Table of Contents

Creating cases


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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.
Create case types that you can reuse for multiple business processes. For more information, see Creating a case type.
  1. In the header of App Studio, click the name of a case portal, for example, Case Manager.

  2. 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.

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