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Cases

Cases represent the requests which are made by contacts. This section describes how to define the data model for cases in ConSol CM.

  • Data fields: Data fields are used to store the information needed for the business process in the cases. Every data field belongs to a field group, which is assigned to one or several queues.
  • Queues: Queues reflect the organizational structure of the company. They bundle thematically related cases which should be handled in the same way and follow the same business process. In addition, they link the cases to the stakeholders, i.e., the involved contacts and users.
  • Activity forms: Activity forms are used to link the entry of specific data with specific steps in the business process to guide the user and structure the process.
  • Search actions for cases: Search actions allow to execute scripts for cases found in a detail search. In addition, it is possible to display a form above the detail search.
  • Action forms: Search forms are used to display a form which the user needs to fill out when executing a search action for cases. The provided data can be used to update the found cases or to perform other operations which are implemented in the action script.
  • Text classes: The users can choose a text class for every communication entry in the case history to highlight it and define its visibility in CM/Track.
  • Case history: All changes which are done to a case during its life cycle are written to the case history. This includes both communication, and changes to the case data and its relations, and executed workflow elements.
  • Case list: The case list is located on the left side of the Web Client page. It shows the cases which the current user and his team work on and serves as a to-do list.