Learning about case types

To manage your microjourney efficiently, automate and visualize your business processes by creating case types. When you implement case types, you organize your work into consistent and logical phases, collect and control the data that your process requires, and audit information to ensure that your outcomes are of top quality.

A case type is a reusable template that represents a business process. For better understanding of your customers' needs, design your application by describing the stages within a case type, then define the steps or processes that happen in each stage when the case workers process an actual case. This provides an easy way to capture objectives in a single view that all case participants, from application designers to executives and end users, can use to understand how a particular case type works and progresses. Cases can continue to change throughout their life cycle due to various internal and external events. Depending on the context of the case, different customer service representatives (CSRs) can work to resolve individual tasks, processes, and stages. This flexibility helps you achieve your goals in the most effective way.

Maximize efficiency during the case life cycle by implementing the following features:

To support and facilitate resolution of more complex cases, create a hierarchy of parent-child cases. Organize smaller processes into child cases to resolve for a parent case to reach its end.
To ensure that the appropriate CSR receives a task, define routing for assignments. You can assign tasks to a work queue, worklist, or a specific CSR, or you can define routing logic that automatically chooses the correct assignee at run time.
To support timely case resolution, define service-level agreements (SLAs) for a case type or specific stages or tasks within a case. Enrich the SLAs and make them more effective by adding escalation actions.
To increase automation, implement rules-based contextual processing that ensures that the most appropriate policies and procedures are selected for each case. The rules-based contextual processing supports work automation and routing, and as a result, reduces the number of manual exceptions.
To allow CSRs to collect information and feedback from end users, design surveys. Supplement the surveys with multiple question formats, such as text boxes, sliders, or radio button matrices.