1. Case Creation and Intake 1.1. Case intake: Capture initial case information. 1.2. Case data import: Allow case data to be imported from emails, files, or other systems. 2. Case Tracking and Management 2.1. Case status updates: Monitor and update case progress in real time. 2.2. Prioritization and categorization: Assign priorities, labels, or tags for easy sorting. 2.3. Dashboards and views: Provide at-a-glance views of active, pending, and resolved cases. 2.4. Task management: Track tasks and deadlines associated with a case. 3. Document Management 3.1. File storage and retrieval: Upload and manage case-related documents. 3.2. Version control: Track changes and maintain document history. 3.3. Integration: Sync with external document management systems. 4. Workflow Automation 4.1. Rules and triggers: Automatically assign cases, send reminders, or escalate issues based on pre-defined criteria. 4.2. Approval processes: Streamline case-related approvals or signoffs. 4.3. Templates: Use predefined forms, letters, or responses to save time. 5. Data Analysis and User-generated Reporting 5.1. Customizable reports: Ability to generate customizable reports, including case statistics, timelines, and trends. 5.2. Analytics dashboards: Ability to create and visualize key performance indicators (KPIs) and metrics. 5.3. Raw Data: Ability to access and extract all data from system to third-party sources. 5.4. Audit logs: Track all actions for compliance and accountability.
