Cases, tickets, incidences is a basic building block of any CRM/ BPM system. However, in most of the organizations, these cases (or incidences / tickets) usually remain of short duration. In most of the circumstances, the case will get completed in a few hours to a couple of days.
However, in some business scenarios, the case may remain open for a few days to weeks or even for months. In such a situation it is called a long case, and the tool to manage this is called as dynamic or advanced case management.
Because the cases usually run for a longer duration, these cases tend to have significant collaboration, documents and case files sharing, multiple steps in it, and a possibility of different users, departments or geographical locations working on a single case through its lifecycle. So the elementary CRM solutions are inadequate to satisfy the business needs of dynamic cases. If your business is involved in such scenarios then you will need to be extra precautious before selecting the right case management solution for your business.