0
4.0.1
Australia, Zurich
Standalone Application
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.
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.
What’s Changed
- CTS-based Create Case and New DAs are enabled by default for z-boot customers so the Service Selector is available OOB.
- A system property (
sn_csm_case_types.enable_service_selector) is introduced to control whether this experience is enabled. - When enabled, legacy UI actions are hidden to avoid duplicate case-creation entry points.
- For upgrade customers, a fix script ensures existing behavior is preserved unless CTS DAs are already active.
Upgrade Impact
- No breaking changes.
- Existing UI actions remain available for upgrade customers unless CTS is explicitly enabled.
- Required plugins and products
- Customer Service
- Store app dependency
- Service Request Criteria (sn_req_criteria)