Step types

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.

  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.