Initial setup overview

This topic is for configuration administrators only.

This checklist is provided to assist a Case Configuration Administrator with a new implementation of Case Management. Some configurations impact other areas of the application so cross-references to those other areas are also outlined to help insure all of your organization’s desired features and options have been considered and configured properly.

Different levels. You will configure some initial settings that may involve enablement and organization-level configurations. After the general settings have been configured, then you configure specific settings.

Delivered Content

The application is delivered with content that an organization can configure to suit its needs. To gain familiarity with the available content.
  • Configurable Lists
  • Email Notifications
  • Internal Notifications
  • Default Survey

Configuration administrators have access to the Delivered Content Screens in the application. Use these screens as a reference when you determine the settings in the application that require configuration.

To access these screens select Configuration Administrator Web Application > Delivered Content

1. Enablement

Enable the application and self-service navigation menu items in the Global Human Resources framework.

Task Topic Reference
Enable the application See Enabling Case Management
Enable the self-service modules. Optional. See Enabling Case Management self-service modules

2. General Organization-level Settings

Configure high-level settings that apply to the entire service center.

Task Topic Reference
Set the case number that is assigned to the first case in the system. See Setting first case number used
Enable case cloning. See Enabling case cloning
Specify that the Population column is shown in the queues and most standard reports. See Enabling display population
Enable reminders. See Enabling reminders

3. Service Level Agreement

Configure the organization-level service level agreement settings that are used to calculate SLA dates.

Task Topic Reference
Configure SLA settings. See Configuring service level agreement settings for the organization
Set the Reset on reopen setting. See Adding and editing service groups

4. Notifications

Configure the delivered automated email notifications that are used to communicate information to stakeholders.

See Notification configuration.

Task Topic Reference
Activate each notification that you want to use. See Activating and deactivating notifications
Modify each notification that you want to use. See Editing a notification's subject and message
Add language translations to each notification that is used in non-English locales. See TBD: how are translations added?
Specify notifications that are logged to the case email history See Saving notifications to a case history
Schedule notifications that are sent to agents about cases for which the SLA date is at risk or has been missed. See Automated notifications

See Scheduling automated notifications
Schedule notifications that are sent to agents about cases for which reminders have been set. See Automated notifications

See Scheduling automated notifications
Schedule Survey Reminders See Automated notifications

See Scheduling automated notifications

5. Telephony

The telephony feature is used to enable service agents to identify callers as employees. Telephony is an integration with a third-party provider. This integration requires additional setup that is outside of .

See Telephony integration.

Task Topic Reference
Enable telephony. See Enabling telephony integration
Configure telephony. Contact your customer support representative to configure Telephony.

6. Case Relationships

Configure potential interactions between cases through relationships, parent-child relationships, and cascading closing rights.

Task Topic Reference
Enable parent-child cascading closing rights. See Setting parent-child cascading closing rights

7. Resolution Templates

Configure the templates that agents use when closing cases with common resolutions.

See Resolution templates.

Task Topic Reference
Specify the roles that have access to resolution templates. See Configuring resolution template editing permissions
Add and configure resolution templates. See Adding and configuring resolution templates

8. Case Printing

Permission to print cases can be assigned by service user role.

Task Topic Reference
Specify the service center roles that have permission to print cases. See Setting case printing privileges

9. Bulk Case Creation

With bulk case creation, service center users can create multiple cases simultaneously for employees who are members of the same population.

See Bulk case creation.

Task Topic Reference
Specify the service center roles that can use this feature. See Setting bulk case create privileges

10. Bulk Case Transfer

With bulk case transfer, service managers and agents can transfer multiple cases simultaneously.

Task Topic Reference
Specify the service center roles that can use this feature. See Setting bulk transfer privileges

10. Employee Profiles in Manager Ask and Field Representative Ask

Employee profiles can be configured to be visible in the Manager Ask and Field Representative Ask self-service modules.

Task Topic Reference
Specify the availability of the feature to managers. See Configuring manager ask to show employee profiles
Specify the availability of the features and associated conditions to field representatives. See Configuring field representative ask to show employee profiles

11. Integration with Infor HR Knowledgebase

Enable and configure an integration with Infor HR Knowledgebase. Specify the URL, configure the label and identifier, and specify availability to service center roles.

See Knowledgebase integration.

