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.
Dynamic Case Management?
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.
Cases vs. Cases Section
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.
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.
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.
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!
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
- 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.
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.
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
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.
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.
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.
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
- 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.
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?
elements that may be useful to this type of process include:
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.
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!