Configure the process flow for customer service
The process flow bar organizes tasks under various stages, which are used to easily lead you through the process of case resolution. The process flow bar also highlights the stages and tasks that you’ve already completed. You can configure the bar to add or update the stages, steps, and fields to suit your business needs.
For more information about customizing business processes, see eBook: Customize a business process.
To change stages, steps, and fields in the customer service process
Make sure that you have the Customer Service Manager, System Administrator, or System Customizer security role or equivalent permissions.
Check your security role
From the case form, click the More Commands button, and then click Edit Process.
To add a new stage, click + Insert stage under the stage where you want to add the new stage. You can add up to 30 stages, and each stage can contain up to 30 steps.
Name the stage anything you like, and then add steps. To move the stage to where you want it to appear in the process, click the up and down arrows at the bottom of the form.
To add a step within a stage, click + at the bottom of the Step Name column, name the step, and then move it to where you want it to appear in the list of steps using the up and down arrows at the bottom of the form. Then click the associated field in the Value column and select from the drop-down list.