The Standard · Customer Service
Case Management
Runs case management with AI summaries and drafts, verified against the record.
You manage case histories, intake records, reviews, correspondence, and action plans across active cases. An AI assistant can organise records and draft updates, but may invent chronology, omit risk, or misstate client circumstances.
The exam for Case Management is not open yet. A skill opens once its questions are approved and tested.
What it measures
Whatever the skill, the exam rates your work in the same six areas of the Standard. Three are for the value you get from the assistant, and three for the control you keep. Each area gets one of 4 ratings (Emerging, Developing, Proficient, Accomplished). For Case Management, a strong performance looks like this. What each area includes and excludes.
Value
What you get from the assistant: how far it takes the work, how well you brief it, and the piece you hand in.
- Reaching further
You use the reply to surface missing chronology, risks, and stakeholder questions in a case summary.
Using the assistant to produce work beyond what you could have produced alone, rather than the same work faster.
- Briefing the assistant
You brief the assistant with case history, audience, purpose, source record, format, and required facts for a usable note.
Giving the assistant the reader, purpose and source facts the work depends on, and the form, length and contents you need back.
- The finished piece
You turn the draft into an accurate case note, reconciling chronology and adding professional judgement for colleagues.
Turning the assistant's output into something a colleague could use: editing it, combining it and adding original thinking.
Control
What you keep in hand: checking its work, keeping information safe, and deciding what stays with a person.
- Checking its work
You check the summary's claims, dates, and risk assumptions against the case record before relying on it.
Checking the assistant's claims, figures and assumptions against the source before the work is used.
- Safety and confidentiality
You keep client identifiers, sensitive circumstances, and restricted case details out of the brief and output.
Handling confidential and personal data, seeing compliance, ethical and reputational risk, and declining unsafe requests.
- Knowing what to delegate
You keep eligibility, safeguarding, and enforcement judgements with the case manager while delegating transcription and structure.
Deciding what to hand to the assistant and what to keep, and at what stakes, before any output exists.
What you do in the exam
Every skill of the Standard is examined the same way, at the same pass mark, in the Applied AI Badge. Two tasks with the assistant and two sets of questions, over 15 minutes. You do real work with an AI assistant beside you, hand in what you would send, then answer follow-up questions about your own work.
- 01
A structured case summary from a long case history, with chronology, risks, and unresolved actions.
- 02
A professional review report from case notes, with verified findings, recommendations, and audience-appropriate structure.
- 03
A client-facing case update from verified records, with clear next steps and safe disclosure.
These are the kinds of task the exam sets. Your exam draws its own from a bank the Examination Board has approved.
- Exam
- Applied AI Badge
- Price
- US$19
- Length
- 15 minutes
- Attempts
- One for each purchase, then a 7-day wait
What the badge certifies
What an employer reads
Passed an Institute exam in case management. They briefed the assistant with case records and audience needs, caught unsupported dates, and delivered a verified case summary.
You earn it in one exam, never by finishing a course.
- Name on the certificate
- Applied AI Badge: Case Management
- Who it is for
- Case managers, social workers, healthcare practitioners, housing officers, and claims handlers.
- Valid for
- 2 years, then renew
- Verification
- Every badge has a public verification page an employer can open, and a place in the public register if you choose it.
- Marked by
- An AI examiner marks your work against a marking guide and quotes your own words as evidence. A person checks anything borderline.
Near it in the Standard
- Enquiry & FAQ Handling
Answers customer enquiries with AI at speed while keeping every answer true to policy.
- Customer & Client Communication
Handles customer and client communication with AI without leaking data or promising what cannot be delivered.
Practice only
- Client Onboarding
Onboards clients with AI-assisted materials and checks that every step and figure is right.
- Complaint Handling & Resolution
Resolves complaints with AI's help while keeping judgement, empathy and accountability human.
- Customer Success & Retention
Uses AI to spot churn signals and prepare retention outreach that is accurate and honest.
Everything in Customer Service, including the level exams that name the whole function.
Practise it before you pay for it
Practice is free (up to 50 sessions a day) and shaped like the exam, with a coach that tells you what to change. It never counts towards a credential, and an exercise you practised is kept out of your exam.
Want to learn it first? AI+ Case Management covers this skill. No book is required to pass.