Case Management Flashcards
Case Management: Design - What are key concepts of Case Design?
Case Life Cycle
Case Criteria
User Context
Case Management: Design - What are key concepts of Primary Life Cycle?
Primary Flow
Alternate Stages
Transitions
Case Management: Design - What are parts of primary case flow?
Case Type Case Stage Process Step
Case Management: Design - When do you add a case stage?
Transfer of Authority
Change in Status
Case Management: Design - What are three types of steps in a case?
User Action
Automated Action
Change Stage Step
Case Management: Design - What is the purpose of an alternate stage?
Exception to primary flow
Can be sequenced into primary flow
Case Management: Design - What is the default behavior for stage transitions?
Continue
Case Management: Design - What are the criteria for creating a new case
New Case ID
New Transaction
Case Management: Design - What are key concepts of user context
Status changes
Instructions
Case Management: Design - What is the purpose of the case status?
Show case progress
Provides predefined status values
Case Management: Design - What is the purpose of instructions
Tell user how to complete assignment
field values used for multilingual support
Case Management: SLA- What are key concepts for SLAs?
Purpose of SLA
Stages
Configure
Urgency
Case Management: SLA- What is the purpose of an SLA?
Timely completion of case
Case Management: SLA- What is definition of an SLA?
Performance expectation
Case Management: SLA- What are stages of an SLA
Start of Service Assignment Goal Deadline Passed Deadline
Case Management: SLA- What is purpose of urgency?
Prioritize cases in Work List or Queue
Get Next Button
Case Management: SLA- When is urgency updated?
Starts at 10 by default Can be updated at Start of Service Goal Deadline Passed Deadline - iterative
Case Management: SLA- What is range of urgency?
10-100 or 0-100
Case Management: SLA- Where can an SLA be set?
1) Assign step
2) Case - Settings
3) Advance - in Dev Studio
- Passed Deadline Config
- Initial delay
- Increase urgency
Case Management: Control Workflow- What are key concepts of controlling workflow?
Optional Stages and Processes
Skip Stage or Process
Parallel processing
Decision Shapes
Case Management: Control Workflow- What are key concepts of optional processes and actions?
Purpose
Factors
When to use
Where to add
Case Management: Control Workflow- What it the purpose of optional process or actions?
Out of sequence
Case Management: Control Workflow- What are factors to consider when creating optional processes or actions?
any time actions?
is step needed?
is screen needed?
Case Management: Control Workflow- When should you use an optional action vs an optional process?
Process - many steps
Action - single screen
Case Management: Control Workflow- Where do you add optional processes or actions?
Optional Actions tab - case lifecycle
Case Management: Control Workflow- What is two types of optional workflows that could be added?
Case wide
single step
Case Management: Control Workflow- What is the purpose of skipping a stage or process?
To determine conditions when a stage or process should be run
Case Management: Control Workflow- What is the definition of parallel processing?
Multiple paths of execution
in any order`
Case Management: Control Workflow- Where do you set parallel execution?
In stage or process settings of case life cycle
Case Management: Control Workflow- What is the purpose of decision points?
Control execution path
Based on simple or complex logic
Case Management: Control Workflow- When do decision points run in workflow?
After decision step. They control workflow path based on an input value (simple) or conditions (complex)
Case Management: Routing- What is purpose of case routing
Efficient work
route to right party
Case Management: Routing- What are the different types of routing?
Current user Specific User Work Queue Business Logic Custom (Advanced)