Case types

A case type represents work in your application that follows a life cycle, or path, to completion. By using case types, you can reuse functionality from built-on applications, manage dependencies, and automate the tasks that your team performs in real life, such as requesting approval from a manager or sending correspondence to stakeholders.

A case is an instance of a case type. Cases are created by case workers, your application, another application, or case managers who triage interaction cases.

Example case types

For example, you can define the following case types: Accident Claim, Vehicle Damage, and Bodily Injury.

A case worker creates an Accident Claim case each time a customer reports an automobile accident. After your application verifies the customer's driver's license and vehicle identification number, it creates a Vehicle Damage case that is linked to the Accident Claim case.

The case worker decides whether a Bodily Injury case is needed, based on information from the customer and the search results for similar cases. When the Vehicle Damage and Bodily Injury cases are processed by other case workers, the funds payable and updated policy premium are stored in the Accident Claim case.

A case manager is then notified that the Accident Claim is ready for review.