Case Management
Case Management is a customer service system that enables departments/business units to efficiently manage their business operations. The application enables teams to evaluate inquiries and requests, communicate with and collaborate with customers, answer questions, and resolve issues promptly, effectively managing their operations. We use the Service Now platform to deliver Case Management.
Key Features
- Centralized workspace for managing case records
- Foundational service catalog and support group structures with organizational access control
- Standardized workflow model to process cases from initiation through resolution
- Communication mechanisms to support both requester and fulfiller collaboration
- Self-service customer portal to submit new requests and view the status of open inquiries
- Case Tasks to facilitate collaboration and parallel work efforts
- Dashboards and reports to support the day-to-day work of staff fulfillers and leadership's ability to manage their operations
- Tools to create structured intake forms by designated department staff
- Self-service training and support
Benefits
- Enhance customer experience with structured intake forms that capture required information upfront and automatically generate Cases for centralized tracking, ongoing communication, and efficient resolution.
- Improve fulfillment staff efficiency and streamline operations with structured workflows that support effective Case Management and collaboration.
- Ensure controlled access to case records by restricting visibility to designated fulfillment groups, so only authorized agents and staff can view or interact with sensitive data.
- Enable centralized communications, activity, and oversight to manage Case activity through intuitive records, reports, and dashboards.
Eligibility
University departments