Chapter 10. Interacting with Constituents: Managing Cases

We now come to a chapter which may not appear at first glance to apply to many not-for-profit organizations. The concept of "case management" is often used with reference to human service agencies such as those within the health care industry. That is, in fact, where the original functionality of CiviCRM's case tools was born.

However, the concept of case management extends to many other industries and organizations as well. In essence, it is the management of a multi-step process surrounding a single theme, issue, or project.

In this chapter we will:

• Thinking through your case management system

• Configuring cases

• Tracking, managing, and resolving cases

Even if you do not initially think CiviCRM's case management tools are something you would need to use in your organization, consider reviewing this chapter to better understand the core concepts and potential use cases. You may be surprised by the possibilities case tools offer.