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Adding a process to a stage

Updated on April 5, 2022

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.

Create processes for your case life cycle by completing the following tasks:

  • 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.

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