Creating cases
Meet your business goals by creating cases that users of your application, such as customer service representatives (CSR) resolve to achieve a specific outcome. When you create a case, you ensure that CSRs can perform their work by collecting and processing information from customers.
To create a case, you use a case type, which is a template of one of your business processes. Case types consist of stages, processes, and steps, that the case worker completes to resolve the case.-
In the header of App Studio, click the name of a case portal, for example, Case Manager.
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In the navigation panel, click New, and then select the case type that you want to use to create your new case.
- Creating a top-level case type
Improve work processing in your application by creating top-level case types that visualize business processes. When you visualize a business process, you can conveniently divide the process into phases, and then track and manage work with greater ease.
- 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 case at run time
You can change the design of a case as you are processing it. By incorporating edits in real time, you can drive your application forward in a focused, yet flexible way.