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Infor Case Management Administration Guide
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About this guide
Overview of Infor Case Management
Concepts related to employee users
Concepts related to service center users and groups
Service center user roles
Service center groups
Administrative groups
Role-based settings
Concepts related to cases
Concepts related to self-service roles
Initial setup overview
Infor Case Management enablement
Enabling Case Management
Enabling Case Management self-service modules
Populations
Adding a population and configuring population properties
Configuring instructions for a population's case form
Assigning notifications to a population
Assigning service employees to a population
Assigning topics and service groups to a population
Editing a population
Notification configuration
Activating and deactivating notifications
Saving notifications to a case history
Editing a notification's subject and message
Adding text variables to notifications
Assigning notifications to a population
Importing preconfigured notifications
Send transferred notification when new case is created
Deactivating a population
Automated notifications
Scheduling automated notifications
Case configuration
Case form configuration
Configuring instructions for a population's case form
Configuring standard field sets
Setting default case substatus values for standard field sets
Adding and configuring custom field sets
Configuring case substatuses
Case form fields
Configuring other case elements
Adding and configuring contact relationships
Adding and configuring priority levels
Adding and configuring case source types
Adding and configuring SOPs
Adding and configuring internal system URLs
Adding and configuring privilege sets
Adding and configuring resolution templates
Adding and configuring escalation templates
Quick cases
Configuring quick cases
Survey configuration
Configuring a survey
Service groups and service center users
Adding and editing service center employees
Activating and deactivating service center employees
Adding and editing service groups
Adding service users to service groups
Assigning service users to service groups
Assigning a population and topic to a service group
Administrative groups
Adding and editing administrative groups
Adding field representatives
Cloning a service representative’s service groups
Automatic routing
Adding and configuring topics
Assigning service groups to topic tiers
Adding and configuring categories that can be applied to a topic
Adding and configuring subcategories that can be applied to a category
Changing the case type of a topic
Adding an approval workflow to a topic
General settings
Application settings
Configuring service level agreement settings for the organization
Setting parent-child cascading closing rights
Resolution templates
Configuring resolution template editing permissions
Setting case printing privileges
Setting bulk transfer privileges
Bulk case creation
Setting bulk case create privileges
Setting first case number used
Enabling case cloning
Enabling display population
Enabling secured regarding cases
Enabling reminders
Enabling regarding employee profile
Configuring notifications From address
Configuring manager ask to show employee profiles
Configuring field representative ask to show employee profiles
Enabling case archiving and unarchiving
Enabling manual case escalation
Knowledgebase integration
Enabling integration with Infor HR Knowledgebase
Disabling knowledgebase integration
Telephony integration
Enabling telephony integration
Enabling Case Management and self-service menu items in Infor HR Talent
Adding a custom group
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