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Defining a customer Microjourney

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Learn how case types represent a customer Microjourney™ from beginning to a desired outcome. Design the life cycle of a case type as a series of steps organized into stages that reflect major milestones in case processing.

After completing this module, you should be able to:

Identify the elements of a case life cycle: stages, processes, and steps
Differentiate between a primary stage and alternate stage
Model the life cycle of a case type

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