IBM Case Manager is an advanced case management product that unites content, processes, and people for better outcomes. It provides our customers and partners with the tools they need to design and develop case-based solutions on the IBM Enterprise Content Management platform significantly faster and with lower development costs. IBM Case Manager also helps capture industry preferred practices in frameworks and templates to empower business users and accelerate return on investment.
The IBM Case Manager V5.2.1 release adds new features such as to-do tasks, task properties, external documents, push in-baskets, and social collaboration. These features help customers rapid deliver case-based solutions with better user experience. This document introduces these key features through the following end-to-end scenario.
XYZ bank uses IBM Case Manager to transform their credit card application processing operation. In this scenario, different roles handle the work items and activities. The case workers must quickly decide to approve or reject applications based on the evidence and data input provided within the time constraint.
IBM Case Manager can help in developing a solution for this scenario. The emphasis of case management is on designing a flexible solution to drive a business goal, lower operational cost, and increase productivity. IBM Case Manager requires coordination of knowledge, content, correspondence, and resources to achieve this goal. Knowledge workers can use IBM Case Manager to design a credit card application processing solution based on their knowledge, human experience, and existing data discovery.
In this scenario, the following five roles participate in the credit card application processing:
- Data Operator: Enters customer data based on a scanned credit card application form. Uploads the supporting documents by checking the application type. Then step into Data Validator.
- Data Validator: Ensures that all required fields are completed according to the application form and that all required documents are attached.
- Customer Specialist: Contacts the customer to request any required documents that are missing and uploads scanned copies.
- Reviewer: Review the customer’s application data, and decides whether the customer qualifies for a credit card.
- Exception Manager: Reviews the case history if the Data Validator identifies a potential exception.
The following diagram shows the workflow for processing a credit card application. From the Data Operator, the application is sent to the Data Validator. At this point, there are three potential paths:If the Data Validator determines that the application is complete, the application goes to the Reviewer who either approves or rejects the application.
- If any documents are missing, the application goes to the Customer Specialist. The Customer Specialist obtains the required documents and returns the application to the Data Validator.
- If the Data Validator identifies another problem, such as potential fraud, the application goes to the Exception Manager. If the Exception Manager determines there is no problem, the application is returned to the Data Validator. If the Exception Manager determines there is a problem, the application is terminated.
This article steps you through setting up these roles in Case Manager Builder to introduce you to the new IBM Case Manager features.
Complete document can be downloaded here: Introduce ICM 5.2.1 new features from one end to end scenario.pdf.
And here is the sample solution the document mentioned: Credit_Card_Management_solution.zip.
Hope from this document and sample solution, you can get a general idea about ICM5.2.1 new features.
This article was reviewed by ICM architect Wen-Chin Hsieh, Mingliang Guo and ID focal Frankie Mosher, thanks for their efforts!