How to Use Case Management

This topic provides an overview of how an organization might use the functionality provided by the Case Management application. Each step below links to additional topics where applicable.

  1. Prior to using the application to track customer interactions and cases, an organization defines its Case Management implementation. This includes:
    • Collecting information about the types of cases it processes. Once defined, an administrator creates metadata records as necessary in Aptify to track these options.
      • The Case Management application includes a number of services whose records populate drop-down lists on a Cases form. These services, such as Case Categories Form and Case Report Methods Form, are described in About the Campaign Management Forms
    • Designing the standard workflow for case resolutions. Once defined, a developer creates process flows in Aptify to automate aspects of this workflow.
  2. Once Case Management has been implemented for an organization, customer service personnel can begin creating cases when customers contact the organization and assigning cases to employees for resolution.
  3. Employees work on assigned cases following the workflow model defined by the organization (using Contact Logs, Tasks, and Process Flows). 
  4. If the problem or request reported by a customer is applicable to other customers as well, an employee can create an Issues record to track the resolution to that general problem or request.
  5. When an employee resolves an issue, information about the resolution can be specified in the Issues record, and the Issues record can be closed.
  6. When a case is complete, a manager reviews the results if necessary. Then, an employee closes the case. If applicable, an organization can send out customer satisfaction surveys and the results can be tracked directly on a Cases record.
  7. Periodically, management can generate reports to analyze and summarize case response time, case costs, customer satisfaction, and issue information.

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