Bulk case creation

With bulk case creation, service center users can create multiple cases simultaneously for employees who are members of the same population. It can be enabled for service managers, agents, or both. Depending on the configuration of your site, service center users can import groups of employees and create cases for them. If the import feature is not configured, then service center employees search for employees individually and create the cases. The feature can be used to create standalone cases or child cases of a parent case.

Permissions for bulk case creation can be granted to agents and service manager roles. Service center users who have permissions for bulk case creation access the feature from their respective queues.

Bulk case creation success and failure notifications are standard for a population and can be configured. If bulk case creation is enabled, then notifications should be enabled for all populations.

Bulk cases are shown in analytics and reports like other cases. The Bulk Cases Log is a report that shows data that is related to cases that were created as bulk cases. Access to this report is should be given to service center user roles that have permission to create bulk cases. The report can be used to monitor case loads by service group and is useful to view the cases that were created in each batch.