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Creating cases

Suggest edit Updated on November 5, 2021

Meet your business goals by creating cases that users of your application, such as customer service representatives (CSR) resolve to achieve a specific outcome. When you create a case, you ensure that CSRs can perform their work by collecting and processing information from customers.

To create a case, you use a case type, which is a template of one of your business processes. Case types consist of stages, processes, and steps, that the case worker completes to resolve the case.
Before you begin:
  1. Create case types that you can reuse for multiple business processes. For more information, see Creating a case type.
  2. Define which cases the user can create. For more information, see Organizing the main menu for a portal.
  1. In the header of App Studio, click the name of a portal in which you process cases.
  2. In the navigation panel, click New, and then select the case type that you want to use to create your new case.For example: The following figure shows creating a case in the Case Worker portal.
    Selecting a case type to create a case.
    Selecting a case type to create a case in the Case Worker portal.
Result: You have created a case, which can now be processed to achieve a specific result.
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