Case investigation, actions, and escalation

Case Flow gives analysts a structured workspace for reviewing cases, assigning ownership, recording comments, requesting information, and progressing a case through its lifecycle. It supports a controlled distinction between routine investigation activity and consequential actions such as escalation, closure, and filing.

For analysts, this is the day-to-day execution layer of the product. The configured workflow turns policy into guided work by showing the permitted actions, collecting the evidence needed to support a decision, and routing the case to the next accountable party. A well-designed implementation reduces variation in how similar cases are investigated and makes escalations and closures more consistent and reviewable.

• Assign work to the appropriate analyst; use workboards for shared operational queues.
• Review a case and its supporting context, add comments, request data, and submit responses.
• Present approved actions to the right users at the right workflow step.
• Capture required rationales, resolutions, and structured outcomes for high-risk actions

Steps to enable and configure

• Define investigation actions, escalation routes, closure resolutions, and mandatory evidence in the workflow.
• Configure access by persona.

Tips and considerations

• Align available actions and required evidence to documented procedures.
• Use separate analyst, team lead, and supervisor responsibilities where approval or segregation of duties is required.