Difference between revisions of "Dynamic Case Management application"

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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.
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.
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===Building a DCM App===
Using the {{EnterpriseBrand}} 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 {{^Build an App article}}
=== Features of a DCM App===
=== Features of a DCM App===
All DCM apps share an extensive set of features with [[Database Application]]s, including these:
{{:DCM App Features}}
:* Mobile-enabled, with automatically generated, customizable [[Forms]]
:* Pre-defined [[Cases Object]] and [[Tasks Object]]
:* Pre-defined [[Email Templates]] that can be customized or used as-is for formatted correspondence that integrates record data.
:* [[Processes]] and [[Rules]] can be created to automate your procedures.
:* [[Document Templates]] can be created to generate formatted documents that integrate record data.
:* 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 lets you:
===Building a DCM App===
:* Create a new case from incoming emails, using the [[Email Channel]]
Using the {{EnterpriseBrand}} platform, a fairly sophisticated Dynamic Case Management application can be built in a matter of days (once you know how things work). It can then be evolved over time.
:* Specify [[Service Level Objectives]] to set operational targets for different kinds of cases
:* Assign Tasks to users, recording completions in the Case history.


{{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.
For a primer on the subject, see {{^Article Build a DCM App}}
:''Learn more:'' [[ServiceDesk Features]] }}
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Latest revision as of 02:13, 31 January 2014

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.

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 predefines a Cases object that provides even more 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.
  • Service Level Objectives you can use to set operational targets (time to respond and time to resolve) for different kinds of cases
  • Social Channels
  • Email Channel - Create cases automatically from incoming messages.
Record emailed responses in the case history, as well as the outgoing message.


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 (once you know how things work). It can then be evolved over time.

For a primer on the subject, see Building a Dynamic Case Management Application in the AgileApps Cloud (pdf)