Overview
Case management enables your team to do manual reviews and manage information collected from customers. For example, a case can represent a loan application, a card transaction, or a safety report.
Each case is associated with a workflow, and it contains a decision and features that are defined by the workflow.
Create a case
To manually create a case, first give it an optional name and select the workflow. After the workflow is selected, add the feature values.
You can also create a case from a workflow, take a look at Add a case node to learn more.
Assign cases
You can either manually assign a case or send a case to a case queue.
Case queues assign cases to agents evenly. To use case queues, first create the case queue and then attach it to a case node in the workflow.
Execute the workflow
After a case is created, you can execute the associated workflow to get an automated decision. After the execution finishes, you can find it in the Executions tab.
Change the decision
The decision of the case can be updated by an execution or a user. After reviewing the case, you can change the decision.
