Cases
Build and customize your identity review process.
Explanation
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Cases overview
Cases Overview Cases is an identity investigation center that enables you and your ops team to build a more robust and efficient review p...
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Cases Statuses
Overview Case Statuses can be used to mirror your preferred workflow or your case management process. You can use default statuses or cre...
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Cases Actions
Overview Cases Actions are one-click macros that enable your team to automatically run an action for a given case. Case actions are built...
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Cases Template
Overview 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 n...
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Monitor SLAs with Cases deadline tracking
About Cases deadline tracking You can assign custom deadlines to Cases and use them to enforce SLAs. Enforce Service Level Agreements Use...
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Use availability status to manage Case assignments
About Availability status The availability status feature lets you assign Cases to team members only when they're available. Adapt to you...
How-to
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How to require Case comments
The ability to customize Case comments is available on a Cases Enhanced plan. Reach out to your Customer Success Manager or support@withp...
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How to show, hide, and rearrange columns in your Case list
Overview By default, the Case list shows columns such as “Status” and “Case ID.” You can further configure the columns in this table to b...
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How to use Cases Checklist
Overview Within a Case template, you can create a custom checklist for agents to follow and complete when reviewing each case. Example us...
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How to set your availability status
Overview You can set your availability status to indicate whether you're available or unavailable. You'll only be assigned Cases to revie...
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How to view Case deadlines
Overview In the Persona Dashboard, you can view deadlines for each Case, and sort Cases by deadline. Learn more about the Cases deadline ...
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How to assign Case deadlines
Overview To set Case deadlines, create a Workflow that uses the Set Case SLA action step. As background: Learn about the Cases deadline ...