Adding a preconfigured step to a process

You can add a step to a process that is preconfigured with functionality, such as sending an email or creating a case. By using preconfigured steps, you can design case types more efficiently.

Preconfigured steps are also known as smart shapes.

1. In the Explorer panel, click Cases, and then click the case type that you want to open.

2. On the Life cycle tab, hover over a process in a stage and click + Step.

3. In the palette that is displayed, click More.

4. Click Utilities to display a list of smart shapes.

5. Click the name of a smart shape and review the description that is displayed.

6. Click Select to add a step in the process that uses the smart shape.

7. Configure the step by entering a value in each field of the contextual property panel for the smart shape.

   For more information, see:

   • Asking a question in a case

   • Attaching information to a case

   • Attaching screen captures to a case

   • Creating a contextual case

   • Collecting digital signatures in a case

   • Pausing a process in a case

   • Finding duplicate cases

   • Moving a case to a different stage

   • Persisting a temporary case

   • Posting messages to a case

   • Running a survey in a case

   • Sending event notifications from a case

   • Sending email from a case

   • Sending push notifications from a case

   • Updating case information

8. Click Save.

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