Getting started with Case Manager
Feedback is only useful if someone acts on it. Case Manager watches your survey or data store for the responses that need attention, such as a low NPS score, a complaint, or a comment that mentions cancelling, and turns each one into a case. Your team can then pick up each case, contact the customer, record what they did, and close it.
It’s built for service recovery and close-the-loop programs: you decide which records become cases, who handles them, how quickly they need attention, and how often new ones arrive.
How it works
Section titled “How it works”- Create a project - Name your project. See Create a project.
- Choose your source data - Pick a survey or data store, the Trigger Variables your rules will look at, and the Case Details your team will need. See Choose your source data.
- Assign a workgroup - Choose the team that will handle the cases. See Workgroups.
- Define alert rules - Set the conditions that turn a record into a case, and optionally set its priority and who it’s routed to. See Alert rules.
- Set list management rules - Choose how often the project checks for new cases, how many come through, who’s notified, and the SLA. See List management.
- Publish - Case Manager creates a dashboard and shares it with your workgroup.
- Manage the cases - Your workgroup assigns, updates and closes cases on the Case Management tab, talks on the Connect tab, and tracks performance on the Reporting tab.
Opening Case Manager
Section titled “Opening Case Manager”There are two ways in:
- Application grid: on Portal home, click the Case Manager card. Depending on your screen size, you may need to scroll down to find it.
- Application quick access: click Apps in the header bar, then choose Case Manager in the quick access dialog.
Case Manager isn’t designed for small screens. On a phone you’ll see “This content is not suitable for a small screen. Please switch to a desktop device.”
The Case Manager home page
Section titled “The Case Manager home page”Case Manager opens on a list of the projects and workgroups you’ve created or had shared with you.
Searching, sorting, filtering, grouping, tagging and pinning work the same way as everywhere else in the Portal. See Find & organize content.
If you don’t have any projects or workgroups yet, you’ll see two cards instead: Case Manager Project (“Create a Case Management Project”) and Case Manager Workgroup (“Create a Workgroup Team”). Click Let’s Go! on either one.
Status
Section titled “Status”The Status column shows whether a project is live. Hover over the icon to see the status.
| Status | What it means |
|---|---|
| Published | The project is live. Its dashboard is available and it’s checking for new cases. |
| Draft | The project hasn’t been published yet. |
Creating a project or workgroup
Section titled “Creating a project or workgroup”Click Create Project at the top of the page. Click the arrow next to it and choose Create Workgroup to create a workgroup instead.
Row actions
Section titled “Row actions”Hover over a row to see the actions for it. These work the same way they do on Portal home. See Find & organize content and Share content.
- View on a published project opens its dashboard. On a draft project, it opens the project setup.
- Edit on a project opens its setup so you can change it. See Edit a published project.
- View or Edit on a workgroup opens the workgroup. See Workgroups.
- Duplicate makes a copy of a project or workgroup, named after the original with ” - Copy” on the end. The copy appears in the list.
- There’s no Rename action. To rename a project, change its Project Name on the setup page. To rename a workgroup, change its Workgroup Name in the workgroup.
Who can do what
Section titled “Who can do what”There are two kinds of access in Case Manager: access to the project, which comes from sharing, and your role in the workgroup, which controls what you can do with cases.
Workgroup roles
Section titled “Workgroup roles”| Role | What you can do on the dashboard |
|---|---|
| Admin | Assign cases to any workgroup member, including reassigning them. Update case status and add notes. |
| Resource | Assign cases to yourself only. Update case status and add notes. |
It’s a good idea to have at least two Admins, so someone can reassign cases when a team member is away or leaves.
The member list can also show a Project Owner role, but you can’t choose it when you add or edit a member.
Project access
Section titled “Project access”When you publish a project, Case Manager shares it with every member of its workgroup so they can open the dashboard. To let other people, such as managers or stakeholders, see the dashboard, share the project with them. See Share content.
Frequently asked questions
Section titled “Frequently asked questions”What’s the difference between a project and a workgroup?
A project decides which records become cases and how they’re handled. A workgroup is the team that handles them. You can use the same workgroup in many projects.
Can I use any data store?
The data store needs a primary key, so Case Manager can tell records apart. See Keys, codeframes & multi-response.
Why didn’t my first cases appear straight away?
After you publish a new project, allow up to 5 minutes for the first cases to arrive. After that, new cases arrive on the refresh schedule you chose.