Answer
A case receives a limited set of understandable states, a responsible person or team and a rule for the next step. Statuses must not be merely decorative labels. For important transitions, the system checks whether the required data is present, who may decide and which follow-up action is triggered.
Deputies and handover are part of this too. A case must not become invisible just because the responsible person is absent. Overviews show due, blocked and unresolved cases. At the same time, the system should not burden every small matter with mandatory fields and approvals. The right level comes from risk and the reality of the work: a non-binding sales note needs less control than the approval of a binding quote.
As of 3 September 2026
Further reading
Related topic: Workspace: customers and orders