The Customer Service Case Types application enables customers to manage complex case processes by defining new case types. A case type represents an individual business process and is a collection of diverse inputs and tasks that an agent performs to resolve customer requests.
Feature & Context
Today, customers must manually enable the Create Case and New list view Declarative Actions (DAs) across multiple entry points to use the Service Selector experience. This feature enables those DAs out of the box for new customers, while still providing an option to turn the experience on or off.
Changed:
1. Enhancements to service definition handling and access control to improve form customization and maintain security across dependent plugins.
2. Added support for configuring form views per service to optimize case intake experiences.
Notes:
- CTS-based Create Case and New DAs are enabled by default so the Service Selector is available.
- A system property (sn_csm_case_types.enable_service_selector) is introduced to control whether this experience is enabled. You can set this property to false if it isn't needed.
- When enabled, legacy UI actions are hidden to avoid duplicate case-creation entry points.
Not applicable for this application version. For more information, please see
Application Runtime Policy
- Required plugins and products
- Customer Service
- Store app dependency
- Service Request Criteria (sn_req_criteria)