Generic case classification maintenance overview
Custom classifications are the building blocks of all generic cases, representing the structured framework that will empower end users in defining and nurturing standardised processes to be executed repeatedly for each new occurrence of a certain case type. Any number of customer-facing and internal classifications can be created to suit the working practices of the housing organisation, mapping out procedures and proactive response mechanisms that will underpin their service provision. Each new classification entry must be linked to a system component or focus area - referred to as an Entity - governing the range of related data components and communication tags that will be available during the progression of each associated case.
All generic cases can be service level driven, controlled through the inclusion of a Service Level Agreement (SLA) within the overarching custom classification. For each generic case classification defined by the end user, there are three aspects of SLA compliance tracking available: amber warning period, follow-on escalation and target completion exceeded. SLA targets that are defined at case classification level must transcend the individual SLA targets for the related tasks, with robust system validation rules ensuring that proposed target completion dates are synchronised. Once an SLA indicator is reached, the system can be configured to dispatch an automatic alert to individual user accounts that are associated through the case classification, notifying them of the situation. User accounts can be linked directly to the SLA notification process or by association through their membership of an allocated role.
The allocation of tasks to a classification type defines how the resulting generic case will be progressed. Any number of discrete tasks can be linked to a generic case, with a specific attribute governing whether each can appear more than once within the same execution plan. In structuring all the activities that are relevant to a generic case, tasks can be added manually at the point of need, or they can be linked automatically by virtue of their existence within an associated workflow path. Dictated by the nature of the assigned tasks, dependencies can be configured between them to restrict the point at which related tasks are commenced.
Upon raising a generic case, the assigned ownership credentials are automatically transferred based on the rules assigned to the classification type, specifically one or more individual user accounts together with any additional role permissions. From an end user perspective, all assigned generic cases can be viewed and progressed via the 'cases and tasks' Home pane, which is in essence a consolidated 'to do' list, displaying a status breakdown for each case in real time, and supported by drilldown functionality to facilitate case updates being applied on-the-fly.
Separate help articles have been created for each key aspect of generic case classification maintenance, including: