Most work requests can be categorized into business processes along functional lines. For example, a utility company may loosely categorize work as being billing, metering or finance related. This configuration allows these groupings to be reflected within the Business process tab in BDEx.
Business contexts provide a different way of grouping work requests. Whereas business processes are for categorizing work down functional lines, contexts can provide a very different view of the work requests. For example, a business context could be “high bill complaint” or “late billing”, with work requests that may cause these issues assigned accordingly.