Created by people or systems
A request, system event or connected interaction can create a case. It is the place where the work begins, even when the entire process is automated.
NATIVE CASE MANAGEMENT
A case is not a ticket. It’s where work happens.
A system, customer or other participant can create a case. One or more workflows run within it. AI, APIs, MCP and people do the work — in the same context, from the first action to the outcome.
CAPABILITIES
The home for the work. From the start.
One case. One or more workflows.
Run the processes needed to complete the work within the case, with shared information, decisions and history.
A complete history
Understand who or what participated, which decisions were made and how the process reached its outcome.
Human judgement with context
Give people the history and information they need to handle an exception without reconstructing the process.
A shared place to participate
AI agents, APIs, MCP tools and people can all contribute. Bringing in a person continues the work in the same case.
Cases you can automate
Apply the workflow engine to routing, triage, prioritisation and case handling itself.
Automation and human work belong in the same case.
A case is not an escalation created when automation stops. It is the execution context throughout: automated steps, human contributions and everything required to finish the work.
See how the case keeps work together →FROM COMPLEXITY TO PROGRESS
What would you take off your team’s plate?
Bring one process to your demo. We’ll map the manual steps, show where Cention can do the work and identify where your people add the most value.