Case overview

Modified 4 years ago


What is a case?

Similar to other flows, cases have a form that holds data for each item and a set of steps in a workflow. However, cases are less structured, put the user in full control, and can have multiple resolutions at any step. Items in a case may complete at any stage and it is impossible to predict the workflow until more data is gathered.

Cases in Kissflow are unique because they provide a visual board through which case participants can work collaboratively and resolve items. You can also customize the possible resolutions at every step.

Common use cases for cases

An example of a case might be in using a bug tracker for your software product.

As a Flow Admin, you can create steps such as Engineering Verification, QA Verification, etc. in your case board.

Then, you can add multiple resolutions to each of these steps. For example, the step Engineering Verification can have these resolutions: validated, unable to reproduce, duplicate, or not a bug. Each step have have its own unique resolutions.

Here are other common use cases for cases:

  • HR help desk
  • Facility service request
  • Employee grievances
  • Customer case studies
  • PR management
  • IT help desk
  • Sales pipeline
  • Internal audit incident management
  • Customer on-boarding

When a case is the best flow

Cases are a type of work where lots of different data from different sources must be collected, evaluated for decision-making, and acted upon—often in a collaborative and iterative manner across the workflow. Cases require more flexibility in moving items than processes, and can have multiple resolutions for a single item’s closure. Where processes are very structured and items automatically move through a predictable series of steps before they are considered finished, cases are more unpredictable and rely on the participants and their knowledge to move the items through the sequence of steps appropriately.

Think you might need a process, project, or channel instead? Learn more here.

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