Case Checklist is a functionality that allows you to determine case resolution steps and make these steps obligatory for your officers if needed.

It helps you streamline case handling by:

• Providing your officers with a clear roadmap and ensuring that all essential steps for resolution are followed.
• Establishing a consistent operational procedure.
• Making it easy to track actions taken and hold team members accountable for their decisions.
• Ensuring that cases are not closed too early or without all necessary information.

How Case Checklist works

The Case Checklist is configured within the blueprint settings and serves as a template for a case handler's behavior.

For example, you can require them to do the following:

• Review the case trigger and customer profile.
• Verify the applicant's document authenticity.
• Confirm customer risk level.
• Review the previous case history.
• Document internal notes and actions taken.
• Escalate the case if a policy violation is detected
• Finalize the resolution decision.

Each checklist is assigned to the corresponding blueprint and cannot be changed independently or used independently.

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Note

If you have no blueprints set up, the checklist feature will not be available.

Get started with Case Checklist

To create a new Case Checklist:

1. Navigate to Blueprints.
2. Select the blueprint to edit or click Create blueprint.
3. Set up the blueprint, as described in this article.
4. Activate the Checklist toggle to create a checklist.
5. Select the Make checklist optional for case resolution checkbox to let your officers resolve the case without completing the list.
6. In the Checklist section, add and define your checklist items. You may add 5-7 items for optimal clarity and usability. Each item should represent a distinct, actionable step in the case resolution process.
7. Click Add field to create more items; click on the bin to remove items.

Items will be automatically numbered and displayed in the case interface for users assigned to the case. You can also drag and drop items to change their order and adjust the case resolution flow.

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Note

If you adjust the checklist configuration, the changes will only apply to new cases created under the modified blueprint.

Existing cases will not be retroactively updated.

You can view the applied checklist on the right side of the selected case page.