Case Management Admin UI: Administrator Role

Overview

Unqork's Case Management Solution provides business teams with an intuitive interface to manage, maintain, and monitor entity, case, and task types. Case Management administrators use this interface to customize the solution to ensure the correct information is gathered. That way, case workers can follow the correct processes to complete their work.

To learn more about the various elements that are part of the Case Management Solution, view our Introduction to Case Management Solution article.

Click the tabs below to navigate between the different Case Management settings.

Entity Types

Entity types are what you create cases and tasks against. Clicking Entity Types lets you view existing entity types and create new ones.

Navigating the Entity Type Page

The Entity Type page displays all active entity types in your Case Management Solution. Administrators use this page to create, edit, or delete entity types.

Below are the available attributes and actions administrators can take on the Entity Type page:

	Attribute	Description
1	+ Create Entity Type	Lets administrators create an entity type and define its data fields.
2	Type	The name of the active entity type.
3	Description	A description of the active entity type.
4	Actions	The available actions administrators can take on existing entity types. These actions include: Edit: Lets you edit an entity type's name, description, and data fields. Delete: Permanently deletes an entity type. If there are existing entities in an entity type, the delete action is deactivated for that entity type.

Navigating the Create Entity Type Page

Clicking + Create Entity Type navigates you to the Create Entity Type page. This page lets you create an entity type and define its data fields. Which data fields you configure depends on the type of information you want to collect. The Create Entity Type page consists of the Details and Information tabs.

Tab	Description
Details	Lets administrators name and describe the Entity Type.
Information	Lets administrators add information related to the Entity Type.

Details

The Entity Types Details contains the basic information about the Entity Type.

	Attribute	Description
1	Name*	Use this field to create a name for the entity type. * This field is required.
2	Description*	Use this field to create a description of the entity type. * This field is required.
3	Cancel	Click this button to return to the Create Entity Type page without making changes.
4	Create/Update	Clicking this button creates and applies changes to the entity type. If no fields exist in the Information tab, then this button is disabled.

Information

The Entity Types Information page lets you customize the data fields in the Entity Type. Like the Module Builder, the Information page uses a component tray and canvas layout for managing data fields.

	Attribute	Description
1	Type of Component Tray	Drag and drop one of the Custom Fields elements onto the Canvas. After dragging an element onto the canvas, the element's settings display in the Settings Pane. When you configure data fields for your Entity Type, at least one data field must have the Search and Display settings enabled. To learn more about the available data field components, view the Case Management Solution Data section of this article.
2	Canvas	Displays custom fields added from the Type Of Component Tray. Mouse over an added component to see additional settings and options.
3	Settings Pane	Displays an element's settings. When editing an element, you cannot interact with the canvas. If no element is selected, the Settings Pane is empty.

Attribute

Description

Type of Component Tray

Drag and drop one of the Custom Fields elements onto the Canvas. After dragging an element onto the canvas, the element's settings display in the Settings Pane.

When you configure data fields for your Entity Type, at least one data field must have the Search and Display settings enabled.

To learn more about the available data field components, view the Case Management Solution Data section of this article.

Canvas

Displays custom fields added from the Type Of Component Tray. Mouse over an added component to see additional settings and options.

Settings Pane

Displays an element's settings.

When editing an element, you cannot interact with the canvas.

If no element is selected, the Settings Pane is empty.

Case Management Data Fields

When creating entity, case, and task types, administrators can define the data fields for the information that case workers should collect. You'll configure data fields using components that let you define how case workers and managers interact with the case, task, or entity, and how the information is used and stored. For example, you might want the case worker to select an option from a drop-down menu. So, you'll use the Dropdown component to define the options you want case workers to select from in drop-down menu.

