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Creatio- Business Processes, Cases and Workflow

A business process – is a set of interrelated or interacting activities that use inputs to deliver an intended result. (transform inputs into outputs). It is a collection of different activities which use one or more types of resources and as result of which a product is created that have value to the consumer. It is a certain set of steps leading to a goalThere are two types of business processing in Creatio.  

Business Process Management

A business process (BP) is used to implement the vision of management objectives following a specific path for the entire organization.  It identifies how the company will operate, a guidance system, to ensure better quality data and completeness of data.  A business process is also used to automate manual tasks and thus relieves the work load on employees.

Examples are:

  • Lead qualification
  • Loan processing
  • Product deliveries
  • Re-signing a contract at the end of its term

Business Process Model and Notation (BPMN) is a graphical notation that depicts the steps in a business process.  BPMN depicts end to end flow of a business process.  The notation has been specifically designed to coordinate the sequence of processes and the messages that flow between different process participants in a related set of activities.

Visit the Udemy - Business Process course for helpful overview of BPMN.....

Process example in BPMN:

Process example in BPMN


Creatio BPMN - Send reminders for overdue activities

BPMN-set reminders of overdue activities


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Dynamic Case Management

The second type of business processing is called DCM for dynamic case management.  DCM is used when you don't have a defined process where one step is completed before the next step. Cases are used if the user has choices in what actions to perform - like adding toppings to a pizza. DCM is popular in smaller companies that don't have a need for complex business process management. 

A case is the work that drives business value, offering a meaningful benefit to customers, partners and stakeholders. A case is a set of tasks that ultimately leads to a specific business result.  A task is the requirement that ought to be performed within a defined period of time.  A case is not a task. Examples:

  • Corporate Sales Process
  • Submitting reimbursement claim to an insurance company
  • Restaurant order processing
  • Launch of a new product
  • Candidate selection

What is DCM?

Dynamic Case Management (DCM) is a software-based approach of managing, improving, and automating operations.

Cases are non-linear activities - they don't correspond to a set order and they don't have to be performed.

DCM does not fully specify how the work has to be done. It provides users with the tools to quickly make effective decisions and select the best set of activities to solve a case and achieve the most successful outcomes.

DCM is about achieving the business goals and delivering unique customer experience.

Example:  Cancelling a suspicious transaction from a trusted customer.

Creatio DCM Corporate Sales process

DCM - Corporate Sales process

What is a DCM system?

A DCM system is a system that helps users to work on cases.  The system must be agile and have certain characteristics:

  • Quick access to information required for effective decision making
  • Capabilities to automate core processes within the case
  • Tools to analyze cases and drill down into case performance details
  • Ability to quickly change case parameters (business rules)
  • Ability to define new case flows based on results of previous cases
  • Agile system


DCM - dynamic case management is found in 3 sections of Creatio:  Sales->Leads,  Sales->Opportunities and Service->cases.  For example, a sales process may have multiple stages and various steps in each stage. The CRM user many not need to follow each business process step and stage sequentially - thus dynamic case management.

Visit the Udemy - Dynamic Case Management course for helpful overview of BPMN.....

Creatio Business process setup guide PDF

What works Better and When?

What works better - business processes or cases

Components of BPMN in Creatio

Creatio uses the global standard of BPMN 2.0 (business process management notation) that uses color code image to represent elements such as tasks, sub-processes, gateways and events

Events used in Creatio:

  • Start events activate processes and event subprocesses. With the onset of the initial event, the process begins its execution and receives signals from other processes.
  • Intermediate "catching" events act similarly to start events, but do not initiate the process. When an incoming flow is activated, the intermediate process event waits for the corresponding "throwing" event to occur and once that happens, the outgoing flow is activated.
  • Intermediate "throwing" events once triggered, create messages or signals that activate the corresponding processing events.
  • End event should be the last element in the diagram of any process. Upon occurrence, this event terminates the current instance of the process, regardless of whether any other process branches are still running. The bold circle icon represents a end event.

Start events:

Start - simple start event icon  Simple start event

Start - message start event icon  Message start event

Start - signal start event icon - most common Signal start event

Start - start timer event icon Start timer event

Two Creatio process examples.  One with Simple start and the second with a Single start

Start event processes 2 examples


User Actions System Actions Start, intermediate & End Events
Process libary-elements-user actions.png Process libary-elements-system-actions.png Process library-elements-events.png


The built-in System Designer is used to manage business processes and monitor their processing.  Creatio stores all the processes in a Process library

Process library list.png

A process can be opened and modified or copied then modified - which is helpful when changing out-of-the-box processes,  Actions for a process are shown below and in particular,  each process can be activated or deactivated.   

 Creatio business process library

A process starts with something like a Signal:  a new record is added or a field is changed in some data

Depending on the specific element used in the process workflow there are different properties that are used to configured what and how  the action or event is used. The following example is a task configuration form to create a phone call follow up activity


Perform task properties.png


Process Log - Monitoring and Analyticsprocess-monitoring-and-analytics.jpg



Marketing Creatio out-of-the-box processes:



Lead nurturing campaign workflow



Lead distribution workflow



Attract new audience trigger campaign workflow

intuitive-campaign-designer_new audience trigger campaign.png


Sales Creatio out-of-the-box processes:



Contracting workflow

Visual process designer-contracting.png


Sales initiation process (new opportunity)

Sales initiation process.png


Sales process workflow

Out of the box sales process.png


Dynamic case management for Opportunity stages

DCM opporuntity sales process.png


Orders Approval process flow

Order-approval process.jpg



Service Creatio out-of-the-box processes:



Case registration from incoming phone call



Creating and processing tasks for case diagnostic and resolution

Creating and processing task for case diagnostic and resolution.png


 Incident Management work flowout-of-the-box-process-for-incident-management.png

Dynamic case management for stages of a Service case

case management dcm.png



Process log monitoring and analytics for Service related processes



Resources: Creatio process and case management

  • Business processes in Creatio – A quick overview on business processes in Creatio with useful links on how to create, run, monitor and manage the business processes.



Check Creatio marketplace for free business process templates illustrating different aspects of Creatio business process. These are examples of processes covered in the Process Designer guide.

Examples of Marketplace business process templates:


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