Case Management issues can be created directly from a survey or be manually entered to manage the lifecycle of a problem resolution or the implementation of improvements. This type of application has several categorizations:

• Closed Loop Management
• Find and Fix
• Recovery Management
• Issue Management

A Case is a single repository consisting of the original issue, customer contact information, internal attachments and notes, as well as documentation of what actions are taken in response to the issue. A case is expected to be resolved within a specific time frame (e.g., 72 hours) of its creation. Therefore, Case Management functions on a real-time basis in order to present the most current information.

User Roles

There are two main user levels for Case Management:

• Caseworker - This user level sees only cases assigned to them. Caseworkers can add, work, escalate, and resolve a case within their assigned hierarchy level, i.e., they cannot access a case assigned to another caseworker. See Work on a Case for additional information.
• Manager - This user level sees their assigned hierarchy level, such as a district or region. Managers can perform all the same tasks as a caseworker, but have access to all cases under their supervision. See Managing Cases for additional information.

Supported Measures

Case Management creates a case automatically when a rule is set in a hierarchy supported ForeSee CX Measure to identify a specific survey response, such as an overall Satisfaction score of less than five. Manual cases are not created from a survey, but must still be associated with a hierarchy supported ForeSee^® CX Measure in order to be reported in CX Suite.

Currently, the following CX Measures are capable of integrating with Case Management:

• Location/Store
• In Store Pick Up/BOPIS
• Contact Center (No IVR)
• Fulfillment