Create a project

A Case Manager project connects your source data to a team, a set of rules and a schedule. You set it up in four steps, then publish it to create the case dashboard.

Create the project

Click Create Project - It’s at the top of the Case Manager home page.
Name it - Fill in Project Name in the New Project dialog.
Click OK - The project setup page opens.

The project setup page

The page has two parts:

Quick Start Guide - Four tiles, one for each step. Click a tile to read about that step. Completed steps show a tick.
Project Details - The Project Name and a tile for each step: CHOOSE DATA SOURCE, ASSIGN A WORKGROUP, DEFINE ALERT RULES and SET LIST MANAGEMENT RULES.

Work through the steps in order. Each step only opens once the one before it is done. When a step is complete, its tile shows a summary. Click the tile to change it.

Step	Add tile	See
1. Choose source data	Add a Data Source	Choose data source
2. Assign a workgroup	Add a Workgroup	Workgroups
3. Define alert rules	Configure Alert Rules	Alert rules
4. Set list management rules	List Management	List management

At the bottom of the page:

SAVE saves the project name and your progress.
PUBLISH publishes the project. See Publish the project.
CLOSE goes back to the Case Manager home page.

Step 1: Choose source data

Click Add a Data Source
Choose the source type - In Select Source Data Type, choose Data Store, Survey or File.
Choose the data source - Click the survey or data store you want. Use the search box to find it in a long list.
Choose your variables - Drag variables from the list of available variables into Trigger Variables and Case Details. See Trigger variables and case details.
Click Preview - Data Source Preview shows how your case tiles will look, using the first 100 rows of your data. Flip the tiles to check both sides.
Click Finished - Or click Back to change your variables.

If your data source doesn’t have any data yet, you’ll see “Your data source currently contains no data. Preview shows data labels only”.

Trigger variables and case details

	What they’re for	Examples
Trigger Variables	The fields your alert rules look at to decide which records become cases. They’re shown on the back of each case tile.	NPS or satisfaction rating, a category such as state, a comment
Case Details	The information your team needs to handle the case. They’re shown on the front of each case tile, in the order you add them.	Customer name, phone number, email address, store

Some variable types can’t be used:

Trigger Variables can’t be date, date-time, multi-response or GUID variables.
Case Details can’t be multi-response variables.

If you try to add one, you’ll see “Error - You cannot add this type of variable to the list.”

You can’t remove a trigger variable that an alert rule uses. You’ll see “This variable is being used in this Project’s alert rules. Please change the alert rules accordingly before deleting.” Change the rule first.

The type of trigger variable decides what kind of rule you can build. See Alert rules.

Publish the project

Once all four steps are done, click PUBLISH.

When it works, you’ll see Publish succeeded: “Your project has published successfully and the dashboard can be viewed here. Please allow up to 5 minutes for your first cases to arrive.” Click VIEW DASHBOARD to open it, or CLOSE.

Publishing a new project:

creates the project’s dashboard;
shares the project with every member of its workgroup;
creates a File Bank folder for the files your team shares on the Connect tab.

If publishing fails, you’ll see Unable to publish project, and the project stays unpublished. Try again later.

Once a new project is published, its setup becomes read-only on that page. To change it, use Edit.

Edit a published project

Click Edit - On the project’s row on the Case Manager home page.
Make your changes - Click the step tiles to change them, just like when you created the project.
Click PUBLISH - Your changes go live. You’ll see “Your project has published successfully and the dashboard can be viewed here.”

Your changes are kept in a draft until you publish them, so the live project keeps running in the meantime.

Some older projects can’t be edited. You’ll see “This project cannot be edited. Please contact your Account Manager for details”. Older projects that use the previous rule builder also show “This version of rule builder is outdated. Please create a new project to get the advantages of latest version.”

Frequently asked questions

Why can’t I open the next step?

Steps open in order. Finish the step before it first. Its tile shows a tick when it’s done.

Why can’t I drag a variable into Trigger Variables?

Date, date-time, multi-response and GUID variables can’t be trigger variables. Use a different variable, or add it to Case Details instead.