Cases

Cases are not just a pretty list view. In the current platform, a case is a folder-backed operational record with workflow state.

What a case really is

A case combines:

• a folder that owns the collaboration context
• structured metadata and subtype information
• workflow state such as pipeline, stage, or ownership
• related files, notes, chats, tasks, and relationship records

When to use cases

Use cases when work needs:

• repeatable lifecycle stages
• queue or assignee views
• structured review and operational monitoring
• durable context around many related artifacts

Practical rule

Do not teach users to choose between “folder work” and “case work” as if they are opposites.

A case is usually the folder-owned operating model for that work.

Guardrails

• keep the case folder as the source of truth for related content
• avoid duplicating case state in ad-hoc spreadsheets
• treat workflow and metadata changes as controlled operational changes