Overview

This page explains how to leverage process insights for your case management processes. It will explain how to add and configure a process with case management data for use in process insights, as well as provide you with links to additional resources.

This page is intended for data stewards. Data stewards are responsible for selecting which record types to include in a process and configuring the case and event data in the process, so that analysts can explore and uncover new insights to optimize the process.

Process insights and Case Management Studio

Once you have your case management app configured and case workflow established, you can start setting up process insights for your business process.

Process insights is a part of Process HQ that lets you take advantage of low-code process mining and allows you to discover inefficiencies and bottlenecks in your business processes, saving you valuable time and resources.

A business process is a set of activities your organization performs as part of their business. For Case Management Studio apps, this would be the workflows configured for all case types. In process insights, we organize and curate information about a case management workflow into a unit of data that can be analyzed to uncover actionable insights. We call this unit of data a process.

To learn more about what makes up a process, see What is a process.

Analyzing case management processes

When configuring your case management process in process insights, you'll use the Cases and Task record types that come out-of-the-box with Case Management Studio. This allows you to get insights for all cases and tasks in your case management app instead of adding separate processes for each case type or category.

To uncover actionable insights for specific case categories and case types, we recommend you use filters and set up views to focus on the relevant case data. Custom case data that comes from fields added in Studio to all cases, case categories, or case types cannot be analyzed using process insights.

Before you begin

Before you begin adding your case management data as a process in process insights, make sure that you have access to the Cases and Tasks record types for your process.. To enable users to add and configure a process, you need to assign users from your case management studio groups as data stewards to the out-of-the-box Cases and Tasks record types, as well as the Case Type, Status, Priority, Task Behavior Type, and Task Response Option related record types.

Unlike with other record types, the data in the Cases and Tasks record types is prepped and ready to use out-of-the-box in process insights, with no need to do any additional data preparation.

Add a process

Data stewards can follow the standard process to add the case management process for analysis in process insights.

When adding a process, select the following case management record types for your case and event record types:

1. In the Select a Case Record Type step, select the Cases record type that came out-of-the-box with Case Management Studio.
2. In the Select an Event History Record Type step, select the Tasks record type that came out-of-the-box with Case Management Studio.

Configure process data

Configuring data for the case management process data consists of selecting and renaming record fields to use as attributes in a process and mapping those fields to the appropriate attribute types. To configure process data, data stewards should follow the standard steps while referencing the suggested field information below.

While configuring the process data, we recommend selecting the following fields, using the suggested field mappings, and renaming any duplicate field names to be unique. Data stewards can also optionally select and include other record fields depending on the use case and requirements.

Mapping Case record type fields

Select and map the following fields from the Cases record type, as well as the Case type, Status, and Priority related record types. To include a record field from a related record type, select the field from the list of record fields and custom attributes on the left of the Configure Case Data list.

Record field name	Source	Field type	Field mapping
Case Id	Cases record type	Integer	ID
Title	Cases record type	Text	Descriptive Attribute
Description	Cases record type	Text	Descriptive Attribute
Due On	Cases record type	Date and time	Descriptive Attribute
CompletedOn	Cases record type	Date and time	Descriptive Attribute
Source	Cases record type	Text	Categorical Attribute
Created By	Cases record type	User	Categorical Attribute
Created On	Cases record type	Date and time	Descriptive Attribute
Number Of User Assignees	Cases record type	Integer	Numeric Attribute
Number Of Group Assignees	Cases record type	Integer	Numeric Attribute
Duration Days	Cases record type	Integer	Numeric Attribute
Is Overdue	Cases record type	Boolean	Categorical Attribute
Case Type Name	Case type record type	Text	Categorical Attribute
Status Label	Status record type	Text	Categorical Attribute
Priority Name	Priority record type	Text	Categorical Attribute

For a better analysis experience, you can optionally create a new Groups based on Range custom attribute to group together some of the attributes with numeric field mappings to categorize a range of values. To learn more about creating custom attributes, check out the Custom Attributes page.

Mapping Event History record type fields

Select and map the following fields from the Tasks record type, as well as the Status, Task Behavior Type, and Task Response Option related record types. To include a record field from a related record type, select the field from the list of record fields and custom attributes on the left of the Configure Event Data list.

Record field name	Source	Field type	Field mapping
Case Id	Tasks record type	Integer	Case ID
title	Tasks record type	Text	Activity
Available On	Tasks record type	Date and time	Start
Due On	Tasks record type	Date and time	Descriptive Attribute
SLA Days	Tasks record type	Integer	Numeric Attribute
Completed By	Tasks record type	User	Event User
Completed On	Tasks record type	Date and time	End
Is Ad Hoc	Tasks record type	Boolean	Categorical Attribute
Is Completed	Tasks record type	Boolean	Categorical Attribute
Status Label	Status record type	Text	Categorical Attribute
Label	Task Behavior Type record type	Text	Categorical Attribute
Is Automated	Tasks Behavior Type record type	Boolean	Categorical Attribute
Label	Task Response Option record type	Text	Categorical Attribute

Renaming duplicate fields

To help make the process data and insights understandable at a glance, it is important for either data stewards or analysts to provide helpful and unique names for each field.

Because of the way that some fields in the Cases and Tasks record types are named, there are duplicate field names that data stewards will need to edit before continuing. These fields should have unique names that help users to easily understand the purpose of the field.

For example, you could rename the multiple Label fields to describe what they are labeling, such as:

• Priority label
• Task behavior type label
• Task response option label

Once a data steward has finished adding the process, analysts can use the Rename Attributes option to ensure the names are clear and meaningful for business users. Check out the Add Process page, to learn more about renaming attributes.

Configuring process properties and security

Data stewards can follow the standard steps to:

• Configure process properties.
• Schedule process updates.
• Configure process security using the users and groups from your out-of-the-box or custom Case Management Studio groups to assign permissions for the process to business users.

Next steps

Once a data steward has added and configured your case management data as a process, analysts and other business users can start exploring and investigating the process, uncovering insights that will help your organization optimize and improve the process.

To see insights for a specific case type or case category, create a view for each.

Process insights provides a number of default key performance indicators (KPIs) to help you measure the success of your process. You can also create custom KPIs to track the indicators most relevant to your business.