Designing a case
To design a case management application, identify what user activities are needed to accomplish the main user goal. Decide what business level activities and steps you need, and then group those activities and steps into a case. As you identify the content that is needed to complete the activities, decide who works on the content. Then, consider what does or does not need to happen to complete an activity.
Case management functions are only available if you have IBM BPM Advanced with the Basic Case Management feature installed.
One approach to designing an application is to first identify the types of documents that people in your organization must complete for some activity. For example, to resolve a credit card dispute claim, you might need a dispute form and a customer to complete the form. Then, a service representative must review that form. Next, you might initiate a fraud investigation if the circumstances warrant such an activity. In that case, you might need a fraud investigator to review the claim.
- Dispute form
- Fraud investigation form
- Customer
- Customer service representative
- Fraud investigator
You can use the Case Type editor to help you think through the various document types, teams, case types, and activities that you need.