On the left, navigate to → Setup → Case Setup → Case Types
Click on the hyperlink of the Case Type you want to manage
Case Type Components
A Case Type consists of multiple pieces
Case type module
Description
Main settings
Milestone Diagram
Milestones are a visualization of the major stages in resolving a Case. The milestones have organize work into sequential and logical phases that help achieve a business objectives, such as a resolution to a customer complaint.
Procedure
Procedures define the tasks necessary in your business process to reach a resolution. For improved flexibility and accelerated case resolution, multiple users can work on tasks in parallel. Typically the resolution of tasks progresses a Case along it's milestone diagram.
Data Model
Data Models allow expanding the Case data model to work with information specific to the case type. For example, adding special fields and tables for processing complaints. Pages, forms and search screens are then tailored for each case type by displayed data specific to that case type.
