Infor Case Management User Guide

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Overview of Infor Case Management
Concepts related to service center users and groups
Service center user roles
Service center groups
Administrative groups
Role-based settings
Concepts related to employee users
Concepts related to cases
Self-service employee tasks and tools
Employee Ask
Manager Ask
Field Representative Ask
Creating a case with Employee Ask
Case notes and attachments
Employee Ask quick cases
Closing and reopening cases with Employee Ask
Completing a satisfaction survey with Employee Ask
Service center support tasks and tools
Queues
Manager queue
Filtering cases in the agent or manager queue
Viewing a case from a queue
Assigning cases to agents from the manager queue
Exporting reports from the manager queue or the agent queue to .CSV
Scheduling an export for a later time
Bulk transferring cases from the agent queue or the manager queue
Agent queue
Filtering cases in the agent or manager queue
Viewing a case from a queue
Viewing and adding employee notes in the agent queue
Deleting an employee note in the agent queue
Assigning a case to yourself from the agent queue
Exporting reports from the manager queue or the agent queue to .CSV
Scheduling an export for a later time
SLA date
SLA indicators
Creating a non-employee case from the agent queue or the employee queue
Bulk transferring cases from the agent queue or the manager queue
Viewing employee notes from the agent queue
Service group cases
Directory
Searching the directory
Profile
Viewing an employee profile from the directory
Viewing employee notes from the directory
Adding an employee note from the directory
Viewing a case from the directory
Creating a new case from the directory
Cases
The case form
Case form fields
Employee access to cases
Case history
Viewing case history
The audit log
Viewing the audit log
Using the audit log to compare case histories
Creating a new case from the directory
Case notes and attachments
Viewing and updating case notes and attachments from the case form
Adding a case note to a case from the case form
Adding an attachment to a case from the case form
Removing a case note and attachment from the case form
Transferring cases
Transferring a case from the case form
Transferring a case from the agent queue
Escalating a case from the case form
Viewing and creating reminders in the case form
Deleting a reminder from the case form
Closing a case
Creating resolution templates from the case form
Closing a parent case
Reopening a case
Printing a case
Case relationships
Adding a parent to a case
Adding a child case to a case
Adding a related case
Deleting a case relationship
Watching a case and removing a watched case
Infor HR Knowledgebase integration
Viewing the knowledgebase as yourself
Viewing the Knowledgebase using employee emulation
Copying text and links from a Knowledgebase page to a case
Case archiving and unarchiving
Archiving a case from the Active Cases report
Unarchiving cases from the Archived Cases report
Archiving cases with the manual archiving utility
Scheduling automated archiving tasks
Widgets
Accessing widgets
Analytics and reports
Agent analytics
Manager analytics
Administrator analytics
Using report filters
Manually refreshing and reloading reports
Scheduling automatic report reloading or refreshing
Closing cases from the Active Cases report
Adding dimensions to analytics
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