0
3.0.1
Zurich
The Customer Service Case Types application enables customers to manage complex case processes by defining new case types. A case type represents an individual business process and is a collection of diverse inputs and tasks that an agent performs to resolve customer requests.
- Dedicated data models for all Customer Service Case Types (sn_case_type) related entities
- sn_case_type (Case Type)
- sn_case_type_selection (Service Definition)
- sn_csm_case_types_catalog_service_rel (Catalog Service Relationship)
- sn_csm_case_types_product_service_rel (Product Service Relationship)
- sn_csm_case_types_service_category (Service Definition Category)
- sn_csm_case_types_service_category_rel (Service Definition Category Relationship)
- sn_csm_case_types_service_customer_criteria (Service Definition Customer Criteria)
- sn_csm_case_types_service_to_service_rel (Service to Service Relationship)
- sn_csm_case_types_service_user_criteria (Service Definition User Criteria)
- Roles and ACLs for the above entities.
- Agent workspace experience of Case Type Selector.
- Support for customer criteria
Please view Key Features section for Release notes.
- Required plugins and products
- Customer Service
- Store app dependency
- Service Request Criteria (sn_req_criteria)