Configure request types

You can review the available request types and configure the ones that you need so that your agents can create cases for these request types from both the Platform and Workspace UI.

When an agent creates a case for a request type, the Financial Services Operations applications use:

• Interceptors for creating a case from the Platform UI.

  The Platform UI includes interceptors for creating a case. These interceptors offer various request types that agents can choose from when creating a case. Once an agent selects a request type, the interceptor automatically opens the corresponding form view. The agent's selection is then displayed in the request type field on the form. For instance, if an agent selects a payment inquiry case, their choice will be reflected in the Inquiry type field.

• Product Service select version of the case type selector for creating a case from the Workspace UI.

  In the Workspace UI, agents can use the Product Service select version of the case type selector to choose the suitable case type or service when creating a case. By selecting from a list of available case types or services, agents can efficiently create the appropriate case for a contact or consumer. For more information on how the case type selector empowers customer service agents, see Product Service select version of the case type selector.