Did you know that HR Case Management prevents users from submitting other users' case surveys?
After an agent resolves an employee's question and closes the case, HR Case Management can send an email notification to the employee with a link to an Employee Satisfaction Survey for rating the service received.
Survey results help agents discover what they do well and how they can improve.
Managers use them to monitor agents' performance while administrators track them to monitor the service center's productivity overall.
Ensuring True Results
Infor HR Case Management's survey security measures prevent inauthentic survey submissions which can skew survey score data.
Closed cases retain copies of survey notification emails, which agents can access.
However, Infor HR Case Management precludes dishonest agents from cheating the system by completing employees' surveys themselves.
Survey URLs do not appear in cases’ Email History. Thus, agents cannot copy or paste survey URLs into a browser and submit their own responses.
In Close Case notifications, if any user attempts to alter the survey URL in any way, and the user is NOT the employee listed on the survey form, the "Save" button is disabled, preventing the user from submitting the survey. The user cannot change the survey URL to point to a case for another user and complete the survey for that case.
Demonstration Flow
Step 1:
1. Log into HR Case Management as an agent (ServiceRep).
2. Open any closed case and view the Email History.
3. Note that the text “Employee Satisfaction Survey” appears instead of the full survey link URL.
This prevents the agent from copying/pasting the URL into a browser and submitting the survey for the employee.
Step 2:
When the employee opens a survey via the link in the Close Case email notification, the system prompts the employee to login which verifies the employee's credentials.
In the survey pop-up, if the employee changes the URL to point to a case for another employee, the system disables the “Save” button to prevent the employee from submitting the survey.
For example:
• The original survey is for case 8EH792JP.
• The employee attempted to change the survey URL to point to case Y6BWNS9H, which is someone else's case.
• Since the employee is not logged in as the employee for case Y6BWNS9H, the system has disabled the survey's Save button; it is “greyed out.”
For questions or more information, contact your HRSD Advisor (Customer Success Manager (CSM)).
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