Case management

The workspace where analysts review and resolve flagged cases.

When the system cannot decide, a case lands in a queue, and an analyst opens it, looks at the evidence, and records a decision.

A queue, evidence, and adjudication surface with full audit capture and disposition workflow. A queue is the list of waiting cases, adjudication is making the final decision, and disposition is the recorded outcome, such as approved, declined, or escalated.

A case management tool typically provides several functions:

• Queues, which hold cases and can be sorted by priority, age, or risk.
• Evidence views, which show document images, selfies, scores, and signals in one place.
• Decision tools, which let an analyst approve, decline, request more information, or escalate.
• Notes and attachments, which keep context with the case.
• Audit records, which log who did what and when.

A case moves through the tool like this:

1. The system creates a case when automation cannot decide or a rule flags it.
2. It assigns the case to an analyst or a team.
3. The analyst reviews the evidence and records a decision with a reason.
4. The decision flows back to the customer and the audit record is saved.

Case management sits next to terms that are easy to mix up:

• Manual review is the human work, and case management is the tool that supports it.
• Audit trail is the record of actions, which case management produces.
• Suspicious activity report (SAR) is a filing that analysts may prepare from a case.