Dovetail

The portal is where employees search HR articles, submit questions, and track their case status. The homepage adjusts based on the employee's profile and also shows recently visited pages and suggested links. Live chat, a conversational AI assistant, and instant knowledge search are built in, along with a feedback rating employees can leave after an interaction. HR administrators manage and update the portal themselves through a drag-and-drop interface, with no coding needed.

Dovetail's HR console sorts case data by employee profile and by the stage each case has reached. Creating a case triggers automatic duplicate detection and opens up instant knowledge search plus full Human Capital Management (HCM) data. The platform includes workflow automation, SLA-based prioritization, a built-in email client, and reusable templates. Every action on a case, from creation to close, is recorded in an audit timeline.

The platform ships with more than 50 prebuilt reports, three dashboards, and dozens of report formulas for measuring HR service delivery performance. Users can also build their own express reports and crosstabs with drag-and-drop tools, filter the data, and drill down from a summary into individual records. Reports export to Word, Excel, CSV, and PDF, and can be scheduled daily, weekly, monthly, or yearly.

Dovetail turns HR expertise into knowledge articles published on the employee portal and inside case management. Its content editor handles rich media, deep links, and branded styling, and each article gets indexed automatically, with no manual tagging required. On top of that, the platform routes new content through an approval workflow, collects feedback from employees, links articles to related cases, and keeps a full record of every edit and interaction.

Incoming employee emails become structured HR cases automatically, and original formatting and attachments are preserved in each record. Confirmation replies go out automatically, adjusted by employee profile or by what the email says, and they can include links to relevant knowledge articles. The email parsing engine reads the message content itself and can trigger workflow actions from it, such as sending a payroll-related email straight to the right queue.

Dovetail provides tools for managing workplace issues. This covers grievances, disciplinary actions, harassment complaints, and discrimination claims. Case handlers can track an investigation from the moment it opens to when it closes, and the system sends reminder alerts and email notifications ahead of deadlines. All documentation and communications tied to a case are kept in a repository with permission-based access. Smart Dashboards sort case data by employee, issue type, and department.