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Configuring and working with optional actions in case types

Updated on November 22, 2021

Provide flexibility for your cases and ensure that case workers, such as customer service representatives, resolve cases that require optional and additional actions that supplement the standard path.

For example, you can complement your cases with out-of-sequence actions that do not change the flow of a process but help to provide additional information. You can also define conditions to display a task only when the task is relevant to the case.
  • Adding optional actions to cases

    Allow customer service representatives (CSRs) to perform out-of-sequence tasks that do not influence the main events in the case life cycle by supplementing your business processes with optional actions.

  • Adding optional actions to stages

    Provide customer service representatives (CSRs) with an ability to perform out-of-sequence tasks when your business process enters a specific stage by adding optional actions to stages.

  • 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.

  • Adding supporting processes to cases

    Complement your case life cycle with a supporting process to allow case workers, for example customer service representatives (CSRs), to determine when a case requires additional processing.

  • Adding supporting processes to stages

    You can provide greater flexibility to your cases and complement them with more information by adding supporting processes to stages. When you add a supporting process to a stage, additional processing can occur only while the case is in that stage.

  • Displaying supporting processes conditionally

    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.

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