Infor HR Knowledgebase integration

If HRSD Knowledgebase is configured for the employee’s population, then agents can view the HRSD Knowledgebase through HRSD Case Management in these ways:

Standard view shows everything that you have access to according to your own permissions. This is useful when you want to research an issue on behalf of an employee.
Emulation view shows everything that the employee has access to according to the employee’s permissions. This is useful when you want to view the HRSD Knowledgebase as the employee views it.

Note: If Ask HR for Managers and Ask HR for HR are implemented, then the managers and field representatives have these same abilities.

The employee has to have logged in to HRSD Knowledgebase at least once before Emulation view is functional.

With either view, the logged-in user can copy text or page links from the HRSD Knowledgebase attachments to a new or existing case.

With emulation, an agent or other service center user can access the same pages of the HRSD Knowledgebase as the employee. Specifically, the groups to which the service center user belongs are replaced with the groups to which the emulated user belongs. So the service center user has access to the same HRSD Knowledgebase pages as the emulated user. Any system-inherent service center roles, such as ServiceAdmin, ServiceMgr, ServiceRep, and CMsetup, are not removed or applied.