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Adding case types and work pools

Updated on July 14, 2020

Create a self-service application with required access groups, case types, and work pools to build a consolidated platform for creating and configuring multiple self-service channels, such as Web Chatbot and Unified Messaging in a single application.

Before you begin: Copy the implementation class and work pool values from the implementation layer of your Customer Service implementation application and paste them in the corresponding fields in your self-service application.
  1. Add the ChatWithAgent case type from your Customer Service implementation application by performing the following steps:
    1. Click the Cases & data tab.
    2. In the Case types section, update the Name, Work ID, and Implementation class columns with the ChatWithAgent case type values that you copied from your Customer Service application
    3. Click Save.
  2. Add the same work pools that are in your Customer Service implementation application, for example, Work, -Work-Interaction, and -Work-QualityReview by performing the following steps:
    1. Open the access group of your self-service application, and then click the Advanced tab.
    2. Replace the existing work pools with the work pool values of your Customer Service application access group.
    3. Click Save.

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