Self-service employee tasks and tools

This section describes the methods by which employees, managers and field representatives can generate cases in Case Management from the Infor Ming.le® platform. An understanding of these features can help agents and managers. Other information offers instruction for agents and managers who process cases that are created from Infor Ming.le.

Portal users can create cases with self-service features without having to access the Case Management application. These users include employees who have questions, managers who have questions about their direct reports, and field representatives who have questions about the employees whom they serve.

Employees use Employee Ask to create cases on their own behalf.

Managers use Manager Ask to create cases that pertain to their direct reports.

Field representatives use Field Representative Ask to create cases regarding employees in the service groups that they serve.

In addition to creating new cases, these users can view cases to which they have access, view notes and attachments, and complete satisfaction surveys.