Case model and decision rules
We map case types, statuses, transition conditions, escalation rules, required data, user roles and decision points. This forms the basis of an executable process model in UiPath Maestro.
Case Management - running cases with full process control
Case Management lets you run complex cases - complaints, KYC, applications and service processes - within a single controlled flow, with clear rules, escalation to a human, and a full history of actions.
What your organisation gains
Every case handled by the same rules
Decision rules, case statuses and escalation paths help maintain a consistent way of handling cases - regardless of who is running the case, the channel of the request, or the team’s current workload.
A full history of actions and decisions
Every stage of a case can be recorded together with information on data sources, actions taken, people involved in the process, decisions and escalations. This makes it possible to trace who carried out a given step, when, on what basis, and with what outcome.
Shorter handling time for complex cases
Maestro moves a case through successive stages: from qualifying the request, through gathering data from systems, to a recommendation, a decision, or escalation to the right person. The team works on organised context, rather than on scattered data and manual coordination.
A human wherever a decision is needed
In higher-risk cases, a human remains part of the decision process. AI agents and automations support analysis, complete data and prepare recommendations, but decisions requiring approval, risk assessment or compliance review can remain with authorised people.
What we deliver on this project
Process orchestration in UiPath Maestro
We design the case flow as a controlled process that coordinates RPA robots, AI agents, external systems and tasks for a human. The goal is one coherent workflow instead of scattered activity across many tools.
Human-in-the-loop for sensitive decisions
We use mechanisms for handing tasks to a human wherever approval, risk assessment, data interpretation, or a decision aligned with organisational policy is required. The user receives case context, source data and a recommendation, rather than an isolated task.
Action history, decisions and reporting
We design mechanisms for logging case events: timing of actions, data sources, steps taken, decisions, escalations and the people involved in the process. This lets the organisation analyse handling time, bottlenecks, process quality and documentation completeness.
Integration with source systems
We connect Case Management with the systems where data actually lives: SAP, CRM, ServiceNow, Salesforce, ticketing systems, document repositories and other enterprise applications. A case draws on data at the source, without the need to manually re-enter information between systems.
AI Security Review
Where AI agents take part in the process, before production launch we analyse the risks related to data access, source control, prompt injection, permissions, action logging, and the ability to escalate to a human. This allows Case Management to be developed in a safe and auditable way.
How we deliver projects in this area
We start with a case map: what types of requests the organisation handles, what their statuses are, who makes the decisions, where exceptions occur, and what data must be documented.
We then select one case type as a Proof of Value. We design the process model, integrations, roles, escalation rules, human-in-the-loop, and the way impact is measured. We verify handling time, data quality, completeness of the action history, and user acceptance of the solution.
Once value is confirmed we scale the solution to further case types. Every production rollout includes governance, access security, activity monitoring, and the data needed for reporting and audit.
Technology stack
UiPath MaestroUiPath Action CenterUiPath Agent BuilderUiPath StudioUiPath OrchestratorUiPath AI Trust LayerBPMN 2.0SAPSalesforceServiceNowCRM systemsticketing systemsdocument repositories
The team’s certifications and experience in process automation and enterprise systems with UiPath confirm SNOK’s readiness to deliver Case Management solutions.
Where we have delivered similar solutions
Healthcare operator active in 21 countries
Together with the client we built an HR process platform supported by digital workers. The solution handles around 100,000 HR events a year and shortens onboarding from 10 days to 2 days.
Financial sector company
We prepared a concept for running KYC proceedings with decision rules, access control for sources, an action history and an audit trail required in a regulated environment.
Industrial manufacturer
We designed a complaint-handling scenario as an end-to-end case - from the request, through data gathering and qualification, to a recommendation and handover of the decision to the right team.
FAQ - Case Management
How does Case Management differ from a classic workflow? +
A classic workflow works well where the process follows a single, predictable path. Case Management is the right choice for cases whose flow depends on data, decisions, exceptions, risk and human involvement. It allows many variants of a case to be run while maintaining control, an action history, and reporting capability.
What kinds of cases suit Case Management? +
Most often these are complaints, applications, KYC and AML proceedings, service cases, disputes, requests requiring verification, and processes where timeliness, compliance with organisational policy, and documentation of how a case was resolved all matter.
Does Case Management require a full UiPath platform rollout? +
Scope depends on the existing environment, the number of case types, the integrations needed and the level of automation required. Case Management can use UiPath Maestro, Action Center, RPA robots, AI agents and integrations with enterprise systems. SNOK helps choose the technology and licensing scope to match a real business case.
How does Case Management support compliance and audit? +
Case Management brings order to the way cases are handled and enables key information to be recorded: who carried out an action, when, on what data, and with what outcome. This process history supports internal control, reporting, incident analysis, and preparing materials for audit.