Add a case type to the Case interceptor

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • In the Core UI, the Case interceptor lists the types of customer service cases that an agent can create. If you create a case type and you want that case type to appear in the Case interceptor, you need to add it to the Case interceptor configuration.

    Before you begin

    Role required: sn_csm_case_types.service_definition_admin or admin

    About this task

    When an agent creates a case, they can select the case type from the Case interceptor.

    Procedure

    1. Navigate to All > System Definition > Interceptors.
    2. Select the Case interceptor from the Interceptors list.
    3. In the Answers related list, select New.
    4. Select Simple questions to redirect the URL.
    5. Fill in the fields on the Answer form.
      Table 1. Answer form fields and descriptions
      Field Description
      Name Enter a unique name for the case type. For example, Complaint.
      User Prompt The description that the agent sees in the interceptor when they create a case.
      Target URL The target URL of the form view that should open for the selected case type.
      Order The order in which the case type appears in the interceptor.
    6. Select Submit.