Configure case type declarative actions

Configure declarative actions that enable agents to create cases and case tasks from different locations within CSM Configurable Workspace.

Before you begin

Role required: admin

About this task

The Customer Service Case Types plugin includes declarative actions that enable agents to create cases and case tasks using the case type selector and case task type selector. These declarative actions are disabled by default.

Table 1. Declarative actions, locations, and actions

Action label	Location	Action
Create Case	Appears on the Case Task list views.	Displays the case task type selector.
Create Case	Appears on the Tasks related list tab on case and case type records.	Displays the case task type selector.
Create Case	Appears on the Case and Case Type list views.	Displays the case type selector.

Declarative actions are stored in the Action Assignment [sys_declarative_action_assignment] table.

Procedure

1. Navigate to All > Now Experience Framework > Declarative Actions > Form Actions.
   The system displays the Action Assignments list.
2. Filter the list to display the actions for the CSM Case Types application.
   If necessary, configure the list to display the Application column.
3. For each of the desired declarative actions, set the Active field to true.