This article explains how to configure a case type to guide agents through a structured series of tasks.
Each task is built on a Workflow you create in the Admin Center and is designed to help agents collect and organize customer information efficiently. Once your Workflows are ready, you can combine them into a case that reflects your business process from start to finish. For help creating Workflows, see Create a Workflow for a case task.
Configuring a case type
To configure a case type:
In the Admin Center, click Cases.
The Cases page opens.Click + Case type.
.png)
Name your new case and click Done.
.png)
The new case opens.
Type a title and description (optional) for your first task.
Click Select Workflow.
.png)
The Select Workflow window appears.Navigate to and select the Workflow you’d like to associate and click Select.
.png)
If required, create a condition for enabling this task. See below.
Click Create new task to add another task to the case.
Add as many tasks as required for this case type.
Click Publish.
The case becomes available to case agents, but must be associated with a team before they can access it in Case Manager.
Create a condition for enabling a task
When configuring a case, you can control when specific tasks become available to agents by setting a condition that depends on information collected earlier in the case.
The task condition uses a value from a one task to determine whether another task should be enabled. This ensures agents only see tasks that are relevant to the case, streamlining the process and reducing unnecessary steps.
For example, you might create a task to collect a customer’s spouse's personal details. In the task for the primary customer, you could include a question like “Do you want to include your spouse in the agreement?”—bound to a Boolean Attribute.
.png)
Primary customer Form shown in the Form builder
Then in the case type builder, in the task for collecting the spouse’s details, you could create a condition that enables the task only if the customer answered YES to to including their spouse in the earlier task.
.png)
Task condition shown in the case builder
To set a condition for enabling a task:
Open the task that will be conditionally enabled.
Under Condition, turn on the toggle and click Edit condition.
.png)
The condition window appears.Define the condition and click Save.
.png)
The condition is set.
Q & A
Do I need to configure Workflows before creating a case type?
Yes. Each task in a case is based on a predefined Workflow, so you should create all required Workflows first.
Can I reorder tasks in a case type after creating them?
No. Currently, tasks appear in the order they were added. To change the order, you need to remove and recreate tasks.
How can I temporarily save a case that has issues?
Click Save draft, but remember to click Publish when you have worked out all the issues so that the most updated version of the case will be available for use.
Can I add a condition to all tasks?
You’ll need one initial task that is enabled when the agent starts the case. Then, you can add a condition to any task based on values captured earlier in the case.