A flow is a sequence of events that models a business process in your application. You create flows to support the different paths that users can take as they move a case through its life cycle.

You can define paths in a flow by using graphical shapes and connectors. The shapes and settings that you choose depend on who performs each task, the types of decisions that users make, and order in which the events occur.

As a best practice, implement your flows as processes with steps in the life cycle of a case type. You can then work with the shapes and connectors in a flow diagram when your process requires advanced functionality.