Enterprise pattern
Caseload management
Caseload management is about prioritisation, workload balancing, and oversight so teams stay on top of what matters.
Reduces fire-fighting by making priority and overdue work visible.
Supports fair workload distribution.
When to use this pattern
Use this pattern when…
- You need dashboards for workload, priority, and SLAs.
Not ideal when…
- You only have occasional low-volume work.
Example workflows
Concrete journeys that commonly use this pattern:
Daily triage
Review priority, overdue, and new items.
Sectors that use this pattern
Sector examples coming soon.
Hero domains using this pattern
Domain examples coming soon.
How the platform implements this pattern
Case Cloud provides operational dashboards, filters, and SLA tracking for caseload oversight.
Operational dashboards
See what’s overdue and what’s at risk.
- SLA views
- Workload by assignee
- Priority queues
Role-based benefits
Why each role should care about this pattern:
Role-based benefits coming soon.
Configuration & extensibility
Configure prioritisation and SLA rules with governance controls.
Governance controls that keep things safe
- SLA configuration
- Queue definitions
- Audit logs
Case studies
Case studies for this pattern coming soon.
Related patterns
Ready to apply the Caseload management pattern?
See how Case Cloud implements it with templates, workflows, SLAs, and dashboards.