CiviCase is a tool for tracking and managing sequences of interactions between people in your organisation and contacts in CiviCRM. Cases can be defined using workflow rules, user roles, task/activity timing and sequencing. Reminders are sent using CiviMail features. In addition to tracking and managing your organisation's interactions with clients or constituents, CiviCase can also help you manage internal organisational interactions.
Cases are used to track complex interactions or communication processes. A case can be used to:
- track a specific workflow or set of procedures that must be followed and that involves a number of different organisational staff
- allow staff to manage and track interactions while avoiding duplication
- automate the task of remembering and scheduling follow-up activities.