Dynamic Case Management application
A Dynamic Case Management (DCM) application is one that evolves with you as your processes mature, and which allows for ad hoc procedures (Multi Step Tasks) to be created when existing processes don't quite fit.
Building a DCM App
Using the AgileApps Cloud platform platform, a fairly sophisticated Dynamic Case Management application can be built in a matter of days, and then evolved over time.
For a primer on the subject, see Template:^Build an App article
Features of a DCM App
All DCM apps share an extensive set of features with Database Application, including these:
- Mobile-enabled, with automatically generated, customizable Forms
- Pre-defined Cases Object and Tasks Object
- Pre-defined Email Templates that can be customized or used as-is.
In addition, as with all other applications, you can:
- Integrate with other applications (whether running on the platform or elsewhere) using a variety of strategies.
- Use Processes and Rules to automate your procedures
- Use Email Templates and Document Templates for formatted correspondence that integrates record data
In addition a DCM App lets you:
- Create a new case from incoming emails, using the Email Channel
- Specify Service Level Objectives to set operational targets for different kinds of cases
- Assign Tasks to users and recording completions in the Case history.
Note: The ServiceDesk application is a specialized DCM app for handling trouble tickets that provides additional features for customer support. (However, an organization can have only one ServiceDesk application, while it can have as many Dynamic Case Management applications and Database Applications as it likes.
- Learn more: ServiceDesk Features
