Case statuses and support process for the inquiry status ladder
Key Takeaway
The medical inquiry status ladder uses exactly five standard Case Status values: Draft, Signed, Submitted, Assigned, and Responded. They must exist in the Case Status picklist before you can select them in the Medical Inquiry support process. Avoid custom or renamed values, because case status drives the stage path and the routing of each inquiry.
A formal medical inquiry in Agentforce Life Sciences moves through a fixed five-step status ladder as it passes from the sales representative to a medical science liaison (MSL). The ladder lives in the Status field of the Case object. A Medical Inquiry support process and matching Medical Inquiry record types enforce it. Getting the statuses right matters because case status drives both the stage path and the routing of each inquiry.
How a medical inquiry is stored
Every medical inquiry is two records: a parent Case record and a child Inquiry record. The system creates both at the same time.
The Case record handles routing to MSL queues and reporting. The Inquiry record holds inquiry-specific data, such as the HCP digital signature and response channel preferences.