Admin Training Guide

Module 1 Admin Console ⏱ 20 min

Goal: Navigate the admin console and locate each configuration section.

The admin console is accessible from the user menu at the top right of the CaseForge interface. It is visible only to users with the Workspace Admin role.

Module 2 User Management ⏱ 30 min

Goal: Invite users, assign roles, manage groups, and handle offboarding.

Roles

Inviting a user

1. Navigate to Admin Console → Users → Invite user.
2. Enter the user's email address.
3. Select their role from the dropdown.
4. Assign the user to one or more groups. (A user with no group assignment cannot see any cases.)
5. Click Send invite. The user receives an email with a link to activate their account.

Changing a user's role

1. Navigate to Admin Console → Users → [User name].
2. Click the Role dropdown.
3. Select the new role.
4. The change takes effect immediately on the user's next page load.

Deactivating a user

When a user leaves or no longer needs access:

1. Navigate to Admin Console → Users → [User name].
2. Click Deactivate account.
3. Confirm. The user is immediately logged out and cannot log in again.
4. Their cases remain in the system and retain their history. Reassign open cases to an active user.

Bulk user import

For initial go-live or large user cohorts, use the bulk import instead of inviting one by one:

1. Download the import template from Admin Console → Users → Import users → Download template.
2. Fill in the CSV: one row per user with columns for email, role, and group names. Group names must exactly match existing group names in your workspace.
3. Upload the completed CSV.
4. Review the preview for errors (missing emails, unrecognized group names).
5. Confirm the import. Invitation emails are sent in bulk.

Module 3 Workflow Management ⏱ 45 min

Goal: Create and modify case types, configure stages and transitions, and publish workflow changes safely.

Case types and stages

Every case in CaseForge belongs to a case type. The case type defines:

• The stages the case moves through (for example: New → In Review → Resolved → Closed)
• Required fields at each stage transition
• Which user groups can create cases of this type
• SLA rules (if configured)

Creating a case type

1. Navigate to Admin Console → Workflows → New case type.
2. Name the case type. The name appears in the case creation form and all reports.
3. Add stages using the + Add stage button. Drag to reorder.
4. For each stage, set the stage properties in the right panel: stage name, assigned group, and whether the stage is a terminal state (case is closed when it enters this stage).
5. Click Save draft. The case type is saved but not yet active.

Configuring stage transitions

A transition is the move from one stage to the next. You can require a field to be filled in before a transition is allowed.

1. Click a stage in the workflow editor.
2. In the right panel, click Transitions out.
3. For each outgoing transition, click + Add required field.
4. Select the field from the dropdown. The field must exist in the case type's field configuration.
5. Save the transition rule.

Versioning and publishing

Workflow changes are versioned. When you edit a case type, you are editing a draft version. The live cases on the production tenant continue using the published version until you publish the draft.

• Save draft — saves your changes without affecting live cases.
• Publish workflow — makes the draft the active version. Cases currently open will use the new workflow for any future transitions.
• View history — shows all published versions and who published each one. You cannot revert to a previous version automatically — if a publish causes problems, you must reconfigure the draft to match the previous state and publish again.

Module 4 Notification Rules ⏱ 30 min

Goal: Create, manage, and test email notification rules.

How notification rules work

A notification rule has three components:

• A trigger event (for example: case created, case assigned, case escalated, stage transition, comment added)
• A recipient filter (for example: assigned agent, case creator, all members of a group, a specific user)
• A message template (subject line and body, with field substitution variables)

Trigger events

Viewing existing rules

Navigate to Admin Console → Notifications. All active notification rules are listed here. Enabled rules have a green indicator; disabled rules are grayed out.

Click any rule to view or edit it. The email preview shows how the notification looks with sample data substituted.

Creating a notification rule

1. Click New rule.
2. Select the trigger event from the dropdown.
3. Set the recipient filter. For most events, start with the Assignee recipient — add more recipients only if there's a documented business need.
4. Edit the message template. Field substitution variables are listed in the right panel — click any variable to insert it into the template.
5. Toggle the rule on.
6. Click Save.

Testing a notification rule

After saving a new rule, test it before go-live:

1. Create a test case in the staging environment.
2. Trigger the event the rule responds to.
3. Check that the notification email arrives within two minutes.
4. Review the email content — confirm that substitution variables resolved correctly (no visible {{variable_name}} placeholders in the received email).

