What is Case Management?

Case Management provides the ability to manage long running processes to meet an organization's needs managing escalations, investigations, problems, applications, and other complex issues.

For example, a case can be created when a help desk complaint requires a formal grievance or disciplinary action process. In this way cases allow an organization to address issues that stretch over a long periods of time, require complex business processes for successful completion, or have outcomes that can be difficult to predict or measure.