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Adding optional actions to cases

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Allow customer service representatives (CSRs) to perform out-of-sequence tasks that do not influence the main events in the case life cycle by supplementing your business processes with optional actions.

For example, a customer can give a CSR a new phone number when the CSR processes the Financial History assignment in an Auto Loan case. The CSR can complete the Update Contact Info task to update the phone number without moving the Auto Loan case to a different step or stage.
  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.

  2. In the case working area, on the Workflow tab, click Optional actions.

  3. In the Case wide actions section, click Action.

  4. In the Action menu, select the type of action that you want to add:

    • To add a task, click Collect information.
    • To add a process, click Process, and then add steps by clicking Step.

      For more information about configuring steps, see Adding a step to a process.

    • To add a multistep form, click Multistep form, and then add steps by clicking Form step.
    • To add a user action, click More User actions action name , and then click Select.
  5. In the text field, replace the default label for the action with a descriptive action name.

  6. Click Save.

At run time, optional tasks appear in the header of a case.

  • Defining the case life cycle

    Track and resolve your cases in a convenient and facilitated way by defining the case life cycle that represents a business model. You can define the life cycle as smaller modules that match the elements of your business process.

  • Adding optional actions to stages

    Provide customer service representatives (CSRs) with an ability to perform out-of-sequence tasks when your business process enters a specific stage by adding optional actions to stages.

  • Displaying optional actions conditionally

    For greater flexibility of your cases, ensure that users, for example customer service representatives (CSRs), see optional tasks only when the tasks are relevant to the case that CSRs currently process. By defining conditions for displaying optional tasks, you accelerate case resolution and save time, because users work only on significant tasks.


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