Adding a population

The first step to adding a population is configuring the Properties. When you have added the population and configured its properties, you must assign the population to groups, and you can perform additional configurations.

Log in to Case Management as CMsetup administrator.
Click Settings.
Click Populations.
Click Add Population.
Specify this information:

Name

The name of the population.

Description

A description of the population, for your reference.

Priority

The priority of the population.0-999, used when an employee user is a member of more than one population. 1 is highest priority. For all cases, if an employee is a member of multiple populations, the population with the highest priority is set by default.

Service Center Profile

Leave the standard default value cm-cases-f-profile. This is the pattern code for the employee profile viewed by service center users in the Directory. An Infor developer will modify this profile according to the specification and create separate profiles per population if necessary.

HR Ask HR Profile

Leave the standard default value cm-hr-f-profile. This is the pattern code for the employee profile viewed by field representatives through the Ask HR for HR module. An Infor developer will modify this profile according to the specification and create separate profiles per population if necessary.

Mgr Ask HR Profile

This is the means by which the employee profile can be viewed by managers through the Ask HR for Managers module. If the client wants a profile for service managers, then set this to cm-mgr-f-profile and modify as required. An Infor developer will modify this profile according to the specification and create separate profiles per population if necessary.

Non-owner Edit

If set to Yes, anyone with access to the case can edit it. When set to No, only the assigned Agent can edit the case.

HRIS URLs: Mgr Ask HR

The link to the Human Resources Information System that is available from Ask HR For Managers.

HRIS URLs: HR Ask HR

The link to the Human Resources Information System that is available from Ask HR for HR.

HRIS URLs: Case

The link to the Human Resources Information System that is available to service center users who have access to the case.

Label: Ask HR

If Ask HR is implemented and you want to change the name of Ask HR as it is referenced in the application, input the new label here.

Label: Ask HR For Managers

If Ask HR For Managers is implemented and you want to change the name of Ask HR For Managers as it is referenced in the application, input the new label here.

Label: Ask HR For HR

If Ask HR For HR is implemented and you want to change the name of Ask HR For HR as it is referenced in the application, input the new label here.

Label: Agent Alias

Specify an alias. This alias is displayed in self-service modules instead of the agent’s actual name. The agent’s name is still displayed in the service center view of the case.

Knowledgebase

Set to Yes if implementing the Knowledgebase product.

Ask HR Auto-Search

Set to Yes to enable the Knowledgebaes auto-search feature for employees who create cases using the service center modules. When this feature is enabled and an employee creating a case in a service center module enters a subject in the case, search results that are related to the subject are shown to help the employee find information in Knowledgebase. The search results might direct the employee to information in Knowledgebase that may negate the need to create a new case. Set to No to disable Auto Search.

Labels 1-3

The labels that correspond to the launch points that are shown in the Look in menu that is available when an agent uses the Knowledgebase as it is configured for an employee's populations. A typical configuration uses Home, Search, and Sitemap.

URLs 1-3

The urls that are associated with the launch points.
Click Add. The new population displays in the list.
Click each of the tabs to configure additional settings that are associated with the population.