For those considering or already using Desk for team case management, an essential tool is now at your disposal. We've introduced Safe Speak, a vital feature for anonymous reporting (whistleblowing), ensuring your employees and candidates can report critical matters without revealing their identity.
This article is your guide to effectively managing anonymous cases in PeopleForce using the new Speak Safe tool. PeopleForce empowers designated case managers with the necessary functionalities to handle the anonymous cases they're assigned to.
As an administrator with access to manage cases, you have several key functions
Access Cases tab: Monitor and track all anonymous cases at the company level.
Assign Cases: You can delegate cases to specific employees (Case Managers) for resolution.
Assign categories: Assign a default assignee for a category.
Change Case status and category: Update the status and category of cases to reflect their progress and category.
Utilize filters: Utilize category-based filters to effectively monitor cases and track their status.
Manage permissions: Configure permissions in the Roles and Permissions settings to grant case management access to other employees, such as managers.
Create a new case from Case tab: Create case either for yourself or on behalf of employees, to address complaints or requests received outside the PeopleForce system.
Setting up anonymous cases:
Access the Settings menu and go to Desk.
Within Desk settings, locate the Safe Speak option.
Click the Enable Safe Speak button to enable it.
After activation, a submission page link will be generated with the option to copy it.
🪄 Tip: For convenient employee access to the anonymous reporting channel, copy the submission page link and insert it into your company links on the Home page. Another option is to include the link within a relevant article in your internal Knowledge Base.
Manage access to anonymous cases
After enabling Safe Speak, the administrator can restrict access to anonymous cases. To do so, click on the Manage cases button and add the managers who will have access to cases. This allows the admins to grant access to specific individuals in the company while also restricting access for themselves.
Create the category
To effectively utilize the Desk module, follow these steps:
Access the ''Settings'', in the Desk section choose ''Case categories''.
2. Click on the 'Add' button and input a relevant category.
3. Name the category. For example, "Safe Spear" or "Anonymous Cases."
4. Add a description of the category. For example, "Here's the category for anonymous cases and reporting violations."
5. Add the default assignee. All cases under this category will be redirected to this person. Alternatively, leave it empty if you prefer to assign it later to one of the case managers.
6. Click Save.
Access an anonymous case
To access cases, select Cases from the main navigation bar in PeopleForce. Cases display in a ticketing style list, and each includes the following components:
Anonymous owner
Case title (as defined by the reporter during submission)
Category
Creation date
Case assignee (if assigned)
Status
Notifications
Individual case managers receive a notification once they have been assigned to a case by another case manager. Click the notification to access the case and its details.
Case details widget
This widget is located on the right of the message history and displays the following:
Status: Case managers can change this depending on their progress with the case.
The status options are: New, In progress, On hold, Closed.Assigned to: Displays the case manager currently assigned. The case manager can be unassigned and a new one assigned to.
Category: Displays the category, if originally selected by the reporter, or updated by the case manager.
Assign a case
In the Case details widget you can assign a case manager to a case in the Assigned to field.
Note: Only case managers with access to manage cases can be assigned.
Change or update case details
To change or update case details, case managers have the flexibility to modify specific information such as the Status, Assigned case manager, or Category. Here's how you can make these updates:
Navigate to the Cases section.
Find and select the case you wish to update to open it.
Within the Case details widget, click on the specific component you want to modify.
Choose an option from the list provided, or reassign the case manager as needed.
⚠️ To change or update the case details you need to have the case manager rights.
Respond to a case
An administrator can respond to a case if they have the permission to manage cases or if they are assigned to the case as a default assignee:
In the Me section, navigate to Cases and select Assigned to me.
Open the specific case you want to address.
Type your reply in the message bar located at the bottom of the request and then click Comment.
This way, your response will be visible to the reporter when they follow up on the case.
Resolve a case
To resolve a case, follow these simple steps:
Go to the Cases section.
Find and click on the case you wish to resolve.
In the Case details widget, change the status to Closed.
⚠️ To resolve cases you need to have the case manager rights.
Delete a case
To delete a case perform the following steps:
Go to Cases. Find and click the case to open it.
Click the three dots icon > Delete.
In the confirmation window that appears, click Confirm.
If, for any reason, one of the admins delete a case, the database will log this event, and the submitter will be able to track who deleted their inquiry and when. The submitter who tries to access the deleted case will see a message that says "Your case was deleted by [NAME] on [DATE]'' and the conversation history will be saved.
