Reference: Case Management Capabilities
You can view high-level feature descriptions for the capabilities in this product area.
Case Assignment & Routing
Provides the ability to route cases to teams, and assign cases to individuals.
Case Configuration
Provides the ability to:
- Create case types.
- Define service categories and service teams.
- Manage case solver visibility into service teams and cases.
Case Creation
Provides the ability to create cases for employees or non-employees.
Case Data Management
Provides the ability to scramble and purge case data.
Case Deflection
Provides the ability to suggest relevant articles, tasks, reports and learning content during case creation to help deflect cases.
Case List
Provides the ability to:
- Manage open or in-progress cases by the service team.
- View resolved or canceled cases.
Case Notifications
Provides the ability for employees to receive notifications about important updates on their case.
Case Reporting and Dashboard
Provides the ability to analyze case data to generate insights.
Case Resolution Workflow
Provides the ability to manage resolved cases through a business process.
Case View (case solver)
Provides the ability to:
- Update and manage case details.
- Add internal case notes to track the investigation.
- Reply to cases by attaching and sending articles, tasks, and local files.
- Share non-confidential cases with employees or users that are external to the case.
SLA Management
Provides the ability to define, display, and track service-level agreements.