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.
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)