Automating work by creating case types
Complete your microjourney and meet your business goals in a convenient, time-saving, and automatic way by creating case types. By creating case types, you define how users of your application manage and resolve work to achieve a successful outcome in the most efficient way.
When you create a case type, you create a visual representation of your microjourney that consists of related tasks that are grouped into coherent stages. Each stage consists of steps that users of your application, such as customer service representatives (CSRs), need to complete to bring a case closer to its resolution. To save time, you can also define automated steps that your application performs, and then set goals and deadlines for these actions. Cases are instances of case types, which are reusable templates of your business processes. For example, you can create a case type that CSRs at a bank might reuse every time they process a loan request. An individual loan request case might then include stages such as collecting information from the customer, checking their credit history, and approving or rejecting the loan request. As a part of this case life cycle, an application can autogenerate an email to the customer with the bank's decision about their loan.
To further maximize the efficiency of your business actions, you can define case types to meet your specific needs, by specifying process behavior throughout different stages of the case life cycle. You can configure how users interact with a case and in what manner the case's automated processes facilitate this interaction, helping your customers more quickly reach their business goals.