User actions

A user action is a task or workflow that you can complete while processing a case. By choosing which actions are relevant to your case, you can resolve cases more quickly.

For example, a customer can give you a new phone number while you are processing the Financial History assignment in an Auto Loan case. You can complete the Update Contact Info user action to update the phone number without moving the Auto Loan case to a different step or stage.

Types of user actions

You can create the following types of user actions:

• Local - Displays a form with fields to the user but does not move the case closer to resolution.

  This type of action requires a flow action that you can associate with a case type or stage.

• Connector - Displays a form with fields and moves the case to the next step in the life cycle when the user submits the form.

  This type of action requires a flow action that you can associate with a connector in a flow or a step that collects information in the life cycle of a case.

• Supporting process - A process that runs independently of the case life cycle but can move the case closer to resolution by changing the stage or status of the case.

  This type of action requires a flow that you can associate with a case type or stage.