Creating cases

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.
Before you begin: Create case types that you can reuse for multiple business processes. For more information, see Case types.
  1. In the header of Dev Studio, click Create > New, and then select a case type that you want to use.
  2. To discard a case before submitting the case for processing, click Cancel > Delete.
    Result: If the case includes the Create stage, the case enters the Resolved-Cancelled status. Worklists and work queues omit the case.