A case plan organizes the work required to resolve a case. It breaks a request into manageable tasks, assigns ownership, and helps everyone understand what needs to happen next.
Unlike AI Insights, which summarizes what has already happened, a case plan focuses on the work still to be completed.
Case plans are created and maintained by the Autonomous Case Planner, which can generate tasks, update the plan as the case changes, and coordinate work between people and AI.
How case plans work
A case plan is made up of individual tasks.
Each task can include:
- A title and description
- An owner
- Start and due dates
- Dependencies on other tasks
- A completion status
Together, these tasks provide a structured path from the initial request through to resolution.
Sharing work between people and AI
One of the key benefits of case plans is that work can be shared between people and AI.
Tasks can be assigned to:
- The AI Assistant, for work that can be completed automatically.
- A person, for work requiring human judgment or action.
As work is completed, the plan updates automatically to reflect progress and identify the next tasks ready to begin.
Tracking progress
Case plans help you understand the overall progress of a case.
You can quickly see:
- Which tasks are ready to work.
- Which tasks are waiting on other work to finish.
- Which tasks are complete or canceled.
- Whether any tasks are approaching or past their due date.
Progress indicators help identify cases that may need attention before they affect service delivery.
Working with AI Insights
Case plans and AI Insights work together but serve different purposes.
| AI Insights | Case plan |
| Summarizes the conversation and case history. | Organizes the work needed to resolve the case. |
| Helps you understand what has happened. | Helps you decide what to do next. |
| Provides context before you begin work. | Tracks progress throughout the lifecycle of the case. |
A common workflow is to review AI Insights to understand the case, then use the case plan to complete the remaining work.
Find case plans
Case plans are available from the Case plan tab in the case information panel.
From here, you can:
- Review the current plan
- Track task progress
- Identify blockers
- Monitor due dates
- See work assigned to people and AI