Self-service employee tasks and tools
Employees, managers, and field representatives can use Infor HR Knowledgebase to generate cases in Case Management. An understanding of these features can help agents and managers. Other information offers instruction for agents and managers who process cases that are created in the Knowledgebase.
Portal users can create cases with self-service features that are available directly from their Knowledgebase portal, without having to access the Case Management application.
This table shows the portal users who can create cases with self-service feature of Case Management:
| Portal user | Description |
|---|---|
| Employees | Use Ask HR to create cases on their own behalf |
| Managers | Use Ask HR For Managers to create cases that pertain to their direct reports |
| Field representatives | Use Ask HR For HR to create cases regarding employees in the service groups that they serve |
In addition to creating new cases, portal users can view cases to which they have access, view notes and attachments, and complete satisfaction surveys.