Infor HR Case Management

Functional links to file locations in emails

Links to intranet files can be copied from the email history and pasted into a file explorer. This enables service representatives and employees to use links that were sent through the email channel to access files.

No configuration is required.

My Cases & Unassigned Cases report

A new report, My Cases & Unassigned Cases, was added to the agent queue. This report shows the combined results of the My Cases report and the Unassigned Cases report.

No configuration is required.

Service group cloning

Any service representative’s service groups can be cloned to another service representative in one step So the second service representative has access to the same service groups as the initial service representative. Organizations use this function to add a set of groups to a service representative in one step instead of assigning groups one by one.