Get started with Case Management

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Genesys Cloud Case Management enables you to consolidate several individual steps of an end-to-end workflow into a comprehensive caseplan. Case Management enables you to define and control the start and end criteria for each step, thereby minimizing risk and enabling better predictability of outcomes.

Before you begin creating your first caseplan, you must complete several configuration steps in the Genesys Cloud UI. While the actual caseplan creation is handled through APIs (via API Explorer or Postman), you must configure all supporting components in advance. All the objects that are associated with the caseplan are created across different areas of the Genesys Cloud platform. Once created, their associated IDs (UUIDs) are referenced during caseplan creation. 

The steps required in the creation of a case varies depending on how it is created; if it is created at design time or at runtime. 

The following steps provide an outline of the caseplan creation process. For more information, see Case Management and Managing cases.

1. Create the custom attribute schema – Define the shared data model that will be used across the entire case life cycle.
   Note: Save and copy the Schema ID for later API use.
2. Create a workbin –
   
   1. Assign each worktype to a workbin. 
   2. Apply the previously created custom attribute schema to each worktype.
      
      Note: Copy and save each worktype ID and its current version for caseplan configuration.
3. Create and configure three worktypes – Configure one worktype for each case stage. All worktypes must reference the same custom attribute schema.
4. Capture required identifiers. For more information, see Case associations.
   1. Create a customer intent – Ensure that the intent aligns with the business purpose of the caseplan.
      Note: Copy and save the Customer Intent ID.
   2. Optionally, select or create a customer intent category. 
   3. Name of the case.
   4. Total case SLA; inclusive of all stages.
   5. Reference prefix to be added to all case IDs.
   6. Division of the caseplan –  A case can belong to a specific division or to no division as well. When a case does not specifically belong to a division, the stages within the case are free to be attached to different divisions, as required.
   7. Identify and save the owner ID – The user ID of the agent handling the case.
   8. Identify and save the Contact ID – The external contact ID of the customer. If an agent is on an interaction creating a case, Genesys Cloud extracts the details automatically.
   9. Define the work intake fields.
5. Fill out the defined case intake form.

During the runtime, Genesys Cloud uses all information that is available on the caseplan to create a case.

Example use case

The following customer care escalation scenario illustrates how a configured caseplan operates. This three-stage process begins when a customer requests escalation through voice, chat, or email. At the start of the process, Genesys Cloud creates a case with the required attributes: customer_id, channel, issue_type, reason_for_escalation, and date_raised.

Stage 1 – Escalation Review involves an agent validating the escalation, gathering supporting details, and determining next steps. The agent documents the additional attributes such as proposed_resolution, escalation_valid, external_review_approval, agent_approval, reason_for_invalidity, and agent_notes. If external input is required, the workitem may be placed on hold. Closing this workitem moves the case to the next stage.

Stage 2 – Approve Remediation routes the escalation to a second agent to arrive at a decision. This agent reviews key details and either approves or denies the request. Completion of this approval workitem triggers progression to the final stage.

Stage 3 – Outbound Notification assigns the case to an outbound team member who contacts the customer to communicate the final outcome. After confirmation of notification, closing the workitem automatically closes the case.

Optionally, if the customer follows up regarding the escalation, new interactions can be associated with the existing case using the case reference ID. This ensures continuity across channels and preserves full case context.