About this guide

This guide provides information about key concepts and practices that are related to the setup and configuration of an Infor Case Management service center.

Intended audience

This guide is intended for customers who use Case Management as setup administrators.

Organization

This table shows the main topics that are described in this guide.

Table 1. Administration guide organization
Section Description
Overview Essential components and concepts
Populations Setup for employee populations that are used in case routing
Case Configuration Setup for case forms
Survey Configuration Setup for surveys that employees submit
Service Groups and Service Center Users Setup for groups of managers, agents and for employees
Automated Routing Setups for elements that determine how cases are routed to service groups
General Settings Application settings and settings for export and telephony