Configure case action status
The case action status feature displays the status of cases in the Cases list. Customer service agents can use this feature to easily identify cases that need attention and quickly prioritize their work.
Before you begin
Role required: csm_guided_setup_user and admin
About this task
Visual indicators in the Action Status column on the case list highlight case status:
- Needs attention: 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 blue indicator highlights cases that need attention.
- Blocked: A red indicator highlights cases that are blocked, such as cases that have open related task records or are waiting for customer feedback.
Procedure
Navigate to All > Customer Service > Administration > Guided Setup.
On the Getting Started page of the guided setup, click Get Started
In the Case Management category, view the list of tasks to configure the feature.
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. To perform a task, click Configure.
This button opens the page in your instance where the configuration is completed.
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