When managing a case there will be a number of possible outcomes that could be reached at the end of the case.

Within Case Outcome Types these conclusions are set up and can then be used when recording a case outcome. 
 

To create Case Outcome Types

• Go to the following area:
  • Latest (left-hand) menu: Case Management > Case Management Configuration > Case Outcome Types
  • Pre 2025 menu: System > Case Management Configuration > Case Outcome Types
• The screen presented will display the outcome types that have been set up

• Click Insert New Record
• Record the outcome Name and Description and click Update