Enterprise pattern
Requests & service workflows
Requests & service workflows cover service requests, task fulfilment, permissions, estates work, repairs, and helpdesk-style flows—where volume is high and handoffs matter.
Reduces handoff failures with clear routing and ownership.
Speeds up fulfilment with automation and templates.
Improves resident experience with fewer chases and clearer status.
When to use this pattern
Use this pattern when…
- You need triage and routing based on request type or location.
- Work passes between teams and requires updates.
- You want to reduce repeat contact and manual admin.
Not ideal when…
- Work is investigatory/regulatory and needs evidence-grade controls.
- Work is safeguarding-focused with ongoing risk scoring.
Example workflows
Concrete journeys that commonly use this pattern:
Repairs request
Capture the request, route to the right team or supplier, track progress, and close with outcome.
- 1. Request intake
- 2. Triage & routing
- 3. Work scheduled and completed
- 4. Close and capture satisfaction/outcome
Estates task
Coordinate tasks across teams with clear ownership and deadlines.
- 1. Log task
- 2. Assign owner
- 3. Track updates
- 4. Close
Sectors that use this pattern
How the platform implements this pattern
Case Cloud implements service workflows with configurable forms, routing, tasks, SLA tracking, and dashboards—so requests are fulfilled efficiently and consistently.
Triage and routing
Get requests to the right place fast.
- Rules-based routing
- Priority and SLA assignment
- Templates for common request types
Tracking and updates
Reduce chases with clear status and ownership.
- Case timeline and communications
- Reminders and escalations
- Dashboards for workload and throughput
Role-based benefits
Why each role should care about this pattern:
For Operational Managers
- Clear workload visibility across teams.
- Less fire-fighting through prioritisation and SLAs.
- Evidence of performance without spreadsheet churn.
For Contact Centre
- Fewer repeat calls through status visibility.
- Smoother handoffs with ownership and timelines.
- Consistent triage across channels.
Configuration & extensibility
Configure request types, routing rules, and SLAs while keeping governance over changes.
Governance controls that keep things safe
- Template libraries for consistent intake
- Routing rules with change control
- Role permissions for sensitive actions
Case studies
Ready to apply the Requests & service workflows pattern?
See how Case Cloud implements it with templates, workflows, SLAs, and dashboards.