The available components include:

Component	Description
Text Field	Use this component when you want to gather information in sentence and paragraph form. You can determine the minimum and maximum length of the text, make it a required field, and even add a tooltip to guide the case worker or manager.
Single-Select Checkbox	Use this component to create an individual checkbox that a case worker might need to select before finishing a task, starting a case, or creating an entity instance.
Radio Buttons	Use this component to create radio buttons that case workers and managers can select. It's a best practice to use this component when you need a case worker or manager to make a single selection from five or fewer options.
File Component	Use this component to allow case workers and managers to upload assets into a case, task, or entity instance. For example, uploading a signed NDA (non-disclosure agreement) as a PDF file.
Dropdown	Use this component to provide case workers and managers the ability to select an option from a drop-down menu.
Checkboxes	Use this component to allow case workers and managers to acknowledge a statement or process. For example, checking a box to acknowledge the information above is accurate.
Columns (Task Types Only)	Use this component to organize elements in a task type.

Users

Clicking Users lets administrators create and view users and teams in the solution. Administrators can also make users and teams active or inactive, and assign them to a team. The Users page consists of the Users and Teams tabs.

Users Tab

To the left of the page, administrators can select Users to view a dashboard of all active and inactive users in the solution. Administrators can use the dashboard to filter by a specific user or team. They can also create, edit, or delete users in the solution.

Below are the available attributes and actions administrators can take when clicking the Users tab on the User Management page:

	Attribute	Description
1	+ Add User	Create a new user, or add an existing express user from your environment.
2	First Name	Filters users by their first name.
3	Last Name	Filters users by their last name.
4	Email	Filters users by their email address.
5	Team	Filters users by their assigned team.
6	Status	Filters by active or inactive users.
7	Apply Filter	Applies all filters and returns the filtered user(s) in the dashboard.
8	Clear	Clears and resets the filters.
9	Active	Whether the user is active. When set to (ON), the user is active.
10	Actions	The available actions administrators can take on existing users. These actions include: Edit: Lets you edit a user. Delete: Permanently deletes a user. If the user created a case or is assigned to a task, the delete action is deactivated.

Creating a User

From the User Management page, click + Add User and select Create New User.

Below are the available attributes and actions you can take on the Create User page:

	Attribute	Description
1	Email*	Enter an email address for this user. * This field is required.
2	Username*	Enter a username for this user. * This field is required.
3	First Name*	Enter the user's first name. * This field is required.
4	Last Name*	Enter the user's last name. * This field is required.
5	Role*	Select the user's role. Roles act as RBAC Includes the Short Answer component, Long Answer component, Select Boxes, Radio component, Dropdown, Number component and Single Checkbox. to ensure users access the correct parts of the solution. Options include: Administrator: Access to all aspects of the Case Management Solution to set up the solution, including any case or task. Case Manager: Access to a team's tasks and cases. Case Worker: Access to only their tasks and cases. * This field is required.
6	Team	Select the team where you want to assign the user.
7	Cancel	Click this button to return to the User Management page without creating the user.
8	Create	Click this button to apply changes and create the user.

Add an Existing User

The existing users list displays all Case Management users in the environment.

To add an existing user to the Case Management app:

From the User Management page, click + Add User and select Add Existing User.

From the Select Existing User list, navigate to and select a user.

Click Next: Assign Teams and Roles. The Add Existing Users To Teams and Roles page displays.

From the Team drop-down, select an existing team where you want to assign the user.

A team must exist to assign an existing user.

From the Role drop-down, assign a role to the user.

Click Add Users.

Teams Tab

To the left of the page, administrators can select Teams to view a dashboard of all active and inactive teams and their managers. Administrators can use the dashboard to filter by a specific team or status. They can also create, edit, or delete teams in the solution.

Below are the available attributes and actions you can take when clicking the Teams tab on the User Management page:

	Attribute	Description
1	+ Create Team	Lets administrators create a team using the Create Team page.
2	Team Name	Filters teams by name.
3	Team Manager	Filters teams by their case manager.
4	Status	Filters by active or inactive teams.
5	Apply Filter	Applies all filters and returns the filtered team(s) in the dashboard.
6	Clear	Clears and resets the filters.
7	Active	Whether the team is active. When set to (ON), the team is active.
8	Actions	The available actions administrators can take on existing teams. These actions include: Edit: Lets you edit a team. Delete: Permanently deletes a team. Only teams that do not include any users can be deleted.

