Configuring bulk case creation settings

With bulk case creation, service center users can create multiple cases simultaneously for employees who are members of the same population. You can enable bulk case creation for service managers, agents, or both. Depending on the configuration of your site, service center users can import groups of employees and create cases for them. If the import feature is not configured, then service center users search for employees individually and create the cases. You can use bulk case creation to create standalone cases or child cases of a parent case.

You can grant permissions for bulk case creation to agent and service manager roles. Service center users who have permissions for bulk case creation access the feature from their respective queues.

Success and failure notifications for bulk case creation are standard for a population. You can configure these notifications. If bulk case creation is enabled, then you must enable notifications for all populations.

Bulk cases are displayed in analytics and reports like other cases. The Bulk Cases Log is a report that shows data related to cases that are created through bulk case creation. You must grant access to this report to service center user roles that have permission to create bulk cases. You can use the report to monitor case loads by service group and to view the cases that are created in each batch.
Note: 

If one or more roles are enabled, you must perform these additional configurations:

  • Set appropriate access to the Bulk Cases Log.
  • Enable the Bulk Cases Created and Bulk Cases Failed notifications.
  • If the client requires the ability to import by group, CMsetup and EnwisenAdmin users must configure the employee groups that are available for bulk case creation through the User Group Filtering Options menu.
  1. Log in as CMsetup administrator.
  2. Select Administration > Case Management Admin.
  3. Click Application Settings.
  4. In the Bulk Case Creation Settings area, specify this information:
    Agent/ServiceRep
    Select Yes to enable bulk case creation for this group.
    ServiceMgr
    Select Yes to enable bulk case creation for this group.
  5. Click Update.
  6. In the Case Management Admin menu, click User Group Filtering Options.
  7. In the Bulk Case Creation column, double click the value that is associated with the group that requires permission to create bulk cases, and set the field to Yes.
  8. Click Update.
  9. Repeat step 7 for all groups that require permission.