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Adding a step to a process

Updated on November 22, 2021

Represent a single assignment in your business process by adding a step to your case. By adding a step, you define a task that a user, your application, or an external application performs to move a case closer to resolution.

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

  • Learning about step types

    Each step in a process has a type, based on the functionality that it provides. By using a variety of step types, you can make your cases more interactive.

  • 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.

  • Collecting information from a user

    Gather the information that your business process requires by creating an assignment to collect that data from users. For example, a customer service representative can enter personal details and income information from a client during the loan request process.

  • Directed Web Access in configuring assignments for external users

    When you enable the Directed Web Access (DWA) in your application, anyone who accesses the Internet, an intranet, or email can process an assignment. When you use this feature, you extend the reach of your application to employees throughout the enterprise, trusted customers and suppliers, and anyone else from whom you want to obtain information.

  • Adding instructions to assignments

    Provide users with guidance on how to complete their tasks by adding instructions to assignments. When you add instructions for completing steps, you give users independence, and accelerate case resolution.

  • Requesting approval from users

    Enforce business policies in your workflows by adding an approval step to a process. In approval steps, users can approve or reject a case after reviewing the case details.

  • Adding a preconfigured step to a process

    You can add a step to a process that is preconfigured with functionality, such as sending an email or creating a case. By using preconfigured steps, you can design case types more efficiently.

  • Validating field input

    Ensure that the user input on a form meets the required conditions before the case moves to the next step in the life cycle. By validating field input, you check whether the data values that users enter are valid and whether the system can process the information correctly. For example, you can ensure that the customer provides their name and address before placing an order.

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