About this guide

This guide provides information for Infor Case Management. It provides insight about key concepts and practices that are related to the setup and configuration of a service center.

Intended audience

This guide is intended for customers who use Case Management as setup administrators.


This table shows the main topics that are described in this guide.

Section Description
Overview An overview of the application.
Populations Information about employee populations.
Service groups Information about service center service groups that serve the populations.
Routing and escalation Information about the use of populations and service groups to configure automatic case routing and escalation.
Configuring quick cases Information about quick case configuration.
Lists Information about list configuration.
General settings Information about the configuration of application-level settings and settings for specific features like email channels email templates, dashboard layout, user group assignment, and the migration utility.