A technology-enabled approach for managing business situations where the sequence of activities is non-linear, unpredictable, and relies heavily on human judgment (knowledge workers) rather than rigid, pre-defined workflows.

It combines human expertise, process automation, content management, and data integration.

A term often used interchangeably with DCM. It highlights the system's ability to adapt in real-time to new information, external events, or changes in goal, allowing knowledge workers to define and modify the path to resolution ad hoc as the case progresses.

An instance of a business matter, issue, or request that requires resolution, typically involving multiple people, steps, documents, and systems. Unlike a simple process, a case is often goal-driven (reaching a specific outcome) rather than path-driven (following a fixed sequence).

A type of knowledge work that primarily involves managing cases. It also includes managing case data, ensuring security, and other tasks important for case execution.

Scalable frameworks that help businesses build case management solutions as per their unique needs. The built solutions automate and streamline case work especially when it is non-linear, complex, and involves contextual decisions.

A professional whose primary value is their ability to analyze information, make complex decisions, and apply their expertise to resolve a case. DCM systems are designed to empower these workers by providing them with the context, tools, and flexibility they need.

The entire duration of a case, from initiation (intake/triage) through various stages, human and automated activities, decision points, and ultimately to its closure or resolution. DCM provides end-to-end visibility and control across this often-unpredictable journey.

Refers to the evolving, real-time factors and unstructured information driving the path of casework. It shapes how knowledge workers assess, decide, and act at every stage of the case.

A centralized, digital repository that aggregates all related data, documents, communication history, tasks, and notes for a specific case. It provides a single source of truth and the complete contextual awareness needed for decision-making.

Integrates various solutions and platforms across silos and vendors into a holistic IT infrastructure.

The component that establishes connections between various software tools so that they can interact and work together to complete tasks that span various tools, teams, vendors, or departments.

A design leveraging reusable components or modules to easily build, manage, and scale workflows for organizational resilience and innovation. It is a system design principle where complex systems are created by assembling smaller, independent, and interchangeable components that can be flexibly combined and matched to build customized solutions.

The methodology of developing solutions by building models or frameworks. Models created using the CaseFabric platform are executable — executing a case model creates a dynamic case management solution that aligns with the model.

Case models define case components and their relationships. The models act as a framework for case solutions.

The non-linear sequence of activities in a DCM. Unlike traditional, fixed Business Process Management (BPM) workflows, the dynamic workflow allows for ad-hoc tasks, re-routing, escalations, and modification of the path based on real-time circumstances and the knowledge worker's judgment.

Blends the latest software tools like AI tools, LLMs, copilots, and other automation tools to achieve a greater level of process automation. The outcomes are enhanced operational efficiency and streamlined complex work.

Configurable logic embedded in the DCM system that automatically makes decisions, routes tasks, triggers actions, or enforces compliance based on the data and context of the case. They provide a balance between human flexibility and automated governance.

The set of capabilities within a DCM solution that focuses on capturing, managing, storing, and securing all unstructured information (documents, emails, images, video) relevant to a case. Crucial as complex cases are often document-intensive.

A significant event or point of achievement in the progression of a case that indicates a move from one major phase to the next. Achieving a milestone often changes the case's status or triggers new sets of available activities.

A spontaneous task or activity that is not part of the pre-defined, typical workflow template but is necessary to resolve the unique circumstances of a specific case. DCM allows knowledge workers to quickly create and assign these tasks.

A traditional discipline and technology that focuses on modeling, automating, and optimizing highly structured, repeatable, and predictable processes. Often contrasted with DCM — while BPM works well for routine tasks (e.g., invoice approval), DCM is for non-routine, knowledge-intensive work.

A standardized modeling language from the Object Management Group (OMG) specifically designed to model and execute unpredictable, goal-driven cases. It uses concepts like stages, tasks, and milestones to provide structure while maintaining flexibility. An open standard ensuring consistency and transparency.

Development platforms often used to build DCM solutions quickly. They allow both IT and citizen developers (business users) to rapidly configure and modify case applications using visual tools, supporting the DCM need for agility and fast process changes.

Technologies integrated into DCM to provide intelligent automation and decision support. This can include automatically classifying documents, recommending the next best action to the knowledge worker, or predicting case outcomes to flag potential issues.

While executing CaseFabric solutions, the fixed processes are automated and dynamic processes are managed with human oversight to allow human and contextual decisions.