Configuring bulk case creation settings

With bulk case creation, service center users can create multiple cases simultaneously for employees who are members of the same population. It can be enabled for service managers, agents, or both. Depending on the configuration of your site, service center users can import groups of employees and create cases for them. If the import feature is not configured, then service center employees search for employees individually and create the cases. The feature can be used to create standalone cases or child cases of a parent case.

Permissions for bulk case creation can be granted to agents and service manager roles. Service center users who have permissions for bulk case creation access the feature from their respective queues.

Bulk case creation success and failure notifications are standard for a population and can be configured. If bulk case creation is enabled, then notifications should be enabled for all populations.

Bulk cases are shown in analytics and reports like other cases. The Bulk Cases Log is a report that shows data that is related to cases that were created as bulk cases. Access to this report is should be given to service center user roles that have permission to create bulk cases. The report can be used to monitor case loads by service group and is useful to view the cases that were created in each batch..

If one or more roles in enabled, you must perform additional configurations:

  • Set appropriate access to the Bulk Cases Log
  • Enable the Bulk Cases Created and Bulk Cases Failed notifications
  • If client wants to be able to import by group, the employee groups that are available for Bulk Case Creation purposes must be configured by CMsetup or EnwisenAdmin user from the User Group Filtering Options menu.
  1. Log in as CMsetup administrator.
  2. Select Administration > Case Management Admin.
  3. Click Application Settings.
  4. In the Bulk Case Creation Settings area, specify this information:
    Select Yes to enable bulk case creation for this group.
    Select Yes to enable bulk case creation for this group.
  5. Click Update.
  6. In the Case Management Admin menu, click User Group Filtering Options.
  7. In the Bulk Case Creation column, double=click the value that is associated with the group that you want to have permission to create bulk cases and set to Yes.
  8. Click Update.
  9. Repeat for all groups that you want to have permission.