Automation
Automation is what makes case management scalable. Instead of manually handling every case, you define rules that the system enforces automatically. This section covers Automations, templates, scheduling, and other automation features.
What You'll Learn
| Topic | For whom |
|---|---|
| Automation Basics | Managers and project leads — understand the When-If-Then model |
| Creating Automations | Project leads — build When-If-Then rules for your cases |
| Automation Triggers | Project leads — what events fire Automations |
| Automation Conditions | Project leads — how to filter when actions run |
| Automation Actions | Project leads — what the system can automatically do |
| Templates | Managers and project leads — standardize case capture |
| Scheduling | Project leads — coordinate timing with the calendar |
Key Concepts
- Automation: A When-If-Then rule that automates case handling (e.g., "When a case is created IF Priority=High THEN assign to the Fast Track queue")
- Trigger: The event that fires a Automation (case created, moved to queue, status changed, deadline approaching)
- Condition: A requirement that must be met for the action to run
- Action: What the system automatically does (assign, move queue, send notification, add comment)
- Template: A structured case form that standardizes what information is captured
- SLA: Service-level agreement deadline that can trigger Automations
Common Tasks
- Creating a simple Automation for case routing
- Adding conditions to Automations (only run on high-priority cases)
- Chaining multiple actions together
- Testing Automations before enabling them
- Creating and publishing templates
- Scheduling automated reminders and escalations
- Monitoring Automation effectiveness
Explore: Detailed guides for each of these topics are coming soon.