Cases
Persona’s Cases helps operations teams efficiently investigate and review end users—often those that have been flagged by a Persona inquiry. Cases includes a configurable UI for the operations team, built-in analytics (e.g. SLAs and case resolution rates), the ability create automations, and many other features that let you customize and streamline case management.
Under the hood, a case object represents the collection of data about an end user who needs to be investigated and decisioned on.
Usage example
For example, if your organization is a ride-sharing marketplace, you may need to investigate a driver for a variety of reasons:
- Onboarding: Should they be allowed to onboard to the platform?
- Account takeover investigation: If they are claiming that their account has been taken over, is there enough information to validate their claim?
- Fraudulent activity: Are there suspicious signals associated with this user that require further action (e.g. removing them from your platform, or sending a follow-up inquiry for verification)?
- Transaction monitoring review: Are there suspicious transactions associated with this user that require further investigation?
You can link a case to all of the Persona inquiry(s), account(s), and report(s) that are associated with an individual driver. Once this data lives in a case, the case can be assigned to a member of your operations team to investigate and make a decision on.
Getting started
You can create, assign, and add data to a case from the Persona Dashboard. You can also use Cases APIs to take all of these actions (and more).
Typically, you will view a case in the Persona Dashboard using a case template configuration.
Adding data to a case
Data from both within and outside of Persona can be added to a case.
Persona objects such as inquiry(s), account(s), and report(s) can be attached to a case using the Add Persona objects endpoint.
Any other external data can be attached to a case using the Update a Case endpoint, as long as it can be represented as JSON.
Learn more
See our Help Center for details about how you can use and customize cases. A few starting points:
