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Cases

Cases Overview

 

Cases allow your organization to easily organize and manage inquiries that need to be reviewed and resolved for various reasons. It is highly customizable based on the use case of your organization, and helps increase efficiency for manual review. Cases is closely paired with workflows, as the workflows feature triggers the creation of a case. Cases also allow you to triage inquiries that are flagged to a specific member of the team to either approve or decline.


Case Template

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 allows you to define the reason for case creation inside the workflows (i.e. 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.

Customizing your case template

In the cases tab on the dashboard, you'll see a case template section. When you click into the case template section you're able to create a new case template. Here you'll name the case template (the name should be relevant to the reason for review), select the case assignment policy, and notification policy. 

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.

Case Notifications

Similar to case assignment policy, within your case template set-up, 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.


Inquiry Status & Cases

Cases will be directly tied to the status of the inquiry to help increase efficiency for your team so long as you build the supplementary workflow that ensures that a case resolution changes the status of an inquiry. In this scenario, when a case is created, an inquiry will be automatically marked for review. When a case is then reviewed, and either approved or declined, the resolution of the case will consequently change the status of the inquiry.

Example: Event inquiry.complete happens and workflow runs. Let's say this workflow marks individuals who are under 18 for review, and creates a case. Said inquiry is an individual under 18 and therefore the inquiry status is now inquiry.needs_review, and a case has been created. When that case is reviewed and approved, the case status will be approved, which will trigger the workflow to change the inquiry status from inquiry.needs_review to inquiry.approved.

The above example means that if you'd like to automatically approve someone on your platform upon resolution of the case, you can! You'll be looking for the event inquiry.approved. If you're a developer, please see our docs for more information.

Building your workflow

To ensure the above scenario occurs, you'll need to build a workflow that runs both on inquiry.complete and case.resolved.

  1. Build your workflow on inquiry.complete. Please see our article on workflows for more detail. The key here is to ensure that the action at the end of each route is "mark for review, create case, [INSERT CASE TEMPLATE NAME]. In order to associate a case template with a workflow, you'll need to first customize your case templates - please see the customizing your case templates section above for how to create your case template.

  2. Once you've created your workflow triggered off of inquiry.complete, you'll need to build a workflow that ensures that inquiry status is linked to case resolution. This workflow will be triggered off of case.resolved.

  3. You'll need a route for case_resolution = Approved and case_resolution = Declined - both possible case resolutions. You'll want to ensure that each route is associated with the correct inquiry status. Please see attached screenshot below for what the case workflow should look like.

    Screen_Shot_2020-12-08_at_6.01.28_PM.png

  4. Once you've completed building this workflow, be sure to save and activate it!


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