Case Management
Infor Case Management is an application that organizations use to serve their employees' human resources needs. It is a service center, staffed by service representatives, or agents, that address employee issues. Case Management includes powerful case routing logic that can be configured to match your employees to the service representatives who are best qualified to resolve their issues.
Case Management can be linked to your Infor HR Knowledgebase so that employees and the agents who help them can easily exchange important information as they resolve employee issues.
Employees can search the knowledgebase for solutions to their HR issues. Those who require further assistance can contact the service center by phone, chat, email, and the Ask HR button on their knowledgebase.
These important elements and concepts will help you understand the power of Case Management:
- Service center users can be organized into groups that service specific employee populations or topics. For example, a service group can be designated to serve a population of executives. Another service group can serve topics that are related to medical compensation. Based on the population of the employee and the topic, cases are routed to the service group whose agents are best equipped to resolve them.
- Service center users manage cases that describe employee issues. Cases can include attachments, notes, and links to relevant pages in the knowledgebase. A case can be created and routed to the service group whose agents are best equipped to resolve the issue. Routing is based on the employee's population and the case topic.
- Service center users use lists of cases, called queues, and analytics to help them organize and process these cases. They also use rich analytics features to monitor the performance of service agents, service groups, and the entire service center in a comprehensive suite of measurable data points.