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A case management system ensures a seamless process for both the customer and the service agent from start to finish, no matter the communication channel. It connects the entire service organization and gives agents everything they need to resolve a case, including activity history, next best actions, and critical customer information.

CubeDrive Case Management tools allow agents to categorize and manage requests. Other team members can also review cases and resolutions and aggregate information to help the company improve products and business processes.

  • Understand your customers better. Agents have everything they need to resolve a case, including order status, service history, and communication preferences.
  • A case includes a list of status, each status is linked to one of the work orders.
  • Once work order review status is changed, flow will auto update the case status.
  • Automate tasks to empower agents. Agents follow sequences to resolve cases with prompts on what to ask and what to do.

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.


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
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.

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

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.


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


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