iCasework provides configuration tools at two levels. Our Administration interface provides a vast array of wizards and preference screens allowing nominated client staff to manage the system efficiently on an ongoing basis. Changes to input forms, letter templates, time scales, stage outcomes and many other areas of functionality can be all achieved by authorised users with a minimum of training.
Our Configuration interface provides expert design tools such as our forms designer and our workflow designer for more structural changes to processes and forms. The Configuration interface is typically used by our implementation staff to match industry templates more closely to client requirements.
Administrators can define the hierarchies and structure of the organisation and related products and/or services. They can define how different case types are to be processed and assigned as well as any associated timescales for case completion specific to the product or service. Knowledge articles – such as FAQs – can also be defined and allocated to different parts of the organisation and made available to be accessed by users such as call handling agents or mobile workers.
Administrators allocate roles and permissions to users. The authentication of users can be handled by iCasework (the administrator setting a user name and password for each user), or through SAML, linked to your existing user directory (such as a LDAP-compliant service) – reducing the burden on users to remember different user names and passwords. This also reduces the administrative burden; Additional details such as users’ address, email, phone number and so on are retrieved from the user directory.
Teams are used when defining case assignment and escalation rules. Users can be assigned to one or more teams. Administrators can organise the membership of teams and also move teams around within the business structure.
Administrators can easily and simply define and update the classifications used to categorise your products, services and root causes. Threshold alerts can also be set.
Tasks, actions and correspondence can be set to be completed within specific time limits or within a time limit set by a case handler. Target times can also be defined for each case type and each escalation stage as required. Each target time can be defined to be calculated as either business or calendar days. Therefore, even the most complex legislative requirements can be met and successfully managed.
Administrators can define standard time limits for cases, escalation stages, tasks and correspondence. All time limits can be optionally based on business or calendar days.
Administrators can define how and when cases are escalated within a specific process.
Administrators can maintain and design both letter and email versions for all templates used within the system. Additional templates can also be created and standard paragraphs can also be developed.
Administrators can create new tasks or actions to be triggered or made available at specific process stages for each case type.
Administrators can maintain details of regularly used parties that may be involved in or linked with cases (such as suppliers, lawyers, consumer associations, elected officials and regulator contacts).
Administrators can add online help for use by case handlers at set points during completion of each process stage.
Administrators have access to maintain all drop-down lists within the system.
All administrative activities are audited and captured within an administration audit trail. Administrators can also access this searchable audit trail to view the activities of a specific user on the system or view all activities of a specified type.
Users must be given access to the administration area if they are to access the features available. Administration access may be limited to administering just the team or service area that user is responsible for.
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