Did you know about the Email Channels integration for Case Management?
When employees cannot find the information they need by searching the Knowledgebase (KB), they can contact the Case Management (CM) service center by phone, via chat, or by clicking Ask HR on the Home page to submit a question via a CM case.
Email Channels allow employees to contact the CM service center and interact with agents by email.
The Email Channels integration is used to:
- Create cases from inbound emails
- Send and receive emails directly from the case view
Emails Channels implementation can include one or both of its two services:
- Case Creation channel
- Ad Hoc channel
About the Case Creation Channel
The Case Creation channel creates new cases from inbound emails. It can receive inbound emails sent manually and automatically (system-generated).
Case Creation Channel: Manual Email Method
- The employee uses an email application (e.g., Outlook) to send an email to the appropriate configured mailbox on the customer’s server.
- The email redirects to a configured mailbox on the Infor cloud server.
- The Case Management system generates a case from the email.
- The Case Management system sends the email to the appropriate agents (service group) which alerts them that the case exists.
- The case's email history saves and stores a copy of the email.
Case Creation Channel: System-generated Email Method
Online forms (e.g., Perfect forms, Outlook forms) can trigger email alerts. These are system-generated emails.
- The employee completes and submits the online form which triggers a system-generated email.
- The appropriate mailbox on the customer’s server receives the system-generated email.
- The email redirects to the appropriate mailbox on the Infor cloud server.
- The Case Management system sends the email to the appropriate agents (service group) which alerts them that the case exists.
- The case's email history saves and stores the original email.
About the Ad Hoc Channel
The Ad Hoc channel is for existing cases—specifically, for sending email messages to and from existing cases.
The Ad Hoc channel tracks email communications sent to and from existing cases.
Agents can:
- Send emails manually to the employee from the case view. These are Ad Hoc emails.
- Use templates (pre-configured emails) to send Ad Hoc emails from the case view.
Employees can:
- Reply to the Ad Hoc email sent by the agent by clicking Reply in their email editor (e.g., Outlook).
- Manually reply to the Ad Hoc email by creating a new email in their email editor and including the case number in square brackets in the email’s Subject.
The case’s email history logs and saves Ad Hoc emails.
Customers can add standardized email templates for agents to use when replying to emails in the case view. Templates can be configured to allow agents to edit the subject and message.
The Ad Hoc channel configuration can:
-
Allow users to attach the case’s files to Ad Hoc emails.
-
Allow users to attach files from a personal computer to Ad Hoc emails.
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Save embedded links (URLs) that appear in the email body as link attachments to the case.
Attachments saved to the case appear on the case form’s Notes & Attachments tab.
Implementation
Implementing Email Channels requires configuration tasks on both the Infor side and the customer side.
Infor collaborates with the customer to:
- Implement the Email Channel(s);
- Set up mailboxes;
- Configure the Email Channel(s) settings in Case Management Admin; and
- Perform email testing.
Useful Documents
HR Case Management Administration Guide, Release 2023
Infor HR Case Management Administration Guide provides information for Infor Case Management including the Email Channels integration plus insight about the key concepts and practices related to the set up and configuration of a service center. This guide is for customers who use Case Management as set up administrators.
V11 CM: Email Channels Integration
Refer to this document for additional details about the Email Channels applications and guidelines for their setup and configuration processes.
For questions or more information, contact your HRSD Advisor (Customer Success Manager (CSM)).
