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.
Primary
stages visualize the main phases of your business process. For example, for a Review job
application case type, you can create stages, such as Submission, Application review, Decision,
and Job offer.
When you create a new case type, the system automatically
creates the first stage, which is the Create stage. For more information, see The Create stage.
In the navigation pane of
App Studio, click Case types, and then click the case type that
you want to open.
On the Workflow tab, click Life
cycle.
In the Case life cycle section, click
Stage, and then enter a unique name in the text box.
By default, the system creates a stage for each case life cycle that you
define.
In the Stage property pane, on the
General tab, define the transition after this stage is
complete:
To move to the next stage, select Automatically move to next
stage.
To let the customer service representative decide which stage the case enters,
select Wait for a user action.
To close the case, select Resolve the case, and then define
the resolution status and options.
Click Save.
Result: The following figure shows a case type with four empty stages. A
green bar marks the Create stage, and a red bar marks the resolution stage:Stages in a case type
At run time, a breadcrumb navigation of a case displays names that you associate with
the stages, as shown in the following figure:Case breadcrumb navigation
What to do next: Organize work within stages by adding processes. For more
information, see Processes in a case life cycle.
