To save time during case processing, ensure that users, such as customer
service representatives (CSRs), see only the actions that are relevant to a case by
defining conditions for displaying supporting processes.
For example, a CSR
might need to resolve a supporting process only when the case is blocked, to provide more
details to bring the case closer to resolution.
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In the navigation pane of Dev Studio, click Case types, and then click the case type that
you want to open.
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In the Case life cycle section, click Optional
actions.
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Click a supporting process, which is a sequence of steps in either the
Case wide actions section or the
Stage-only actions section.
If you select a process in the Case wide actions section,
CSRs can see the process at any point in the case. If you select the process in
the Stage-only actions section, CSRs can process the action
when a case enters a particular stage.
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In the Process properties panel, define the conditions for
displaying the supporting process:
| Choices |
Action |
|---|
| Always display the process |
In the Visible list, select
Always. |
| Use a when rule for displaying the process |
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In the Visible list, select
When rule.
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In the field that appears, press the Down arrow key, and
then select a when rule that you want to use.
|
| Use an expression for displaying the process |
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In the Visible list, select
Expression.
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In the field that appears, press the Down arrow key, and
then select an expression that you want to use.
|
| Create an expression for displaying the process |
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In the Visible list, select
Expression.
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Next to the list, click the Build an
expression icon.
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In the Expression builder dialog box,
define a Boolean expression that evaluates property values,
functions, or when conditions.
|
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Click Save.
Result: At run time, when a case reaches a supporting process that
meets the conditions, the user sees the process.