Preparing for Digital Case Management
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Before DCM is enabled for your organization, we recommend:
1. Check expereoOne Access
Make sure everyone who needs to create, view, or manage cases has the appropriate expereoOne access.
2. Check User Permissions
Users responsible for creating or updating cases should have ‘Support (Edit)’ access.
Users with 'Support (View) access can view cases and receive applicable notifications but cannot create a new case or add messages to a case.
3. Review Your API V2 Integration
If your organization uses API V2 for case management, ensure the relevant teams understand the processes used to create and manage cases through the integration.
4. Review Notification Preferences
Make sure users have configured their preferred notifications in expereoOne.
5. Update Internal Support Processes
Review internal documentation, shared mailboxes, integrations, or workflows that instruct users to create new cases by emailing Expereo Support.
6. Inform Your Support Teams
Make sure users understand that new cases and case communication will be managed digitally through expereoOne or API V2.
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