Introduction to the Case Management Solution

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Overview

Unqork's Case Management Solution lets you take advantage of customizable, prebuilt components that decrease the time-to-market, provide a seamless update process, and make it easier to collaborate with all your business stakeholders. Case management is a collaborative process used by various business verticals. It lets your business manage cases involving various stakeholders and consists of intaking, processing, and monitoring information. Building your own case management system is a lengthy process that involves extensive planning, designing, coding, and exhaustive testing processes. It can also result in high costs, slow time-to-market, and regular maintenance and issue resolution.

Advantages of Unqork's Case Management Solution

Unqork's Case Management Solution is powered by Unqork's Vega runtime. Doing so ensures updates are seamless and lets your business take advantage of all future enhancements. Other advantages include:

Faster Development

Eliminates the need to build a case management system from scratch. It also enables faster development by reusing common functionality.

User-Friendly Customization

Easily define your case and task-type workflows with an intuitive user interface. It also eliminates the need for complex data mappings, enhancing development efficiency.

Maintainability and Upgrades

Enables non-technical users to create and update case and task types effortlessly. It also ensures a seamless update process when new versions are available.

Installing the Case Management UPackage

Unqork's Case Management Solution is available as a complete package at the Workspace level. In your workspace, you'll activate the UPackage UPackages are preconfigured, resuable assets that you can install into your environment and Unqork applications. using the Workspace settings.

IMPORTANT  Once activated, you cannot deactivate the Case Management Solution from your workspace.

To activate the Case Management Solution package:

1. Open the workspace where you want to install the UPackage.
2. At the top right, click ···.
3. Select Settings. The Workspace Settings modal A modal is a window that appears on top of the content you are currently viewing. displays.
4. At the left of the modal, select Installed UPackages.
5. Set Case Management to (ON).

You can now configure a module-type application in this workspace and take advantage of Unqork's Case Management Solution.

Using the Case Management Solution

Unqork's Case Management Solution includes various assets and an intuitive Admin UI The UI (user interface) is a device's end-user interaction and communication point. It can include display screens, keyboards, and mouse. It is also how a user interacts with your application. to empower your business team to collaborate effectively and build applications faster.

These assets include:

Case ManagementData Model

After activating the Case Management Solution in your workspace, modules contain the Case Management component tray, which comes with preconfigured components from a Data Model. After you drag and drop these components onto the canvas, no further configuration is needed. All Data Model components ensure the data is collected and stored in the correct data type.

Case Management APIs

Unqork's Case Management Solution includes various preconfigured, back-end APIs to quickly and easily customize your solution. These CRUD CRUD refers to the four critical operations for creating and managing data elements in your applications. It stands for create, read, update, and delete. APIs let you perform actions on entities, tasks, cases, notifications, reporting, and entity, case, and task types. Configuring these APIs on the back-end using a Plug-In component lets business administrators, case workers, and managers perform actions on the administration page without any further configuration.

TIP  To learn more about configuring Unqork's Case Management Solution in a module, view our Configuring the Case Management Solution article.

Available API endpoints include:

API Endpoint Description

Get All Cases

A GET API call that retrieves all cases from your solution.

Get Case by ID

A GET API call that retrieves a specific case from your solution using its unique identifier.

Update Case

A PUT API call that lets you update a specific case in your solution.

Create Case

A POST API call that lets you create a case in your solution.

Get All Case Types

A GET API call that retrieves all case types from your solution.

Get Case Type by ID

A GET API call that retrieves a specific case type from your solution using its unique identifier.

Update Case Type

A PUT API call that lets you update a specific case type in your solution.

Create Case Type

A POST API call that lets you create a case type in your solution.

Get All Categories

A GET API call that retrieves all categories from your solution.

Get Category by ID

A GET API call that retrieves a specific category from your solution using its unique identifier.

Update Category

A PUT API call that lets you update a specific category in your solution.

