What is CiviPlus Case Management?
The Case Management module in CiviPlus is a powerful tool for managing and tracking complex, ongoing processes involving your individual and/or organisational contacts.
You can think of it as a digital folder attached to a contact's record which contains all the details of a specific support journey, application, or service interaction. It’s designed to help your team keep everything organised, transparent, and consistent.
Key Features of Case Management in CiviPlus include:
An interactive dashboard view of all individual case records
Customisable categorisation of different types of case workflows
Changeable statuses for each workflow. These can be manually adjusted, or automatically changed based on automation rules
Activities that can be manually added to individual records, or automatically as standard for certain workflows. For example, a timeline format within a section of the individual record
An easy process to create new case records manually
Various options to automate the creation of case records e.g. via linked webforms
The option to add custom fields to case workflows, with many different field types available
The ability to automate certain actions, dependent upon particular changes made to individual records e.g. a follow-up email 7 days after an initial call
The content of automated communications can be customised with data from a case record, increasing efficiency
What makes up a Case?
There are some fundamental aspects of Case Management that the articles in this collection cover in more detail:
Case Types: Define the different workflows you want to manage
Case Statuses: Track progress through your defined stages.
Case Roles: Specify who is involved in the case
Activities: Log tasks as well as adding timelines and sequences
Custom Fields: Capture data unique to each case
Forms: Create forms linked to cases
eMail templates: Send Case related emails manually or automatically using rules
Automations: Use rules and reminders to automate common steps
Case Instances: Creating new categories of Cases with specific charactristics
Dashboards: Analyse your caseload and track outcomes
Case Management Instances
Within the overall Case Management module you can create multiple Case Management Instances, each of which suits a particular type of workflow process.
CiviPlus ships with a few Case Management instances already created:
You can almost certainly use one of these as existing Case Instances as the basis for your new workflow, but read this article if you feel the need to create a new Case Instance yourself.