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.
A supporting process runs independently of the case life cycle, but can change the stage or status of the case. For example, a CSR who works on a hiring process can collect and check additional references from a job candidate, which brings the case closer to a 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.
- In the Case wide actions section, click Action.
- In the action menu, choose a supporting process:
- To add a new process, click Process, and then replace the default label with a new descriptive name.
- To use an existing process, click , and then click Select.
- Optional: To start the process when a user creates a case, in the Process properties panel, select the Automatically start when this case starts check box.
- Click Save.
- Add meaningful actions to new processes or supplement existing processes with more tasks by adding steps. For more information, see Adding single steps to processes.
- Define when the user sees the process by configuring visibility conditions. For more information, see Displaying supporting processes conditionally.
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