How well does case creation integrate with your rules engine? For example, does the vendor have a documented API to create cases automatically?
Case field flexibility
What fields does your case management system support, and can these be auto-populated from your existing data sources without manual work? Some common ones are name, description, assignee, status.
How long would it take your agents to investigate and make a decision? Your case management system should be able to support displaying data tables and visualizations catered to your specific investigation.
How flexible is the case management interface? Different alerts need different investigations, and data fields can change over time. Make sure your case management system can support truly customizable dashboards that allow you to visualize the data you need without waiting on your vendor or data or engineering teams.
How customizable are the standard fields? Ensure your case management system allows you to set reasonable defaults and update custom fields without vendor or engineering intervention.
Take flexible actions
Can your agents take flexible, automated actions from your case? For example, sending customers pre-templated emails, blocking/unblocking accounts, including triggering internal actions in your system via API. Ideally, you do not want your agents to waste time and spread context by going into a different interface to perform admin actions.
Manual case creation
Can your case management system support ad-hoc ticket creation? This is overlooked as a small feature but often necessary when critical incidents happen.
Now that you have the basics of creating tickets, you need to make sure your case manager scales with your needs.
Tagging and Sorting
Does your case management system allow you to tag cases? You’ll want to organize cases by certain themes, whether its teams, types, priorities etc.
Does your case management system allow you to filter cases? Quick triage and retrieval of cases is important at scale.
Does your case management system allow you to take actions on cases in bulk? Often you’ll want to archive a number of cases at once as you do regular queue cleanup.
Grouping tickets by entity id
Does your case management support grouping cases by case attributes like account, transaction, customer, etc.? Do you need to wait for your vendor to release these or can you configure these yourself?
Ticket analysis and dashboards
Does your case management system allow operations managers and risk analysts to understand where cases are coming from, false positive/negative rates, to offer improvements to reducing your case volume?
Choosing a scalable risk case management system is not easy, and especially if