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.
-
In the navigation pane of App Studio, click
Case types, and then click the case type that you want to
open.
-
In the Case life cycle section, click Optional
actions.
-
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.
-
In the User action section, define the conditions for
displaying the task:
Choices |
Actions |
Always display the task |
In the Visible list, select
Always. |
Create a custom
condition
for displaying the task |
-
In the Visible list, select
Custom condition.
-
Next to the list,
click
the Configure condition icon.
-
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
- Optional:
To define more conditions, click the Add
row icon, and then repeat substep 4.c.
- Optional:
To group the conditions, select comparators from the
list.
For example: To make only one condition compulsory, in the list of
comparators, select OR.
- Optional:
To reuse the condition for other
steps
in the future, click .
-
Click Submit.
|
Use an existing
condition
for displaying the task |
-
In the Visible list, select
Existing condition.
-
In the list of conditions, select a value.
|
-
Click Save.
Result: At run time, when a case reaches an optional action that
meets the conditions,
the
user sees the task. If the action does not meet the conditions, the case skips the
task.