Model your business process with basic tasks that users or automations resolve, by adding steps to your case life cycle. When users complete steps, your case moves closer to its resolution and to achieving your business goal.
Before you begin: Add processes to stages in your case type. See Adding a sequential process to a stage.
-
In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
-
On the Workflow tab, click Life cycle.
-
In a process, click Step, and then select a step type that you want to add.
-
In the text field, replace the default step label with a descriptive name.
-
Click Save.
Note: Start planning your Microjourney by associating personas with your case type. See Adding personas to organize users.
- Adding a preconfigured step to a process
You can add a step to a process that is preconfigured with functionality, such as sending an email or creating a case. By using preconfigured steps, you can design case types more efficiently.