Assigning a Primary Topic to Service Center Employees

As an administrator, you can assign a Primary Topic to Service Center Employees. When you assign a Primary Topic to a user or case agent, the highest priority cases in the topic are automatically assigned by the system when the user clicks the Get Case button.

See Infor HR Talent User and Administration Library (Cloud and On-premises) and select User > Case Management.

  1. Select Administration > Setup.
  2. In the Service Center pane, click Service Center Employees.
  3. Select a name from the Service Center Employee list.
  4. In the Primary Topic field, click Search.
  5. From the list, select a Primary Topic.
  6. Click Save.
    Note: Optionally, you or a manager can also assign a primary topic to a service center employee through Shifts > Primary Topics.

    See Infor HR Talent User and Administration Library (Cloud and On-premises) and select User > Case Management.