Represent main phases of your business process by creating primary stages in a case life cycle. By creating stages, you can ensure that your work is divided into logical phases, so that you can track and resolve the tasks more conveniently.
Primary stages visualize the main phases of your business process. For example, for a Review job application case type, you can create stages, such as Conduct screening, Conduct interview, and Approve candidate.
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.
If there are no primary stages defined, click Add life cycle.
In the Case life cycle section, click Stage, and then enter a unique name in the text box.
By default, the system creates a stage for each case life cycle that you define.
In the Stage property panel, on the General tab, define the transition after this stage is complete:
- To move to the next stage, select Automatically move to next stage.
- To let the customer service representative decide which stage the case enters, select Wait for a user action.
- To close the case, select Resolve the case, and then define the resolution status and options.
- Defining the case life cycle
Track and resolve your cases in a convenient and facilitated way by defining the case life cycle that represents a business model. You can define the life cycle as smaller modules that match the elements of your business process.
- Creating an alternate stage
Ensure that you can resolve a business process when an exception occurs by adding an alternate stage to the case life cycle. For example, you can use an alternate stage to process the cases that managers reject.
- Adding a process to a stage
Organize tasks that are related in your business model by adding a process to a stage. With processes, you can control who performs work on a case, in addition to how and when the assignee resolves the case.