Within the out-of-the-box solution is a business process flow named "Phone to Case." The first step in the first stage if "Find Customer." Can someone explain what that is? I thought each step had to map to a field in the entity? Find Customer is not a field in the Case entity, so I'm confused.
I thought I had seen instructional content which said you could make steps within a workflow simply be checklist-oriented, but when I try to create one it's forcing me to associate each step with a field. So, in order to get a checklist-type field, I simply create boolean fields for the user to click.
I could use an explanation for what is possible within a Business Process Flow, using Phone to Case as an example.
Thank you!