Adding optional actions to stages
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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.
For example, if your business process is to review a job application, you can create a stage Candidate details that includes the Collect personal details, Collect education history, and Collect working experience processes. If a job candidate gives a CSR a new phone number, the CSR can update the number at any point when processing the stage.
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In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
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In the case working area, on the Workflow tab, click Optional actions.
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In the Stage-only actions section, under the stage that you want to supplement with an optional action, click Action.
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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 Select. , and then click
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In the text field, replace the default label for the action with a descriptive action name.
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Click Save.
At run time, the action appears in the header of a case when the case enters the stage.
- 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 cases
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.