Understanding Case Types

You can set up various case types, depending on how the organization receives cases. The types of cases might include:

• Facsimile

• Live telephone call

• Returned phone call

• Email

Set up generic case types to apply to all provider groups. You can then define specific case types for each provider group, as needed.

If you do not set up specific case types for a provider group, the values associated with the generic version of the case type are associated by default with the provider group.

You use the same form to set up generic and provider group-specific case types; however, the navigation to the form is different.