- Learning about case processes
A process in a stage is a flow or a sequence of events that models a business process. By adding processes to a stage, you can define the paths that users take as they move a case through its life cycle.
- 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 a parallel process to a stage
Support your business process events that do not require a run-time order by adding a parallel process to a stage.
- Adding a multistep form to a stage
Break a single assignment that captures many fields into multiple focused and concise screens by adding a multistep form to a stage. You can add both a sequential process and a parallel process as a multistep form. For example, you can ask users to enter their personal details on one screen, and then describe their medical condition on the next screen.
- Defining conditions for starting a process
Ensure that a process starts only when needed in a business case by defining conditions for running the process. By starting processes conditionally, you save time because customer service representatives (CSRs) perform only relevant tasks.
- Removing a process from a stage
You can remove a process from a stage in your case type when it is no longer required.