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My team was hired to provide case management tracking for Human Resource activities that are part paper based, part manual data transfer (typed) between systems (due to restrictive security).
The secured WAN holds the several HR software solutions that are used company wide. A second Azure server with O365, Power Platform, Teams, Sharepoint was setup in the COVID era to allow employees to work with less sensitive data from home and to allow out of country employees access to company information.
The HR team is currently using excel to track HR work for many employees. They would like to have a better case management system along with an employee self service portal that gives case visibility to employees. They would also like to avoid bringing more software into the picture if possible and security with third party plugins is a concern. Operability within the O365, Teams, Power Platform, Sharepoint is required.
We originally looked at Dynamics Customer Service for case management even though our client is not involved in customer acquisition or support. We now know that Dynamics Human Resources offers case management.
While it would seem like using Human Resources would be given, we were told that the client does not want to invest in yet another HR solution. Instead we are mucking about with Power Apps and Power Automate maintaining the data and workflows. In addition it seems clear that the client eventually wants to move more of their information onto Azure and could probably use more customizable HR app than those they are using.
My PM seems stuck on Customer Service. I am trying to justify HR.
Can anyone provide advice and or justification for going one way or the other?
Case management in HR will not work without the HR Master data (employee records). So if you're doing any customisation you'll have to maintain all that data somehow also, so you might as well implement D365 HR. However, the Custom service module will be much easier to customise and extend than HR. Maybe examine if their existing HR solution is fit for purpose? D365 HR basic functionality can be implemented very rapidly. I have implemented for many clients in 2 weeks or less.
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