Adding supporting processes to stages
You can provide greater flexibility to your cases and complement them with more information by adding supporting processes to stages. When you add a supporting process to a stage, additional processing can occur only while the case is in that stage.
For example, a customer service representative that works on a car insurance case can use a supporting process to collect additional information and materials about the accident, when the case is in a Collect accident details stage.-
In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
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In the Case life cycle section, click Optional actions.
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In the Stage-only actions section, click Action below the stage to which you want to add a supporting process.
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Choose a supporting process:
- To add a new process, click Process.
- To add an existing process, click , and then select a process.
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Replace the default label for the process with a name that describes the purpose.
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Click Save.
- Add meaningful actions to new processes, or supplement existing processes with more tasks, by adding steps. For more information, see Adding single steps to processes.
- Define the conditions for when users see the process. For more information, see Displaying supporting processes conditionally.
- Adding a process to a stage
Organize tasks that are related in your business model by adding a process to a stage. With processes, you can control who performs work on a case, in addition to how and when the assignee resolves the case.
- Adding optional actions to stages
Provide customer service representatives (CSRs) with an ability to perform out-of-sequence tasks when your business process enters a specific stage by adding optional actions to stages.
- Adding a step to a process
Represent a single assignment in your business process by adding a step to your case. By adding a step, you define a task that a user, your application, or an external application performs to move a case closer to resolution.