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Configuring case processing options

For a case type created from a case type template, configure the settings that enable and disable the built-in features. Only the Use new confirm screen setting is available if a case type was not created from a case type template.

When you use a switch to enable or disable a feature, you do not need to manually make any changes to the case type workflow, such as removing a step. When a step is controlled by a switch, the step remains part of the workflow model, regardless of whether the feature is enabled or disabled.
  1. In the navigation pane of App Studio, click Case types.

  2. Click the service request type that you want to open.

  3. In the Settings tab, click Case processing options.

  4. Enable or disable the following features by selecting or clearing the Enable check box.

    Feature Description
    Allow duplicate search If enabled, the application checks for potential duplicate cases at the start of the Intake stage. If a duplicate case is found, the CSR can select the existing case to process, and delete the new case.
    Bypass eligibility If enabled, when a case fails the Eligibility stage and proceeds to the Not eligible alternative stage, the CSR has the option to move the case to the Intake stage, even though it did not pass the eligibility check.
    Compose and send messages If enabled, the Other actions menu for this case type will include the Compose and Send message actions
    Review intake If enabled, the CSR is presented with a review page at the end of the Intake stage. From the review page, the CSR can go back to an intake page and modify data. In addition, the Other actions menu will include a Process Review command.
    Run eligibility process If enabled, the application runs the Eligibility stage to determine whether the customer is eligible to proceed with the case. If disabled, the application skips the Eligibility stage.
    Send intake notification If enabled, the application sends a notification about the intake at the end of the Intake stage. The notification recipients are the work parties identified for this case type, including the customer.
    Send resolve notification If enabled, the application sends a notification confirming the completion of the case at the end of the Resolve stage. The notification recipients are the customer and the work parties identified for this case type, including the customer.
    Show Approval rejection stage If enabled, the Change stage command, on the Other actions menu, will include the Approval rejection stage. If disabled, that stage will not be visible for selection.
    Straight through process If enabled, the application processes the case without manual intervention during the Process request stage. The application skips the Process request step and proceeds to the Post request processing step.
    Transfer work If enabled, a CSR can transfer this case and the work associated with it. The Other actions menu will include a Process Transfer command.
    Use new confirm screen If enabled, the application uses the newest confirmation page at the end of the Resolve stage, to confirm that the case is complete. If you require the legacy version of the confirmation page because you have previously customized it to meet your needs, disable this setting.
  5. In the Customer verification section, select a verification option:

    Choices Actions
    No verification This is the default setting. No customer verification is required for this interaction case type or service case type.
    Same category for all customers The same customer verification questions are asked for this interaction case type or service case type in all contexts.

    In the Questions category list, select one category of customer verification questions to ask.

    Category is dependent on business condition Different customer verification questions are asked for this interaction case type or service case type, depending on the context.

    Proceed to the next step.

  6. If you selected Category is dependent on business condition, define each possible question category and condition.

    Define the categories in sequence by priority; the first matching condition determines which questions the customer service representative (CSR) asks. The following figure shows a healthcare case type configured to ask different questions based on the customer type, for example, member:

    Verification questions vary based on business conditions
    Case type configured to show different verification questions based on first matching business condition
    1. Click Add category.

    2. In the Question category list, select a question category.

    3. In the Trigger when list, select when this question category is a match:

      • Any of the following conditions are met - Call this question category when any of the specified conditions match.
      • All of the following conditions are met - Call this question category when all of the specified conditions match.
    4. Click Add condition.

    5. From Business conditions list, select a business condition, for example, Account is overdue.

    6. From the Operator list, select is true or is false, to determine when the condition is a match.

    7. Click Submit.

  7. Click Save.

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