Improve business process efficiency by assigning tasks to appropriate individuals or groups of individuals. For example, you can create a task for a CSR to follow up with a customer, and then route that assignment to the CSR work queue.
In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
On the Workflow tab, click Life cycle.
In the Case life cycle section, select a task that you want to route.
In the properties panel, in the Step section, in the Route to list, identify the user or team that performs the task:
- To assign the task to the user who last updated the case, select Current user.
- To assign the task to another user in your application, select Specific user, and then configure the user parameters.
You can assign the task to a user by user name, a user by user reference, the reporting manager of the user who last updated the case, or a case participant.
- To assign the task to a team that shares a work queue, select Work queue, and then select a team.
- To automatically assign the task to a user with the appropriate availability, skill set, or workload, select Use business logic, and then click the Configure business logic icon.
For more information about configuring business-based routing, see Assigning users automatically at run time.
- Assigning users automatically at run time
Process your business cases with flexibility and efficiency by using business logic to automatically determine which individual or group of individuals receives an assignment in a case. Instead of entering specific names of users or teams, you can provide conditions that your application evaluates at run time to assign a task.
- Configuring custom routing logic for assignments
Determine which user or team receives an assignment in a case by configuring custom routing logic. By using an activity instead of business logic, you can access advanced features that support complex use cases.
- 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.
- Setting goals and deadlines for stages, processes, and steps
Ensure that customer service representatives (CSRs) complete assignments on time by assigning service-level agreements (SLAa) to stages, processes, and steps. By implementing SLAs, you enforce timely case resolution and ensure that CSRs follow the timeline that you agree on with your customers.
- 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.