Case management overview
IBM® Case Manager simplifies the job of designing and building a case management system and provides a graphical user interface for case workers to easily manage cases. With IBM Case Manager, you design a case management solution that is based on closely related cases and then deploy that solution into a production environment. Case workers can then complete work items associated with cases.
For example, if you want to design a solution for resolving credit card disputes, IBM Case Manager provides tools to quickly design and create a solution that case workers can then use to process cases in that solution.
IBM Case Manager unifies
information, processes, and people by providing you with the following
key functionality:
- An active-content infrastructure that manages the persisted case object model and enables content-based events for case activities. For example, the addition of a document or a field change triggers a case task.
- Enterprise content management integration that includes complete document lifecycle capabilities including versioning, security, and records management.
- True content management functionality that enables you to store document metadata that you can later modify and search on.
- A process map that manages the logic for the execution of a task.
- An out of the box user interface that is built in a flexible and easily customizable widgets-based environment that you can also extend to create a role-based client experience that provides case workers with the information they need to work on cases.
- Template-based solutions that you can easily modify and reuse.
- Rich analytics provided by IBM Watson Content Analytics, Case Analyzer, and Cognos® Real-time Monitoring that provide you with several ways to track and measure performance that is associated with cases and workloads so that you can optimize your cases.
The following users install, maintain, design, and use the case
management system: a business analyst, a case worker, and an information
technology (IT) administrator.
- IT administrator
- The IT administrator is responsible for installing, configuring, and maintaining the case management environment. The IT administrator also deploys solutions into a production environment.
- Business analyst
- The business analyst designs the case management solution, including the user interface layout.
- Case worker
- The case worker uses the solution to achieve the business objectives by processing work items that are associated with their role.
- Case management solution concepts
Solutions consist of case types, tasks, steps, and other components. A solution is an application that case workers use to process cases. - Scenario: Financial services credit card dispute resolution
IBM Case Manager can provide card-issuing banks with a case management solution for credit card dispute resolution. IBM Case Manager provides a comprehensive view of the case for the case workers, improves case worker efficiency, and reduces the chance for errors as the case is being processed. - Scenario: Automobile insurance claims
IBM Case Manager provides a sample solution for creating and managing automobile insurance claims. With the case management system, you can associate the data about the claim and the submitter with the supporting documentation as it is submitted. The business analyst can quickly process any required changes to the automobile claim solution. By configuring a solution in IBM Case Manager, you can ensure that claims are processed completely and accurately. - Case Manager Builder
The Case Manager Builder is a web-based tool for business analysts to design and develop a solution and the artifacts that make up cases in that solution. Optionally, business analysts can use a wizard in Case Manager Builder to guide them through creating a solution, or they can create the solution components manually and in any order. After the solution is initially defined, multiple business analysts can collaborate and contribute to the solution creation and refinement. For example, while one business analyst designs case types, case properties, and tasks with corresponding workflows for case workers to process, another can define business rules for automated decision making. - Case Manager Client
The Case Manager Client is a web-based application for case workers to complete their work for each case. Before the Case Manager Client is deployed into production so that case workers can access it, business analysts can modify the application to customize it. - IBM Case Manager configuration tool
The IBM Case Manager configuration tool is used to configure Case Manager Builder, Case Manager Client, and integration points with other optional components. Based on the values that you specify, the configuration tool configures the environment and deploys the applications. - IBM Case Manager administration client
The IBM Case Manager administration client is a web-based application that is used to administer your case management system. Administrators can access wizards to work with solutions, manage project areas, configure security and auditing, and migrate case management components from one environment to another. - What's new in IBM Case Manager, Version 5.2.1?
IBM Case Manager, Version 5.2.1 provides new features and other enhancements.
Related concepts:
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