Use the case action status feature to indicate the status of cases in the Case list. With this feature, customer service agents can easily identify cases that need attention and quickly prioritize their work.

Visual indicators in the Action Status column on the Case list highlight case status:

• A blue indicator highlights cases that need attention, such as cases that have been updated by customers or internal users and are waiting for input or review. In CSM Agent Workspace, cases that need attention also use a blue field highlight.
• A red indicator highlights cases that are blocked, such as cases that have open related task records or are waiting for customer feedback. In CSM Agent Workspace, cases that are blocked also use a red field highlight. Blocked cases can have the following status:
  • Blocked internally
  • Blocked by customer
  • Blocked internally and by customer

In addition to the colored indicators, the Action Status column also displays a brief status message.

The case action status feature uses actionable case flows to automatically determine the action status for customer service cases. These flows create and resolve blocking tasks for different case-related actions and update the action status indicators. Certain agent actions trigger these case flows, which in turn create and resolve the blocking tasks.

Customer service agents and managers can also manually set the action status for cases by enabling the Needs Attention field on the Case form.