Cloudcase
    Workflow

    Configurable process automationfor every case lifecycle

    Cloudcase workflows orchestrate every case from intake through settlement: visually designed, versioned, and deployable without engineering tickets.

    See workflow in actionRead configuration model

    Test and stage before it's live

    Change a workflow. Test it. Stage it. Ship it.

    Edit assignment, escalation, and approval paths visually, test the change against past cases on a branch, and stage it for review before it is promoted to production: no redeploy.

    Change WF-1187 · Verification stage

    New escalation path · edited without a redeploy

    Staged for review

    Draft

    Edited by your analyst

    Complete

    Branch test

    Replayed against past cases

    Complete

    Staging

    Awaiting reviewer sign-off

    In review

    Production

    Promoted when approved

    Queued

    Draft

    Added: manager escalation on doc fail

    Branch test

    860 cases replayed · routing verified

    Staging

    Reviewer: ops lead · 2nd approver

    Production

    No redeploy · applies to new cases

    Nothing reaches production until it is tested and reviewed. Every promotion is captured with who changed what, when, and why.

    What's configurable

    Every aspect of the lifecycle, owned by your team

    One platform. Multiple products. Configured to your portfolio, not the other way around.

    01

    Stages & transitions

    Define lifecycle stages, transition conditions, parallel paths, and re-entry logic, all visually, with branch-based testing before publish.

    Visual editorBranchingReversible
    02

    Assignment & queues

    Route work to roles, queues, or named individuals based on case attributes, workload, or skills. Escalations on SLA breach built in.

    Role-basedSLA escalation
    03

    Approvals & delegation

    Multi-step approval chains with delegation rules, four-eyes checks, and authority matrices encoded in workflow, not policy documents.

    Authority matrixFour-eyes
    04

    SLA & timers

    Per-stage SLA timers, automated reminders, and escalations. Real-time dashboards expose where cases are slipping.

    TimersDashboards
    05

    Triggered side-effects

    Document generation, notifications, integration calls, and audit events: wired declaratively into transitions, not buried in code.

    DeclarativeAudit trail
    06

    Versioning & rollback

    Every workflow change versioned. Run multiple versions in parallel for in-flight cases; roll back instantly without disrupting active work.

    VersionedRollback

    The Cloudcase difference

    Configurable workflow vs. hard-coded process

    Hard-coded process

    Every change a project

    • ×Process logic locked in vendor code
    • ×Each lifecycle change a development cycle
    • ×Branching scenarios fork the codebase
    • ×Testing changes means re-running entire QA suite
    • ×No safe way to trial alternative paths
    With Cloudcase

    Configuration-first workflow

    • Visual editor owned by business analysts
    • Branch-based testing against historical cases
    • Run alternative paths in parallel for A/B trials
    • Version, simulate, publish: no deploy required
    • Same engine drives every channel and product

    See workflow configuration in 30 minutes

    A live demo: edit a workflow, test it against historical cases, and stage it for review before promoting to production, no engineering ticket required.

    Read self-sufficiency guide