What's the recommended practice to HRHD SR assignment to HRBP based on countries or categories

Summary:

Hi,

Our client is exploring the creation of queues based on countries and/or categories to route specific HR Service Requests (SRs) to designated HR Business Partners (HRBPs). They currently have approximately 100 HRBPs distributed across various countries.

In typical implementations, we don’t see SRs being assigned directly to HRBPs. Instead, the standard practice involves initial assignment to HR Help Desk agents, who then either raise a separate case for HR intervention or engage HRBPs through internal conversations within the SR.

Given the client's objective and the scale of HRBPs involved, what would be the recommended approach to manage ticket assignments efficiently? Should SRs be assigned to HRBPs automatically or manually, or is a hybrid model more effective for ensuring streamlined and scalable support operations?