How to reduce Workday Support Cases

Although Workday is reasonably intuitive to use, most organisations find managers and employees using the self-service functionality generate a large proportion of their support queries.

If your Workday Support Structure can reduce or eliminate these types of queries, it frees up time to focus on more value-added activities, such as system maintenance and ensuring the core annual processes happen seamlessly and on time.

It is unrealistic to eliminate user support queries entirely, and unhelpful too, as they are a good indicator of blocks to adoption and potential improvements. But you can reduce the volume.

In this blog, we suggest five methods to cut Workday support cases.

1. Design your processes with the end-user in mind

When you are designing your processes in Workday, make sure you think about who will be entering and using the data captured. Will the vocabulary used make sense? If not, use the Workday custom label functionality so it is more intuitive and makes more sense to the user.

Does the Workday process follow a flow the user will be familiar with, or is training and familiarisation needed?

Is it apparent to the user at each stage what data they need to enter or approve? Have we given them explicit instructions in a notification or on-screen explaining what is required?

2. Embedded Learning

Workday’s Guided Tours help users complete tasks by displaying customised help text for selected fields. These can be displayed in multiple languages. Offering help text to users at the point of need, helps them complete the transaction more easily. It helps avoid the need to raise cases to answer basic questions such as “How do I..?”, “What information goes in this field?”, “What is a …?”

3. Workday Help

Workday recently released one of its newest functions: Workday Help. Workday Help is a 24/7 help centre that provides knowledge and solutions to user queries. The information in Workday Help is easy to navigate and understand, and it reduces the number of support cases raised as it answers the user’s questions in real-time.

4. Workday Assistant

Workday Assistant is a cyber assistant or chatbot that can respond to simple queries and even complete some tasks and retrieve knowledge within Workday. Designed with the needs of end-users and HR in mind, Workday Assistant integrates with existing processes and greatly increases productivity.

Workday Assistant can help with queries regarding expenses, employee data, time tracking, annual leave, performance tracking, and more. Workday developed Workday Assistant is the first step to answer all questions hoping that the chatbot would solve problems before the user needed to raise a case.

5. Root cause analysis of historical tickets

Insights gained from a root cause analysis of previously raised or resolved cases indicate where there are complexities in the system – another good reason why you do not want to eliminate user queries completely. They will also steer you towards areas that need to be optimised. By removing such underlying issues, you can dramatically reduce the number of cases raised.


Workday is intuitive, but there is always a need to help users get used to the system. There are many ways in which your Workday Support Structure can give your employees and managers access to the help and information they need at the point at which they need it. If you can automate this as much as possible, your support team’s time can be focused on more value-added activities.

Good luck with your endeavours to reduce queries and cases raised. Get in touch if we can help.

Photo (c) Shutterstock/ Andre_Popov