By Ajay Khanna on Oct 05, 2012
Contributed by Heidi Buelow, Oracle Product Management
Case Management was a hot topic all week at Oracle OpenWorld so I was excited to share our current features and upcoming plans at the session Thursday morning on Case Management Patterns with Oracle Unified Business Process Management Suite. My colleague, Ravi Rangaswamy, the Case Management Development Manager, and I, Heidi Buelow, the Case Management Product Manager, discussed case management use case patterns with an interested audience. We also talked about the current BPM Suite offering for Case Managment and showed a demo of our upcoming release where Case Management becomes a first class component in a BPM composite application.
Case Management use case patterns cover a wide range of horizontal applications such as Accounts Payable, Dispute Resolution, Call Center, Employee OnBoarding, and many vertical applications in domains and industries such as Public Sector services, Insurance claims, and Healthcare. Really, it is any use case where the resolution of a request may require a knowledge worker making decisions using experienced judgement in the current situation. This allows for expidited care and customer satisfaction, both being highly valued for consumer loyalty, regulatory compliance, and efficient resolution.
Today, BPM Suite provides the tools for creating Case Management applications using BPMN 2.0, Business Rules, and rich BAM and Case Analytics. The Process Composer provides the agility to change rules and processes by the business users. The case manager and case workers have the flexibilty they need. With integrated content management and the concept of a BPM Process Spaces instance (case) space, the current release enables case management use case applications.
In the next release, Case Management becomes a first class component. By this, we mean, Case is a separate component in the composite. We are adding case attributes such as milestones, case events, case stakeholders, and more, providing a rich toolset for the use cases that require a flexible Case Management approach. Activites become available according to the conditions that you specify and information can be protected by permissions indicated. In BPM Studio, you design a Case and associate all of the attributes and activities that are needed, yet, at runtime you have the flexibility to add and change these as needed.
We enjoyed sharing Case Management and it was well received by the audience. The presentation is available online and we have viewlets of the demo that will be available at release time.