Overview of Infor Case Management
Case Management is an application that organizations use to manage and resolve workforce-related activities. Case Management is commonly used as a service center, staffed by agents, to support employees with IT or human resources issues. In addition, Case Management can monitor and track all activities required to onboard job applicants. These activities include workflows from offer acceptance to the start date.
Case Management can be integrated with the Infor HR Knowledgebase. This integration enables employees and service representatives to exchange information efficiently while they resolve issues or complete tasks. Employees can search the knowledgebase for HR-related answers and contact the service center by phone, chat, email, or the Employee Ask button if they require additional assistance.
Case Management includes configurable case routing logic that matches cases with the best qualified service representatives to resolve them. This routing capability supports both employee service requests and candidate onboarding cases, ensuring timely handling of inquiries, tasks, and exceptions.
For candidate onboarding, Case Management supports the creation of case tickets for job applicants to track and manage pre-employment activities. These cases provide a structured way to monitor onboarding-related tasks and exception handling, such as failed background checks or drug screenings. Case Management for candidate onboarding ensures that required activities are completed before the employment start date.
By centralizing onboarding activities within Case Management, organizations reduce reliance on manual, fragmented workflows and disconnected data sources. Each job applicant case contains candidate-specific information, including the candidate’s name and associated job requisition details. This information distinguishes job applicant cases from employee cases. Case Management for candidate onboarding also supports coordination across case management, transition management, and talent acquisition processes within a single, integrated platform.
- Service users can be organized into groups that support specific employee or job applicant populations or topics. For example, one service group may support executive employees, while another handles medical compensation topics. Based on the individual’s population and the case topic, cases are routed to the service group best qualified to resolve them.
- Service center users manage cases that describe employee or job applicant issues. Cases can include attachments and notes. They are routed to the appropriate service group based on population and case topic.
- Service center users organize and process cases using case lists, called queues, and analytics. Service center users also use analytics to monitor the performance of service agents, service groups, and the overall service center. They monitor performance through a comprehensive set of measurable data points.