Task Topic Reference
Configure the Knowlegebase integration. See Enabling integration with Infor HR Knowledgebase

12. Service Center Employees

Add and activate the service center employees who serve as agents, managers, administrators, and field representatives.

See Service groups and service center users.

Task Topic Reference
Add service center employees. See Adding and editing service center employees
Activate service center employees. See Activating and deactivating service center employees

12. Service Groups

Add service groups, assign service center users to the groups, and specify group-related settings:
  • Specify reason-for-transfer parameters
  • Specify service-level agreement parameters
  • Specify supporting service groups

See Service groups and service center users.

Task Topic Reference
Add service groups See Adding and editing service groups
Assign service center employees to service groups See Adding service users to service groups
Assign populations and topics to service groups See Assigning a population and topic to a service group

13. Administrative Groups

Configure administrative groups that enable case visibility among administrators.

See Administrative groups.

Task Topic Reference
Create administrative groups See Adding and editing administrative groups

14. Populations

Add and configure the employee populations that the service center serves and that determine case routing.

See Populations.

Task Topic Reference
Add a population See Adding a population and configuring population properties
Configure topics and case routing See Assigning topics and service groups to a population
Configure privilege sets See Adding and configuring privilege sets
Configure internal system urls See Adding and configuring internal system URLs
Configure instructions See Configuring instructions for a population's case form
Configure email notifications See Notification configuration

See Activating and deactivating notifications
Configure internal notifications See Notification configuration

See Assigning notifications to a population
Assign service employees to the population See Assigning service employees to a population

15. Automatic Notifications

Configure service-level agreement alerts, reminders, and survey reminders.

See Automated notifications.

Task Topic Reference
Activate the notifications that you want to use. See Activating and deactivating notifications
Edit activated notifications. See Editing a notification's subject and message
Specify notifications that are to be logged to the case history. See Saving notifications to a case history
Schedule notifications. See Scheduling automated notifications

16. Topics

Configure the topics that are assigned to cases and that determine case routing.

See Automatic routing.

This part of the setup process requires these considerations:

  • Topics that create secured cases
  • Service level agreement hours
  • Standard operating procedures URL
Task Topic Reference
Add and configure topics. See Adding and configuring topics
Specify the standard field set. See Configuring standard field sets
Specify custom field sets. See Adding and configuring custom field sets
Configure categories. See Adding and configuring categories that can be applied to a topic
Configure subcategories. See Adding and configuring subcategories that can be applied to a category
Verify that the populations are assigned to the topics. See Assigning topics and service groups to a population.

17. Quick Cases

Create quick cases and assign them to populations, determine the service center roles that have access to them, create classifications in which to organize quick cases, and order the quick case menu list.

See Quick cases

Task Topic Reference
Create and configure quick cases. SeeConfiguring quick cases

18. Configurable Lists and Sets

Configure case elements that are referred to in other setup tasks.

Task Topic Reference
Configure contact relationships. See Adding and configuring contact relationships
Configure priority levels. See Adding and configuring priority levels
Configure sources. See Adding and configuring case source types
Configure open and closed substatuses. See Configuring case substatuses
Configure internal systems URLs. See Adding and configuring internal system URLs
Configure standard operating procedure URLs. See Adding and configuring SOPs
Configure resolution templates. See Adding and configuring resolution templates
Configure privilege sets. See Adding and configuring privilege sets
Configure standard field sets. See Configuring standard field sets
Configure custom field sets. See Adding and configuring custom field sets
Escalation templates See Initial setup overview.

19. Surveys

Configure surveys that are used to solicit feedback from employees whose cases have just been closed.

See Survey configuration.

Task Topic Reference
Add and configure surveys. See Configuring a survey

20. Topic Configuration Verification

Use the Topics report to verify that topics were set up correctly.

The Topics report includes the default service group for auto-routing but does not include category or subcategory data.
  1. Select Reports > Topics
  2. View the topic settings and verify that topics are set up as intended.

21. Service Group Verification And Cleanup

Use the Service Group report to verify that service groups were set up correctly and to delete test members and members who are no longer part of the organization before go-live.

The Service Group Members report does not include populations that are served or topics to which the service group may be assigned.

  1. Select Reports > Service Group Members
  2. View service group member settings and verify that service groups are set up as intended.
  3. To remove a service group member, select a name and click Unassign.