Create Category

A POST API call that lets you create a category in your solution.

Get All Entities

A GET API call that retrieves all entities from your solution.

Get Entity by ID

A GET API call that retrieves a specific entity from your solution using its unique identifier.

Update Entity

A PUT API call that lets you update a specific entity in your solution.

Create Entity

A POST API call that lets you create an entity in your solution.

Get All Entity Types

A GET API call that retrieves all entity types from your solution.

Get Entity Type by ID

A GET API call that retrieves a specific entity type from your solution using its unique identifier.

Update Entity Type

A PUT API call that lets you update a specific entity type in your solution.

Create Entity Type

A POST API call that lets you create an entity in your solution.

Get All Tasks

A GET API call that retrieves all tasks from your solution.

Get Task by ID

A GET API call that retrieves a specific task from your solution using its unique identifier.

Update Task

A PUT API call that lets you update a specific task in your solution.

Create Task

A POST API call that lets you create a task in your solution.

Get All Task Types

A GET API call that retrieves all task types from your solution.

Get Task Type by ID

A GET API call that retrieves a specific task type from your solution based on its unique identifier.

Update Task Type

A PUT API call that lets you update a specific task type in your solution.

Create Task Type

A POST API call that lets you create a task type in your solution.

Admin UI

Once your module is configured, use the Admin Setup page to configure your solution. Administrators can use this page to create users, categories, and entity, case, and task types.

IMPORTANT  The data you want collected or manipulated in your solution depends on the Data Model components you configured in your module.

To access the Admin Setup page:

1. Open the workspace where you activated the Case Management Solution.
2. At the top right, click ···.
3. Select Case Management Setup. The Admin Setup page opens in a new tab.

A static image displaying the Case Management Administration page.

Business administrators will use this page to configure the solution. The following table defines the different elements of the Case Management Solution that the administrator must configure:

Element Description

User

The initial user is an SSO user. They'll create a user for themselves in the Case Management application. Then, moving forward, they will use their Case Management login credentials. Admin users are Designer Creators use Deisgner View to build and manage modules in the Unqork Designer Platform. users while case workers and case managers are Express Express View is how your end-user views you application. Express View also lets you preview your applications to test your configuration and view the styling. This is also the view your end-users will see when interacting with your application. After configuring a module, click Preview in the Module Builder to interact with the module in Express View. users.

Role

Roles determine what level of access users have on the solution's Admin UI. Available roles include:

  • Administrator: Has the same permissions as a case manager, but can also create case types, task types, users, teams, and customize notifications.

  • Case Manager: Has the same permissions as a case worker, but can also reassign tasks and receive escalations from case workers.

  • Case Worker: Can only accept and complete tasks.

Team

Depending on business verticals, multiple teams can exist in the solution. Users are then assigned to those teams to complete their specific cases and tasks in their vertical.

Category

Categories are the organizational structure of the solution. Administrators can use up to five category levels and an unlimited number of categories.

Case workers and managers select these categories and sub-categories when creating a case task.

Entity Type

Entity types are defined by the entities being serviced by the cases. For example, if this entity type is for a customer support solution, a Client entity type could be defined by first name, last name, and email address fields.

Case Type

Case types define the tasks and the execution order for the case worker. Case types also define the data that must be collected to create the case.

Task Type

Task types define the basic units of work and the data fields the case worker must complete when working on the task.

Entity

Entities are a specific instance of an entity type. For example, if the entity type is Client, the entity could be John Doe.

Case

Cases are a specific instance of a case type. They define what steps case workers must complete and which order they are completed in.

Task

Tasks are the basic unit of work performed by a case worker. For example, if this is a client onboarding solution, a task could be to perform a KYC (Know Your Customer) verification. This task is a single unit of work that is performed by a single case worker.

TIP  To learn more about configuring Unqork's Case Management Solution in a module, view our Configuring the Case Management Solution article.

Resources