Stable Version 1.0.0 (OutSystems 11)
Published on 14 December 2020 by 
Created on 14 December 2020
Customer Service application to showcase the Case Management framework capabilities.
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If you’re interested in seeing what the Case Management framework (CMf) has to offer, then this is the app for you.

This application is modelled according to a typical Customer Service workflow and utilizes the CMf to implement a series of functionalities that are common in Case Management type of applications. Some of the pre-built features available in the CMf you are able to see in the application are:

  • Case creation

  • Task list creation, searching and filtering

  • Assignment, pickup and release of cases

  • Escalation

  • Ability to add comments under a case (incident/request) context. These comments can be internal, to promote communications between the support teams (the operators), or customer-facing, as a communication channel with the customer.

  • SLAs for tasks and how to send an email notification when that SLA expires

  • How to display a timeline with full traceability of what happened to a case, based on process auditing events of the CMf

  • Tagging cases giving you the ability to connect similar cases

  • Creating sub cases which are automatically linked to the parent case

You will also have the ability to setup this application with your own data by uploading a predefined excel template and having those cases automatically created for you. To do so, you will firstly need to be logged into your environment, and then access http://<your outsystems environment>/OutTracker_BootstrapSampleData/

Please take note that this application requires at least the Case Management framework v1.1.1.

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