Infor HR Case Management User Guide

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About this guide
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Overview
Self-service employee tasks and tools
Ask HR
Ask HR Quick Cases
Creating a case with Ask HR
Viewing cases within Ask HR
Case notes and attachments
Closing and reopening cases within Ask HR
Knowledgebase Ask HR auto search
Completing a satisfaction survey in Ask HR
Ask HR for Managers
Ask HR for Managers Quick Cases
Viewing manager hierarchy
Creating a case for a direct report
Creating a case for another manager's direct report
Creating a case for yourself
Viewing cases within Ask HR for Managers
Viewing employee profiles within Ask HR for Managers
Case notes and attachments
Closing and reopening cases within Ask HR for Managers
Completing a satisfaction survey in Ask HR for Managers
Using KB to view the Knowledgebase
Using HRIS to access a client HR Information System
Ask HR for HR
Ask HR for HR Quick Cases
Creating a case for yourself
Creating a case for an employee you serve
Viewing cases within Ask HR for HR
Viewing employee profiles within Ask HR For HR
Case notes and attachments
Closing and reopening cases within Ask HR for HR
Completing a satisfaction survey in Ask HR for HR
Using KB to view the Knowledgebase
Using HRIS to access a client HR Information System
Case Management mobile
Service center support tasks and tools
Manager queue
Assigning cases to agents from the manager queue
Bulk transferring cases from the manager queue
Filtering cases in the agent queue or manager queue
Agent queue
Filtering cases in the agent queue or manager queue
Viewing a case from the queue
Viewing employee notes from the queue
Exporting reports from the agent queue or the manager queue
Assigning a case to yourself from the agent queue
Reminders
Viewing and editing reminders in the queue
Deleting a reminder from a queue report
SLA date
SLA indicator
Bulk transferring cases from agent queue reports
Creating a parent case from scratch
Showing and hiding columns in the agent queue and manager queue
Chat
Chatting with employees
Attaching a chat dialogue to a case
Ending a chat
Adding time to the chat wrap up timer
Resetting the chat wrap up timer
Setting the chat alert sound
Directory
Identifying an employee with Get Caller
Searching for a case in the directory by case number
Viewing a case from the directory
Creating a new case from the directory
Profile
Viewing an employee profile from the directory
Viewing employee notes
Adding an employee note
Dashboards
Agent dashboard
Manager dashboard
Personalizing dashboards
Manager chat monitor
Chat Monitor Column Headings
Accessing the chat monitor
Cases
The case form
Case form fields
Employee access to cases
Case history
Viewing case history
Creating a new case from the directory
Creating a quick case
Case notes and attachments
Viewing and updating notes and attachments
Adding a note to a case
Adding an attachment to a case
Removing a note or attachment
Changing the name of an attachment in a case
Transferring a case
Transferring a case to a service group
Transferring a case to another agent
Creating a reminder in the case form
Deleting a reminder from the case form
Closing a case
Creating resolution templates from the case form
Closing a parent case
Reopening a case
Printing a case
Case cloning
Cloning a case
Creating a parent case by cloning
Sending an email from the case form
Adding an attachment to an email
Deleting an attachment from an email
Viewing email history
Case relationships
Creating a parent case from scratch
Adding a parent to a case
Adding a child to a case
Adding a related case
Bulk case creation
Creating multiple cases simultaneously with bulk case creation
Tasks and tools for service administrators
Admin dashboard
Filtering populations and service groups in dashboards
Administrator Chat Monitor
Chat Monitor Column Headings
Tasks and tools used by multiple roles
General dashboard functions
Filter clear button functionality
Filtering populations and service groups in dashboards
Filtering time frame
Using additional filtering
Personalizing dashboards
Printing dashboard charts
Exporting dashboard reports
HR information system access
Infor HR Knowledgebase integration
Viewing the Knowledgebase as yourself
Viewing the Knowledgebase using employee emulation
Copying text from a Knowledgebase page to a case
Attaching a link to a Knowledgebase page to a case
Analytics and reports
Closing cases from the Active Cases report
Archiving cases from the Active Cases report
Unarchiving cases from the Archived Cases report
Showing and hiding columns in the Active Cases report
Creating triage rules
Creating close rules
<Glossary>
automated case routing
case
case form
chat queue
employee
emulation
knowledgebase
population
queue
secured/unsecured
service agent
service center user
service group
service manager
set up administrator
SLA date
topic
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