What is a Hub?

A Hub in CaseActive is a workspace where you can manage all your cases. You can create a single workspace for all our clients or multiple workspaces according to your clients, depending on your preferences. 

What does the hub do?

A hub allows you to create cases where staff and clients can collaborate on an end goal. The hub has two domains. The hub, where cases, users, and staff live and Manage, where the admin can manage every aspect of the hub

What is a case?

A case in CaseActive can be defined as an incident or project within a hub. You can create as many cases as you want.

What does a case do?

A case helps you keep track of each specific incident or project without any hurdles or confusion. It allows you to use many features, such as Feed, Convo, Events, Notes, and more, to manage your case. The client interacts with staff in a case.

What are Case User roles, and how do we modify them?

Case roles set permissions for users’ actions within a case. These permissions can be set or updated in the advanced settings section in a hub’s admin panel. 

To modify role permissions, click here

When you assign a user to a case, a role is required, and they assume the role’s permissions within the case. You can create custom roles according to your needs and requirements and give them permissions accordingly.

Predefined  Roles are:

Staff: 

This role should be used or assigned to members you want to give access to staff permissions within cases.

Client: 

The user’s role should only be used to keep the clients updated, as users can only interact with the case.

Bot: 

This role is a Read-only role used to perform automation and integrations on behalf of the cases.

What are Case Users and User types?

Although CaseActive users all utilize its services or platform, depending on their interaction with it, they are segregated into different user types.

Hub user types:

Admin: 

The Admin user type is provided to only the hub’s creator, who can manage the hub to the fullest. This role cannot be modified. 

Manager: 

The Manager user type has the same rights as the admin, but those rights can be changed or revoked.

Staff: 

 This user type should be used for staff members

User:

 This user type should be used only for client members. This user type is not billed.

Bot: 

This user type is a Read-only role used to perform automation and integrations on behalf of the cases.

Note: All user types are billed except for User and Bot user types.

How do hubs, cases, users, and roles work together?

• Once you create an account on CaseActive, an example hub will be created automatically. To create more hubs, click the “+New” button.

• Click Create New Hub for my Business, provide all the necessary information, and click the “Submit” button.

• Every hub has cases within it that allow it to manage different processes. You can create as many cases as you require. Once a Hub is made, one case is created automatically.

• To create new cases, click on the “+New” button in the cases section of the admin dashboard.

• Provide the necessary information and click the “Save” button to create a hub.

• You can also assign users here by clicking assign users and providing the requested data.

• After creating cases, users are assigned to manage the cases’ process. You can import users either individually through the user’s tab in the admin dashboard or import multiple users through integrations using the import option.

• Once users are added to the CaseActive Hub, they are assigned to cases and provided roles according to the level of permissions you want them to have access to. Click here to learn how to assign users in a case.

Note: In this section, we have explained how the hub, case, users, and roles work together and provided a brief overview. To get a better understanding of each element, you can search for it in our blog section and learn about it in detail.