Five things to internalise
Case
The unit of work. A case can be a transaction, a KYC submission, or a KYB submission. Carries channel, subject, payload, originator-risk-level.
Decision
The verdict produced by a workflow run: approve / review / deny / report, plus the risk band and reasoning trail.
Queue
The live work list. Anything that didn’t auto-resolve lands here.
Risk score
A 0–100 synthesis. Mapped into the four bands.
Workflow
The graph that turns events into decisions.
Audit trail
Append-only log of everything that touched a case.