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 ensure all of your organization’s desired features and options have been considered and configured properly.

As an administrator, 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. This list shows 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

Enablement

This table shows enablement tasks related to the application, self-service navigation menu items, and case management for candidate onboarding in the Global Human Resources framework:


Task	Topic Reference
Enable the application	See Enabling Case Management.
Optionally, enable the self-service modules	See Enabling Case Management self-service modules.
Enable case management for candidate onboarding for your organization	See Enabling Case Management for candidate onboarding.

General organization-level settings

This table shows tasks for configuring 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.

Service Level Agreement

This table shows tasks for configuring organization-level service level agreement settings used to calculate SLA dates:


Task	Topic Reference
Configure SLA settings	See Configuring service level agreement settings for the organization.
Set up a calculation method to calculate the SLA due date for job application cases.	See Setting up the calculation method for job applicant cases.
Set the Reset on reopen setting	See Adding and editing service groups.

Notifications

This table shows tasks for configuring delivered automated email notifications used to communicate information to stakeholders:


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.
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 and Scheduling automated notifications.
Schedule Survey Reminders	See Automated notifications and Scheduling automated notifications.

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 Infor HR Talent.

This table shows the enablement and configurations of telephony in Case Management:


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

Case relationships

This table shows tasks for configuring potential interactions between cases, including relationships, parent-child structures, and cascading closing rights:


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

Templates

This table shows tasks for configuring templates that agents use when closing cases with common resolutions and for configuring emails sent to candidates:


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.
Create email templates	See Setting up email templates.

Case printing

This table shows tasks for configuring service user roles with permission to print cases:


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

Bulk case creation and transfer

Bulk case creation and transfer enable service center users to create and transfer multiple cases simultaneously for employees and job applicants within the same population. This table shows related configuration tasks:


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

Employee Profiles in Manager Ask and Field Representative Ask

This table shows tasks for configuring employee profile visibility 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.

Integration with Infor HR Knowledgebase

This table shows tasks for enabling and configuring integration with the Infor HR Knowledgebase, including URL setup, label and identifier configuration, and role-based availability:


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

Service Center Employees

This table shows tasks for adding and activating service center employees who serve as agents, managers, administrators, and field representatives:


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.

Service Groups

Service groups are set up by creating the groups, assigning service center users, and defining reason-for-transfer and service-level agreement parameters, including supporting service groups. You can also configure service groups to specifically support job application cases.

This table shows tasks for adding and editing service groups:


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.

Administrative Groups

This table shows tasks for configuring administrative groups that enable case visibility among administrators:


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

Populations

This table shows tasks for adding and configuring the populations that the service center users serve and that determine case routing:


Task	Topic Reference
Add a population	See Adding a population with an employee or non-employee case type and configuring population properties.
Specify a population for job application cases	See Setting up population with a job application case type.
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 and Activating and deactivating notifications.
Configure internal notifications	See Notification configuration and Assigning notifications to a population.
Assign service employees to the population	See Assigning service employees to a population.

Automatic Notifications

This table shows tasks for configuring service-level agreement alerts, reminders, and survey reminders:


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

Topics

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

See Automatic routing and topics.

This part of the setup process requires these considerations:

Topics that create secured cases
Service level agreement hours
Standard operating procedures URL

This table shows tasks for configuring topics:


Task	Topic Reference
Add and configure topics	See Adding and configuring topics.
Configure standard field sets to define case field behavior	See Configuring standard field sets.
Specify custom field sets	See Adding and configuring custom field sets.
Configure categories.	See Adding and configuring categories applied to a topic.
Configure subcategories	See Adding and configuring subcategories applied to a category.
Configure substatuses to use as triggers for automation when creating cases for job applicants and moving job applications to workflow steps.	See Configuring case substatuses.
Verify that the populations are assigned to the topics	See Assigning topics and service groups to a population.
Set up case automation	See Setting up case automation for job application cases.

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.

This tables shows tasks for configuring quick cases or case templates:


Task	Topic Reference
Create and configure quick cases	See Setting up quick cases.

Configurable Lists and Sets

This table shows tasks for configuring case elements that are referenced 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.

Surveys

This table shows tasks for configuring surveys used to solicit feedback from employees after their cases are closed:


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

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.

Select Report Catalog > Case Management.
View the topic settings and verify that topics are set up as intended.

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.

Select Report Catalog > Case Management > Service Group Members.
View service group member settings and verify that service groups are set up as intended.
To remove a service group member, select a name and click Unassign.