Case Management Sample App: Case Worker and Manager Roles

Estimated Reading Time:  6 minutes

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.

Tasks

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

A static image displaying the Tasks dashboard and available actions case managers and workers can take.

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

A static image displaying a task tile and its details.

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.

A static image displaying the task details when clicking a task tile.

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

Knowledge Base

Information related to the task.

Cases

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

A static image displaying the Cases dashboard and available actions case managers and workers can take.

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

  Attribute Description

1

+ Create Case

Lets case workers and managers create a case using the Create Case page.

2

Active

This tab lets case workers and managers view that case worker's active cases.

3

Completed

This tab lets case workers and managers view that case worker's completed cases.

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.

A static image displaying the case details and the actions case workers and managers can take on the case.

Below are the available attributes and actions case workers and managers can take on a case:

  Attribute Description

1

+ Add Notes

Case workers can click this button to add notes to the case.

2

Close Case

When all tasks are complete, click this button to close it. Closed cases display under the Completed tab of the Tasks page.

3

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.

4

Entity Details

The entity details associated with the case.

7

Case Information

Basic information of the case worker completing this case.

6

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.

7

Case Document

All necessary documentation to support the case.

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.

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

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, and 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.

A static image displaying the Information tab on the Create Case page.

To connect an entity for your case:

1. 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.
2. Use the filters to locate the specific entity you want to connect.
3. Select the entity where you want to connect.

A static image displaying the Connect Entity modal.

4. 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.

A static image displaying the tasks associated with the selections made in the Details and Information tabs of the Create Case page.

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