Case Management Admin UI: Administrator Role

Estimated Reading Time:  16 minutes

Overview

Unqork's Case Management Solution provides business team with an intuitive interface to manage, maintain, and monitor entities, cases, and tasks. Case Management Administrators use this interface to customize the solution to ensure the correct information is gathered so case workers can follow the correct procedures to complete their work. Administrators have access to all available options in the Admin Setup page to customize their solution and create users, entity, case, and task types.

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

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. Components 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, maybe you want the case worker to select an option from a drop-down menu. Then, use the Dropdown component to define the options you want case workers to select from in the drop-down.

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.

Multi-Select Checkbox

Use this component to create a checklist where a case worker might need to select all checkbox options before completing 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 the 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 or 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.

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.

A static image displaying the Enitity Type page with a dashboard of all active 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 New 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.

A static image displaying the Create Entity Type page and the available attributes and actions administrators can take.

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

  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

+ Add Data Field

Click this button to configure and add a data field to the entity type. Administrators can add as many data fields as needed.

After clicking the button, administrators see the following settings:

  • Type of Component: Use this drop-down to select a component and configure a data field.

    TIP  To learn more about specific component settings, view our Component Library page.

  • Unique: When Checked Box Icon (checked), only unique values are accepted for this data field. For example, if you had a field that required clients to enter their social security number, enabling this setting ensures two clients cannot have the same social security number.

  • Search: When Checked Box Icon (checked), you can search for the data field in a dashboard.

  • Display: When Checked Box Icon (checked), the basic information about the data field displays in a dashboard.

IMPORTANT  When you configure data fields for your entity type, at least one data field must have Search and Display enabled.

4

Label

The label given to the data field.

5

Data Type

The data and component type.

6

Avail. for Search

Whether the data field was configured to be searchable when you are in the process of linking an entity to a case.

7

Avail. for Display

Whether the data field was configured to display its basic information in a dashboard.

8

Unique

Whether the data field only accepts unique values.

9

Required

Whether the data field is required.

10

Actions

The available actions administrators can take on existing data fields. These actions include:

  • Edit: Lets you edit a data field.

  • Delete: Permanently deletes a data field.

11

Cancel

Click this button to return to the Create Entity Type page without making changes.

12

Update

Click this button to applies changes and update the entity type.

Creating an Entity Type

The most important aspect of creating an entity type is configuring the data fields. The data fields you configure depend on the data you want to collect to meet your business needs.

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

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.

Users Tab

Administrators can select the Users tab, 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.

A static image displaying the User Management dashboard, filters, and actions that administrators can use.

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

  Attribute Description

1

+ Create User

Lets administrators create a user using the Create User page.

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 + Create User to add a user to you solution and assign them a role and team.

A static image displaying the Create User page and the required fields necessary to create a 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.

11

Cancel

Click this button to return to the User Management page without creating the user.

12

Create

Click this button to apply changes and create the user.

Teams Tab

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

A static image displaying the Teams dashboard, filters, and actions administrators can use.

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.

A static image displaying the Create Team page and the required fields necessary to create a team.

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 to lead this team.

* This field is required.

4

Assigned User(s)

Use this drop-down to assign one or more users to this team.

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 the 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 ways:

Category Operation

Insurance

Review insurance coverage

Insurance

Obtain insurance coverage

Insurance

Service insurance policy

You can also add rows to your categories to your existing system using the Add Row button. Once complete, click Update Category.

A static image displaying an example of configured categories in the solution.

Task Types

Administrators can click 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.

A static image displaying the Task Types dashboard, filters, and actions administrators can use.

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.

On 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.

A static image displaying the Details tab on the Create Task Type page.

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.

2

Description*

Enter a description of this task type.

* This field is required.

5

Cancel

Click this button to return to the Task Type page without creating the task type.

6

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.

A static image displaying the Checklist tab on the Create Task Type page.

Knowledge Base Tab

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

A static image displaying the Knowledge Base tab on the Create Task Type page.

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. Click + Add Task 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.

Case Types

Administrators can click 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.

A static image displaying the Case Types dashboard, filters, and actions administrators can use.

Below are the available attributes and actions you can take on the Case Types page:

  Attribute Description

1

+ Create CaseType

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

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

This tab lets administrators name the task, define the SLA, and assign a team to the task type.

Information

This tab lets administrators set up the information the case workers must complete to create the case.

Tasks

This tab lets administrators define the list of tasks that need to be executed to complete the case.

Details Tab

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

A static image displaying the Details tab on the Create Case Type page.

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

Category*

Use this drop-down to select a category to the case type. The available options depend on the categories configured using the Categories option.

4

Sub-Category*

Use this drop-down to select a sub-category to the case type. The available options depend on the sub-categories configured using the Categories option and the selection you made from the Category drop-down.

TIP  The Case Management Solution can have up to four sub-categories to filter by.

5

Priority

Use this drop-down to select the default priority for this case type. Options include High, Medium, and Low.

6

Description*

Enter a description of this case type.

* This field is required.

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 create the case type.

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.

Below are the available attributes and actions you can take on the Tasks dashboard:

  Attribute Description

1

Name

The name of the task.

2

Team

The team assigned to this task.

3

Execution Sequence

A static image displaying an example execution sequence with two tasks as integer of 1.

The order in which the tasks are executed. Use this field to enter integers to change the order of execution. For example, if you have four tasks that need to be completed one after the other, the first task must be 1, the second 2, the third 3, and the fourth 4. Therefore, case workers cannot begin the second task until the first is completed.

If you have tasks that must be executed in parallel, you can give them the same integer. For example, if the first and second task should be completed simultaneously, the are given an integer of 1. So, the first task is 1, the second 1, the third 2, and the fourth 3.

4

Task Type

Use this drop-down to assign a team to this task type.

5

SLA

Enter a link to any useful resources that might help the team assigned to this task type.

2

Operation

Enter a description of this task type.

* This field is required.

5

Cancel

Click this button to return to the Task Type page without creating the task type.

6

Create

Click this button to applies changes and create the task type.

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 search by. Or, from the Team drop-down, select a team to search 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. Click Add.

After adding the tasks, they display in the Tasks dashboard. It the Execution Sequence column is left empty, the tasks will be completed from top to bottom of the dashboard.

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