Steps in a process

Steps in a process represent the tasks that users, your application, or an external application perform to move a case closer to resolution. By using steps, you can refine the life cycle of a case type.

You can use different types of steps to control who works on the case, what kind of information is shared, and when processing in a case pauses or resumes. You can create steps by updating the life cycle of a case type or adding shapes to a flow diagram.