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Displaying optional actions conditionally

Updated on May 11, 2022

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.

Additionally, you can make optional actions available after the case is resolved. For example, you can help a user correct a typing mistake in an already resolved request.
Before you begin: Add an optional action to your case life cycle. For more information, see Adding optional actions to cases and Adding optional actions to stages.
  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
  2. In the Case life cycle section, click Optional actions.
  3. Click an optional action that is a step in the Case wide actions section or the Stage-only actions section.
    If you select an action in the Case wide actions section, CSRs can process the actions at any point in the case. If you select the action in the Stage-only actions section, CSRs can process the action when a case enters a particular stage.
  4. In the User action section, define the conditions for displaying the task:
    Always display the taskIn the Visible list, select Always.
    Create a custom condition for displaying the task
    1. In the Visible list, select Custom condition.
    2. Next to the list, click the Configure condition icon.
    3. 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
    4. Optional: To define more conditions, click the Add row icon, and then repeat substep 4.c.
    5. Optional: To group the conditions, select comparators from the list.
      For example: To make only one condition compulsory, in the list of comparators, select OR.
    6. Optional: To reuse the condition for other steps in the future, click ActionsAdd to when conditions library.
    7. Click Submit.
    Use an existing condition for displaying the task
    1. In the Visible list, select Existing condition.
    2. In the list of conditions, select a value.
  5. Optional: To make the action available for resolved cases as well, select the Allow when case is resolved checkbox.
    Note: You can make the action visible exclusively for resolved cases by adding a condition, such as Is resolved.
  6. Click Save.
Result: At run time, when a case reaches an optional action that meets the conditions, the user sees the task. If the action does not meet the conditions, the case skips the task.

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