# Case Management: Combining Knowledge With Process [[Case Management]] ![[Case Management- Combining Knowledge With Process.pdf]] 2009 article. Summary. 1. The authors listed the importance of knowledge management, the value of knowledge worker, and challenges of knowledge management in case management. 2. Then they offered some suggestions that are lame, such as 3. Using CRM, Come out with own solutions.. huh? Definition of Case Management. "There are no universally accepted definitions available for case management. We define it as follows: Case Management is the management of long-lived collaborative processes that coordinate knowledge, content, correspondence and resources to progress a case to achieve a particular goal; where the path of execution cannot be predetermined in advance of execution; where human judgment is required to determine how the end goal can be achieved; and where the state of a case can be altered by external out-of-band events."