Configuring customer service case types

The first step in creating a case type is to create a table for the case type that extends the Case table (sn_customerservice_case). Note: This table should be created in a scope other than global.

You can create a table for the case type using one of these methods:

• Guided Application Creator
• Platform table creation feature (navigate to System Definition > Table and click New) The extended table for the case type inherits most of the functionality of the Case table.

Declarative actions include the buttons, links, and context menu items that appear on lists and forms. A case type inherits the declarative actions from the Case table. You have the following options when setting up declarative actions for a case type:

• Create new declarative actions for the case type. If you create a new declarative action, select the Case Type table in the Table field on the declarative action form.
• Use any of the inherited case declarative actions.
• Use a combination of the two. You can also block any inherited case declarative actions that you do not want. To block an action, update the CSUIActionsimpl script include.

Register a newly created case type by creating a case type definition record. This record is stored in the Case Type table (sn_case_type) and includes the following information:- The name of the case type - The table created for the case type - An optional category - An optional subtype - A short description - A field for setting the case type to active The Case Type table extends the Application File table (sys_metadata). This table includes a Domain column that customers can use to add their own logic. To create a case type definition record, navigate to Customer Service > Manage Case Types and click New.

After creating and saving the case type definition record, you can configure the following process information for the case type using the related lists on the Case Type form:

• State flows
• Special handling notes
• SLAs
• Email templates
• Quick messages
• Reports For more information, see Manage customer service case types.

Note: These related lists only display information for the new case type. They do not include information for the base case.

When creating a case of a specific type, an agent clicks Create Case and then selects from a list of available case types. The system presents the case types that have been configured for the agent's role. To set up case type selection conditions, use Flow Designer to configure the Get Case Types flow and modify the conditions that determine visibility for a case type.

There are two different implementations of the Create Case declarative action:

• The Customer Service plugin provides a Create Case declarative action that agents can use as follows:
• To create a base case.
• To create a case for one specific case type. For example, if your organization always creates the same type of case and you have created only one extension of the Case table, you can modify this declarative action to create a case of that specific case type.
• The Customer Service Case Types plugin also provides a Create Case declarative action that agents can use to create a case based on a selected case type. After clicking this declarative action to create a case, the agent selects the desired case type from a list of multiple available case types. Note: It is recommended that you configure one of the Create Case declarative actions but not both to avoid confusion.

The case digest feature enables agents to proactively communicate with customers and internal stakeholders about cases. While a case is in progress, agents can send periodic case summaries that describe actions taken, next steps, and other case-related information. When the work on a case has been completed, agents can create a post case review that includes information such as the root cause, mitigation plan, and preventive actions.Note: Using case types with the case digest feature requires the Customer Service Case Types plugin (com.snc.csm_case_types) and the Case Digests plugin (com.sn_csm_case_digest).

Cases that are created from a selected case type can use Case Action Summaries and Post Case Reviews. To create the mapping that identifies the case type fields that are copied to Post Case Review and Case Action Summary records:

• Create a configuration for the desired case type. Navigate to Case Digests > Configuration and click New.
• Create new records in the CSM Table Map table (csm_table_map) to map the Send Case Action Summary and Create Post Case Review declarative actions. The Case Digests related list on the Case Type form shows the case action summaries and post case review configurations for a case type.