Pi Case Management

The user is presented with a tabular view of all cases, with the ability to apply filters for viewing specific cases.

The table is intentionally structured to resemble a spreadsheet, based on user feedback. This is to ensure a seamless transition for risk analysts who are accustomed to managing cases manually in spreadsheets when transitioning to this platform.

Users can upload a csv or excel file containing the required data, enabling the creation of multiple cases in bulk.

The table titles from the file automatically appear on the case management table, enabling the user to audit a case faster. This is the preferred method for handling lots of cases.

Alternatively, users can initiate the case creation process by inputting relevant information manually. The user will be directed to a screen where they can enter the necessary identifiers and stakeholder details to create a case.

This method allows for the creation of one case at a time.

This feature provides them with a high degree of flexibility, allowing them to handpick the specific types of information they want to include in the export. What's more, they have the option to arrange the columns in the precise order that best suits their requirements.

This level of customisation ensures that users can tailor their exports to match their unique preferences and needs.

Based on my research in Noida, I've learned that, on average, the various data sources will generate 20,000 alerts per day.

Given this volume, it's crucial to empower users with the capability to conduct in-depth investigations and apply specific filters to narrow down particular types of cases.

These elements can be dynamically interchangeable in the backend, based on the specific requirements of the teams.

Within this section, users have access to all essential functionalities. The uppermost segment contains pivotal details pertaining to the case, including the description, priority, status, and the designated team responsible for its handling.

This page provides essential details about the merchant key, along with any past fraud alert metrics or shop information, if available. Additionally, if necessary, the risk analyst has the option to include images to bolster their investigation and ascertain the authenticity of the merchant.

This page displays any prior cases that may have been initiated against this specific merchant. This encourages cross-team collaboration, enabling them to share their data and make well-informed decisions collectively.

Through the utilization of machine learning, the system will generate recommendations based on predefined rules from diverse data sources. These suggestions will categorize cases as either 'Genuine', 'Medium Risk', 'High Risk', or 'Critical', each accompanied by a set of specific next steps associated with the outcome.

All communications pertaining to this case will be prominently featured here.

Operators have the capability to identify similarities or patterns between cases, allowing them to link these cases and conveniently access a summarized view of all linked cases in one location. Clicking on the Case ID will directly open the detailed page for the corresponding case. Furthermore, operators also have the option to link new cases or delete as needed.

The case management system includes a comprehensive Notes section where operators can document their observations, sorted by date and identified by the operator's name. Notably, important notes can be archived for auditing purposes, ensuring a transparent record-keeping process.

This system-generated log meticulously records all activities associated with the case, ensuring a comprehensive overview of its history. The types of activities encompassed here include alterations in assignee, modifications to the case description within the summary, changes in case status and priority, adjustments in case name and description, addition of a new event linked to the case, attachment uploads, and comments created, edited, or deleted.

For enhanced case validation, operators have the capability to include attachments. They can attach images or files in formats such as jpeg, png, or pdf, with a maximum size limit of 1MB. These attachments seamlessly integrate into the case notes once the case is created, providing a visual or supplementary context to support the case details.

The most crucial page for each case is the Actions panel. It allows operators to take actions on events and unique identifiers associated with the case. The main actions usually involve either allowing or blocking the identifier, deciding if it goes on a blocklist or an allowlist.