Learning about step types

A step is a unit of processing that is typically executed as part of an ordered sequence. Each step in a process has a type, based on the functionality that it provides. By using a variety of step types, you can make your cases more interactive.

For example, you can use steps in a Mortgage case to retrieve a customer's financial history, prompt a case worker to calculate a new interest rate, and notify a case manager when the terms of the loan are ready for approval. You choose a step type when you define the a case life cycle.

The following step types are supported:

Collect information

Assigns a task, which you define in a form with fields, to a user or work queue.

This type of step adds the Assignment shape to your process. There is no flow action defined on the outgoing connector.

Approve/Reject

Assigns a task to a user, typically a manager, to review case information and then decide whether the case is approved.

You can customize the form for this task.

This type of step adds the Approval shape to your process.

Processes

Calls another process, or flow, from the current process.

This type of step adds the Subprocess shape to your process.

User actions

Assigns a predefined task to a user or work queue, such as adjusting goal and deadline or changing stage.

This type of step adds the Assignment shape to your process. The outgoing connector is configured with an existing flow action.

Automations

Provides preconfigured functionality, such as sending an email or creating a case.

This type of step adds a corresponding smart shape to your process.

To create steps with advanced functionality, add shapes to the underlying flow that supports your process.