Overview

Infor Case Management is an application that organizations use to serve the Human Resources (HR) needs of their employees. Case Management is a service center staffed by service representatives and agents who serve specific employee populations depending on their designated service group. You can link Case Management to Infor HR Knowledgebase so that employees and the agents can exchange information to resolve employee issues.

Employees can search the knowledgebase for solutions to their HR issues. Employees who require further assistance can contact the service center by phone, chat, email, or through Ask HR 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. The employee’s population and the selected case topic form the basis for routing the case to the appropriate service group.

Service center users use dashboards, lists of cases called queues, and reports to manage cases that are assigned to their service groups. An agent can view a list of cases that are not yet assigned, open a case and 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 analytics features, including dashboards and detailed reports. Tools for administrators and managers help monitor the performance of service agents, service groups, and the service center with comprehensive, measurable data points.

Note: This guide describes service center configuration. See Infor HR Case Management User Guide for tasks that service center users can perform.

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

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