A case template is created based on the reason for the case and is customizable to your team's needs. You'll chose a specific name for the case template, which will help your team members more clearly view cases that are for their specific job function.
Let's say your organization has a KYC team and a fraud team who are both reviewing Persona inquiries for various reasons. Case templates allow you to define the reason for case creation inside the workflows (e.g. if the individual is under 18, then create a case for KYC review) and name the case based on the case type. That way, when someone from your KYC team logs into Persona, they can filter for the KYC case type so that they'll see only cases named KYC.
Customize your Case Template
In the Cases tab on the Dashboard, you'll see a Case template section. When you navigate into the Case template section you're able to create a new Case template. Here you'll name and customize the Case template (we recommend assigning a name relevant to the reason for review).
To customize the template, simply drag and drop modules onto your layout using the Case Layout Editor. Within Settings, you can select the case assignment policy, configure the Case layout, and select the notification policy. You will also be able to create custom statuses to mirror internal workflows, select actions your review agents can trigger directly from the case view, and create custom fields for data import.
Case Layout Editor
When you click into a Case template, you will land on the layout editor view with a component library of prebuilt modules. You can drag and drop any of the pre-built modules onto the grid view to start building your custom case layout
In the Case template section of the dashboard, you'll find a card that is called Case Layouts. This is where you can configure the view that you see on a per case basis. You can change the Case Layout by clicking the edit section on the layout card.
When you click edit, you will notice a library of case modules. You can drag and drop each of the modules onto your case template to make these pieces of information available in your case view. You can change the size of each of the modules by dragging the bottom right-hand corner.
To reduce scrolling, you can also add each of these modules onto tabs. To create a new tab, click on the upper tab and you’ll see a list of all tabs available in a Case template view. You can rearrange, rename, and delete tabs, depending on how your team wants to arrange their information.
Below is a list of the modules that you'll see when you click edit for your Case template layout.
- Case Info: View an overview of all information required for review. You can toggle fields on and off depending on what you want to show.
- Case Comments: View and add comments for a case. Timestamps and comment authors are automatically included.
- Event Timeline: View all events associated with a case in UTC.
- Tags: View tags for review. This should always be on.
- Checklist: View case checklist - Create a custom checklist for review agents to follow and complete when reviewing each case. You can also enable checklist requirements to ensure that all requirements are met during the manual review process to help prevent errors.
- Verifications: View any verifications related to this case. You must select what verification you want to display.
- Verification: Database - View any Database verifications related to this case
- Verification: Document - View any Document verifications related to this case
- Verification: Email - View any Email verifications related to this case
- Verification: Government ID - View any Government ID verifications related to this case
- Verification: Phone Number - View any Phone Number verifications related to this case
- Verification: Selfie - View any Selfie verifications related to this case
- Report: View any report related to this case. You must select what report you want to display.
- Report: Address Lookup - View any Address Lookup reports related to this case
- Report: Adverse Media - View any Adverse Media reports related to this case
- Report: Email Risk - View any Email Risk reports related to this case
- Report: Watchlist - View any Watchlist reports related to this case
- Report: Phone Risk - View any Phone Risk reports related to this case
- Report: Profile - View any Profile reports related to this case
- Report: Social Media - View any Social Media reports related to this case
- Key Value Pair: Bring in data from a third party system with custom code and display it in a grid or table format
- Attachments: Upload and view PDF/Image attachments within your cases.
- List matches: View any matches based on a certain type (face, name, etc.) for a given case.
Once you've toggled on/off the appropriate fields, select "confirm" and this will bring you back to the Case Template page.
You'll now notice the Case Layout will match what you've toggled on and off. Within each module will be additional attributes that you can toggle on and off based on your reason for review. If you're reviewing cases and you find that a particular field within a selected module is not a necessary field for review, this is where you come to toggle it off.
Next, if everything looks good, you'll need to ensure that you save the changes you've made before navigating out of the Case Template page. Once you change the view of the Case template, moving forward, all Cases created on that template will have this new view in the order that you've selected.
Case assignment policy
Within your case template set up you can select the assignment policy for the cases. You have several assignment policy options:
- Inquiry creator: Cases created from this template will be assigned to the user who created the inquiry via the Dashboard.
- Round robin: Cases created from this template will be assigned in a round robin fashion to the selected group of users. You'll be able to select the specific users in a drop down box. Please note that a user needs to be added to the Persona dashboard in order to receive a case assignment.
- Fewest cases: Cases created from this template will be assigned to the user from the selected group with the fewest open cases. Again, you're able to select the specific users in a dropdown box.
Similar to case assignment policy, within your case template setup, you can set up notifications for when cases are created. If you'd like multiple people to receive the notification, simply add their email addresses into the notification bar and they'll receive notifications when a case associated with this template is created.
Demo: Editing a Case Template
Karen, product manager on Cases, demonstrates how to create and edit a Case Template.