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Difference between revisions of "Dynamic Case Management application"

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:* Use [[Processes]] and [[Rules]] to automate your procedures
:* Use [[Processes]] and [[Rules]] to automate your procedures
:* Use [[Email Templates]] and [[Document Templates]] for formatted correspondence that integrates record data  
:* Use [[Email Templates]] and [[Document Templates]] for formatted correspondence that integrates record data  


In addition a DCM App lets you:
In addition a DCM App lets you:
:* Create a new case from incoming emails, using the [[Email Channel]]
:* Create a new case from incoming emails, using the [[Email Channel]]
:* Specify [[Service Level Objectives]] to set operational targets for different kinds of cases
:* Specify [[Service Level Objectives]] to set operational targets for different kinds of cases
 
:* Assign Tasks to users and recording completions in the Case history.
.
All applications allow for collaboration, by assigning Tasks to other users and recording completions in other actions in the history that is attached to each record.
In addition, applications can share objects. The Accounts and Contacts objects, for example, are part of ServiceDesk, where they are intended to help manage customer interactions. While they are not automatically included in other applications (which may have no need of them) those objects and others can be made available to an application, using Resource Sharing.
 


{{Note|The [[ServiceDesk application]] is a specialized DCM app for handling trouble tickets that provides additional features for customer support. (However, an organization can have only one ServiceDesk application, while it can have as many Dynamic Case Management applications and [[Database Application]]s as it likes.
{{Note|The [[ServiceDesk application]] is a specialized DCM app for handling trouble tickets that provides additional features for customer support. (However, an organization can have only one ServiceDesk application, while it can have as many Dynamic Case Management applications and [[Database Application]]s as it likes.
:''Learn more:'' [[ServiceDesk Features]] }}
:''Learn more:'' [[ServiceDesk Features]] }}

Revision as of 00:10, 8 August 2013

A Dynamic Case Management (DCM) application is one that evolves with you as your processes mature, and which allows for ad hoc procedures (Multi Step Tasks) to be created when existing processes don't quite fit.

Building a DCM App

Using the AgileApps Cloud platform platform, a fairly sophisticated Dynamic Case Management application can be built in a matter of days, and then evolved over time.

For a primer on the subject, see Template:^Build an App article

Features of a DCM App

All DCM apps share an extensive set of features with Database Application, including these:

  • Mobile-enabled, with automatically generated, customizable [{Forms]]
  • Integrate with other applications (whether running on the platform or elsewhere) using a variety of strategies.
  • Use Processes and Rules to automate your procedures
  • Use Email Templates and Document Templates for formatted correspondence that integrates record data

In addition a DCM App lets you:

  • Create a new case from incoming emails, using the Email Channel
  • Specify Service Level Objectives to set operational targets for different kinds of cases
  • Assign Tasks to users and recording completions in the Case history.

Notepad.png

Note: The ServiceDesk application is a specialized DCM app for handling trouble tickets that provides additional features for customer support. (However, an organization can have only one ServiceDesk application, while it can have as many Dynamic Case Management applications and Database Applications as it likes.

Learn more: ServiceDesk Features
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