Did you know HR Case Management can email resolutions to employees in bulk as part of the bulk close process?
About Bulk Cases
Service center users can create multiple cases simultaneously for employees who are members of the same population. It can be enabled for service managers, agents, or both.
Permissions for bulk case creation can be granted to agents and service manager roles. Service center users who have permissions for bulk case creation access the feature from their respective queues.
Bulk case creation success and failure notifications are standard for a population and can be configured. If bulk case creation is enabled, then notifications should be enabled for all populations.
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 employees search for employees individually and create the cases. The feature can be used to create standalone cases or child cases of a parent case.
Enabling Bulk Close for Cases
Agents and service managers use the Bulk Case Creation feature (if it is enabled) to create multiple cases at once.
For bulk operations, you can:
- Enable all service users that have access to the Active Cases report to close and archive cases from the report, or;
- Limit the operations to service administrators.
How to Enable Bulk Close for Cases
1. Log into the portal as a CMsetup administrator.
2. In the administration menu, click Administration.
3. Under Administration, click Case Management Admin.
4. In the Case Management Admin menu, click Application Settings.
5. On the Application Settings page, in the Bulk Tasks section, under Bulk Transfer, click the Agent/Service Rep and ServiceMgr sliders to set them to "Yes" as appropriate.
6. In the Bulk Tasks section, under Bulk Case Creation, click the Agent/Service Rep and ServiceMgr sliders to set them to "Yes" as appropriate.
7. Click Update.
8. In the Case Management Admin menu, click User Group Filtering Options.
9. On the User Group Filtering Options page, to grant a group permission to create bulk cases:
- In the Bulk Case Creation column, double-click on the "No" setting.
- From the drop-down list, click "Yes."
- Click Update.
Analytics & Reports
Bulk cases are shown in analytics and reports like other cases. The Bulk Cases Log is a report that shows data about cases that have been created as bulk cases. The report can be used to monitor case loads by service group which is useful for viewing the cases created in each batch. Access to this report should be assigned to service center user roles with permission to create bulk cases.
You can configure settings for:
- Bulk close
- Bulk archive
- The Resolution Trends chart; and
- The Active Cases Additional Info chart
How to Configure Bulk Case Analytics and Reports Settings
1. Log into the portal as a CMsetup administrator.
2. In the administration menu, click Administration.
3. Under Administration, click Case Management Admin.
4. In the Case Management Admin menu, click Application Settings.
5. On the Application Settings page, under Analytics/Report, to include bulk cases in analytics, under Analytics Report, click on the Bulk Close slider to set it to "Yes."
- The "Yes" setting enables all service users with access to the Active Cases report to close the report's cases in bulk or individually. To grant permission to service administrator users only, set it to “No.”
6. To archive bulk cases, click the Bulk Archive slider to set it to "Yes."
- The "Yes" setting enables all service users with access to the Active Cases report to archive the report's cases in bulk or individually. To grant permission to service administrator users only, set it to “No."
7. On the Application Settings page, under Resolution Trends Chart:
- For customers that have Infor HR Knowledgebase, set Apply Tier 0 to Yes to apply Tier 0 to the Resolution Trends Chart. Benchmarks are set in the Tier fields.
- In the Tier fields (Tier 0-3), enter the benchmarks, in days, which are applied to each of the tiers.
The Resolutions Trends chart is used to compare the actual percentage of all cases that were closed within a time frame to benchmark percentages that are set here. Individual benchmarks can be set for each tier.
If your organization has implemented Infor Knowledgebase, you can configure Tier 0 to be displayed on the chart or hide Tier 0.
If your organization does not use Knowledgebase, Tier 0 is not shown on the chart. The default settings, based on Gartner’s recommended best in class performance percentages, are:
- Tier 0 = 66%
- Tier 1 = 28%
- Tier 2 = 6%
- Tier 3 = blank, meaning there is no benchmark for Tier 3
You can also remove benchmarks from the chart.
Note:
The system reports the percentage of Tier-0 cases that are actually closed as an estimate. The estimate is determined by a formula: the total number of unique user logins (excluding service user roles and users with access level >=2) minus the total number of cases that were created. This number is then divided by the total number of logins. For example, with 1500 unique user logins and 250 cases that were created: [1500 –250] / 1500 = 0.83. The result is a Tier 0 resolution of 83%.
8. On the Application Settings page, under Active Cases Additional Info Report, in the Template Labels From field, select a population.
- This report uses the custom fields that have been configured for the selected population. If your system uses populations with multiple languages, the population selected determines the labels that are used. This report is useful only if all populations are using custom fields for the same purpose.
9. Click Update.
Bulk Case Resolution Email Message
Bulk case creation success and failure notifications are standard for a population and can be configured. If bulk case creation is enabled, then notifications should be enabled for all populations.
How to Close Bulk Cases
To send the bulk case email resolution to employees for bulk close, set the case's Show EE setting to "Yes."
How to View the Bulk Cases Log
1. Log into the portal as a CMsetup administrator.
2. In the site administration menu, click Analytics.
3. Under Analytics, click Case Management Analytics.
4. In the Case Management Analytics menu, click Other Reports.
5. Click Bulk Cases log.
6. In the Filter Options column, enter the desired bulk case parameters:
- Task ID
- Created by
- Case No
- Status [open or closed]
- Topic
- Subject Contains
- Issue Contains
- Population
- Service Group
- Tier
- Assigned To
7. Click Apply to view the log.
Access the Infor HR Case Management Administration Guide for reference.
For questions or more information, contact your HRSD Advisor (Customer Success Manager (CSM)).
