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CubeDrive Case Management System

Case management system ensures a seamless process for both customers and service agents from start to finish, regardless of the communication channel. It connects the entire service organization and equips agents with everything they need to resolve cases, including activity history, recommended next actions, and essential customer information.
CubeDrive's Case Management tools enable agents to categorize and manage requests efficiently. Other team members can review cases, resolutions, and aggregate information, helping the company improve products and business processes.

Gain deeper insights into your customers

CubeDrive's drag-and-drop method makes building a sales pipeline easy and intuitive, even for non-technical users. You can simply select the elements you need, place them where you want, and configure their properties.

Track case progress with linked work orders

Each case contains a list of statuses, with every status linked to a specific work order. When a work order's status is updated, the case status is automatically updated, ensuring that agents and teams are always working with the latest information.

Automate tasks to streamline workflows

Empower agents by automating routine tasks. Agents follow structured sequences to resolve cases, receiving prompts on what to ask and the next steps to take, ensuring consistency and efficiency in handling customer inquiries.
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Create Case

User can click Case Management Template to auto generated the Case Management System. User can also login into your CubeDrive account. Click "+ Create Form" button to start build a form with drag and drop method. Enter a list of fields in the form and click "Save & Publish", your case management system is generated online.

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Each case includes a list of dynamic status. Agent can track the case review process and status. It has the following dynamic status

  • New Project Input
  • Initial Screening Review
  • Essential Assessment Review
  • Financial Assessment Review
  • Consideration Review
  • Due Diligence Review
  • Final Approval Review
  • Agreement Execution Review
  • Reject Open Review
  • Issue Resolved
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Tip: Case status will be automatically changed after the related work orders are updated.

Each case item includes one path. Path enforces and ensures adoption of the case’s process. Path also includes the key fields. All path information can be setup in the form setting.

Work Order

A list of work order record types are pre-defined by the business. Before a new work order is created, end-user needs to select the record type. Each record type will be binded to the specific work order page layout.

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Tip: Record types allow administrators to create a different page layout with custom picklist fields and values for the various business processes.
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Apply business logic

After user open the form, click icon and start build application business logic. Configure the flow and add status change to the case and work order reviews.

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Case flow is used to automatically change the case status based on the entered work order information.

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Review flow is used to automatically setup the case review status based on the entered work order information.