As a Foundation, your application does not include any predefined case types. A case is defined as a Service Case or a Service Request, which is a process that your staff will execute to service your customers. Each case contains one or more processes that will be extended or created 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.