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The outcome

At the end of this workflow, the case has the correct client, application type, owner, questionnaire, evidence location, and next review task. Do not start document generation or portal autofill until this foundation is reviewed.

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1. Create the case deliberately

Select the correct client, case type, assignees, and a clear name. The case type matters because it controls the available intake and supported automation paths. Created case summary with the linked client and case workspace. Continue with Create a Case.

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2. Send a focused questionnaire

Before inviting the client, confirm the recipient email, questionnaire, case status, and family-member assignment. Send the invitation only when the form is ready. The client should receive one understandable request, not a form that is still being changed. Client-facing questionnaire with required fields and section navigation. Continue with Send Invitation.

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3. Review facts and ask for corrections

Review answers in the staff workspace, not just the completion percentage. Resolve unclear or conflicting answers before moving forward. Use comments or a follow-up request when the client needs to correct something. Staff questionnaire workspace for reviewing answers in context. Continue with View Questionnaire and Comments.

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4. Organize supporting evidence

Store staff-managed evidence in the case Files area with a small, predictable folder structure. Keep questionnaire upload requests distinct from internal file organization so clients are not asked to navigate staff folders. Case file manager showing an organized evidence folder. Continue with Upload Files.

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5. Show only the client-facing work

Use the portal when you need the client to see case status, assigned questionnaires, signature requests, or an update. Choose a safe client-facing status independently from internal case notes or operational status. Continue with Client Portal.