Changing the type of cases that I have to review

Auditing cases is the starting point for teaching the system to do its job better. There are two ways that you can help to improve this process:

• Tell the knowledge builder to reduce (or stop) flagging certain types of cases.

To do this, use the menu “action | send to project” when you are currently reviewing a type of case that you don’t want flagged in the future. Provide a note to the knowledge builder giving details of why you don’t want to see this type of case again.

• Tell the knowledge builder to start flagging new types of cases.

To do this, speak directly to the knowledge builder, or send them an email.

Note: the system does not learn to do this automatically. Rules have to be built by the knowledge builder to change the process of flagging cases for review.

Tutorial – Handling a case that should not have been flagged