Configure case action status

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • The case action status feature enables customer service agents to easily identify cases that need attention and quickly prioritize their work.

    Before you begin

    Role required: admin

    About this task

    Visual indicators in the Action Status column on the case list highlight case status:
    • A blue indicator highlights cases that require attention, such as cases that have been updated by customers or internal users and are waiting for input or review.
    • A red indicator highlights cases that are blocked, such as cases that have open related task records or are waiting for customer feedback.

    Procedure

    1. Navigate to All > Customer Service > Administration > Guided Setup.
    2. On the Getting Started page of the guided setup, click Get Started
    3. In the Case Management category, view the list of tasks to configure the feature.
      Table 1. Case Action Status
      Task Description
      Activate Case Action Status Activate the Case Action Status plugin (com.snc.csm_action_status) plugin to enable the case action status feature.
      Configure actionable case flows Enable or disable the actionable case flows that are provided with the Case Action Status plugin.
    4. To perform a task, click Configure.

      This button opens the page in your instance where the configuration is completed.