Create case workflows

Instructions

  1. In Collections, select Settings. 

  2. Select Cases workflows from the left menu.

  3. Select Create new workflow.

  4. Name the workflow.

  5. Name the first step in your workflow.

  6. Select the triggers that initiate the workflow (e.g., returned product, damage)

  7. Select Save.

Create steps and actions

You've created a workflow: now it's time to build out the steps it contains, and the actions associated with each step.

  1. Select Add new step.

    You can also select the dotted outline in the workflow diagram.

  2. Name the step and then select Save.

  3. Select the first step you created and then select Add new action.

  4. Name the action.

  5. Use the Transition to step dropdown to select the next step in the sequence.

  6. (Optional) Select Execute automatically to automate step advancement.

    1. Enter the number of days that must elapse before the step is executed.

  7. Select Add to set the condition that triggers the action: case is open or case is not open.

  8. Under Action rules, select Add.

  9. Select the type of action.

  10. Enter the additional information required of each action type:

Send email

  1. Select an email template

  2. Choose the recipients of the case

    • Delegates

    • Followers

    • Requesters

    • Assignee

    • Owner

  3. Specify other case recipients
Send a mail to the representatives of the case Select an email template
Wait for delegate Pause the workflow until an assigned delegate takes action
Wait for requester Pause the workflow until the requester takes action
Close the case

  1. Select a resolution status: valid or invalid.

  2. Select a resolution type.
Open case Change the case status to 'Open'
Set followers Select users to add as followers
Set delegates Select users to add as delegates.
Set assignee Select a user to assign.
Set reason Select a reason from the available DCS reasons.

  1. Select Save.

What to do next

Continue building out your workflow. Add as many steps to the process as you need, creating the logic that moves one step to the next. Remember that you can add multiple actions to a step. For advice, see our dispute workflow best practices.