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Infor Case Management User Guide
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About this guide
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 and job application cases
Concepts related to cases
Self-service employee tasks and tools
Employee Cases
Manager Ask
Field Representative Ask
Creating a case as an employee
Quick cases for employees
Closing and reopening cases as an employee
Completing a satisfaction survey as an employee
Service center support tasks and tools
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
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 notes and attachments
Adding notes to a case
Adding attachments to a case
Removing case notes and attachments
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
Creating resolution templates from the case form
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 hiding and unhiding
Hiding a case
Unhiding cases from the Hidden Cases report
Queues
Agent queue
Filtering cases in the Queue menu
Viewing a case from a queue
Viewing job applicants’ cases as an agent
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
Using the Get Case button
Exporting reports from the agent queue to .CSV
Scheduling an export for a later time
SLA date
SLA indicators
Creating a non-employee case from the queue
Creating a case for job applicant
Cloning a case
Closing a case
Closing a parent case
Reopening a case
Printing a case
Bulk transferring cases from the agent queue or the manager queue
Manager queue
Filtering cases in the Cases menu
Viewing a case as a manager
Viewing job applicants’ cases as a manager
Assigning cases to agents
Exporting reports as a manager
Service group cases
Shifts and primary topics
Assigning a Primary Topic to Service Center Employees as a manager
Shifts and shift planning
Preplanning shifts
Widgets
Accessing widgets
Analytics and reports
Agent reports
Manager reports
Administrator reports
Using report filters
Refreshing and reloading reports manually
Scheduling automatic report reloading or refreshing
Closing cases from the Active Cases report
Adding dimensions to analytics
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