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.
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.
NOTE 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.
NOTE 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.
IMPORTANT When you configure data fields for your Entity Type, at least one data field must have the Search and Display settings enabled.
TIP 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.
NOTE 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.
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.
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.
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.
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.
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.
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.
NOTE 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:
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:
1.
From the User Management page, click + Add User and select Add Existing User.
2.
From the Select Existing User list, navigate to and select a user.
3.
Click Next: Assign Teams and Roles. The Add Existing Users To Teams and Roles page displays.
4.
From the Team drop-down, select an existing team where you want to assign the user.
NOTE A team must exist to assign an existing user.
5.
From the Role drop-down, assign a role to the user.
6.
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.
NOTE 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.
Categories
Administrators can click Categories to view and create a high-level organizational system for different business verticals. Administrators can use up to five category levels and an unlimited number of categories.
For example, administrators could have a high-level category of Insurance and a sub-category of Operation. Then, they could define the sub-category separately while using the same Insurance category. For example, they could define the sub-category in the following way:
Category
Operation
Insurance
Review insurance coverage
Insurance
Obtain insurance coverage
Insurance
Service insurance policy
You can also add or delete rows using the Add Row and Delete buttons. Or, click into existing row values and update them. Once complete, click Update Category.
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.
NOTE 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.
IMPORTANT When you configure data fields for your entity type, at least one data field must have the Search and Display settings enabled.
TIP 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.
NOTE 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.
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.
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.
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.
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.
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.
Use this component to organize elements in a task type.
Case Types
Administrators can select Case Types to view a dashboard of all active and inactive case types. Administrators can use the dashboard to filter by a specific case type, category, or status. They can also create, edit, or delete case types, and create tasks.
NOTE The example image below displays a single category and sub-category. Based on the configuration, there could be more sub-categories.
Below are the available attributes and actions you can take on the Case Types page:
Attribute
Description
1
+ Create Case Type
Lets administrators create a task type using the Create Case Type page.
2
Name
Filters case types by name.
3
Category
Filters case types by the category configured using the Categories option.
4
Sub-Category
(Operation)
Filters case types by the sub-category configured using the Categories option.
TIP The Case Management Solution can have up to four sub-categories to filter by.
5
Active
Filters either active or inactive case types.
6
Apply Filter
Applies all filters and returns the filtered task type(s) in the dashboard.
7
Clear
Clears and resets the filters.
8
Active
Whether the case type is active. When set to (ON), the case type is active.
9
Actions
The available actions administrators can take on existing case types. These actions include:
Edit: Lets you edit a case type.
Delete: Permanently deletes a case type.
NOTE If there are existing cases in a case type, the delete action is deactivated for that case type.
Creating a Case Type
From the Case Types page, click + Create Case Type to create a case type, define its entity and categories, determine its priority, and create tasks.
On the Create Case Type page, there are various tabs you'll use to create your case type. These tabs include:
Tab
Description
Details
Lets administrators name the task, define the SLA, and assign a team to the task type.
Information
Lets administrators set up the information the case workers must complete to create the case.
Tasks
Lets administrators define the list of tasks that need to be executed to complete the case.
Rules
Lets administrators define if/then conditions for a case type.
Details Tab
Selecting the Details tab on the Create Case 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 Case Type page:
Attribute
Description
1
Case Type Name*
Enter a name for this case type.
* This field is required.
2
Entity Type*
Use this drop-down to assign this entity type to a case type.
* This field is required.
3
Region
Select the region for this case. After selecting a region, the Country, State/Province, City, and Neighborhood fields become available.
4
Country*
Select the country for this case. The State/Province drop-down populates after selecting a region.
* This field is required.
5
State/Province*
Select the state or province for this case. The City drop-down populates after selecting a state or province.
* This field is required.
6
City*
Select the city for this case. The Neighborhood drop-down populates after selecting a city.
* This field is required.
7
Neighborhood*
Select the neighborhood for this case.
* This field is required.
5
Priority*
Use this drop-down to select the default priority for this case type. Options include High, Medium, and Low.
* This field is required.
6
Description
Enter a description of this case type.
7
Cancel
Click this button to return to the Case Type page without creating the case type.
8
Create
Click this button to applies changes and creates the case type.
IMPORTANT You must complete the Information, Tasks, and Rules tabs to create a case.
Information Tab
Selecting the Information tab on the Create Case Type page lets administrators create the case worker requirements necessary to complete the case type. Click + Add Case Information to select a component and configure its settings.
TIP To learn more about the available data field components, view the Case Management Solution Data section of this article.
Tasks
Selecting the Tasks tab on the Create Case Type page lets administrators create the tasks case workers must complete to finish the case type. Once administrators add tasks, they can set up the execution order in which case workers must complete them.
To add a task:
1.
Click + Add Task.
2.
In the Task Type Name field, enter the name of a task type you want to filter by. Or, from the Team drop-down, select a team to filter by. You can also leave these fields blank to return all task types.
3.
Click Search.
4.
Select the task type(s) you want to add to the case type.
5.
Drag and drop the task tiles into each row to define in what order you want them completed. The tasks will be completed from top to bottom of the dashboard. You can also add more than one task to a row if you want them completed simultaneously.
Rules
Selecting the Rules tab on the Create Case Type page lets administrators create if/then conditions for statuses and case and task data. Administrators can add as many conditions in a case type. However, multiple conditions require configuring and/or statements.
IMPORTANT Only one and/or condition can be configured per set of rules. The Case Management Solution does not support both simultaneously.
