Multiple business processes and record types for health case lifecycles
Key Takeaway
You can't set case Status values directly on a record type, so give each health case lifecycle its own support process and assign that process to its own Case record type.
A business process controls which values users can pick in a lifecycle field, such as the Status field on Case. The business process for case Status is called a support process. In Agentforce Health, you pair support processes with Case record types so each health case type, such as a PreAuthorization request or a concurrent review, moves through its own set of stages. One Case object can then carry several distinct lifecycles side by side.
Four kinds of business process
Multiple business processes let you track separate lifecycles and show different picklist values based on each user's profile. There are four kinds. Each kind is tied to one field.
| Business process | Field |
|---|---|
| Sales process | Opportunity Stage |
| Lead process | Lead Status |
| Support process | case Status |
| Solution process | Solution Status |
For health case lifecycles, the support process is the one to design. A support process decides which values appear in a case record's Status field, depending on the case record type.