Dynamic Case Management application
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 Applications, including these:
- Mobile-enabled, with automatically generated, customizable Forms
- Predefined Tasks Object - assign Tasks to users and record completions in the record history.
- Processes and Rules can be created to automate your procedures.
- Document Templates can be created to generate formatted documents that integrate record data.
- Email Templates can be created, to automatically insert record data when sending correspondence
- Messages sent from a record are automatically recorded in the record history
- A variety of integration strategies you can use to interact with other applications, whether running on the platform or elsewhere.
In addition a DCM App provides a pre-defined Cases Object that provides a number of additional features:
- Pre-defined Priority and Status fields that appear at the top of each Case record
- Pre-defined Email Templates that can be customized or used as-is for formatted correspondence that integrates record data.
- Record responses to an email in the record history, as well as the message that was sent.
- Specify Service Level Objectives to set operational targets for different kinds of cases
- Use the Email Channel, Facebook Channel, Twitter and Twitter Search to create cases automatically
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
