Case Management Sample App: Case Worker and Manager Roles

Overview

Unqork's Case Management Solution provides business team with an intuitive interface to manage, maintain, and monitor entities, cases, and tasks. Case workers and managers can use this sample application to assign work, manage their teams, create cases, and complete tasks. This article introduces you to this template application, and describes how case workers and managers can use it.

Navigating the Sample App

At the top of the page, case managers and workers can access various pages to get and complete new tasks, monitor task completion, and view notifications. What they have access to depends on their role.

	Attribute	Description
1	Tasks	Lets case workers get and complete tasks.
2	Cases	Lets case managers and workers view cases.
3	KPI	Lets case workers view progress and completion of their tasks. Lets managers view the same for all team members.
4	Team	(Case Managers Only) Case managers can use this tab to view all team members, and the tasks assigned to them.
5	Entities	(Case Managers Only) Case managers can use this drop-down to view and select an entity. Or, create new entities.
6	(Notifications)	Case managers and workers can click this icon to view all notifications.
7	User	Use this drop-down to log out of the application.

Tasks

Clicking Tasks lets case workers view all active and completed tasks, as well as accept new tasks to complete.

Below are the available attributes and actions case workers can take on the Tasks page:

	Attribute	Description
1	Active	This tab lets case workers and managers view that case worker's active tasks.
2	Completed	This tab lets case workers and managers view that case worker's completed tasks.
3	Task Tiles	Click a task tile to open it and complete it. Task tiles include the following information: Task description Assigned team Priority Date assigned Date due
4	Get New Task	Lets a case worker add the next available task to their active tasks. NOTE Case workers can only have three active tasks at a time.

Completing a Task

Case workers can click on a task tile to open and complete it. In the task, they can view the necessary steps to complete it, add notes, and escalate issues to their manager.

Below are the available attributes and actions case workers can take on their tasks:

	Attribute	Description
1	Save	After making updates, checklist selections, or adding notes, click this button to save those changes.
2	+ Add Notes	Lets case workers add notes as they complete task steps.
3	Escalate	If issues occur, case workers can click this button to escalate the task to their manager.
4	Mark as Complete	After completing the task, click this button to close it. Closed tasks display under the Completed tab of the Tasks page.
5	Task Details	Tasks include the following: The task description. The team assigned to the task. The task priority. The unique identifier of the case where the task exists. The user who created the task. The date the task was created. The data the task must be completed.
6	Time Remaining	The number of days remaining to complete the task.
7	Case Information	The basic information of the case worker completing this task.
8	Checklist	An optional checklist to help guide the case worker to the completion of the task.
9	Task Information	Important information that can be assigned to this task.
10	Knowledge Base	Additional information related to the task.

Cases

Clicking Cases lets case workers and managers view all active and completed cases, as well as create new ones.

Below are the available attributes and actions case workers can take on the Cases page:

	Attribute	Description
1	Active	This tab lets case workers and managers view that case worker's active cases.
2	Completed	This tab lets case workers and managers view that case worker's completed cases.
3	+ Create Case	Lets case workers and managers create a case using the Create Case page.
4	Name	Lets case workers and managers filter cases by name.
5	Case Type	Use this drop-down to filter cases by case type.
6	Created On	Lets case workers and managers filter cases by the date they were created. This field uses a format of MM/DD/YYYY.
7	Status	Lets case workers and managers filter cases by status.
8	Apply Filter	Applies all filters and returns the filtered case(s) in the dashboard.
9	Clear	Clears and resets the filters.

Viewing a Case

To view the details of an existing case, click on its name in the dashboard. Case details include basic information about the case and the tasks that exist in it.

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 case workers and managers can take on a case:

	Attribute	Description
1	Save	Saves any changes case workers and managers made to the case.
2	+ Add Notes	Case workers can click this button to add notes to the case.
3	Close Case	When all tasks are complete, click this button to close it. Closed cases display under the Completed tab of the Tasks page.
4	Case Details	Case details include the following: The case name and description. The unique identifier of the case. The user who created the case. The date the case was created. The date the case must be completed. The category associated with the case. The sub-category associated with the case. TIP The Case Management Solution can have up to four sub-categories.
5	Employee	The person that created the case.
6	Case Information	Basic information of the case worker completing this case.
7	Case Document	All necessary documentation to support the case.
8	Tasks	A dashboard of all the tasks associated with the case. This dashboard includes the following information: The name of the task. The team assigned to the task. The case worker assigned to the task. The status of the task. Statuses include BLOCKED, ACTIVE, PENDING, and COMPLETED.

Creating a Case

From the Create Case page, click + Create Case to create a case, connect an entity, and view tasks associated with the case.

On the Create Case page, there are various tabs you'll use to create your case. These tabs include:

Tab	Description
Details	This tab lets case workers and managers create a case, determine its priority, and define categories, sub-categories, and case type.
Information	This tab lets case workers and managers connect to an entity.
Tasks	This tab lets case workers and managers add all the required case information and connect the case to an entity.

Details Tab

Selecting the Details tab on the Create Case page lets case workers and managers configure the basic information for the case.

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

	Attribute	Description
1	Name*	Enter a name for this case. * This field is required.
2	Category*	Use this drop-down to select a category for the case. * This field is required.
3	Sub-Category*	Use this drop-down to select a sub-category for the case. * This field is required.
4	Case Type*	Use this drop-down to select a case type for the case. * This field is required.
5	Priority*	Use this drop-down to select the priority for this case. Options include High, Medium, or Low. * This field is required.
6	Cancel	Click this button to return to the Create Case page without creating the case.
7	Create	Click this button to applies changes and creates the case.

Information Tab

Selecting the Information tab on the Create Case page lets case workers and managers connect the case to an entity.

