How to indicate progress of a case
How do you indicate the progress of a case towards resolution?
1) Update the case status on the appropriate steps.
2) Configure a case notes field to capture progress information .
One source says the answer is 2, but I think it is 1. Please clarify. Thanks.
Accepted Solution
Updated: 27 Feb 2020 15:25 EST
IQZ Systems
IN
Hi
Case status indicates the progress of a case towards resolution.
You can take a look at https://community.pega.com/sites/default/files/help_v73/basics/portal/casemanager/cm-case-status-con.htm
Case notes gives you information on various events occurring in the case but it doesn't clearly indicate the status to the end user. You can see different Case status like new, open, pending, resolved-completed... Which clearly indicate the status of the case at every step to the user.
Hope this helps