Creatio’s Dynamic Case Management is a wonderful tool for automating and streamlining internal processes. Managers can make particular use of this feature to optimize oversight and ensure crucial processes are being followed. In this blog, we’ll explain what Dynamic Case Management is, what it isn’t, and offer some examples for how managers can put this feature to work for their teams.

What is Dynamic Case Management?

Dynamic Case Management (DCM) offers a way for managers to create a more structured, automated solution. With Dynamic Case Management, managers can create a flow chart or process for their users to follow. Adopting these processes creates a more standardized approach for teams to gather data and manage customer requests with consistency.

Dynamic Cases vs. Cases Section

Although some may confuse dynamic cases with the cases section in Creatio, they are not related. Creatio’s cases section is used to manage your overall customer service experience. Think of the cases section as your support tickets.

Dynamic cases are generally created via status field or stage field and used to manage and automate internal processes. Typically, a manager will create a status or stage field that they want users to follow to complete a process. Then, the user will go through these stages or statues by either completing an activity, or simply by manually updating the status or stage field.

Managers can even implement multiple processes within the same section. This is done by creating a look up field that drives which process to run.

With the Dynamic Case Management tool, managers can gain oversight into processes and standardize how users can take certain actions, and when. The flows can be as flexible or restricted as necessary.

  • Flexible: Gives users the ability to go through each step or stage as they please. Stages are not required, and a user can go back or move forward to any stage of the dynamic case without an issue.
  • Restricted: A more restricted DCM will allow managers to not only make certain stages required, but they may also need an approval from additional individuals to move to the next stage.

The great thing about DCM is it can be configured to fit the exact rules your processes require. Let’s take look at how you can customize your dynamic cases!

Customizing my Dynamic Cases

Managers can completely customize their flow experience in Dynamic Case Management. Creatio gives users the ability to apply seven different elements within their dynamic case.

  • Tasks: Managers can choose to require their users to perform a specific task prior to moving on to the next step. This can be anything from calling a customer or scheduling a meeting. Managers can set mandatory durations and even set reminders for the users to ensure that nothing is missed.
  • Approval: This element enables a step within the flow of the dynamic case that requires an approval from a specific individual or team. The element triggers a notification to users stating, ‘An approval is required’. Once the user lands on that specific step, an approval is submitted to the approver. Managers can even set up a notification to let the user know if the request has been approved or denied.
  • Change Access Rights: Access rights give managers the ability to change who can access specific records. For instance, once a user lands on a specific step [Submitted], they no longer have access to the record. This can be applied on a record-by-record basis, or a group of records.
  • Open Edit Page: This element will open the edit page of a new or existing record within Creatio. For instance, once a user lands on a certain step, they can be required to create a new record within Creatio. This can be a new service case, account, or a customized section within Creatio. It can also be used to edit an existing record.
  • Send Email: This is a great feature as it eliminates manual notifications, reminders, or general emails, and everything is sent automatically. Managers can use pre-defined templates and save them to re-use as desired. These can be sent to an individual or a group of individuals.
  • Sub-process: Managers can drive another process using a sub-process. This can be configured as you please. The element will automatically start the sub-process as soon as the user lands on this step or stage. Remember, you must set up the process first using the process designer prior to using this element.
  • Validation: Although this element is only available for financial services lending licenses, this element may be something you are interested in. With this element, managers can require a validation step to ‘verify’ a specific application as part of the case. This can be done by creating a checklist of items a user must take to verify or approve an application. Validation can help you simplify your decision-making process and ensure all your users are following a restricted flow for your applications.
elements within case

Think about all the ways dynamic cases can be useful within your business. But how do you know if you should be using all the elements, or some of the elements? Let’s look at some use cases for how to apply these to specific scenarios.

Use Cases

Order process: An order process can manifest in different ways. Depending on your product or service, your company may have multiple access points for customers to place an order. Whether it is a buyer simply purchasing one product or purchasing multiple products or services against a single order, the process you set up with Creatio’s Dynamic Case Management can adapt.  

Here are some elements you might use for this process:

  • Approval: Require an approval if an order is placed with a value greater than $50,000. This can be sent to a group of individuals.
  • Change access rights: Once an order enters a specific part the flow, you can restrict access to the assigned-to user and grant access to the VIP users.
  • Open edit Page: As soon as an order is placed, you would like your users to create a portal application record so the customer can view the status of their order, the items they ordered, and instructions on how to use the product.   
order status

Returns process: A returns process can have many different branches. You may have a return that is completed with the correct required documentation, such as a receipt. But you may also receive returns from customers that do not have the required documentation. You may also have customers who want to exchange the product. Think about your current return process. What is your policy?

Some elements that may be useful to this type of process include:  

  • Send an email: As soon as the return request has been submitted, send an email to the customer submitting the request. This email can be used to say” Your request has been submitted, here is the request number”.
  • Approval: Based on the type of return, managers can require an approval. Within this approval, specific team members can review documentation, review the overall request, and either approve or deny the request.
  • Tasks: Create a task for a user. As soon as the return request has been submitted, require the user to email the client and let them know whether the request has been approved or denied.
creating tasks

In a nutshell, Creatio’s Dynamic Case Management is a powerful tool that managers can use to improve process automation and oversight for their teams. For more information on how DCM can benefit you, watch our user group on it!  

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