To connect an entity for your case:

Click + Connect Entity, where Entity is the name of the entity in your solution. The Connect Entity modal A modal is a window that appears on top of the content you are currently viewing. displays.

Use the filters to locate the specific entity you want to connect.

Select the entity where you want to connect.

Click Connect.

Tasks Tab

Selecting the Tasks tab on the Create Case page lets case workers and managers view all tasks associated with selections made in the Details and Information tabs.

After making all your selections, click Create.

KPI

Clicking KPI lets case managers monitor the progress of all tasks and cases visually with the solution's KPI A quanitifiable measure of performance of a specific objective for a specified time. widgets. It also lets case workers view task progress.

This page consists of the following metrics and filter function:

Attribute	Description
Filter	Use this drop-down to filter the metrics in the following ways: Last Day Last 7 Days Last 30 Days Last 365 Days
Number of Tasks Assigned	The number of tasks assigned to a team of case workers for a given time period.
Number of Tasks Completed	The number of tasks completed by a team of case workers for a given time period.
Number of Tasks Inflight	The number of tasks in progress by a team of case workers for a given time period.
Number of Tasks Out of SLA	The number of tasks that fall outside the SLA (service level agreement).
Average Task Resolution Time	The average amount of time it takes the team of case workers to complete a task.
Average Case Resolution Time	The average amount of time it takes the team of case workers to complete a case.
Adherence to SLA (in %)	The percentage of time the tasks and cases are completed in adherence with the SLA.

Team

The Team tab is only available to case managers. They can use this tab to view all the case workers on their team, and what tasks are assigned to them. The page includes various tabs to help case managers view active, pending, and completed tasks and cases.

Active Tasks

The Active Tasks tab includes various filters to help case managers identify active tasks based on priority, team, case, and the case worker assigned to it. Case managers can also identify who completed the task, and edit or reassign the task to another case worker.

Below are the available attributes and actions you can take when clicking the Active Tasks tab on the Team page:

	Attribute	Description
1	Task	Filters tasks by task name.
2	Priority	Use this drop-down to filter tasks by High, Medium, or Low priority.
3	Team	Filters tasks by the team where the task is assigned.
4	Case	Filters tasks by the case name associated with them.
5	Assigned To	Use the drop-down to filter tasks by the case worker assigned to them.
6	Apply Filter	Applies all filters and returns the filtered task(s) in the dashboard.
7	Clear	Clears and resets the filters.
8	Action	For each task, case managers can perform the following actions: Edit: Lets case managers edit the task. Reassign: Lets case managers reassign the task to another case worker.

Active Cases

The Active Cases tab includes various filters to help case managers identify active cases based on priority, the team member that initiated it, and the team assigned to it. Case managers can also view or edit the case.

Below are the available attributes and actions you can take when clicking the Active Cases tab on the Team page:

	Attribute	Description
1	Case	Filters cases by case name.
2	Priority	Use this drop-down to filter cases by High, Medium, or Low priority.
3	Initiated By	Use this drop-down to filter cases by the team member that initiated them.
4	Team	Filters cases by the team where the case is assigned.
5	Apply Filter	Applies all filters and returns the filtered case(s) in the dashboard.
6	Clear	Clears and resets the filters.
7	Action	For each case, case managers can perform the following actions: Edit: Lets case managers edit the case. View: Lets case managers view the case.

Pending Tasks

The Pending Tasks tab includes various filters to help case managers identify pending tasks based on priority, team, and the case associated with it. Case managers can also view and assign the task to a case worker.

Below are the available attributes and actions you can take when clicking the Pending Tasks tab on the Team page:

	Attribute	Description
1	Task	Filters tasks by task name.
2	Priority	Use this drop-down to filter tasks by High, Medium, or Low priority.
3	Team	Filters tasks by the team where the task is assigned.
4	Case	Filters tasks by the case name associated with them.
6	Apply Filter	Applies all filters and returns the filtered task(s) in the dashboard.
7	Clear	Clears and resets the filters.
8	Action	For each task, case managers can perform the following actions: Assign: Lets case managers assign a task to a case worker. View: Lets case managers view the task.

Completed Tasks

The Completed Tasks tab includes various filters to help case managers identify completed tasks based on priority, team, and the case associated with it. Case managers can also view the completed task.

Below are the available attributes and actions you can take when clicking the Completed Tasks tab on the Team page:

	Attribute	Description
1	Task	Filters tasks by task name.
2	Priority	Use this drop-down to filter tasks by High, Medium, or Low priority.
3	Team	Filters tasks by the team where the task is assigned.
4	Case	Filters tasks by the case name associated with them.
6	Apply Filter	Applies all filters and returns the filtered task(s) in the dashboard.
7	Clear	Clears and resets the filters.
8	Action	Lets case managers View the task.

Completed Cases

The Completed Cases tab includes various filters to help case managers identify completed cases based on priority, the team member that initiated it, and the team assigned to it. Case managers can also view the completed case.

Below are the available attributes and actions you can take when clicking the Completed Cases tab on the Team page:

	Attribute	Description
1	Case	Filters cases by case name.
2	Priority	Use this drop-down to filter cases by High, Medium, or Low priority.
3	Initiated By	Use this drop-down to filter cases by the team member that initiated them.
4	Team	Filters cases by the team where the case is assigned.
5	Apply Filter	Applies all filters and returns the filtered case(s) in the dashboard.
6	Clear	Clears and resets the filters.
7	Action	Lets case managers View the case.

Entities

The Entities drop-down is only available to case managers. The can use it to select an entity, view its details, and perform various actions on their entities. The types of entities and the information that can be viewed is dependent on your solution. Once an entity is selected, you can use the page's various filters to locate a specific entity and edit or delete it. Case managers can also create a new entity in your solution.