Automation settings control many of the automated functions that Case Central® offers. While they are primarily optional, their utilization will increase team efficiency and assist in applying appropriate controls to maximize effective governance.
Rules that drive the automation of these functions compose the majority of the features found in this category of settings. Auto-Dispatch Rules, Checklist Assignment Rules, and Source of Record Rules each provide a graphical interface to visually represent the routing logic as it is being configured. This similarity in how the logic is configured shortens the learning curve for administrative users.
Other settings managed here relate to functions that can be executed more efficiently with controlled automation. Case Linking automates the creation of a Related Cases link when two or more cases relate to the same Account Holder and can also assign the cases to the same Case Lead.
Auto-Resolution Rules and QA Review Threshold Rules support the incorporation of automation in the dispute handling process. Organizations wishing to achieve significant efficiency gains within defined parameters under their control can create rules to direct workflow routing and disposition. The establishment of business logic to require quality assurance reviews and/or approvals is also configured using these features.
Bulk Case Resolution is an administrative function that should be used cautiously, but serves as a useful tool to ensure that the case inventory remains clean and up-to-date.