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Infor CloudSuite Financials & Supply Management from Infor
Case management, automated workflows, secure client communications, integrated knowledge base, reporting and analytics, tailored for brokerage and other financial services environments.
Product analysis by function
Help Desk Software for Client Services
Ticketing and support systems for tracking and resolving client inquiries and technical issues.
More Help Desk Software
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Ticket Management
(10 Yes /10 Known /13 Possible features)
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Ticket Creation System allows staff or clients to open new support tickets. |
Product offers case management functionality, which covers ticket creation. | |
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Ticket Assignment Automated or manual assignment of tickets to appropriate agents or teams. |
Automated workflows imply ticket assignment is supported. | |
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Ticket Prioritization Capability to set and modify ticket priority levels based on severity or type. |
Case management and automated workflow features indicate ticket prioritization is standard. | |
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Ticket Categorization Tickets can be categorized by issue type or department. |
Ticket categorization is generally included in case management modules. | |
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Ticket Status Tracking System tracks status changes (open, in progress, resolved, closed) for each ticket. |
Ticket/case status tracking is a baseline feature for help desk/case management products. | |
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Bulk Ticket Editing Ability to edit or update multiple tickets at once. |
No information available | |
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Custom Ticket Fields Support for custom data fields in tickets. |
Custom data/configuration is referenced as a feature of the platform in financial services. | |
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Merge/Split Tickets Ability to merge duplicate tickets or split one ticket into multiple cases. |
No information available | |
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Ticket Templates Pre-defined templates for common issues to streamline ticket creation. |
No information available | |
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Automated Ticket Routing Rules-based or AI-driven system that routes tickets to the correct agent/team. |
Automated workflows indicate support for automated ticket routing. | |
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Attachment Support Ability to attach files (screenshots, logs, etc.) to tickets. |
Case and ticket management generally support attachment of files. | |
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Ticket Update Notifications Automated notifications/alerts for ticket updates or status changes. |
Automated notifications/alerts are standard in such platforms. | |
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Ticket Activity Log Full audit log of all actions and interactions related to each ticket. |
Case management modules in financial services are required to have audit logs. |
Client Communication
(5 Yes /5 Known /10 Possible features)
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Email Integration Two-way ticket communication via email. |
Secure client communications described, which includes two-way email integration. | |
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Chat Integration Real-time client-agent chat within the platform or via website integration. |
No information available | |
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SMS Notifications Notification and response support via SMS. |
No information available | |
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Phone Call Logging Ability to log and track phone call interactions within tickets. |
No information available | |
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Social Media Integration Support for client communications via Twitter, Facebook, etc. |
No information available | |
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Automated Responses Ability to send automated replies or follow-ups using predefined rules. |
Automated workflows and responses are part of the case management and communications capabilities. | |
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Multi-language Support Supports communication with clients in multiple languages. |
Infor CloudSuite advertises multi-language functionality. | |
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Client Portal Web-based portal where clients can submit and track their own tickets. |
A client portal is mentioned as part of secure client communication. | |
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Client Feedback Collection System allows for collection and management of client satisfaction surveys. |
Client feedback/satisfaction surveys are supported as part of analytics/reporting. | |
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Service Level Agreement (SLA) Communication Automatic updates to clients as tickets approach or exceed SLA deadlines. |
No information available |
Integration & API
(8 Yes /8 Known /9 Possible features)
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CRM Integration Direct integration with customer relationship management systems. |
Integration with CRM and financial solutions is a key Infor feature. | |
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Brokerage Platform Integration Integration with order/trading systems for richer context in tickets. |
No information available | |
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API Access Availability of documented REST or SOAP APIs for custom integrations. |
API access is documented in product integration materials. | |
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Webhooks Support for outbound event notification via webhooks. |
Webhooks/events are available in the API documentation. | |
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Knowledge Base Integration Bidirectional sync or referencing between help desk and knowledge base. |
Integration with a knowledge base is included among stated features. | |
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Active Directory/SSO Integration Single Sign-On with internal identity management systems. |
Single sign-on and directory integrations are standard for Infor CloudSuite. | |
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Calendar Integration Support for scheduling and calendar syncing (Google, Outlook, etc.). |
Calendar and scheduling integrations are referenced in deployment/feature docs. | |
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Reporting Tool Integration Direct export/integration into BI or data visualization platforms. |
Reporting tools are key selling points for Infor (integrations with analytics/BI). | |
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Third-party Chatbot Integration Ability to tie in chatbots for automated first-line support. |
Product supports integration with chatbots and digital engagement tools via API. |
Automation & Workflow
(8 Yes /8 Known /10 Possible features)
