Provide customer service representatives (CSRs) with an ability to perform out-of-sequence tasks when your business process enters a specific stage by adding optional actions to stages.
For example, if your business process is to review a job application, you can create a stage Candidate details that includes the Collect personal details, Collect education history, and Collect working experience processes. If a job candidate gives a CSR a new phone number, the CSR can update the number at any point when processing the stage.
In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
In the case working area, on the Workflow tab, click Optional actions.
In the Stage-only actions section, under the stage that you want to supplement with an optional action, click Action.
In the Action menu, select the type of action that you want to add:
- To add a task, click Collect information.
- To add a process, click Process, and then add steps by clicking Step.
For more information about configuring steps, see Adding a step to a process.
- To add a multistep form, click Multistep form, and then add steps by clicking Form step.
- To add a user action, click Select. , and then click
In the text field, replace the default label for the action with a descriptive action name.
At run time, the action appears in the header of a case when the case enters the stage.
- Defining the case life cycle
Track and resolve your cases in a convenient and facilitated way by defining the case life cycle that represents a business model. You can define the life cycle as smaller modules that match the elements of your business process.
- Adding optional actions to cases
Allow customer service representatives (CSRs) to perform out-of-sequence tasks that do not influence the main events in the case life cycle by supplementing your business processes with optional actions.