- 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.