Your AGM application includes predefined case types for Complaint, Appeal, Grievance and Organization determination. Each case contains one or more processes that you can extend or create to meet your business requirements. You can create new case types based on the needs of your application during your planning process.

Each case type has one or more processes associated with it. When you define a new case type, you provide stages for that case type. A stage is the first level of organizing work in your case type. Each stage has one or more steps.