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Displaying supporting processes conditionally

Suggest edit Updated on November 26, 2021

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.
  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 Case life cycle section, click Optional actions.
  3. 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.
  4. In the Process properties panel, define the conditions for displaying the supporting process:
    ChoicesActions
    Always display the processIn the Visible list, select Always.
    Create a custom condition for displaying the process
    1. In the Visible list, select Custom condition.
    2. Next to the list, click the Configure condition icon.
    3. In the Configure condition window, select a condition, a comparator, and a value to compare with the condition.For example: Case status is equal to New
    4. Optional: To define more conditions, click the Add row icon, and then repeat substep 4.c.
    5. Optional: To group the conditions, select comparators from the list.For example: To make only one condition compulsory, from the list, select OR.
    6. Optional: To reuse the condition in the future, click ActionsAdd to when conditions library.
    7. Click Submit.
    Use an existing condition for displaying the process
    1. In the Visible list, select Existing condition.
    2. In the list of conditions, select a value.
  5. Click Save.
Result: At run time, when a case reaches a supporting process that meets the conditions, the user sees the process.
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