Adding case types and work pools
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.
- Add the ChatWithAgent case type from your Customer Service
implementation application by performing the following steps:
- Click the Cases & data tab.
- 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
- Click Save.
- 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:
- Open the access group of your self-service application, and then click the Advanced tab.
- Replace the existing work pools with the work pool values of your Customer Service application access group.
- Click Save.
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