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Adding a stage to a case life cycle

Updated on November 22, 2021

Visualize main elements of your business process by adding stages to a case life cycle. By creating stages, you organize work into sequential and logical phases that lead to achieving a goal of your business process.

For example, if your business goal is to review a job application from a prospective worker, you can divide the case into the following primary stages that represent the expected path of your case:
  • Conduct screening
  • Conduct interview
  • Approve candidate
To ensure that you can resolve the process in an alternative way when an exception occurs, for example, if the candidate does not meet the requirements, create an alternate stage Approval Rejected.

Populate your case life cycle with stages by completing the following tasks:

  • 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.

  • 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.

  • Defining the entrance criteria for a stage

    Evaluate case properties, attachments, and conditions to determine when a case enters a stage as it moves through the case life cycle.

  • Configuring case resolution

    Configure a resolution method in a stage to control the final status and processing that occurs when a case reaches the end of its life cycle.

  • Defining conditions for skipping a stage

    Ensure that cases move to the next stage in the sequence when the current stage is not relevant, by defining the conditions that cause a case to skip a stage. When a customer service representative (CSR) can skip irrelevant stages, a case reaches its resolution faster.

  • Removing a stage

    Remove a stage when it is no longer relevant to the life cycle of your case type.

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