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Adding case types to organize work

Updated on April 5, 2022

To manage your Microjourney efficiently, automate and visualize your business processes by creating case types. When you implement case types, you organize your work into consistent and logical phases, collect and control the data that your process requires, and audit information to ensure that your outcomes are of top quality.

A case type is a reusable template that represents a business process. For better understanding of your customers' needs, design your application by describing the stages within a case type, then define the steps or processes that happen in each stage when the case workers process an actual case. This provides an easy way to capture objectives in a single view that all case participants, from application designers to executives and end users, can use to understand how a particular case type works and progresses. Cases can continue to change throughout their life cycle due to various internal and external events. Depending on the context of the case, different case workers can work to resolve individual tasks, processes, and stages. This flexibility helps you achieve your goals in the most effective way.

Maximize efficiency during the case life cycle by implementing the following features:

  • To support and facilitate resolution of more complex cases, create a hierarchy of parent-child cases. Organize smaller processes into child cases to resolve for a parent case to reach its end.

    For more information, see Creating a case type.

  • To ensure that the appropriate case worker receives a task, define routing for assignments. You can assign tasks to a work queue, worklist, or a specific case worker, or you can define routing logic that automatically chooses the correct assignee at run time.

    For more information, see Assigning tasks to users.

  • To support timely case resolution, define service-level agreements (SLAs) for a case type or specific stages or tasks within a case. Enrich the SLAs and make them more effective by adding escalation actions.

    For more information, see Completing work on time.

  • To allow case workers to collect information and feedback from end users, design surveys. Supplement the surveys with multiple question formats, such as text boxes, sliders, or radio button matrices.

    For more information, see Designing surveys.

What to do next: Add case types to your Microjourney by completing the following tasks:

  • Creating a top-level case type

    Improve work processing in your application by creating top-level case types that visualize business processes. When you visualize a business process, you can conveniently divide the process into phases, and then track and manage work with greater ease.

  • Creating a primary stage

    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.

  • Adding a sequential process to a stage

    Control the order of events in a case by adding a sequential process to a stage. A sequential process orders related actions that lead to the resolution of a case.

  • Adding single steps to processes

    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.

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