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Workflow enables you to add an action to a workflow in these ways:
Click the Case Tools icon from a case details page, then select the Add New Action icon.
Setup > Processes > Workflows, then click on the Edit button near the desired workflow, and:
Place your mouse in the matrix cell where the row matches the starting status for your new action, and the column matches the end status of your action.
Click the icon to add a new action, or if there are actions in this cell, click the Add more actions link.
The Action Properties workspace displays the start and end status for the action. You can use the default action settings, or you can apply custom settings to these parameters: