Customer Service Management Workflow Studio actions
Use Workflow Studio actions as building blocks to create Customer Service Management business processes.
| Action | Description |
|---|---|
| Get Case | Retrieve a case record using the case number. If multiple records are found, only the first record is returned. |
| Create Case | Create a case using one or more attributes. This action mimics the structure of the Case table (sn_customerservice_case) and exposes all of the fields present on the Case table. |
| Create Quick Case | Create a case using the customer, description, channel, priority, and category attributes. |
| Create Task on Case | Create a case task and optionally associate it with a case. |
| Update Case | Update a case by providing the case reference and the fields that you want to update. |
| Assign Case | Assign a case using matching rules. To use this action, you must first define the matching rules that match cases with resources (assignment groups, agents). |
| Escalate Case | Request case escalation. This action does not automatically approve escalation. Approval is based on the selected escalation template. |
| Escalate Account | Request account escalation. This action does not automatically approve escalation. Approval is based on the selected escalation template. |
| Add Work Note to Task | Add a work note to a task or to task extended objects (for example, a case or case task). |
| Add Comment to Task | Add a comment to a task or to task extended objects (for example, a case or case task). |
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