Displaying supporting processes conditionally
To save time during case processing, ensure that users, such as customer service representatives (CSRs), see only the actions that are relevant to a case by defining conditions for displaying supporting processes.
For example, a CSR might need to resolve a supporting process only when the case is blocked, to provide more details to bring the case closer to resolution.-
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 life cycle section, click Optional actions.
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Click a supporting process, which is a sequence of steps in either the Case wide actions section or the Stage-only actions section.
If you select a process in the Case wide actions section, CSRs can see the process at any point in the case. If you select the process in the Stage-only actions section, CSRs can process the action when a case enters a particular stage.
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In the Process properties panel, define the conditions for displaying the supporting process:
Choices Actions Always display the process In the Visible list, select Always. Create a custom condition for displaying the process -
In the Visible list, select Custom condition.
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Next to the list, click the Configure condition icon.
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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.
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To group the conditions, select comparators from the list.
To make only one condition compulsory, from the list, select OR. - Optional:
To reuse the condition in the future, click .
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Click Submit.
Use an existing condition for displaying the process -
In the Visible list, select Existing condition.
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In the list of conditions, select a value.
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Click Save.
- Adding supporting processes to cases
Complement your case life cycle with a supporting process to allow case workers, for example customer service representatives (CSRs), to determine when a case requires additional processing.
- Adding supporting processes to stages
You can provide greater flexibility to your cases and complement them with more information by adding supporting processes to stages. When you add a supporting process to a stage, additional processing can occur only while the case is in that stage.