Dynamic Case Management

Knowledge Category: 

Preferences

Dynamic Case Management provides an easy, powerful way to help your staff respond to service requests in common business Cases such as employee on-boarding and marketing collateral review. By using several tools available in the Preferences workspace, you can use Dynamic Case Management to:

• Eliminate spreadsheet tracking and complex processes with a simple Case Management Checklist.
• Add tasks, update statuses, add documents to tasks, and assign tasks to staff and customers with drag-and-drop.
• Check if a Case is progressing on time by referencing a simple color-coded status bar.
• Cut time searching for email and faxed documents by limiting results to content assigned directly to a Case or task.
• Integrate Dynamic Case Management with SalesForce.com, SharePoint Web Portals, and SAP.

To allow members of your organization to participate in Cases in ways that best suit their job roles, SpringCM offers several Case Management roles:

• Case Administrators – With full control over a Case, including the ability to create and update tasks and eForms, the Case Administrator role is designed for the manager of the Case.
• Case Workers – With the ability to modify, reassign, and complete their tasks--as well as permission to upload documents to Cases--a Case Worker is the main user in an active Case.
• Viewers – With no ability to alter Cases but full insight into their progress, the Viewer is best suited to team members who need insight into a Case's progress

Creating a Case involves several SpringCM components: 

• Attributes
• eForms
• Case Widgets
• Checklist Tasks
• Address Book

This knowledge article will provide step-by-step instructions for creating and using Dynamic Case Management. To illustrate a full Dynamic Case Management solution, employee on-boarding will serve as an example throughout.

Part 1: Creating an Attribute Group

Attribute groups provide a method to describe your content by adding specific values to Cases that ensure quick retrieval and proper classification while driving your business rules.

For Dynamic Case Management purposes, the Attribute group will contain the properties for the Case. For example, if you use Dynamic Case Management for employee on-boarding, you are likely to have an Attribute group called “Employee Information.” Inside the Attribute group, you'll add Attribute fields such as “First and Last Name,” “Date Hired,” etc.

Steps for Creating an Attribute Group

1. Click the Preferences tab.
2. Under the “Account Preferences” section located in the left-hand navigation panel, click the Attributes link.
3. Click the Create Group button, or open the Group menu and select Create Group.
4. Enter a relevant name in the Name field. The name will appear in the Case Details screen and should reflect all the Attributes included in the Attribute group in order for users to easily decipher the Attribute group's contents. For example, if you are building an employee on-boarding case, you may want to call the Attribute group “Employee Information.”

• Leave the Name Template field blank.

5. To create Attribute fields for the Attribute group, enter information in the appropriate spaces. Click “Add Field” if you need to enter more than 5 Attributes.

• Enter the Attribute name in the “New Field” field.

• Select the appropriate data type from the drop-down menu.

  • Use String for a series of alpha or numeric characters.

  • Use Number for integers.

  • Use Date for “mm/dd/yy” format.

  • Use Drop Down for multiple String choices users can select from.

  • Use Decimal for currency—positive or negative—rounded to two decimal places.

  • Use Dynamic Drop Down for multiple String choices that, once a user selects them, will automatically populate Attribute fields with selectable values from lists of users, documents, folders, and Saved Search results. Read the Dynamic Attribute Drop-downs knowledge article for more information.

• Click the appropriate Attribute restriction checkbox.

  • Use Require if a user must modify this Attribute field.

  • Use Read Only if a user should never modify this Attribute field.

  • Use Repeatable if a user can modify this Attribute field more than once.

  • Use Customize to create a custom error message if a user enters unacceptable information. (For more information, read the “Attribute Field Customization Options” section of the Attribute Group knowledge article.)

Reference the screenshot below for an example of Employee Information Attributes.

6. Click the Save button.

   Repeat Steps 1 – 6 if your Dynamic Case Management Solution requires multiple Attribute groups.

Part 2: Creating an eForm for Case Details

eForms are used to display the Case Attributes that you created in Part 1 and provide Case Workers with the information they'll need to complete their tasks. Case Administrators can add and modify the fields on the eForm while the Case is in progress.

In this example, you'll create an eForm using the Employee Information Attribute group created in Part 1.

Steps for Creating an eForm

1. Click the Forms tab.
2. Open the Form menu and select Create.
3. Click the Case View checkbox located at the top of the form.
4. Enter a Name that reflects the function of the form.
5. Click the Show Attribute Group checkbox.
6. Expand the Attribute group you created in Part 1 and click the appropriate Attribute checkboxes you would like displayed on the form.
7. Click the Generate Sample Form link and click the OK button.
8. You can add Case information to the top of your form, including the Case Name and the Case Due Date. Copy and paste the following text after the the first “” tag in the Form HTML section.
   
   

   9. Your employee on-boarding eForm should resemble the following screenshot:Click the Preview link to view a sample of your eForm.

