Adding a stage to a case life cycle
Visualize main elements of your business process by adding stages to a case life cycle. By creating stages, you organize work into sequential and logical phases that lead to achieving a goal of your business process.For example, if your business goal is to review a job application from a prospective worker, you can divide the case into the following primary stages that represent the expected path of your case:
- Conduct screening
- Conduct interview
- Approve candidate
Populate your case life cycle with stages by completing the following tasks:
- Creating a primary stage
Represent main phases of your business process by creating primary stages in a case life cycle. By creating stages, you can ensure that your work is divided into logical phases, so that you can track and resolve the tasks more conveniently.
- Creating an alternate stage
Ensure that you can resolve a business process when an exception occurs by adding an alternate stage to the case life cycle. For example, you can use an alternate stage to process the cases that managers reject.
- Defining the entrance criteria for a stage
Evaluate case properties, attachments, and conditions to determine when a case enters a stage as it moves through the case life cycle.
- Configuring case resolution
Configure a resolution method in a stage to control the final status and processing that occurs when a case reaches the end of its life cycle.
- Defining conditions for skipping a stage
Ensure that cases move to the next stage in the sequence when the current stage is not relevant, by defining the conditions that cause a case to skip a stage. When a customer service representative (CSR) can skip irrelevant stages, a case reaches its resolution faster.
- Removing a stage
Remove a stage when it is no longer relevant to the life cycle of your case type.