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Case Management Studio is a suite of out-of-the-box applications that allow business users to efficiently manage the activities and data for each part of the case process, as well as independently maintain and customize case workflows to meet an organization's unique needs. Case Management Studio consists of two parts, Workspace and Studio. Workspace is a central site for case workers and business users to carry out all of their case management responsibilities. Studio is where users can configure and customize your organization's case management workflows and processes with simple and intuitive no-code design tools.
Studio is made up of no-code design tools that allow you to configure every part of your case management process, from the icons to the order of tasks in a workflow. Studio consists of two main pages that represent the main areas of the case management process for you to configure. Each page has tabs or nested pages with configuration options.
The two pages and their tabs or nested pages are:
You can configure the color, image, and branding options for Workspace in the Solutions Hub
The All Case Types page consists of two main tabs, Home and Data. From these pages, you can access your case categories and the data fields that are common to all case types in Studio.
The Home tab is the main landing page for Studio. This tab allows you to see, drill into, and create new case categories.
A case category is a container to organize similar or related case types and share common data fields across them. When you drill into a case category, you can access any case types within the category, and create new case types. A case type is a smaller container that holds the case specific data, tasks, and workflow for a set of cases.
Case categories allow you to easily organize case types based on your own set of criteria. For example, a real-estate company might have a case category for all cases and requests related to their residential rental buildings. The case types in this case category might be maintenance request from residents, new resident applications, resident renewal applications, etc.
Each case category consists of two tabs; Details and Data.
The Details tab within a case category displays the case category name and description, as well as all case types in the category. From here, you can edit the case category details, drill into case types, and create new case types.
The Data tab within a case category displays the common data fields that are included in every case type in the case category. From here, you can also create new data fields for all case types in the category.
From the Details tab of a case category, you can view and drill into all case types for a case category.
Case types allow you to not only hold case specific data, such as customer or date submitted, but also allow you to create customized workflows for a set of cases. For example, in a residential case category, there might be a case type for maintenance requests. Each time a resident submits a maintenance request, it becomes a new case in the case type and begins the maintenance workflow.
Each case type consists of the following parts that need to be configured:
The Details tab displays and allows you to edit the Case Type Settings, as well as view the Configuration Status for the case type.
The Case Type Settings are properties of the case type, such as name, description, priority, and more.
The Configuration Status shows how many parts of the case type are configured.
The Data tab displays all of the data fields in the case type, including those configured at the case category level and those common to all case types in Studio. From this tab, you can add and edit data fields that are specific to the case type.
The Data tab also displays a visualization of the case type and category hierarchy.
The Intake Form tab allows you to create, edit, and preview the intake form for the case type. An intake form is one or more steps in a wizard that allow end-users of your process to initiate case creation, such as submitting a maintenance request.
Use the form builder to create or edit an intake form. The form builder is a set of tools that allow you to build an entire form without any code.
To get started making an intake form, just create a new one and add components in the body of the form using drag-and-drop. Once you've added and arranged your components, you can easily configure the display properties, data mapping, and validations for each component.
If you want to further customize an intake form built in form builder, a low-code developer can edit the intake form as an interface in Appian Designer.
The Workflow tab allows you to configure the case type workflow through creating, editing, and organizing both tasks and milestones. This tab also displays the milestones and tasks for the case type, as well as a visualization of the order in which the tasks connect together to form the workflow for the case type.
Tasks represent the actions and steps taken by users in order to complete the case workflow. For example, tasks in the maintenance request case type might be "review maintenance request", "inspect residence", "fulfill request", or "complete report on maintenance done".
Milestones are color-coded categories for your tasks that you can optionally create to help visually organize and easily distinguish different tasks.
The Summary Page tab allows you to configure the summary page that users will see when they view any case in the case type. To configure the summary page, you can add and edit the data that is displayed on each cases' summary page, as well as create an edit form. Edit forms allow users to make updates to the data in the summary. Once configured, you can preview both the display data and edit forms here.
Edit forms are created using the form builder, the same no-code tool that's used to create intake forms. You can either create an edit form from scratch or copy the case type's intake form.
The Data tab displays all data fields that are included in all case types, regardless of the case category. From this tab, you can also add new data fields to be included by default in all case types. This tab also displays a visualization of case categories and case types.
The TASKING page group consists of two nested pages, TASKS and TASK BLOCKS.
The nested Tasks page shows all tasks across all case types and categories in Studio and allows you to create, search, and edit tasks. Tasks represent the actions and steps taken by case workers and other users to complete the case workflow.
The nested Task Blocks page shows all task blocks across all case types and categories in Studio and allows you to create, search, and edit task blocks. The Task Blocks page also displays a visualizations of how the tasks are connected in each block.
Task blocks are groups of tasks that are chained together to create flexible pathways within a workflow. Task blocks aren't specific to a cast type and can be reused across all case types.
