This is a quick guide to five practical features of LBi HR HelpDesk that can help make life better today for you, your staff, and your employees: 1. Interact Efficiently and Quickly with Employees and HR Staff 2. Easily and Confidently Ensure Privacy and Confidentiality 3. Create an Integrated, Sophisticated Common Problems Knowledge Base 4. Build a Continuously Expandable Document Repository 5. Empower Workers with an Employee Selfservice Portal

1. LBi HR HelpDesk:
FIVE FEATURES WITH PRACTICAL
BENEFITS FOR THE SMB USER

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As the HR leader in a small or medium-size
business (up to 2,000 employees but generally
fewer than 1,000), you wear a lot of hats. You
probably have less staff and fewer dollars than
you’d like. And it’s probably hard enough to
manage the day-to-day realities of your job
without trying to reach for such lofty HR goals as
being a strategic business partner or aligning HR
with the company’s business units.
You need HR tools that will help you meet the
challenges that you and your staff face every
day. That’s what LBi HR HelpDesk is all about.
This is a quick guide to five practical features of
LBi HR HelpDesk that can help make life better
today for you, your staff, and your employees.
1. Interact Efficiently and Quickly with
Employees and HR Staff
How much time do you spend — and
lose — because you need to round up the
documentation or information to respond to an
employee request for assistance, decide who to
bring into the loop next, and manually send out
emails and attachments?
HR Technology for the Real-life Challenges of SMB HR

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Without a centralized system, you need to
determine each step of the process every time.
You risk leaving people out of the communication
chain, failing to include attachments, and simply
not responding in a timely manner.
LBi HR HelpDesk includes a quick and easy
communication option for HR staff members to
interact with and respond to employee inquiries,
share documents, and communicate with others
on the HR team.
• An interaction can be initiated by an HR staff
member or an employee.
• Any interaction can be easily viewed in the
platform’s Main Application, Employee Portal,
and Email Notifications.
• Any interaction can also include attachments
from the LBi HR HelpDesk Document
Repository.
2. Easily and Confidently Ensure Privacy and
Confidentiality
The last thing you need is for employees to
distrust HR. It can happen when you don’t have a
system in place to route confidential cases, such
as harassment or manager-dispute cases, to
strictly authorized personnel. It can also happen
when you use a manual system that fails to
ensure that you’re compliant with HIPAA, PHI,
PII, and safe harbor regulations.
You face fines of up to $250,000 for violations
(and imprisonment of up to 10 years for
knowingly abusing or misusing an individual’s
health information).
LBi HR HelpDesk includes features and tools that
ensure privacy and confidentiality.
Here are two examples:
1. The Case Visibility feature
An HR manager or system administrator can
assign a case to one of four levels: Normal,
Protected, Confidential, or Group. This allows
you to granularly restrict and authorize who is
allowed to view a case, update it, or perform
both actions.
2. The Employee Response feature
Employees can designate how they want to be
notified when a case is resolved or reopened:
to their personal email address, in a letter
mailed to their home, by phone, or in person.

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3. Create an Integrated, Sophisticated Common
Problems Knowledge Base
LBi HR HelpDesk Pro and ProPlus include
a searchable knowledge base that ensures
consistency throughout your organization.
Employees and your HR staff will all be working
from the same book all the time.
LBi HR HelpDesk features include searchable
answers and solutions to questions and concerns
that have previously been addressed through
the system. It’s a living library — a digital, online
file cabinet of frequently asked questions
and issue resolutions. The information in the
Common Problems Knowledge Base can also
be continuously updated, on the fly, using the
“Submit as a Common Problem” option on the
Case Entry screen.
4. Build a Continuously Expandable Document
Repository
Ask yourself this question: How many HR cases
have you handled that could have been avoided
or resolved more easily if you could have given
the front-line employee or manager easy,
direct access to current, accurate, and relevant
information from the start?
You don’t need to be an enterprise HR leader to
be swamped with employee-related documents,
forms, policies, benefits information, and
similar items. LBi HR HelpDesk ProPlus adds
a constantly growing and evolving document
repository that will expand your organization’s
knowledge base.
You can use the repository to store and update
standard forms and company documents that
employees, HR staff members, and customer
service representatives can access and download.
These documents can be stored as part of a case
and delivered to the employee as part of the LBi
HR HelpDesk “Interactions” feature.

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5. Empower Workers with an Employee Self-
service Portal
Employees are increasingly expecting their
online interactions at work to be as easy
and personalized as their online consumer
experiences. Online workplace applications —
including HR programs — are now considered
table stakes for businesses of all sizes to reach
and support their employees.
LBi HR HelpDesk Pro
and ProPlus feature an
Employee Self-service
Portal that empowers
employees, boosts
engagement, and saves HR
immense amounts of time.
It puts important information at employees’
fingertips, reduces the need for phone calls
or emails to HR, and increases employee
satisfaction by providing a quick and easy way to
resolve issues.
The portal is automatically functional on employees’
machines without any software installation. The
Employee Self-service Portal gives employees access
to their own version of the LBi HR HelpDesk system.
In addition to directly accessing the FAQ Knowledge
Base, employees can:
• View a history of their cases, including all
questions, problems, or comments
• Create new cases directly through the Web
portal or by emailing the LBi HR HelpDesk
system
Within the Employee Self-service Portal is
the Employee Interactions feature, which
heightens the consumer-like experience of LBi
HR HelpDesk. The Employee Interactions icon
alerts the employee that they have unread
communications related to a case and also shows
a count of the total number of interactions
associated with a case. Directly from the
Employee Interactions button, the employee can:
• View existing interactions (messages related to
the case)
• Create a new interaction
• Attach or view documents

6. About LBi Software: LBi Software provides precisely engineered, customer-focused human
resources technology solutions developed from more than 30 years of experience in HR
technology and HR processes. Our flagship solution, LBi HR HelpDesk, is an innovative case
manager and call-tracking workflow solution that creates a rich and powerful knowledge base
on the fly, with a unique tiered pricing structure that appeals to organizations of any size. Our
organic belief in — and solid reputation for applying — a true client-vendor partnership on every
project ensures a highly configurable solution for businesses with as few as 50 employees or
more than 50,000, always designed to put the power in the hands of the employee. In addition,
every LBi project is supported by our rich experience and expertise in Mobile Development,
Business Intelligence, Data Warehousing, Reporting, and Analytics.