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 Case types.
  1. In the header of App Studio, click Preview application, and then 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.

  3. To discard a case before submitting the case for processing, click Cancel Delete .

    If the case includes the Create stage, the case enters the Resolved-Cancelled status. Worklists and work queues omit the case.
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