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.

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 life cycle section, click Optional actions.

3. Click an optional action that is a step in the Case wide actions section or the Stage-only actions section.

   If you select an action in the Case wide actions section, CSRs can process the actions at any point in the case. If you select the action in the Stage-only actions section, CSRs can process the action when a case enters a particular stage.

4. In the User action section, define the conditions for displaying the task:

   Choices	Actions
   Always display the task	In the Visible list, select Always.
   Create a custom condition for displaying the task	In the Visible list, select Custom condition. Next to the list, click the Configure condition icon. In the Configure condition window, select a condition, a comparator, and a value to compare with the condition. Case status is equal to New Optional: To define more conditions, click the Add row icon, and then repeat substep 4.c. Optional: To group the conditions, select comparators from the list. To make only one condition compulsory, in the list of comparators, select OR. Optional: To reuse the condition for other steps in the future, click Actions Add to when conditions library . Click Submit.
   Use an existing condition for displaying the task	In the Visible list, select Existing condition. In the list of conditions, select a value.

5. Click Save.

• Pausing and resuming processes in cases

  For greater flexibility and improved case resolution, pause and resume processes when a case meets conditions that you define. When you create dependencies between your cases, the ability to pause processes can facilitate the resolution of complex cases that require other processes to end.