Optimize Case Management with Configurable Case Policies

Marcel Gravelle

03-Apr-2025

Optimize Case Management with Configurable Case Policies

Managing customer cases efficiently is critical for delivering outstanding support. Case Policies help define what data is tracked within cases, ensuring that agents have the right information at their fingertips to resolve issues faster. By customizing case policies, businesses can streamline workflows, enhance agent performance, and improve customer satisfaction.

What is a Case Policy?

A Case Policy is a configurable rule set that determines which data points are tracked within a case. It allows organizations to assign relevant data to specific cases, simplifying workflows and enabling agents to quickly review important case details.

Within Supportbench, there are four configurable and customizable policy types:

• Case Open: Triggers when an agent manually opens a case.

• Case View: Activates when an agent views an existing case.

• Case Closure: Applies when an agent attempts to close a case.

• Community/Portal Open: Engages when a customer submits a new case.

• Community/Portal View: Triggers when a customer views their case.

Each of these policies can be tailored to align with business requirements, ensuring the most relevant information is displayed at each stage of case handling.

Key Benefits of Setting Case Policies

1. Track Critical Case Data at a Glance

By implementing case view policies, agents can instantly access key details such as customer issues, assets, and case priority. This allows them to focus on resolving urgent cases efficiently, leading to faster response times and higher customer satisfaction.

2. Enhance Workflow Efficiency

Configurable case policies ensure that agents follow structured procedures, whether it's escalating a case, involving a subject matter expert, or prioritizing urgent matters. This improves team coordination and minimizes confusion when handling cases.

3. Provide a Superior Customer Experience

Tracking key case data empowers businesses to understand customer pain points better. By generating reports based on case variables like issue type or assets, organizations can proactively address recurring problems, refine support strategies, and elevate customer satisfaction.

How to Set Up a Case Policy

1. Navigate to Configuration > Cases > Policy

2. Click “New Policy” and enter a Policy Summary.

3. Select Data Fields to Display – Choose the relevant case data points.

4. Arrange Field Order – Organize how the fields appear for agents.

5. Review and Save – Ensure everything is set up as desired and finalize the policy.

Once configured, agents and customers will see the appropriate case data at different touchpoints, improving transparency and efficiency.

Final Thoughts

Case Policies are a powerful tool for optimizing support workflows. By customizing case policies, businesses can ensure agents have instant access to critical case details, streamline decision-making, and improve customer experiences. Enabling well-structured case policies not only enhances productivity but also drives superior customer service outcomes.

Frequently Asked Questions (FAQs)

1. Can I customize case policies for different departments?
Yes, case policies can be configured based on department needs, ensuring each team tracks the most relevant case data.

2. Do case policies apply to both agents and customers?
Yes, Supportbench allows businesses to define case policies for both internal agents and customer-facing portals.

3. Can I update case policies after implementation?
Absolutely. Case policies can be adjusted anytime to align with evolving business needs and support strategies