automated case routing

The process by which populations, service groups, and case topics are combined to determine the service group that is best equipped to resolve the case.


A ticket that is generated in the system by a service agent or employee.

case form

The form that is configured for a specific population and which is populated by the person who is creating or modifying the case to record important details about the case.


A collection of employee users, usually defined by criteria such as language, region, or job level.

service group

A collection of service agent that serves one or more populations.


The broadest categorization that can be assigned to a case, such as benefits, careers, or pay.


A worker whom the service center serves.

service manager

A service center user who is a member of the ServiceMgr group. Service managers can be assigned to cases. They can be designated to access a manager dashboard, which they can use to monitor activity for one or more service groups.

service agent

A service center user who is a member of the ServiceRep group. Service agents can be assigned to work on cases.

service center user

A service agent, manager, or administrator who uses the service center to assist employees or to optimize service center performance.

set up administrator

A service center user who is a member of the ServiceAdmin group and who administers site setup and ongoing configuration.


The Infor HCM portal that is linked to the service center.


Functionality that permits a service agent to see an employee's view of the Infor Knowledgebase to help the employee navigate to content that helps to resolve the issue.


A list of cases that is relevant to the agent or manager.

chat queue

A list of employees who are waiting to chat.

SLA date

The service level agreement date, the date that the case is expected to be resolved.


A secured case is visible only to members of the Service Group to which the case is assigned. An unsecured case is visible by any service center user that serves the employee's population.