About Case Management

The process of case management varies depending on the agency using Siebel Public Sector. To a social service agency, a case often represents a request for benefits. To a law enforcement department or national security agency, a case typically refers to an investigation. To a tax agency, a case can be an audit, an attempt to collect taxes due, and a taxpayer inquiry about a tax bill. Case management functionality in Siebel Public Sector is designed to meet the needs of a broad range of case management uses.

Although each type of case has specific requirements, and individual agencies have unique procedures for managing cases, many of the underlying case management processes are similar. Users create cases in Siebel Public Sector and assign owners to cases. Users can add supporting documentation, notes, and other details to the case. They can associate the case with accounts, contacts, and addresses. The case owner, and possibly other agents, must complete a set of activities to process the case. Users might arrange meetings for the case. They can use time sheets to assign their time to cases and then submit these time sheets to their managers for approval.