Case Management

The following document highlights the Case Management platform's details.

Overview

Case Management, also known as the Applications page, is a robust platform designed to manage all user application and their status. It provides comprehensive user information throughout the workflow, or user journey, and it is majorly used by reviewers to assess applications flagged with the status “Needs Review.” Reviewers scrutinize each application to decide on its approval or rejection.

Key Features:

• Centralized management of user applications.
• Detailed user journey information.
• Role-based access for reviewing and decision-making.

Creating a New Application

ROLE(S) WITH ACCESS TO THE FEATURE

Admin, Auditor, Support

To create a new application, follow these steps:

1. Generate Instant Link: Create a direct link for users to complete their application.
2. Select Workflow and Transaction ID: Choose the appropriate workflow and assign a unique transaction ID, which will be tied to each unique user.
3. Fill Workflow Inputs (Optional): If the workflow has specific inputs, they will appear in a modal for completion.
4. Generate Link: After entering the required details, generate a link for the user to facilitate seamless onboarding. For additional links, use the "Generate Another Link" option, which will generate a link for the same user using the same transaction ID.

Filters

ROLE(S) WITH ACCESS TO THE FEATURE

Admin, Reviewer, Developer, Auditor, Support

With a high volume of transactions, effective management is key. The Case Management system offers dynamic filtering options, allowing users to add or remove filters as needed.

Application Filters

• Date Range: Choose a predefined date range or manually select from the calendar.
• Application Status: Filter applications based on their status, such as “Manual Review” for easier focus.
• Workflow Name: Sort applications by workflow name.

Customer Filters

These filters allow for refined searches based on customer-specific criteria:

• IP Address
• Country Selected
• Date of Birth

note

The Date Range filter is set by default. Additional filters can be added as needed. To remove a filter, hover over it and click the cross icon.

Other Options

• Apply Button: Click to view the data filtered by the selected criteria.
• Search Option: Quickly locate specific transactions by entering a transaction ID or user name.
• Refresh Button: Reloads the page to display newly added applications and the latest information.

Table Actions

The table action section provides tools to customize and download data for various purposes.

• Download CSV: Click "Download as CSV" to save the table's data in a CSV file.

  ROLE(S) WITH ACCESS TO THE FEATURE

  Admin

• Edit Columns: You can select which columns to display, ensuring a clear and concise view by avoiding the clutter of unnecessary columns.

  ROLE(S) WITH ACCESS TO THE FEATURE

  Admin, Reviewer, Developer, Auditor, Support

Individual Application or Transaction View

ROLE(S) WITH ACCESS TO THE FEATURE

Admin, Reviewer, Developer, Auditor, Support

Accessing an application (or transaction) from the Applications page directs you to a detailed view of that application. The detailed application view includes the following sections:

• Summary: Lists all module names in sequence, similar to a book's index. Click on any module to view its full details.

• Application Details: Provides comprehensive information on user actions within each module.

• Status: Displays the current status of the application.

• Select Flags: Shows unsuccessful statuses that can be altered by the reviewer, based on the application’s status.

• Approve/Reject Option: Reviewers can approve or reject the application.

  ROLE(S) WITH ACCESS TO THE FEATURE

  Admin, Reviewer

• Comments: Allows reviewers to add comments and notes regarding the application, which can be useful for record-keeping and decision-making.