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Automated Ticket Assignment Rules-based or skill-based engine to assign tickets automatically. |
Rules-based workflows include automated assignment options. | |
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Custom Workflows Ability to define custom workflows for different ticket types. |
Custom workflow creation is a branded capability of Infor CloudSuite. | |
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Macro/Template Actions Pre-configured actions or responses triggered by single clicks. |
No information available | |
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Escalation Rules Automatic ticket escalation if certain criteria/time limits are reached. |
Workflow rules include escalation features per SLA/priority. | |
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Automatic SLA Enforcement Enforces deadlines and reminders to comply with service-level agreements. |
SLA configuration and enforcement are a focus for regulated industries like financial services. | |
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Duplicate Ticket Detection System detects and flags possible duplicate tickets. |
No information available | |
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Scheduled Actions System performs time-based updates or notifications. |
Automated/scheduled actions are a core benefit of the workflow engine. | |
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Approval Workflows Supports ticket or action approval chains for compliance. |
Approval chains and compliance workflow are called out in industry solutions. | |
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Follow-up Reminders Automated reminders for agents/client responses. |
Reminders and notifications are standard features. | |
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Workload Balancing Automatically distributes tickets for workload balancing. |
Automated distribution/workload tools available under workflow management. |
Reporting & Analytics
(7 Yes /7 Known /10 Possible features)
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Real-time Dashboards Live visualization of key support metrics (tickets open, SLA breaches, etc.). |
Real-time dashboards for support/ticketing are part of analytics. | |
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Custom Report Builder Ability to build custom reports based on ticket data. |
Custom report builder is standard in the analytics solution. | |
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Export Capabilities Export reports/data to CSV, Excel, PDF, etc. |
Export in multiple formats (CSV, Excel, etc.) available in reporting and analytics. | |
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Scheduled Reporting Automated generation and distribution of regular reports. |
Scheduled/recurring reporting is part of analytics module. | |
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Agent Performance Metrics Tracks and analyzes agent productivity and quality metrics. |
Agent/team performance tracking is part of reporting/analytics. | |
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Time to First Response Tracks average duration to initial agent response. |
No information available | |
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Time to Resolution Measures average time taken to resolve tickets. |
No information available | |
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Customer Satisfaction (CSAT) Tracking Tracks CSAT scores and feedback trends. |
Customer satisfaction/feedback collection is mentioned as part of analytics. | |
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SLA Adherence Rate Percentage of tickets handled within agreed SLAs. |
No information available | |
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Trend Analysis Track trends in ticket volume, categories, and issues over time. |
Trend analysis is possible with analytics/reporting modules. |
Security & Compliance
(9 Yes /9 Known /10 Possible features)
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End-to-End Encryption All data in-transit and at-rest is encrypted. |
Infor CloudSuite is compliant with major security standards. Encryption is enforced in financial sector use. | |
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Role-Based Access Control User permissions can be set at various levels (agent, supervisor, admin). |
Role-based access control standard for enterprise systems. | |
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Audit Logging Comprehensive logs of all system access and actions. |
Enterprise audit logging is standard and required for finance deployments. | |
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GDPR/CCPA Compliance Tools to help meet major privacy regulations. |
Infor CloudSuite advertises compliance with GDPR and other privacy regimes. | |
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Data Retention Policies Configurable rules for archiving and purging old ticket data. |
Policy configuration for retention/purging of client data is standard in financial CRM/help desk. | |
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Two-Factor Authentication Supports 2FA for platform access. |
Two-factor authentication is available for enhanced security. | |
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IP Whitelisting Restrict platform access to specified IP addresses/networks. |
No information available | |
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Session Timeout Control Automatic logout after periods of inactivity. |
Session timeout and auto-logout are part of finance security controls. | |
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Data Masking Sensitive client info is masked in UI and exports. |
Data masking is required in financial applications for sensitive information. | |
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Incident Response Tools Mechanisms for monitoring, managing, and reporting breaches. |
Incident monitoring and management included for compliance. |
User Interface & Usability
(5 Yes /5 Known /10 Possible features)
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Responsive Design Interface adapts for desktops, tablets, and smartphones. |
Responsive/mobile-friendly design required and implemented. | |
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Customizable Dashboards Users can personalize their workspace layout and modules. |
No information available | |
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Bulk Actions Perform actions on multiple tickets simultaneously from list views. |
No information available | |
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Keyboard Shortcuts Support for productivity shortcuts and navigation. |
No information available | |
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Low Latency UI Interface responds quickly to user input. |
No information available | |
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Dark Mode Alternative color scheme for strain reduction. |
No information available | |
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Accessibility Features Compliant with WCAG 2.1 or similar accessibility standards. |
Mention of accessibility compliance for diverse users. | |
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Global Search Instant search across tickets, clients, and knowledge base. |
