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Responder Cases

Jovita Mogulevičiūtė
Updated

What a case is

A case is a workstream for handling a specific external request (typically from a bank, auditor, or law firm) where there may be back-and-forth over time.

A case helps you keep everything in one place:

  • Emails / incoming requests (if you forward them into the case)
  • Tasks
  • Questionnaires created from PDFs or email text
  • Packages you create and share (including versions)
  • Activity/audit trail

When to use a Case vs a standalone Package

  • Use a Case when you expect multiple rounds (follow-up questions, new documents, updated packages).
  • Use a standalone Package when it’s a one-off share and you don’t need ongoing tracking.

Creating a case (typical flow)

  1. Go to Cases → Create case
  2. Name the case in a way that makes it searchable (e.g., “Nordea — Fund X — 2026 refresh”)
  3. Add the relevant company(ies) and officer(s)
  4. Set the responsible party (owner)
  5. (Optional) Add due date / context notes

Working inside a case (what you typically do)

1) Add content to answer the request

From the case you can add:

  • Company overview sections (selected fields)
  • Officer overview sections
  • Documents (company/officer/global)
  • Questionnaires (digitized or created from email/text)
  • Legal entity structure (when requested)

2) Build and preview a package

  • Curate what to include for each company/officer
  • Use Preview before sharing to avoid over-sharing

3) Adding Questionnaires

  • Add questionnaires for digitization
  • Complete questionnaires to add to your case and share in the package

4) Create/Share (and track versions)

  • Share the package via email or generated link (depending on recipient constraints)
  • Each share becomes an entry in Package history

5) Handle follow-ups efficiently

When a counterparty comes back with “one more form”:

  • Use Clone & customize on the previous package
  • Only add/remove what changed
  • Share the new version

Emails and tasks (common productivity features)

  • You can forward emails into a case using the case-specific forwarding address (if enabled for your tenant).
  • From an email stored in the case, you can generate:
    • Tasks (to track what needs doing)
    • A questionnaire (to turn a list of questions into a structured form)

Tips

  • Use consistent naming: Counterparty + scope + date.
  • Keep reusable documents (policies, standard attachments) in Global documents so you don’t re-upload them.
  • If questionnaires come as protected PDFs, request an alternate version from the counterparty (or use a workaround process).

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