If the notification does not arrive, check:

• The rule is enabled (green indicator in the rule list)
• The recipient user has a valid email address in their CaseForge profile
• Email delivery is functioning — send a test email from Settings → Email → Test delivery

Module 5 Reports ⏱ 30 min

Goal: Generate and schedule operational reports for common management use cases.

Standard reports

Navigate to Admin Console → Reports to see the full report library.

To run a report, click it, set the date range and any filters, and click Generate. Reports render in-browser and can be exported as CSV or PDF.

Scheduling a report

1. Open the report.
2. Click Schedule.
3. Set the frequency (daily, weekly, monthly).
4. Select the delivery time and recipients.
5. Click Save schedule.

Scheduled reports are sent as PDF attachments. Recipients do not need a CaseForge account to receive them.

Creating a custom report

1. Navigate to Admin Console → Reports → New report.
2. Select the primary data object (Cases, Users, or Audit events).
3. Choose the columns using the field picker.
4. Apply filters to narrow the data set.
5. Preview the report.
6. Save with a name and description.

Module 6 Common Issues & Diagnostics ⏱ 30 min

Goal: Diagnose and resolve the ten most common support issues without escalating to CaseForge support.

1. User cannot log in via SSO

• Confirm the user is assigned to the CaseForge application in the IdP.
• Confirm the user's email in the IdP matches their CaseForge profile email (case-sensitive for some IdPs).
• Check Admin Console → Audit Log for authentication failure entries.
• If the Audit Log shows no entry at all, the issue is in the IdP — the request is not reaching CaseForge.

2. User not receiving notifications

• Confirm the notification rule is enabled (green indicator).
• Confirm the user's email address in their CaseForge profile is correct.
• Confirm the notification rule's recipient filter matches the user's role or group.
• Ask the user to check their spam folder and add noreply@[tenant].caseforge.io to safe senders.
• Send a test email from Settings → Email → Test delivery.

3. User cannot see a case

Cases are visible only to users whose group matches the case's access group, plus supervisors and admins.

• Check the case's access group in the case Details tab.
• Check the user's group membership in Admin Console → Users → [User] → Groups.
• Agents can only see cases they are assigned to or cases in their groups. Supervisors see all cases in their groups.

4. Workflow stage not advancing

• Open the case — check the stage transition validation message for the specific required field that is missing.
• Confirm the user's role has transition permissions for this stage (Admin Console → Workflows → [Case type] → [Stage] → transitions).
• If the advance button is grayed out with no error, check the Tasks tab for an open task that must be completed first.

5. Integration stopped working

1. Navigate to Admin Console → Integrations → [Integration name].
2. Click Connection health to see the last successful sync and any error messages.
3. Most common cause: expired credential. For OAuth integrations, click Reconnect. For API token integrations, ask the IT admin to generate a new token.
4. If the health check shows a network error, escalate to the IT admin — a firewall change may be blocking the integration endpoint.

6. Attachment upload failing

• Maximum attachment size is 50 MB per file.
• Supported file types are configured in Admin Console → Settings → Allowed file types. Add the relevant type if needed.
• If attachments "disappear" after upload, check Admin Console → Integrations for document storage errors.

7. Report showing no data

• Confirm the date range covers a period when cases existed. A common mistake is "last 7 days" immediately after go-live.
• Check that case type and group filters are not over-scoping the query.
• For custom reports, check that filter conditions are correct — an AND filter where OR was intended is a common cause.

8. Duplicate user accounts

1. Identify both email addresses from the Users list.
2. Confirm with the user which account holds their active cases.
3. Reassign any open cases from the account to be deactivated.
4. Deactivate the unused account. Do not delete — deactivation preserves audit history.

9. Admin console not loading

• Confirm the user has the Workspace Admin role.
• Clear browser cache and retry. Try an incognito window.
• If it doesn't load in any browser, check status.caseforge.io.

10. Scheduled report not delivering

• Confirm the schedule is active (navigate to the report and check the Schedules tab).
• Confirm the recipient email addresses are valid.
• Ask recipients to check their junk folder.
• Re-run the report manually. If it renders correctly, the issue is with scheduled delivery — contact CaseForge support.

Post-Training Assessment

After completing all six modules, you should be able to complete the following tasks independently, without referring to this guide:

1. Invite a new user, assign them to a group, and set their role to Agent
2. Create a new case type with three stages and one required field on the middle transition
3. Create a notification rule that emails the assignee when a case is escalated
4. Run the Stage Aging report for the past 30 days, filtered to one case type
5. Diagnose why a user is not receiving notifications and resolve the issue

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