Summary:
Cases follow a structured lifecycle with clearly defined statuses and automated routing between teams. As workflow tasks are completed or decisions are made, cases progress through statuses, and are routed to the appropriate queues. Status updates and routing are driven by workflow configurations, approvals, and threshold-based logic to ensure timely and accurate case processing.
Table of Contents:
What is a case lifecycle?
What are the common case statuses and what do they mean?
How does case routing work?
What triggers a case to move to another queue?
Are status updates manual or automatic?
Does routing depend on the case status?
Can a case be handled by more than one team?
Question 1: What is a case lifecycle?
Answer: A case lifecycle refers to the defined sequence of statuses a case goes through from creation to resolution. During this lifecycle, a case may be reviewed, approved, denied, and routed across multiple teams depending on workflow rules.
Question 2: What are the common case statuses and what do they mean?
Answer: The most common case statuses are:
Pending Review – The case is waiting for action from an associate.
Open – The case is actively being reviewed or worked on.
Approved – The case has been accepted and fully processed.
Denied – The case has been reviewed and rejected.
Question 3: How does case routing work?
Answer: Cases are routed between different queues or teams as workflow steps are completed. This ensures that each team handles the part of the process relevant to them.
Example routing flow:
Customer Service Queue > QA Queue > Billing Queue
Question 4: What triggers a case to move to another queue?
Answer: Case routing can be triggered by:
Completion of required workflow tasks
Approval or denial decisions
Threshold-based logic defined in the workflow (e.g., value limits, time-based rules)
Question 5: Are status updates manual or automatic?
Answer: Status updates can happen in two ways:
Automatically, based on system workflows and rules
Manually, through associate actions when reviewing or processing cases
Question 6: Does routing depend on the case status?
Answer: Yes. Routing is closely tied to workflow configuration and thresholds. A change in status or completion of a specific step can trigger the case to move to the next queue.
Question 7: Can a case be handled by more than one team?
Answer: Yes. A single case may pass through multiple teams throughout its lifecycle, depending on the workflow design and business requirements.