Case Management Foundation

Learn how case types represent a customer Microjourney™ from beginning to a desired outcome. Design the life cycle of a case type as a series of steps...

The mayor of MyTown wants to increase resident engagement and improve the town’s responsiveness to issues raised by residents.

To achieve this goal...

Guide users through the case life cycle by identifying the current status of a case and adding instructions to enable users to complete assigned tasks...

After reviewing the progress on the service request case development, the MyTown mayor and the services coordinator see additional areas for...

Set goals and deadlines on steps, processes, stages, and entire cases to enforce the timely completion of work.

You are developing an application MyTown311 to capture and manage requests for city services. Ensure that service request repairs are scheduled...

Assign responsibility for completing a task to one or more users.

The MyTown 311 application allows residents to submit service requests. Specific members of the city government perform assignments in the Service...

Configure an approval process to allow users to approve or reject tasks within the workflow.

The MyTown services coordinator wants to review all the repairs performed as a result of a resident service request. If the repair is satisfactory...

Generate and send automated emails during the case life cycle to notify customers and users of changes to a case.

The mayor of MyTown wants users to receive email updates when the reported issue is resolved. 

The following table provides the credentials you need...

Specify conditions that help identify potential duplicate submissions to avoid duplication and reduce inefficiency.

InsCorp wants to ensure that only one assistance request case is processed for each request. Customers sending assistance requests may have difficulty...

Use temporary cases to save storage and improve system performance.

InsCorp learns that many customers begin service requests and partially fill out their information before abandoning the case. To avoid accumulating...

Allow users to decide whether to perform additional actions on a case, such as updating account information or cancelling a case.

InsCorp wants to ensure that customers can cancel service requests at any time. Add the Cancel request process as a case-wide optional action to...

Automate decision-making to reduce processing time and ensure consistency between cases.

When customers submit a request for roadside assistance with InsCorp, a customer service representative (CSR) manually validates whether or not the...

Skip processes and entire stages that are not needed for a case.

Roadside assistance requests are covered for customers who have opted for the higher membership coverage level. Configure the Enter payment...

Create child cases to model work performed by different parties, that follows different reporting options, that follows different reporting frames...

InsCorp is launching a roadside assistance service as a coverage option for automobile insurance policies. Configure the Assistance request case type...

Enforce dependencies using the Wait step. The Wait step allows you to pause and resume case processing when the case meets conditions that you define...

InsCorp is launching a roadside assistance service as a coverage option for automobile insurance policies. During the Service stage, the customer...