Creating a case type

Save time when processing similar business operations by defining case types that are the templates for work in your application. By creating case types, you automate business processes and support the different paths that case workers can follow to resolve a case.

You can structure case types in a hierarchy to define parent-child relationships and share information among cases. To resolve a parent case, first resolve all of its child cases.

For example, you can define the following case types: Accident Claim, Vehicle Damage, and Bodily Injury.

A customer service representative (CSR) creates an Accident Claim case each time a customer reports an automobile accident. After your application verifies the customer's driving license and vehicle identification number, the system creates a Vehicle Damage case that is linked to the Accident Claim case.

The CSR decides whether the application needs a Bodily Injury case, based on information from the customer and the search results for similar cases. When other CSRs process the Vehicle Damage and Bodily Injury cases, the CSR enters funds payable and updated policy premium in the Accident Claim case.

A case manager then receives a notification that the Accident Claim is ready for review.