Sending push notifications about case events
To improve the resolution of cases, ensure that mobile users of your application receive information about meaningful events in business processes, by enabling push notifications.
You can notify users about new assignments in their worklists, and then ensure that the users resolve their tasks on time by sending goal and deadline notifications.- To use push notifications, install your mobile app on a device, and then enable push notifications in the app. For more information, see Configuring a mobile app, Engaging mobile users with push notifications, and Configuring a mobile notification channel.
- To send push notifications about service-level agreements that mobile users miss, configure escalation actions for assignments. For more information, see Defining an escalation action for a stage and a process.
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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, click the Settings tab.
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In the settings navigation panel, click Notifications.
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In the Push notifications (only for mobile app) section, enable notifications about elapsed goals and deadlines by selecting the Enable push for goal and deadline notifications check box.
When you set at least one escalation action to notify the assignee or the manager, and then the service-level agreement for an assignment expires, the system sends push notifications to users whose devices are logged on. -
Enable notifications about new assignments by selecting the Notify user when assignment is routed to worklist check box.
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Click Save.
- Assigning tasks to users
Improve business process efficiency by assigning tasks to appropriate individuals or groups of individuals. For example, you can create a task for a
- Assigning users automatically at run time
Process your business cases with flexibility and efficiency by using business logic to automatically determine which individual or group of individuals receives an assignment in a case. Instead of entering specific names of users or teams, you can provide conditions that your application evaluates at run time to assign a task.
- Completing work on time
Enforce the service-level agreements (SLAs) that you make with customers and stakeholders by creating goals and deadlines for case workers. By implementing SLAs, you make a commitment to your customers and agree on a timeline for delivery of your projects.