Meet your business goals by creating cases that users of your application,
such as customer service representatives (CSR) resolve to achieve a specific outcome. When you
create a case, you ensure that CSRs can perform their work by collecting and processing
information from customers.
To create a case, you use a case type, which is a
template of one of your business processes. Case types consist of stages, processes, and steps,
that the case worker completes to resolve the case.
Before you begin:
Create case types that you can reuse for multiple business processes. For more
information, see Creating a case type.