Administrators can configure If conditions for the following:
If Condition
Description
Case Data
This condition lets you select the case-type data you configured in the Information tab of the Create Case Type page. Depending on the component, administrators can set the following conditions:
Checkboxes: When selected, administrators can configure contains conditions.
Dropdown: When selected, administrators can configure equal to, not equal to, greater than, less than, greater than or equal to, less than or equal to, or contains conditions.
Radio Buttons: When selected, administrators can configure equal to, not equal to, greater than, less than, greater than or equal to, less than or equal to, or contains conditions.
Single Checkbox: When selected, administrators can configure equal to conditions.
Text Field: When selected, administrators can configure equal to, not equal to, greater than, less than, greater than or equal to, less than or equal to, or contains conditions.
Task Data
This condition lets you select the task-type data you configured in the Information tab of the Create Case Type page. Then, administrators can configure equal to, not equal to, greater than, less than, greater than or equal to, less than or equal to, or contains conditions.
Case Status
This condition lets you set a case's status equal to or not equal to a specific value.
Task Status
This condition lets you set a task's status equal to or not equal to a specific value.
Administrators can configure the following Then conditions to occur when the If condition is met:
Then Condition
Description
Skip Task
Lets administrators select a task to skip when the If condition is met.
Change Status to
Lets administrators change the status of a case or task when the If condition is met.
To add a rule:
1.
Click + Add Rule.
2.
In the Rule Name* field, enter a descriptive name of the rule's function.
3.
In the if section, use the fields and drop-down menus to configure your If condition.
4.
Click + Add.
5.
In the then section, use the fields and drop-down menus to configure your Then condition.
6.
Click + Add.
7.
Click Save.
IMPORTANT Once configured, you cannot edit a rule. To the right of a rule, click (trash icon) to delete the rule. Then, click + Add Rule to reconfigure it.
Settings
To the far right of the Case Management page, the Settings link lets administrators set up statuses and notifications. The Settings page includes four tabs: Notifications, Status, Email to Case, and Manage Data. The Settings page also includes a Run SLA Check button that administrators can click to test their notifications and tasks.
Settings includes the following tabs:
Tab
Description
Notifications
Enable and disable preconfigured email and in-app notifications, where these notifications occur in the sample application used by case workers and managers.
Status
Create and manage statuses for case workers to use when completing their cases.
Email to Case
Create and manage email to case notifications.
Manage Data
Import or export record data.
Notifications Tab
To the left of the Settings page, administrators can select Notifications to view all email and in-app notifications. They can enable and disable the notifications to meet their business needs. All supported notifications will notify users by email, in the sample application, or both.
IMPORTANT Administrators must ensure they click Save after making changes, and before navigating away from the page.
The Case Management Solution supports the following email and in-app notifications:
Notification
Description
Case Creation
Sends email or in-app notifications when a case is created.
Task Not Assigned on Time
Sends email or in-app notifications when a task is not assigned in a specified time.
Task SLA Approaching
Sends email or in-app notifications when a task is approaching the specified SLA expiration date.
Task SLA Expired
Sends email or in-app notifications when a task exceeds the specified SLA expiration date.
Case SLA Expired
Sends email or in-app notifications when a case exceeds the specified SLA expiration date.
Manual Escalation
Sends email or in-app notifications when a case worker escalates a task to their manager.
Annotation
Sends email or in-app notifications when an annotation is added to a case or task.
Status Tab
To the left of the Settings page, administrators can select Status to create and view case statuses. Clicking + Create Status lets administrators create common case management statuses, as well as custom ones to meet their business needs. Administrators can use these statuses to determine the flow case workers must follow.
For example, let's say you have a Pending status. Case workers must not be allowed to transition a Pending status to a Complete status. That implies that no work was done on the case. Instead, the next available options when moving a Pending status to the next step of the flow would be Active or Blocked. Administrators can select one or more target statuses for any current status to determine the correct flow.
Many statuses come preconfigured with uneditable target statuses. Doing so ensures case workers cannot navigate to a previous step in the flow. These preconfigured statuses include:
Current Status
Target Status
Closed
Closed
Complete
Complete
Pending
Active, Blocked
Email to Case Tab
The Email to Case tab enables administrators to set up case creation by email. When an email is sent to a specific email address, a new case is created.
Setting
Description
1
Enable Email to Case
When to set to (ON), administrators can set up Email to Cases.
By default, this setting is (OFF).
2
Case Type
Select an available case type from the drop-down. These are created using the Case Types tab.
3
+ Connect {{entity}}
Connect to an entity created from an Entity Type. End-users create entities in the front-end of the Case Management application.
4
Scope
Choose who can create cases.
Everyone: Any email can create a case by emailing the case management teams.
Only Specific Domains: Select this option to enable the Allowed Domains setting. Only authorized email domains can create cases.
5
Allowed Domains
Specify what email domains are allowed to create cases by email. Separate email domains using commas and no spaces. For example, compuserve.com,aol.com,prodigy.net
6
Email Mappings
Email mappings are reference values for administrators to give to Case Management end-users. Each team created in Users is assigned an Email to Case address. Emails sent to that address become cases for the specified team in the Case Management sample application.
Set Up an Email to Case
For this example, create an Email to Case using your existing Case Management configuration.
1.
From the Case Management Setup page, click Settings.
NOTE The button description changes depending on the Entity Type.
5.
Set Scope to Everyone.
6.
Click Save.
Test your Email to Case creation by sending an email to the relevant email mapping for the Case Type. For example, if your Case Managers are set to team1, send an email to case-management.team1@{{yourEnvironment}}.unqork.io.
Manage Data
The Manage Data tab enables administrators to import or export records data.
