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 or agents who can serve specific employee populations. Setup Administrators can link Case Management to your Infor HR Knowledgebase so that employees and the agents who help them can exchange important information as they 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 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.
This table shows the service center user roles and their associated tasks:
| Service center role | Description |
|---|---|
| Self-service employee | Users with this role can perform these tasks:
|
| Agent and service manager | Users with this role can perform these tasks:
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| Service administrator | Users with this role can perform these tasks:
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