Infor Case Management is an application that organizations use to serve their employees' human resources needs. It is a service center, staffed by service representatives, or agents, who can be organized into service groups that serve specific employee populations. Case Management can be linked to your Infor HR Knowledgebase so that employees and the agents who help them can easily exchange important information as they resolve employee issues.

Employees can search the knowledgebase for solutions to their HR issues. Those who require further assistance can contact the service center by phone, chat, email, and the Ask HR button on their knowledgebase.

Service center users manage cases that describe employee issues. Cases can include attachments, notes, and links to relevant areas of the knowledgebase. A case can be created and routed to the service group whose agents are best equipped to resolve the issue. Routing is based on these factors:
  • the employee's population
  • the case topic
Service center users use dashboards, lists of cases, called queues, and reports to manage cases that are assigned to their service groups. An agent's can manage cases through this process:
  1. view a list of cases that have not yet been assigned
  2. open a case
  3. either take ownership of it or assign it to another service group

Each interaction is recorded in the system. Service center administrators and managers can use dashboards and detailed reports to monitor the performance of the entire service center. The data can be used to evaluate the workload and performance of service agents, service groups, and individuals

Note: This guide describes service center configuration. The tasks that service center users perform are discussed in the Infor HR Case Management User Guide.

Setup Administrators configure the service center so that service center users can perform their tasks within the application. Setup Administrators perform these tasks:

  • Complete the initial configuration and manage changes to the configuration of populations, service groups, routing, quick cases, lists, and general settings
  • Archives and deletes cases using the manual utilities
  • Sets field representative assignments for Ask HR for HR
  • Manages chat channel configuration settings
  • Manages email channel configuration settings
  • Manages email notifications and email error messages
  • Manages user groups for report filtering and bulk case creation