Skip to main content

Case Cards

Last Updated: November 20, 2025
Document ID: UG-DASH-002
Version: 1.0

Overview​

case card example

Case cards are the building blocks of your Dashboard—compact visual summaries that display essential information about each case at a glance. They're designed to help you quickly assess a case's status, identify who's working on it, and determine what needs attention without having to open the full case details.

Why case cards matter:

  • Quick assessment - See critical case information without clicking through
  • Visual prioritization - Color-coded status indicators highlight urgency
  • Team visibility - Know who's working on each case
  • Efficient navigation - Access full case details with a single click

Key Terms​

TermDefinition
Case CardVisual representation of a case showing key information in a compact format
Status IndicatorColored icon showing the urgency level (Past Due, Priority, or Upcoming)
Process StatusCurrent stage position in the workflow
Active ContributorsTeam members currently assigned work on the current case stage
Safe ModePrivacy setting that hides client names from case cards

Scope​

This guide covers:

  • Understanding case card anatomy and components
  • Reading status indicators and what they mean
  • Viewing contributor information
  • Identifying deadlines and urgency levels
  • Opening cases from case cards

This guide does NOT cover:

  • Filtering options available in My Caseload and My Performance tabs

Who should use this guide:

  • Case Managers
  • Coordinators
  • Supervisors
  • Any team member with dashboard access

What you need before starting:

  • Active Conduit account
  • Dashboard access permissions
  • Familiarity with your organization's workflow stages

How To Use Case Cards​

Case Card Anatomy​

Each case card contains multiple elements that provide a complete snapshot of a case's current state in its unexpanded (default) view.

Case Card Components (from top to bottom):

  1. Status Indicator (top-left corner)

    • Icon showing urgency level
    • Yellow warning icon (⚠️) = Priority
    • Red warning icon (❗️) = Past Due
    • No icon = Upcoming

  2. Client Name (header)

    • Primary client information
    • Hidden when Safe Mode is enabled (displays as "_**_")

  3. Process Flow Type (subheader)

    • Name of the workflow template being used
    • Example: "Hospital Discharge," "Care Coordination," etc.

  4. Process Status (middle section)

    • Current stage in the workflow
    • Shows where the case is in the overall process

  5. Active Contributors (profile pictures)

    • Visual avatars of team members assigned to current stage
    • Hover to see names and details
    • Click to view all past and current contributors

  6. Person ID (identifier section)

    • Unique identifier for the person in the system
    • This number is consistent across all Conduit views and external systems
    • Also appears as "Client ID" in My Caseload table and "EHR Client ID" in the Health Record section

  7. Assigned Task (middle-bottom section)

    • Primary task requiring action at this stage
    • Brief task description
    • Displays in red (Past Due), yellow (Priority), or gray (Upcoming)

  8. Deadline Information (bottom)

    • Due date for current task or stage
    • "Past Due" or "Overdue" labels when applicable
    • Days until deadline for upcoming items
    • Displays in red (Past Due), yellow (Priority), or gray (Upcoming)

Screenshot: dashboard*case-card_annotated_01.png *(Coming soon - unexpanded case card showing all 8 components labeled)_

💡 Note: Case card elements (Assigned Task and Deadlines) display in colors matching their swimlane: red for Past Due, yellow for Priority, and gray for Upcoming.

Understanding Status Indicators​

Status indicators provide instant visual cues about case urgency.

Status Indicator Types:

ColorIconSwimlaneMeaningAction Required
Red❗️Past DueDeadline has passedImmediate attention needed
Yellow⚠️PriorityDeadline within 30 daysPrompt action required
None—UpcomingDeadline beyond 30 daysPlan ahead, monitor progress

Visual Examples:

💡 Tip: Status indicators match the swimlane the case appears in, making it easy to scan for urgency levels at a glance.

Expanding Case Cards​

Case cards can be expanded to reveal additional task details, alerts, and quick actions without opening the full Case Page.

How to Expand:

  1. Click anywhere on the unexpanded case card, OR
  2. Click the downward-pointing caret icon (▼) below the Active Contributors section

The case card expands in place, revealing additional information.

Expanded Card Contents:

When expanded, the case card displays:

  1. Task Information:

    • Task title (name of the current assigned task)
    • Task progress indicator
    • Task description (detailed explanation of what needs to be done)

  2. Alerts:

    • Current alert displayed (if any alerts exist)
    • Examples of alerts:
      • Past due deadlines with specific task name
      • Upcoming critical deadlines
      • Required actions or notifications

  3. Alert Navigation:

    • Previous Alert button - Navigate to earlier alerts
    • Next Alert button - Navigate to subsequent alerts
    • Only visible when multiple alerts exist

  4. Open Case Button:

    • Click to open the full Case Page
    • Provides access to all case details, documents, team, and activity

How to Collapse:

To return to the unexpanded view:

  1. Click anywhere on the expanded case card, OR
  2. Click the upward-pointing caret icon (▲)

The card returns to its compact, unexpanded state.

💡 Tip: Use expanded cards to quickly review task details and navigate alerts without leaving the Dashboard. Only click "Open Case" when you need full access to documents, team collaboration, or detailed case management.

⚠️ Note: Alert navigation buttons (Previous Alert, Next Alert) only appear when a case has multiple alerts. Cases with one alert show only that alert, and cases with no alerts show no alert section.

Viewing Contributor Information​

Active contributors show you who's currently working on a case.

