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.
In the Case life cycle section, click Optional actions.
In the Stage-only actions section, click Action below the stage to which you want to add a supporting process.
Choose a supporting process:
- To add a new process, click Process.
- To add an existing process, click , and then select a process.
Replace the default label for the process with a name that describes the purpose.
- 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.