iCasework has been designed around a model of case management that matches the vast majority of business processes. That model uses a workflow trajectory based around the following model:

• Case entry
Cases may be captured through configurable eforms, deployable through self service, contact centers or mobile facilities. Cases may also be created directly from emails received or through our web service api.
• Intelligent routing
Cases may be assigned directly to the relevant team or case worker using location based information or complex formulas where required.
• Case acceptance
Once assigned, cases may be accepted, rejected or re-assigned as required.
• Stage management
Cases may be handled through one or more stages, each completed by an outcome. For example, approval processes often consist of a decision stage and an appeal stage.

iCasework provides a number of components or building blocks, designed explicitly to integrate together. Mapping a process in iCasework thus becomes a matter of configuring case stages and outcomes, then combining them with one or more building blocks. For example, a configured process exposes an event model that may be utilised to trigger a task or email automatically at a pre-defined point in the process.