FormKiQ's Case Management solution provides a governed document layer for case files, evidence, correspondence, and supporting records — with structured intake, classification, routing, and resolution workflows that keep every case document traceable and accessible to authorized parties throughout the case lifecycle.
Example in FormKiQ · fictional data
One case file, from complaint to investigation and confirmed resolution
1. Assemble the case evidence
The caseworker opens a missed-visit complaint and adds the appointment confirmation. FormKiQ shows that the technician’s visit report is still needed.
How FormKiQ handles this step
- Customer entity: Example Home Services provides the reusable customer context for the complaint.
- Case dossier CASE-1042: links the complaint and appointment confirmation as separate documents.
- Business Solution application: shows the evidence checklist and the outstanding visit-report request.
2. Assign the owner and response target
The coordinator classifies the missed-visit complaint, assigns a caseworker, and sets a response target. The application keeps responsibility and outstanding evidence visible.
How FormKiQ handles this step
- Case attributes: record the complaint category, priority, accountable caseworker, and response target on CASE-1042.
- Business Solution application: shows assigned work and approaching or overdue targets; reassignment records the handover reason and next action.
- Case dossier CASE-1042: keeps responsibility and evidence requests connected to the customer and original complaint; linked documents retain their own permissions.
Response targets and escalation rules are configured for the process and confirmed by responsible staff.
3. Build the chronology and proposed outcome
The caseworker obtains the visit report, compares it with the complaint and appointment, and records follow-up correspondence before proposing a replacement visit.
How FormKiQ handles this step
- Evidence documents: retain the visit report, appointment confirmation, and follow-up correspondence with their source references and dates.
- Business Solution application: presents the chronology and outstanding requests, helping the caseworker distinguish confirmed events from gaps that still need a response.
- Resolution document: Proposed-resolution.pdf explains the replacement visit and links its supporting evidence through CASE-1042 for authorised review.
4. Review the proposed resolution
An authorised reviewer checks the replacement-visit proposal against the case evidence. Their approval or correction comments determine the caseworker’s next action.
How FormKiQ handles this step
- Review document: Proposed-resolution.pdf links the proposed outcome to the completed evidence.
- FormKiQ workflow: routes the document through Service Resolution and records the decision and comments.
- Business Solution application: shows the approved response action; a returned resolution remains open for revision and another review.
5. Confirm the outcome and close the case
The caseworker adds the final response and replacement-visit confirmation. Staff close the case after confirming completion, or reopen it when new evidence requires further work.
How FormKiQ handles this step
- Response and completion documents: record the final response, agreed replacement visit, and evidence that the action was completed.
- Business Solution application: records the confirmed outcome and closure reason; unresolved work keeps an owner and next action.
- Case dossier CASE-1042: preserves the evidence and decisions when staff reopen the case, adding the reason and new documents to the existing history.
Confirmed resolution and response connected to CASE-1042
What Case Management covers
Coordinate intake-to-resolution workflows with auditable document trails, role-based access, and process visibility across the full case lifecycle.
- Structured case intake with document classification and metadata attribution at the point of arrival
- Role-based and attribute-based access controls that enforce case-level confidentiality throughout the lifecycle
- Document routing and escalation workflows triggered by case status transitions
- Evidence and correspondence management associated with each case record
- Complete audit trail of every document action — intake, review, update, and access — from case opening through resolution
- KnowledgeBase integration for surfacing relevant precedents and reference documents within the case context
Case file model
The in-depth guide frames case management as document-driven work: the case file is the authoritative record, not a loose collection of attachments. FormKiQ keeps intake forms, evidence, correspondence, review notes, decisions, and closure records together under shared metadata, access rules, and lifecycle controls.
Case file as document collection
Organize documents by type, chronology, party, workflow stage, or case status while keeping them attached to a single governed case file.
Structured case metadata
Track case number, type, parties, assignment, priority, jurisdiction, deadlines, status, and outcome for cross-case search and reporting.
Document-level controls
Restrict sensitive evidence, privileged communications, minor-related records, or medical information without blocking access to the rest of the case file.
Retention and closure
Apply retention schedules, legal holds, access reclassification, and defensible disposition when cases are resolved or closed.
Case lifecycle workflow
FormKiQ supports each case stage with governed intake, routing, review, correspondence, and audit evidence.
| Stage | How FormKiQ Supports It |
|---|---|
| Intake | Capture initial submissions and supporting documents from web forms, email, SFTP, scanners, APIs, or the web console. |
| Classification and assignment | Use metadata, document type definitions, and workflow rules to route cases by type, jurisdiction, priority, or team. |
| Investigation and collection | Manage evidence, supporting records, correspondence, version history, and additional document requests. |
| Review and decision | Route case materials through role-based review chains and generate decision letters, findings, or case summaries. |
| Resolution and retention | Trigger outcome notifications, signature steps, closure actions, retention schedules, and legal holds. |
Automation and governance focus
AI-assisted review
Use AI Processing and Analysis to classify case documents, extract names, dates, amounts, case references, and summarize lengthy records.
Workflow automation
Assign tasks, track deadlines, escalate stalled work, and route cases across departments without losing document-level control.
Audit-ready access
Record access, changes, classification, review actions, and disposition events for defensible case histories.
Recommended platform configuration
Edition
FormKiQ Advanced or FormKiQ Enterprise
Modules commonly used
AI Processing and Analysis, Enhanced Full-Text Search, KnowledgeBase
Common fits: legal and regulatory case management, social services and benefits case files, insurance claims, complaints and investigations, and any environment where documents are the primary record of a case from opening through resolution.
Case management resources
Use the HTML guide for a deeper business and evaluation walkthrough, or open the PDF architecture guide for a deployment-focused view of the case management system.
