The article is really good for the single case point of view. However, it doesn`t talk anything about the resolved case which is having a parent case, having this info would be better.
Actual work that is performed by application users and automations that consists of a sequence of tasks and leads to an intended business goal.
An example of a case is a process of hiring a particular job candidate, where an HR worker collects necessary documents, a hiring manager conducts a job interview, and an application sends an automated email with onboarding information after the candidate is approved.
To create a case, you first build a template of your business process that is a case type, and then apply the template in multiple cases, for example, to review applications from many candidates.