Displaying optional actions conditionally

For greater flexibility of your cases, ensure that users, for example customer service representatives (CSRs), see optional tasks only when the tasks are relevant to the case that CSRs currently process. By defining conditions for displaying optional tasks, you accelerate case resolution and save time, because users work only on significant tasks.

1. In the navigation pane of Dev 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 an optional action that is a step in the Case wide actions section or the Stage-only actions section.
   If you select an action in the Case wide actions section, CSRs can process the actions at any point in the case. If you select the action in the Stage-only actions section, CSRs can process the action when a case enters a particular stage.
4. In the User action section, define the conditions for displaying the task:

   Choices	Action
   Always display the task	In the Visible list, select Always.
   Use a when rule for displaying a task	In the Visible list, select When rule. In the field that appears, press the Down arrow key, and then select a when rule that you want to use.
   Use an expression for displaying a task	In the Visible list, select Expression. In the field that appears, press the Down arrow key, and then select an expression that you want to use.
   Create an expression for displaying a task	In the Visiblelist, select Expression. Click the Build an expression icon. In the Expression builder dialog box, define a Boolean expression that evaluates property values, functions, or when conditions. For more information about building expressions, see Building expressions with the Expression Builder.

5. Click Save.