The idea behind a case management system (or adaptive case management system (ACM)) is to support processes that are neither tightly nor completely specified. Rather, Implicit process models are used, which capture a conventional flow from which a user can deviate—unless this is explicitly prohibited. A case management system is usually fully aware of the precise details of the data belonging to a case (including customer data, financial or medical data). Based on such awareness, the system can inform end users about the status and history of a case, as well as the most obvious steps to continue with.
