Case Lifecycle

Question 1

case

Answer 1

work that delivers a business outcome. The outcome of a case is a meaningful deliverable provided to a customer, partner, or internal stakeholder. A deliverable can be processing an auto-insurance claim, onboarding a new mortgage, or designing and releasing a new product. In all these examples, the work to be done can be defined in terms of its resolution (the insurance claim is paid, the new account is opened, or the new product is released).

Question 2

Stages

Answer 2

first level of organizing the different tasks, or processes required to complete work associated with a case. Stages help to organize the life cycle of a case around the key events that support the primary goal of the case.

Question 3

processes

Answer 3

Stages are further organized into processes which define one or more paths the case must follow. Processes contain a series of actions, or steps that must be completed to resolve the case.