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.
- Preparing for collaboration with users by using Pulse
Improve collaboration and conversation among users within a specific context, such as a case, by adding the Pulse collaboration gadget to your application. By sharing information in Pulse, users can work together to resolve their work more quickly.