Adding new activities for a case
An activity organizes work items that must be completed to process a case. Depending on how your solution is set up, you might be able to add activities to a case in one or more ways.
About this task
A solution might provide the following types of activities that you can add at run time:
- Workflow activities
- A workflow activity consists of sequence of steps or work items that must be completed for the
activity along with the role or user that must complete each step. You might be able to add
discretionary workflow activities or custom workflow activities to a case:
- Discretionary workflow activities typically are used for activities that are routinely performed for a case but might not be performed regularly. These activities are predefined for a solution, but are not automatically added to cases. Instead, you add discretionary workflow activities to a case only as necessary.
- Custom workflow activities address activities that are not typically part of a case. You can define these activities to meet specific case requirements.
- To-do tasks
- A to-do task represents a simple activity that does not have workflow steps. To-do tasks provide a checklist of tasks that must be done or information that must be collected for a case type. You add predefined discretionary to-do tasks to a case as necessary.
- Quick tasks
- A quick task represents a one-time activity that is related to a case but not associated with a workflow. You create quick tasks for a case type to help organize your work or address unexpected or one-time tasks.