Contents
- Overview
-
Populations
- Adding a population
- Editing a population
- Setting population privileges
- Assigning a user group to a population
- Unassigning a user group from a population
- Configuring a population's SLA settings
- Configuring a population's case form
- Configuring quick cases
-
Lists
- Configuring chat channel messaging
- Adding and configuring closed case substatuses
- Adding and configuring contact relationships
- Configuring email channel error messages
- Adding and configuring open case substatuses
- Adding and configuring priority levels
- Adding and configuring resolution templates
- Adding and configuring SOPs
- Adding and configuring case source types
- Configuring a survey
- Notification configuration
-
Service groups
- Adding and editing a service group
- Assigning populations to a service group
- Unassigning populations from a service group
- Configuring service group chat
- Assigning service users to a service group
- Modifying service center users chat authorization and limit settings
- Unassigning service users from a service group
- Routing and escalation
-
General settings
- Email Channels
- Configuring email settings on the Infor side
- Configuring case creation from email
- Adding and editing email templates
- Using a copy of a template to create a new template
- Deleting a template
- Deleting cases manually
-
Application settings
- Configuring analytics and reports settings
- Configuring automated task settings
- Configuring telephony settings
- Configuring directory settings
- Configuring bulk transfer settings
- Configuring chat settings
- Configuring resolution template settings
- Configuring relationship settings
- Configuring bulk case creation settings
- Configuring additional settings
- Ask HR for HR field rep assignments
- Configuring a standard dashboard layout
- Migration utility configuration
- Assigning user groups for filtering
- Purging a user and anonymizing data from Case Management
- Exporting user data
- Blocking data processing for a specific user
- Glossary