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Processes in a case life cycle


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Organize related tasks in your business case by adding a process to a stage. With processes, you can control the order of events in your case, in addition to who performs the work and in what manner.

For example, for the Application review stage of a recruitment case, you can add the Conduct interview and Review collected information processes.

When you add processes to a case type, you organize related tasks in a logical way, instead of having a list of loosely connected assignments. You also define an order of case events, so that a case can only move to the next process after completing the steps in the current process. For example, when reviewing a job candidate, a process that includes a job interview can only start after a process for collecting all required documents is complete.

To resolve cases faster, you can also create multiple parallel processes within one stage. As a result, users can work simultaneously during the case cycle, for example, while one HR worker verifies documents collected from a job candidate, another HR worker runs a background check. For an improved working experience, you can define conditions for when a process starts, so that users only interact with actions that are relevant to specific scenarios, such as starting a process of additional interviews only when this action is relevant. By creating processes, you also speed up application development, since you can reuse processes in many different case types in your application. When you name processes, use verb and noun combinations.

The following figure shows an Application review stage that consists of the Conduct interview and Review collected information parallel processes:

A stage that includes two parallel processes
Two parallel processes in a single stage.

Populate your case life cycle with processes by completing the following tasks:

  • Adding a sequential process to a stage

    Control the order of events in a case by adding a sequential process to a stage. A sequential process orders related actions that lead to the resolution of a case.

  • Adding a parallel process to a stage

    Support your business process events that do not require a run-time order by adding a parallel process to a stage.

  • Adding a multistep form to a stage

    Break a single assignment that captures many fields into multiple focused and concise screens by adding a multistep form to a stage. You can add both a sequential process and a parallel process as a multistep form. For example, you can ask users to enter their personal details on one screen, and then describe their medical condition on the next screen.

  • Defining conditions for starting a process

    Ensure that a process starts only when needed in a business case by defining conditions for running the process. By starting processes conditionally, you save time because customer service representatives (CSRs) perform only relevant tasks.

  • Conditionally starting a process

    Create applications that flexibly adjust to dynamically changing scenarios by configuring conditions to start specific sets of actions. When processes in your case type start under specified conditions, you save time and resources because you can create one case type that is relevant in various situations, instead of providing and maintaining multiple case types.

  • Removing a process from a stage

    To save time and resources, adjust your existing case types to changing business scenarios by removing processes that are no longer required. Modifying case types helps you efficiently use resources in your application and accurately respond to dynamic situations.

  • Draft mode of case processes

    When you add a process to your case life cycle, by default the process is in draft mode. Draft mode provides an option to test the case type before you advance with your application development, even if processes in your case life cycle contain configuration issues.

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