Not all cases are created equal. In fact, one of the most important things to understand about Case Management is that it spans a wide range of scenarios—from simple service requests to complex investigations. Each type of case requires a different level of structure, collaboration, and data intensity.
Case Management is classified into three core categories: Service Requests, Incident Management, and Investigative Cases. Let’s explore what makes each one unique—and how Bizagi helps you manage them with agility and intelligence.
Service Requests
These are the most structured type of cases. They rely on process snippets and follow a well-defined framework. While caseworkers still make decisions, the workflow drives the outcome.
Characteristics
Predictable and repeatable.
Steps are clearly defined.
Ideal for automation and state tracking.
Examples
Customer service requests.
IT support tickets.
Inventory restock requests.
Bizagi Advantage
Service Requests benefit from dynamic workflows, state tracking, and role-based experiences. Bizagi ensures that each request is handled efficiently, with the right actions available at the right time. AI Workers prefill human tasks with relevant data, saving time and reducing manual effort—without requiring additional development. They also provide clear reasoning for every decision, enhancing transparency and control.
Incident Management
These cases are less predictable and often arise suddenly. They require quick response, cross-functional collaboration, and flexible workflows.
Characteristics
Situational and unplanned.
Resolution depends on teamwork.
Often triggered by unexpected events.
Examples
Workplace accidents.
Security breach alerts.
Quality management issues.
Defective shipment incidents.
Bizagi Advantage
Bizagi supports Incident Management with real-time data access, case collaboration tools, and ad-hoc workflows. This enables teams to respond quickly and effectively, even when the path forward isn’t clear. Embedded AI Agents can automatically categorize, summarize, and route incidents based on urgency and context—accelerating resolution and ensuring decisions align with company policies through Enterprise Knowledge.
Investigative Cases
These are the most complex and data-intensive cases. They evolve over time as new information is discovered and analyzed. Decision-making is driven by patterns, relationships, and expert judgment.
Characteristics
Long-running and evolving.
Require deep analysis and auditability.
Often involve regulatory or legal scrutiny.
Examples
Fraud investigations.
Compliance audits.
Legal disputes.
Product safety investigations.
Bizagi Advantage
Investigative Cases benefit from Ask Ada, Bizagi’s conversational AI assistant. Ask Ada transforms complex data into actionable insights using natural language understanding. It empowers caseworkers to make informed decisions quickly, reduces cognitive load, and ensures full traceability through audit trails and AI data domains.
Why Categorization Matters
Understanding these categories helps organizations:
Assign the right tools and resources to each case.
Design workflows that match the complexity of the work.
Improve resolution times and compliance.
Deliver better outcomes for customers and stakeholders.
Bizagi’s platform is built to support all three categories—ensuring that whether your case is simple, urgent, or deeply complex, you have the flexibility and intelligence to manage it effectively.
Final Thought
Case Management is not one-size-fits-all. It’s a spectrum of work types that require different levels of structure, collaboration, and insight. Bizagi’s platform—powered by orchestration and AI—ensures that every case, no matter how simple or complex, is handled with agility, intelligence, and control.