> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vh3.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Case management and teams

> Cases, teams, and how they enable continuous follow-through.

## Case management and teams

<AccordionGroup>
  <Accordion title="What is case management?">
    Case management is the place where agent signals become owned work. A case can represent an escalation, investigation, project review, audit, complaint, or follow-up item. It holds participants, linked operational records, comments, status changes, and a full activity timeline.

    Operational records stay in the intelligence layer. Cases reference jobs, customers, sites, engineers, and other evidence so the team can review and act without copying data into a separate system.
  </Accordion>

  <Accordion title="Does case management call BigChange?">
    Case management runs inside VH3 AI. It tracks ownership, evidence, and follow-through around operational work. Any BigChange write-back or job creation flow is handled by the configured ingest or integration pipeline for your tenant.
  </Accordion>

  <Accordion title="What are teams?">
    Teams are dynamic groups for shared ownership. A team can represent a region, customer portfolio, service line, escalation room, onboarding sprint, or temporary working group.

    Teams can link to customers, sites, jobs, job types, or other entities. Sentinels, reports, Connie, and automations can then route work to the group that owns the relevant account, site, or problem.
  </Accordion>

  <Accordion title="Are teams predefined?">
    Teams are created around the work. Some are permanent, such as a regional operating patch or customer portfolio. Others are temporary, such as a major incident room or a discovery sprint review group. Use `purpose`, `description`, and `metadata` to describe the group in the language your operation uses.
  </Accordion>
</AccordionGroup>