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.
-
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 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.
-
In the Process properties panel, define the conditions for
displaying the supporting
process:
Choices |
Actions |
Always display the process |
In the Visible list, select
Always. |
Create a custom condition for displaying the process |
-
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, from the list,
select OR.
- Optional:
To reuse the condition in the future, click .
-
Click Submit.
|
Use an existing condition for displaying the process |
-
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 a supporting process that
meets the conditions,
the
user sees the process.