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Automating work by creating case types

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Complete your Microjourney and meet your business goals in a convenient, time-saving, and automatic way by creating case types. By creating case types, you define how users of your application manage and resolve work to achieve a successful outcome in the most efficient way.

Review the business process that you want to automate, so that you can identify dependencies, determine logical paths for routing of work, and establish the required sequence of events.

When you create a case type, you create a visual representation of your Microjourney that consists of related tasks that are grouped into coherent stages. Each stage consists of steps that users of your application, such as customer service representatives (CSRs), need to complete to bring a case closer to its resolution. To save time, you can also define automated steps that your application performs, and then set goals and deadlines for these actions. Cases are instances of case types, which are reusable templates of your business processes. For example, you can create a case type that CSRs at a bank might reuse every time they process a loan request. An individual loan request case might then include stages such as collecting information from the customer, checking their credit history, and approving or rejecting the loan request. As a part of this case life cycle, an application can autogenerate an email to the customer with the bank's decision about their loan.

To further maximize the efficiency of your business actions, you can define case types to meet your specific needs, by specifying process behavior throughout different stages of the case life cycle. You can configure how users interact with a case and in what manner the case's automated processes facilitate this interaction, helping your customers more quickly reach their business goals.

  • Creating a case type

    Save time when processing similar business operations by defining case types that are the templates for work in your application. By creating case types, you automate business processes and support the different paths that case workers can follow to resolve a case.

  • Defining the case life cycle

    Track and resolve your cases in a convenient and facilitated way by defining the case life cycle that represents a business model. You can define the life cycle as smaller modules that match the elements of your business process.

  • Configuring a data model for a case

    Configure a data model to define data that you want to use in a case. For example, to include a user's address of residence in a case, add an address value to the data model.

  • Configuring views for cases

    Display relevant information and gather data from users by creating views for cases and associating the views with case types. When you create views, you decide what fields the users see and how they interact with the fields as the case moves towards a resolution.

  • Configuring case type settings

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  • Configuring external storage options for attachments

    Use external storage to attach content to a case or Pulse conversation.

  • Configuring complex processes

    To reach your business goals and solve cases that require additional processing, configure complex processes.

  • Modifying case types

    Modify your case types to reflect your unique business needs. For example, you can change a case type name, or delete a case type when you no longer need it.

  • Customizing the Get Next Work logic

    You can customize Get Next Work processing to the meet the needs of your application and your business operations without creating new activities. If you create or override standard rules, save the rules in a ruleset and version that is available to all appropriate users.

  • Changing case statuses

    Communicate to stakeholders how a business process moves towards resolution, by changing the case status in the life cycle. For example, you can assure the stakeholders that the case advances within the time frame.

  • Importing a case type

    To reduce the complexity of your application, share templates for business processes between your applications by importing case types.

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