Capability C8
Spreadsheet and email workflow modernization
Case tracking that lives in spreadsheets and email moves into the case record. A status change is an event that everyone who needs it can see, not a message that must be forwarded.
Designed, not yet builtDesigned for this solution; not yet builtDesigned for this solution. Not yet built.
What happens
- The spreadsheet rows are imported as cases, with the source of each field kept.
- Status changes are made in the case record and published as events.
- Email handoffs are replaced by tasks that show who must act and by when.
How the AI platform addresses it
- The import keeps the original row and the time it was loaded, so the history of each case stays visible.
- Two people changing the same field create a conflict that is shown to both, instead of one change being lost.
- Reports that were built from the spreadsheet are rebuilt from the case record.
AI role
Suggested mapping of spreadsheet columns to case fields, reviewed before the import runs.
Approval
The operations lead approves the import mapping and the cutover date.
Systems involved
- Case record
- Import service
- Task workflow
- Audit ledger
Reference components
- Designed for this solution.