Steps to view contributors:

  1. Quick View:

    • Locate the profile picture avatars on the case card
    • Hover your cursor over any avatar
    • Tooltip appears showing: "Active Contributors - There are X team members assigned work on this stage"

  2. Full Contributor List:

    • Click "open this panel" in the tooltip
    • OR click directly on the avatar section
    • Panel opens showing all past and current contributors
    • View contributor names, roles, and assignment dates

What you'll see:

  • Profile pictures or initials for each contributor
  • Maximum of 3-4 avatars displayed directly on card
  • "+X more" indicator if additional contributors exist
  • Full list available in expanded panel

Reading Deadline Information​

Deadline information helps you prioritize work and meet due dates.

Deadline Display Formats:

  1. Upcoming deadlines:

    • "Due in X days" (for deadlines 7+ days away)
    • "Due in X days" (for deadlines 2-6 days away)
    • "Due tomorrow" (for next-day deadlines)

  2. Overdue items:

    • "Past Due" label in red
    • "Overdue by X days"
    • Automatic placement in Past Due swimlane

  3. No deadline:

    • "No deadline set" or blank deadline field
    • Typically appears in Upcoming swimlane

⚠️ Note: Deadlines are calculated based on task due dates and process stage timeframes. Cases automatically move between swimlanes as deadlines approach or pass.

Opening a Case from a Case Card​

Access the full Case Page to work with all case details, tasks, documents, and team collaboration.

Steps:

  1. Expand the case card (see Expanding Case Cards)

    • Click anywhere on the case card, OR
    • Click the downward-pointing caret icon (▼)

  2. Click the "Open Case" button in the expanded card view

  3. The Case Page opens, providing access to:

    • All tasks and task management
    • Documents and resources
    • Team members and collaboration
    • Alerts and notifications
    • Activity history
    • Client profile information

Opening a case Click the Open Case button in the expanded card view

📘 Learn more: See Case Page Overview for detailed information about working within the Case Page.

💡 Tip: Use the expanded card view to quickly review task details and alerts before deciding whether to open the full Case Page.

Case Cards in Safe Mode​

When Safe Mode is enabled, case cards protect client privacy by hiding identifying information.

What changes in Safe Mode:

  • Client names → Hidden (shown as "_**_")
  • Status indicators → Remain visible
  • Contributors → Remain visible
  • Process status → Remains visible
  • Deadlines → Remain visible
  • Task information → Remains visible

Identifying cases in Safe Mode:

  • Use case ID numbers (if your organization displays them)
  • Reference process status and stage
  • Check assigned contributors
  • Match deadline dates

📘 Learn more: See Safe Mode Guide for privacy settings and disabling Safe Mode.

Tips & Best Practices​

💡 Efficient Case Card Usage:

  • Scan status indicators first - Colors help you prioritize without reading details
  • Hover before clicking - Use hover tooltips to gather information without navigating away
  • Use right-click menus - Quick actions save time for routine tasks
  • Check contributors - Coordinate with team members before taking action on shared cases

💡 Visual Scanning Strategies:

  • Top-to-bottom review - Start with Past Due swimlane, work down to Upcoming
  • Color grouping - Group similar status colors mentally to batch similar urgency levels
  • Deadline clustering - Focus on cases with similar deadlines for efficient time blocking

💡 Team Collaboration:

  • Verify active contributors before reassigning tasks to avoid duplication
  • Check contributor panel to understand case history and handoffs
  • Use comments feature (via right-click menu) for quick team communication

Common Issues & Solutions​

Client Names Not Showing​

Problem: Client names appear as Client ID (e.g. MRN) on case cards.

Solution: Safe Mode is enabled. If you have appropriate permissions, disable Safe Mode in user settings. See Safe Mode Guide.

Case Cards Missing Information​

Problem: Some fields on case cards are blank or showing "No information."

Solution:

  1. The case may be newly created without all fields completed
  2. Your role may not have permission to view certain fields
  3. The process flow may not require those fields at the current stage
  4. Contact your supervisor if you believe you should have access

Status Indicator Doesn't Match Swimlane​

Problem: A case has a yellow Priority indicator but appears in the Upcoming swimlane (or similar mismatch).

Solution:

  1. Refresh your browser (F5 or Cmd/Ctrl + R)
  2. The case may have just been updated—status syncing can take a moment
  3. Clear your browser cache if the issue persists
  4. Contact support if discrepancies continue

Can't Open Case from Card​

Problem: Clicking on a case card doesn't open the case details.

Solution:

  1. Verify you have permission to view case details
  2. Try right-clicking and selecting "Open case" from the menu
  3. Check if the case is locked or in a restricted state
  4. Refresh the dashboard and try again

Frequently Asked Questions​

Q: Why do some case cards show more information than others?

A: Different process flows and case stages may require different fields. Cards dynamically display relevant information based on the current stage and workflow requirements.

Q: Can I customize what information appears on case cards?

A: Card layout is standardized for consistency across the platform. Contact your administrator about organization-level customization options.

Q: How many contributors can be shown on a case card?

A: Up to 3-4 contributor avatars display directly on the card. If more contributors exist, a "+X more" indicator appears. Click to view the complete list.

Q: Why don't all cases have deadlines?

A: Some process flows or stages may not have strict deadlines. Cases without deadlines typically appear in the Upcoming swimlane.

Q: What happens if a case has multiple deadlines?

A: The case card displays the nearest upcoming deadline. All deadlines are visible when you open the full case details.

Q: Can I see completed cases on my dashboard?

A: The Dashboard Overview tab primarily shows active cases. To view completed or archived cases, switch to the My Caseload or My Performance tabs where filtering options are available.

Need Help?​

Can't find what you're looking for?

  • Search documentation - Use the search bar at the top of this page
  • Contact Support - Email support@servicethinking.com or use the in-app help chat

Next Steps:

  • Learn about Swimlanes to understand case organization
  • Read Case Management Guide to work with cases in depth
  • Explore My Caseload and My Performance tabs for filtering and analytics