I have been working on a requirement that states that a user should be able to receive a case, and then assign it to multiple teams for review. I am considering tasks vs. generating parent child relationships. As an added requirement the customer wants to be able to track metrics around the time for the individual teams take to resolve the case (or task.) My questions are:
- How can a Workflow be used to create a child case related to a parent case?
- Can a roll-up query provide a field on the parent case showing the status of all child cases? ( ex. 2 of 5 resolved)
- If I chose to use a task relationship, what's a good way to provide the same metrics.
- What's a good way to use business process's and their new feature to track the times, can this be done if child cases or child tasks are created?
I know its a lot, just want to determine what the normal best practice you may do in your work.
Thanks,
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