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Posting messages to a case


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Inform case workers about updates to a case and provide a visible discussion thread for stakeholders by posting Pulse messages to a case. By posting messages, you provide additional relevant information that enriches case processing and helps you move your cases faster towards resolution.

For example, when reviewing a job candidate, you can post a message that informs other involved stakeholders about the result of the recruitment process.
  1. Add the Post to Pulse shape to the life cycle of your case:

    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 process where you want to post Pulse messages, click Step More Automations Post to Pulse .

    3. Click Select.

    4. Optional:

      To provide a unique name for the step, in the Post to Pulse field, enter a value.

      Enter Inform about results.
  2. In the Step properties pane, identify the user who is responsible for the post:

    • To create a post for the user who currently processes the case, in the User posting list, select Current operator.
    • To create a post for another user, in the User posting list, select Other, and then select the ID of the user to post the message.
  3. In the Message field, enter the text for the post.

    Enter The candidate has been approved for the position.
  4. Optional:

    To provide more information for auditing purposes, in the Audit note field, enter additional text.

    Enter The recruitment process is completed.
  5. Click Save.

The following figure shows a message in the Pulse section for a case related to reviewing a job candidate:
Pulse message in a case
A sample Pulse message that informs about an approved job candidate in a case
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