Case management overview
IBM® Business Process Manager is a case management system that simplifies the job of designing and building cases. It also provides a graphical user interface for case workers to manage cases. With IBM Business Process Manager, you design a case management application that is based on closely related cases and then deploy that solution into a production environment. Case workers can then complete work items that are associated with cases.
Case management functions are only available if you have IBM BPM Advanced with the Basic Case Management feature installed.
For example, if you want to design an application for resolving credit card disputes, IBM Business Process Manager provides tools to design and create an application that case workers can then use to process the cases that are created.
- An active-content infrastructure that manages the persisted case object model and enables content-based events for case activities. For example, the addition of a document or a field change triggers a case activity.
- Enterprise Content Management integration that includes complete document lifecycle capabilities. These capabilities include creating a version and security. Some licensing restrictions might apply.
- True content management functions to store document metadata that you can modify and search on.
- A process that manages the logic for running a sequence of activities.
- An out of the box user interface that is flexible and customizable. You can use the user interface to create a team-based experience that provides case workers with the information they must work on.
For a high-level overview of how IBM Business Process Manager handles cases, watch this short overview video available on YouTube or in the IBM Education Assistant information center. A transcript of the video is available.
- Case management concepts
Case management applications consist of case types, document types, human services, and other components. A case management application is an application that case workers use to process cases. - Scenario: Financial services credit card dispute resolution
IBM Business Process Manager can provide card-issuing banks with a case management application for credit card dispute resolution. IBM Business Process Manager provides a comprehensive view of the case for the case workers. It improves case worker efficiency and reduces the chance for errors as the case is being processed. - Scenario: Automobile insurance claims
IBM Business Process Manager can provide an application for creating and managing automobile insurance claims. With the case management system, you can associate the data about the claim and the submitter with the supporting documentation as it is submitted. The business analyst can quickly process any required changes to the automobile claim solution. By configuring an application in IBM Business Process Manager, you can ensure that claims are processed completely and accurately.
Building cases