Case lines and workflows
Case line items enable the customer service case to store many product instances on a case. End customers can log a single case for many products that belong to a single order or single invoice or single location. The case line items feature is built to support these use cases.
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About
The customer service case line feature enables the case table to contain many line items on a case record. The line items are product instances and can be extended for various entities such as orders, order lines, invoices, invoice lines, contracts, etc.
Key Features
Dedicated data model for case line items
- Includes a new entity, Case Lines (sn\_case\_line), that extends Task (task) to store one or more product instances on a case. The Case Lines can be extended to represent an instance of an order line, order header, invoice line or invoice header, or any other transaction in the order to cash lifecycle.
- Case line items can have case line characteristics and these are stored in the new Case Line Characteristic (sn\_case\_line\_characteristic) entity.
- Introduces a new Case Line Task (sn\_case\_line\_task) entity to track tasks for each case line item.
Agent experience
- New navigation menu item for case line items on Platform and Workspace.
Roles and permission
- New granular roles to read, write and view case line characteristics.
- Grants permission to case task agent to view case line items and case line characteristics.
Multiple entitlements support on Case Lines