Objects in ConSol CM

The following objects are important for working with ConSol CM:

• Case
  The case is the request of the contact which the user works on. The user carries out the necessary steps as defined in the business process. The progress, including internal and external communication, is documented in the case. The business process can involve several users and different teams. When the request is solved, the case is closed. Closed cases are not lost, but they represent a powerful archive and knowledge base.

• Contact
  The contact is the reason for opening a case. Usually, this is a customer who has a request. A case can have one main contact and several additional contacts. Depending on the defined data model, you can have a hierarchy consisting of companies with persons, who belong to a company.

• Resource
  A resource is an asset which is used in the business process. It is usually related to a case, a contact or another resource.

• User
  A user is the person who works with the Web Client to handle the requests which are managed as cases. Every case can be assigned to one user, the assignee, who is currently responsible for the case. If other users have a specific task within the process, they can be added as participants. Every user has one or several roles which define the users’ access permissions to work with cases, contacts and resources.

• Workflow
  The workflow implements the business process. It consists of several steps, which are called activities. There are manual activities, which are performed by the users, and automatic activities, which are performed by the system. The activities are arranged in scopes to illustrate the status of a case. The intelligence of the process, like conditions, decisions, escalations, reminders, automatically sent emails, or other actions, is also defined in the workflow.

• Process
  The process, also called queue, usually reflects the organizational structure of the company. For example, there can be one process for each department, as each department has its own way of working. The process links the different objects and determines:

  • if the cases have contacts

  • how the cases should look like (case data fields)

  • whose cases are processed (customer groups)

  • how its cases are processed (workflow)

  • who can work on the cases (permissions)