Creating a Team

From the User Management page, click + Create Team to add a team to you solution and assign case managers and users.

Below are the available attributes and actions you can take on the Create Team page:

	Attribute	Description
1	Team Name*	Enter a name for this team. * This field is required.
2	Description*	Enter a description of this team. * This field is required.
3	Team Manager(s)*	Use this drop-down to select a case manager(s) to lead this team. * This field is required.
5	Cancel	Click this button to return to the User Management page without creating the team.
6	Create	Click this button to apply changes and create the team.

Category	Operation
Insurance	Review insurance coverage
Insurance	Obtain insurance coverage
Insurance	Service insurance policy

Task Types

Administrators can select Task Types to view a dashboard of all active and inactive task types and their assigned teams. Administrators can use the dashboard to filter by a specific task type, the team assigned to it, or its status. They can also create, edit, or delete task types, define the SLA (service level agreement), and assign a team.

Below are the available attributes and actions administrators can take on the Task Types page:

	Attribute	Description
1	+ Create Task Type	Lets administrators create a task type using the Create Task Type page.
2	Name	Filters task types by name.
3	Team	Filters task types by their assigned team.
4	Status	Filters by active or inactive task types.
5	Apply Filter	Applies all filters and returns the filtered task type(s) in the dashboard.
6	Clear	Clears and resets the filters.
7	Active	Whether the task type is active. When set to (ON), the task type is active.
8	Actions	The available actions administrators can take on existing task types. These actions include: Edit: Lets you edit a task type. Delete: Permanently deletes a task type. If there are existing task in a task type, the delete action is deactivated for that task type.

Creating a Task Type

From the Task Types page, click + Create Task Type to create a task type, define the SLA, assign a team to it, and provide any additional information that might be useful.

To the left of the Create Task Type page, there are various tabs you'll use to create your task type. These tabs include:

Tab	Description
Details	Lets administrators name the task type, define the SLA, and assign a team to it.
Checklist	Lets administrators create an optional checklist to guide case workers.
Knowledge Base	Lets administrators provide important information that can be used by the case worker.
Information	Lets administrators add information needed to complete a task type.

Details Tab

Selecting the Details tab on the Create Task Type page lets administrators configure the basic information and SLA for the task type.

Below are the available attributes and actions you can take when clicking the Details tab on the Create Task Type page:

	Attribute	Description
1	Name*	Enter a name for this task type. * This field is required.
2	SLA Unit*	The SLA's unit of measurement. This value is set to days and cannot be changed. * This field is required.
3	SLA Value*	Enter the number of days the case worker must complete this task type. * This field is required.
4	Assigned Team*	Use this drop-down to assign a team to this task type. * This field is required.
5	Link	Enter a link to other useful resources or the location where the case worker will complete this task type.
6	Description*	Enter a description of this task type. * This field is required.
7	Cancel	Click this button to return to the Task Type page without creating the task type.
8	Create	Click this button to applies changes and create the task type.

Checklist Tab

Selecting the Checklist tab on the Create Task Type page lets administrators create an optional checklist to guide case workers. Click + Add Item to add one or more items to the checklist.

Knowledge Base Tab

Selecting the Knowledge Base tab on the Create Task Type page lets administrators add useful information for the case workers.

Information Tab

Selecting the Information tab on the Create Task Type page lets administrators define what data needs to be collected when completing a task. Like the Module Builder, the Information page uses a component tray and canvas layout for managing data fields.

	Attribute	Description
1	Type of Component Tray	Drag and Drop one of the Custom Fields elements onto the Canvas. After dragging an element onto the canvas, the element's settings display on the Settings Pane. When you configure data fields for your entity type, at least one data field must have the Search and Display settings enabled. To learn more about the available data field components, view the Case Management Solution Data section of this article.
2	Canvas	Displays custom fields added from the Type Of Component Tray. Mouse over an added component to see additional settings and options.
3	Settings Pane	Displays an element's settings. When editing an element, you cannot interact with the canvas. If no element is selected, the Settings pane is empty.