Order case pages

The Order Operations Case Management application includes record pages that display order cases and order case line items in CSM Configurable Workspace.

The Order Operations Case Management application enables agents to create order cases that reference customer orders and order lines. Using order cases, agents can manage and track customer requests and the actions taken to fulfill these requests.

Order cases contain order case line items, which represent either multiple complete orders or multiple order lines from a single order. The Order Operations Case Management application includes the following record pages to display this information in the workspace.

Table 1. Order case record pages

Page	Description
Create New Order Case intake page	When an agent initiates an order case and selects a service from the case type selector modal, the system displays the Create New Order Case intake page. The agent uses this page to enter basic information about the order case, such as the account, order number, and scope of request, and then create the case.
Order case record page	The Order case record page displays the order case and a list of the order case line items. The agent uses this page to do the following: View details about the order case and the order case line items. Add or remove orders or order lines to the order case as order case line items. Create new order case line items. Edit order case line item details. Create tasks for order case line items.
Order case line item record page	The Order case line item record page displays information about an order case line item. The agent uses this page to view and edit information about the order case line item, including case line item details, ordered and requested quantities, and shipping information.