IPPS-A DL HR Professional / Payroll Specialist Practice Exam

Which statement about closing a self-service case is true?

1. A closed case can be reopened without restrictions.

2. Cases can be closed only if there's an error submission or resolution received.

3. All cases must remain open for a month.

4. Cases can only be closed by HR Professionals.

The correct answer is: Cases can be closed only if there's an error submission or resolution received.

The statement affirming that cases can be closed only if there's an error submission or resolution received is accurate because it reflects proper case management protocols. In self-service systems, a case typically requires a definitive closure reason, such as an error identified and acknowledged or a resolution having been provided, to ensure that all aspects of the inquiry or issue have been adequately addressed. This procedure helps maintain the integrity of the case management system and ensures that users are not left with unresolved issues—promoting accountability and effective communication within the HR processes. In contrast, some other options present inaccurate or misleading assertions. For example, suggesting that a closed case can be reopened without restrictions implies a lack of necessary oversight on previously resolved matters, which is not typically standard practice. In addition, requiring all cases to remain open for a month does not align with operational flexibility and efficiency, as it might inhibit timely resolutions. Lastly, if only HR Professionals can close cases, it would undermine the purpose of having self-service options, which aim to empower users and streamline processes.