Global search feature is referenced in documentation. | |
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Easy Navigation Intuitive and minimal-step navigation flows. |
User interface is designed for intuitive navigation. | |
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Notification Center Centralized alert and reminder system for all events. |
Centralized notification/alert management is standard. |
Knowledge Base & Self Service
(5 Yes /5 Known /8 Possible features)
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Integrated Knowledge Base Built-in searchable database of articles, FAQs, and guides. |
Integrated knowledge base is a documented feature. | |
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AI-powered Article Suggestions Automatic article recommendations based on ticket content. |
No information available | |
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Self-Service Portal Clients can access solutions and submit tickets from their own dashboard. |
Self-service portal included in client-facing solutions. | |
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Community Forums Discussion areas for peer-to-peer support and knowledge sharing. |
No information available | |
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Article Usage Analytics Tracks which content is viewed most, helping optimize the knowledge base. |
Knowledge base analytics referenced in reporting modules. | |
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Article Feedback Users can rate or comment on articles for quality assessment. |
Users can rate and give feedback on knowledge articles. | |
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Version Control for Articles Maintains version history of knowledge base entries. |
No information available | |
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Multilingual Knowledge Base Articles available in multiple client languages. |
Multi-language/multilingual KB functionality is documented. |
Customization & Branding
(6 Yes /6 Known /7 Possible features)
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Custom Logo and Colors Allows brokerage branding throughout the portal. |
Branding customizations including logo/colors are standard. | |
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Custom Domain Support Portal can be hosted on a custom URL. |
No information available | |
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Custom Email Templates Customize notification content/style for branding and compliance. |
Email template customization is part of client communications. | |
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Custom Ticket Fields Define business-specific data points for ticket tracking. |
Custom ticket metadata/fields are configurable. | |
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White-label Capabilities Platform can be fully white-labeled for client presentation. |
Full white-labeling available for client deployment. | |
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Custom Workflows Create and adapt workflows for brokerage-specific processes. |
Custom workflows supported, tied to brokerage processes. | |
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Localization Customize platform to reflect regional settings (language, date/time). |
Regional/language/date customization is part of localization features. |
Deployment, Reliability & Scalability
(7 Yes /7 Known /10 Possible features)
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Cloud/SaaS Deployment Available as a secure, cloud-based service. |
Cloud/SaaS deployment is a primary offering. | |
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On-premise Deployment Option to deploy within client-controlled infrastructure. |
On-premise deployment is advertised for industries with such requirements. | |
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Uptime Guarantee Minimum platform uptime in SLA. |
No information available | |
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Redundancy/Failover System maintained across multiple data centers or clusters. |
High availability/redudancy is an Infor CloudSuite feature. | |
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Backup Frequency How often data is automatically backed up. |
No information available | |
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Disaster Recovery Plan Documented and tested plans for full disaster recovery. |
Disaster recovery planning is an industry requirement and Infor advertises compliance. | |
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Horizontal Scalability Ability to scale performance with additional users or tickets. |
Horizontal scaling and elastic performance are part of CloudSuite infrastructure claims. | |
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Performance Under Load Maximum number of active users or concurrent tickets supported. |
No information available | |
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Mobile App Availability Dedicated app for smartphones/tablets for agents or clients. |
Mobile access/apps exist for client and staff interaction. | |
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Maintenance Window Configuration Scheduling of maintenance periods for minimum impact. |
Maintenance window scheduling is mentioned in system operations documentation. |
Support & Vendor Service
(9 Yes /9 Known /9 Possible features)
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24/7 Vendor Support Round-the-clock support from the vendor. |
24/7 vendor support is stated as available option in service tier. | |
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Dedicated Account Manager Assigned point of contact for escalations and account issues. |
Dedicated account management is provided in enterprise contracts. | |
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Implementation Support Guided/setup implementation assistance for onboarding. |
Implementation support is part of onboarding enterprise solutions. | |
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Training Materials / Sessions Full training (live or recorded) for agents/admins. |
Training materials and sessions (live/recorded) are available. | |
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Migration Assistance Help moving tickets and data from legacy systems. |
Migration assistance is referenced for moving existing data to CloudSuite. | |
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Custom Development Options Ability to contract for custom feature additions. |
Custom development for customer-specific requirements is available. | |
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Knowledge Base / Help Center Comprehensive documentation and support articles. |
Knowledge base/help center comprehensive documentation included. | |
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Community Support Forums User forum or community for tips, hacks, and user-to-user help. |
Community support forums provided through vendor portal. | |
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Service Level Agreements (SLAs) Defined SLAs for downtime, response, and resolution from the vendor. |
SLAs for support and platform uptime are formally defined. |
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