About this guide

This guide provides information for Infor Case Management. It provides insight about key concepts and practices that are related to the operation and management of a service center. It describes functions that are related to creating and servicing cases and monitoring service center performance.

Intended audience

This guide is intended for customers who use Case Management as agents, service managers, and service administrators.


This table describes the main sections of the guide.

Section Description
Self-service employee tasks and tools Tasks that are performed primarily by self-service employees, including direct managers and field representatives who can be configured to create cases regarding other employees across the organization.
Service center support tasks and tools Tasks that are performed by agents and service managers who are typically working on employee cases.
Tasks and tools for service administrators Tasks that are performed by administrators who monitor the service center.
Tasks and tools used by multiple roles Tasks that are performed by both service center support and service administrator roles.