      Click the Save button.

   Part 3: Creating a Case Widget for Your Dashboard

   Dashboard Widgets display a summary of a specific SpringCM without ever having to leave your SpringCM Dashboard. Your Case Widget will provide you with a quick summary of Case progress and provide links to any Case tasks you are assigned to complete.

   Adding Case Widgets to Your Dashboard Steps

   1. Click the Dashboard tab.
   2. Open the Dashboard menu and select Add Widget.
   3. Click the “Cases” radio button and click the OK button.This widget displays all Cases that are either “in-progress” or “not started” in which you are a participant and enables you to create a case.
   4. Open the Dashboard menu and select Add Widget.
   5. Click the “Case Tasks” radio button and click the OK button. This widget displays uncompleted tasks from Cases you're involved in.

   Part 4: Creating a Case and a Case Checklist

   Typically Cases will be created from a pre-populated Case Template. This method allows you to assign tasks to the Case Template that will be included in every new Case created.

   You can also create a Case manually Case without any tasks. Tasks can be added as required.

   Creating Case and Checklist Steps

   1. To create a template or new Case, click the Dashboard tab.
   2. Click the Team tab and click the appropriate “Add” link to include the appropriate users to this Case or Case template.
   3. Enter a relevant name in the Name field and select the appropriate type from the Case Type drop-down menu.

   4. When creating a template, include the word “Template” in the name.

      Click the Save button.

      Click the Add Task button located on the Toolbar.

      Enter a relevant name in the Name field.

      If the task is a subtask of a different task, select the parent task from the “SubTask Of” drop-down menu.

      Click the Calendar icon located in the “Due Date” field.

      Select the Task Type.

      Use Task for a human task that requires a user to complete the task outside of SpringCM and simply click a checkbox to verify the task is complete.

      Use Document Task for a task that requires a user to upload a completed document to finish the task. Documents can be added to a task by clicking the Upload Document link on the task or by dragging and dropping a document from the Case document folders.

      Use Email Task for a task that requires an email to be sent. When Send Email is selected, a dialog box appears that allows an email to be sent. A document from the Case can be attached to the email.

      Click the Save button.

      If creating a template, repeat steps 5 – 10 until all tasks have been added. Tasks cannot be reordered.

      Click the Back button located in the Toolbar.

   Now that your Case template has been created, you can easily create a new Case as needed. 

   To delete a case, read our Delete a Case knowledge article. 

   Creating a New Case from a Template Steps
   1. Click the Dashboard tab.
   2. Select the appropriate Case located in the Cases widget.
   3. The only distinguishing aspect of a template is “Template” in the name.
   4. Open the Case menu and select Copy Case as New Case.
   5. Enter an appropriate name in the Name field and click the Save button.
   6. Click the Add Task button located on the Toolbar.
   7. Enter a relevant name in the Name field.
   8. If the task is a subtask of a different task, select the parent task from the “SubTask Of” drop-down menu.
   9. Click the Calendar icon located in the “Due Date” field.
   10. Select the Task Type.
   11. Use Task for a human task that requires a user to complete the task outside of SpringCM and simply click a checkbox to verify the task is complete.
   12. Use Document Task for a task that requires a user to upload a completed document to finish the task. Documents can be added to a task by clicking the Upload Document link on the task or by dragging and dropping a document from the Case document folders.
   13. Use Email Task for a task that requires an email to be sent. When Send Email is selected, a dialog box appears that allows an email to be sent. A document from the Case can be attached to the email.
   14. To activate your case, click the “Not Started” link and select “In-Progress” from the drop-down menu.

   • Case Workers and Viewers will receive email notifications of their pending tasks.

   • Tasks cannot be deleted but can be skipped. If a user skips a tasks, he or she must add a comment.

   • Parent tasks cannot be completed until all sub-tasks are completed or skipped.

   Smart Rules

   If your Dynamic Case Management solution can benefit from Smart Rules, please read the Smart Rules knowledge article.

   Case Management Preferences

   Cases are automatically setup to always prompt the Case Worker to provide a Comment when the status of a task changes. You can also instruct SpringCM to automatically send emails to Case participants when they are added to Case teams or assigned Case tasks. If you would like to change these settings, a Super Administrator can remove the Comment requirement and/or add email notifications by following these steps.     

   Changing Case Management Comment Requirement/Email Notifications Steps  

   1. Click the Preferences tab.
   2. Under the Account Preferences section in the lower left section of the screen, click the General link.
   3. Scroll down to the “Case” window and click the “No” radio button.

   • If you would like email notifications sent to users when they are added to Case teams, click the "When added to a case team" checkbox.

   • If you would like email notifications sent to users when they are assigned Case tasks, click the "When assigned a case task" checkbox.

   Case Name		Status
   Due Date