Identifying case types
|Description||Identifying the case types for an application.|
|Version as of||8.4|
|Capability/Industry Area||Case Management|
What is a case?
Identify your case type
Case types can take many different forms depending on the needs of the organization. The following sentences are examples of referring to case types in a business environment:
- We need to keep track of how many <case type> we complete a week.
- How do we handle a customer when they ask us to complete <case type> as soon as possible?
- We need to know why it takes so long to complete <case type>.
- Do we know where we get stuck when we try to complete <case type>(s) in this department?
- Is there a clear definition of how we process <case type>?
In this example, an organization wants to automate their recruiting and interview process. The organization needs to understand the following:
- The number of open job positions per department
- The number of job applications received for a given job position
- The status of a job application
- How long it takes to fill a job position
The organization also has a clear understanding for how they want to manage open job positions as well as process job applications.
For this recruiting application, the case types would be Job position and Job application. The outcome of the Job position case is that the position is filled. An alternate outcome is that the position is closed. The outcome of a Job application case is that the candidate is hired. An alternate outcome is that the candidate is rejected.