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Empowering knowledge workers

Updated on November 22, 2021

For dynamic case management, modify your Microjourney to meet the unique needs of your customers by providing users of your application with tools that they can use in specific situations. When you empower knowledge workers with functionalities that they need to dynamically respond to changing situations, you ensure that they can perform relevant actions in every case.

By enriching your case types with optional actions and supporting processes, you ensure that the knowledge workers who use your application, for example customer service representatives (CSRs), have enough data and the right tools to quickly and efficiently process their cases. As a result, you help your customers meet their goals and achieve success, even if the regular path of their case requires additional actions under certain circumstances. Save time and improve the efficiency by displaying supporting and optional tasks only when these actions are relevant.

  • Responding to business exceptions in a flow

    You can use a ticket in a flow to respond to business exceptions, errors, or events that you define. By moving a case to a specific point in a flow, you can ensure that additional processing occurs so that the case is not left in an incomplete state.

  • Configuring and working with optional actions in case types

    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.

  • Creating ad hoc cases

    You can handle business exceptions or track related tasks in the case that you currently process by creating an ad hoc case. With an ad hoc case, you can resolve exceptional processes without modifying the existing case structure, because ad hoc cases are not instances of a case type.

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