Creating FSO Case Types
If you need a new case type that can't be extended from an existing application, you can create one by extending the FSO Base Case (sn_bom_case) table.
Creating a case type involves creating roles, modules, workspaces, and other required entities. For additional information on case types, see Customer Service Case Types.
Here’s a list of questions that you may consider when evaluating whether you must create a case type in FSO. This isn’t an exhaustive list, and you should conduct further analysis based on your individual requirements and use cases.
- Should you use a service definition instead of a new case type?
- Does an application exist that you can use for your use case?
- Which base FSO case type should you extend when creating the case type?
- Does the service request have different processes across departments, business units, or products?
- Do the new processes differ from the existing process’s state model?
- Is there a noticeable attribute difference between different services that must be captured?
- Does each business unit or team interact with a different set of backend systems to resolve the case?
- Do the access requirements differ considerably from the existing use case?
- Must a particular process be improved in the long run using process optimization?
- Are there future scalability requirements?
- Change management considerations – if multiple teams are involved, does sharing intake forms and workflows increase the complexity of the change management process?
Example scenario
When implementing, for example, ACH payment disputes, you may want to create a new case type as it may impact one or more of the following:
- The process and tasks required to resolve an ACH dispute may be different from card disputes
- The attributes needed to capture the ACH disputes
- Different teams processing disputes that have differing access and training requirements