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Infor HR Case Management Administration Guide
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About this guide
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Overview
Populations
Adding a population
Editing a population
Configuring employee notes
Setting population privileges
Assigning a user group to a population
Unassigning a user group from a population
Configuring the SLA settings of a population
Population case form
Configuring population case form
Adding options to a custom drop-down menu
Unsupported characters for custom fields
Configuring quick cases
Exporting quick cases
Lists
Configuring chat channel messaging
Adding and configuring closed case substatuses
Adding and configuring contact relationships
Configuring email channel error messages
Adding and configuring open case substatuses
Adding and configuring priority levels
Adding and configuring resolution templates
Exporting resolution templates
Adding and configuring SOPs
Adding and configuring case source types
Survey form
Configuring a survey
Notification configuration
Configuring properties for all notifications
Configuring properties for each notification
Configuring the email confirmation for case data delivery
About tokens
Routing and escalation
Adding and configuring topics
Assigning service groups to topic tiers
Copying a topic to another population
Adding and configuring categories
Adding and configuring subcategories
General settings
Email Channels
Configuring email settings on the Infor side
Configuring case creation from email
Mapping for manual email
Mapping for system-generated email
Adding and configuring a mailbox
Use cases and examples for system formatted emails
Use cases for user mapping for case creation
Editing ad hoc email settings
Adding and editing mailboxes
Editing email channel error handling settings
Adding and editing email templates
Using a copy of a template to create a new template
Exporting email templates
Deleting a template
Deleting cases manually
Application settings
Configuring analytics and reports settings
Configuring automated task settings
Configuring telephony settings
Configuring directory settings
Configuring bulk transfer settings
Configuring bulk case creation settings
Configuring chat settings
Configuring resolution template settings
Configuring relationship settings
Configuring control labels
Configuring process builder rights
Configuring search and replace rights
Configuring access to selecting export file type
Configuring scheduled exports
Configuring closed case editing rights
Configuring topic-driven quick cases
Configuring case notes threshold for select reports
Configuring feature toggles
Configuring additional settings
Ask HR For HR settings
Ask HR for HR field rep assignments
Assigning or editing employee user groups for FieldRep
Configuring the case sharing method
Dashboard settings
Configuring a standard dashboard layout
Enabling multi-chart dashboards
Configuring the functionality of the dashboard filter Clear button
Migration utility configuration
Copying populations
Copying routing
Copying service groups
Assigning user groups for filtering
Configuring user groups as dashboard chart filters
Purging a user and anonymizing data from Case Management
Exporting user data
Blocking data processing for a specific user
Enabling manager hierarchy
Enabling selection of multiple categories and subcategories
Enabling sharing cases with managers
Service groups
Adding and editing a service group
Assigning populations to a service group
Unassigning populations from a service group
Configuring service group chat
Assigning service users to a service group
Modifying service center users chat authorization and limit settings
Unassigning service users from a service group
Process Builder
Managing triage rules
Managing close rules
Audit information
Glossary
automated case routing
case
case form
population
service group
topic
employee
service manager
service agent
service center user
set up administrator
knowledgebase
emulation
queue
chat queue
SLA date
secured/unsecured
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