Configuring Process Insights for Case Management Studio

Overview

This page explains how to leverage process insights for your case management processes. It will explain how to add and configure processes 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 case management processes in process insights, you can either:

• Add one process that provides you with insights for all cases and tasks in your case management app.
• Add separate processes for individual case types that provides you with a more detailed look at specific processes.

If you want one process to see insights for all cases and tasks in one centralized place, you'll add a process using the Cases and Task record types that come out-of-the-box with Case Management Studio.

If you want to uncover more actionable insights for specific case types, you'll use the same record types and filter down to just the case type you're interested in.

Before you begin

Data stewards need access to the record types that make up your case management process. Case Management Studio ships with a CMGT Data Stewards group that already holds the Data Stewards role on all of them:

• Cases
• Tasks
• Case Type
• Status
• Priority
• Task Behavior Type
• Task Response Option

Because those roles are assigned out-of-the-box, you only need to add your data stewards to the CMGT Data Stewards group. You don't have to assign data stewards to each record type individually. To learn more about the group and where it sits in the group hierarchy, see CMGT Data Stewards group.

If you need to assign data stewards outside of that group, see assign data stewards.

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 one process for all case types and tasks

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
Is Automated	Task Behavior Type record type	Boolean	Categorical Attribute
Label	Task Behavior Type record type	Text	Categorical Attribute
Label	Selected 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 the process and drilling down to insights that will help your organization optimize and improve the process.

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.

To make these insights available to case managers without leaving Workspace, add the reports you build to the Reporting Overview dashboard. That dashboard backs the Reports page in the Workspace site and ships empty. For guidance on adding reports to a dashboard, see Build Dashboards.

Add a process for a case type

If you want a more detailed look at specific processes and get the most out of process insights and Case Management Studio, you can also report on individual case types. To do this, we recommend that you create a process for each case type.

To add a process for a case type, you'll first need to create bi-directional relationships between some of the record types used by your case management app. Bi-directional relationships are record type relationships on both sides of related record types that make it easier for process insights to find information. The record types that came out-of-the-box with Case Management Studio or were generated for you by the Control Panel already have relationships set up to go one way, so you simply need to set up relationships going the opposite way.

For example, there's already a relationship set up between the All Cases record type and the Case record type, so to create a bi-directional relationship all you would need to do is add a relationship going back the other way—from the Case record type to the All Cases record type.

To add a process for a case type, you'll first need to create bi-directional relationships between four key record types. Below is a table showing the existing relationships between the record types, the relationships that you'll need to add, and which record type to add the relationship on.

Existing relationship	New relationship to create	Where to add the relationship
Case Type record type to Category record type	Category record type to Case Type record type	Add to the Category record type
Category record type to All Cases record type	All Cases record type to Category record type	Add to All Cases record type
All Cases record type to Case record type	Case record type to All Cases record type	Add to the Case record type.

Add bi-directional relationships

To create bi-directional relationships in support of adding a process for a case type:

1. Open one of the record types listed above.
2. In the RELATIONSHIPS section on the Data Model page, click ADD RELATIONSHIP.
3. Select one of the record types above to relate to this record type.
4. Click NEXT.
5. For Relationship Type, select One to One.
6. Select the common record fields for the relationship. We recommend selecting primary key ID fields as common fields, like categoryId, allcasesdataId, and caseId.
7. In the Write and Delete Related Records field, keep the default option selected: Do not write or delete <record type name 2> when modifying <record type name 1>.
8. Click ADD, then SAVE.
9. Follow these same steps to set up the rest of the necessary relationships for your record types.

To learn more about record type relationships, see our page on Adding record type relationships.

Note that you will need to set up the relationship between the All Cases record type and the relevant category record type for each case type you want to report on.

Add a process

Now that you have your additional relationships set up, you can follow the above steps to add a process for each case type you want. The only change in these steps is while configuring your case data using the standard steps to add a process.

Follow the instructions in step 3 of the Configure process data section on the Add Process page with the below modifications:

1. Click FILTER DATA and Add Filter.
2. For Field, select the Case Type ID field.
3. For Operator, select Equals.
4. For Value, enter the case type ID for the case type you want to create a process for.

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