3495804 - How the Pre-Condition of a Step in Case Flow Works in SAP Service Cloud Version 2

You would like to understand how the pre-condition that can be set for a step in the case flow of a case type works.

SAP Service Cloud Version 2.

1. Logon to your V2 environment.
2. Click on the User Profile.
3. Click Settings.
4. Navigate to All Settings.
5. Click Case Types under Cases.
6. Select any type and edit the draft version or create a new version.
7. Navigate to Case Flow tab.
8. Click Add Step for any of the existing phases.
9. See it is possible to add a pre-condition, and you would like to understand what this means in practice.

The pre-condition set for the steps is expected to prevent an agent from completing that step if the condition is not satisfied, but it will still be displayed for the agents even if the case is created with a data that does not fulfill that step pre-condition at that moment in time.

Following are some of the possible scenarios that can be faced by agents:

• If a precondition isn't met for a mandatory step, agents can proceed with other steps, but can't complete the current phase and continue to the next phase.
• If a precondition isn't met for an optional step, agents can proceed with next steps as well as continue to next phase.
• If a precondition isn't met for the first step of the first phase, agents are taken automatically to the next step that can be processed.

Step Preconditions for Case

Case, Case Type, Type, Case Flow, Flow, Phases, Phase, Step, Steps, Pre-Condition, Condition, Pre, Case Data, How To, SAP Service Cloud Version 2, V2, Version 2, , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , How To

SAP Sales Cloud and SAP Service Cloud Version 2 all versions ; SAP Service Cloud Version 2 all versions