the organization can raise case requests, cancel requests, comment on their cases and cases in their watchlist, search for and find FAQs related to their cases.
2. Case Agents
   Case agents can perform all the actions listed for the above role. In addition, they can handle case requests in the categories for which they have been assigned as agents.
3. Case Category Admin
   Case Category Admins can perform all the actions listed for the above roles. Additionally, they can edit or add any information for cases within their assigned category, and assign or unassign agents for all cases raised in their category.
4. Administrators
   Administrators can perform all the actions listed for the above roles. Additionally, they can create and manage case categories, assign category administrators, enable or disable a category, customize case statuses and sources of requests, set case restrictions, enable and customize feedback systems for case services, set up automation, and add case service administrators.