Automating work by creating case types
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.
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, as in the following example:
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.
- Case types
Save time and maximize efficiency when you implement similar business processes by defining case types. A case type is a visual representation of your business process, and a template for work that you can reuse for multiple instances of your business process. By creating a case type, you define the ultimate goal of a business process, the path that the case must follow to a resolution, the people who are involved in processing the case, and the data that the case requires.
- Case life cycle elements
Visualize your work, organize tasks, and achieve the goals of your business process by defining the case life cycle. Creating the case life cycle is a technique that you can use to model a path that your case follows to resolution by grouping tasks in a logical and practical way.
- Configuring a data model for a case
Configure a data model to define the data that you want to use in a case. For example, to include a user email address in a case, add an email address field to the data model.
- Views for cases
Views in cases represent forms that users interact with to provide information for case processing. 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. When you create, configure, and organize relevant fields in a form, you can clearly communicate to users data that they need to provide to process an assignment in a case.
- Configuring case type settings
Help your customers achieve success, and better respond to their individual needs, by configuring case types that precisely reflect their business processes. To provide the most efficient solutions for your customers, configure their case type settings to meet all of their requirements.
- 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.
- Managing case types
Reflect your individual business needs and requirements by modifying your case types. You can rename, import, or delete a case type.
- 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.