Posting messages to a case

You can use the Post to Pulse shape to add messages to the social activity stream of a case. By posting information as it becomes available, you can inform case workers and provide a visible discussion thread for stakeholders.

  1. Add the Post to Pulse shape to the life cycle of your case.
    1. In the navigation panel of Dev Studio, click Case types, and then click the case type that you want to open.
    2. On the Workflow tab, click Life cycle.
    3. Hover over a process in a stage, and then click + Step > More > Automations > Post to Pulse.
      Tip: For advanced processes, click Configure process to add the shape to the flow canvas.
    4. Click Select.
  2. Identify the user who is responsible for the post.
    • To create a post for the user who is currently processing the case, in the User posting list, select Current operator.

    • To create a post for another user:

      1. In the User posting list, select Other.

      2. In the field that is displayed, press the Down Arrow key and select a user ID.

  3. In the Message field, enter the text for the post.
  4. Click Save.

At run time, a post is added to Pulse that other users can view or respond to.