If you're looking for a way to track, assign, and resolve issues within the Intouch Platform, you may be wondering whether Followups are sufficient for your needs or whether Case Management would be a better fit.
This article provides a high-level overview of each feature and can help you determine which solution best aligns with your workflow.
Quick Comparison
Followups
Followups are designed to help organizations assign, track, and resolve issues identified during a Check.
A Followup can be created automatically when a question does not meet the expected standard, or manually by the user performing the Check. Once created, Followups can be assigned to the appropriate users, tracked through to completion, and used to manage corrective actions at a location.
Followups may be a good fit if you:
- Primarily want to manage issues identified during Checks.
- Need corrective actions created from failed or non-compliant responses.
- Want to automatically notify the appropriate users when issues are identified.
- Prefer to manage issues and corrective actions directly within Check.
Case Management
Case Management is a broader workflow tool that allows organizations to create, assign, and manage action items from a variety of sources across the Intouch Platform.
Cases can be created automatically through triggers or manually by users, allowing organizations to manage action items and workflows that extend beyond issues identified during a Check.
Case Management may be a good fit if you:
- Need to manage issues that originate outside of Check.
- Require a centralized process for managing action items from multiple sources.
- Need broader workflow management capabilities across your organization.
Which Solution Is Right for Me?
The right solution depends on the type of workflow you are trying to support.
If you primarily need to manage issues identified during a Check, Followups may be the best place to start.
If you need to manage action items from multiple sources or support workflows that extend beyond Check, you may want to explore Case Management.
If you're unsure which solution best fits your needs, contact your Customer Success Manager or the Product Support team for guidance.
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