Posted: 13 Mar 2020 12:41 EDT Last activity: 13 Mar 2020 14:28 EDT
Workflow - flag for follow up
My operations teams needs an easy way to flag work items which may be on hold because they are waiting on additional input from an external sources or the work item needs is on hold for one reason or another. Is there an easy out of the box way to do this?
@kanap2 The immediate need is to be able to open a case and then flag it and be able to display that flag in the Work Queue so that when they are in their My Work Queue, then can easily tell which cases need action and which ones may still need additional follow up. It is a way to help them manage cases which can be in varying states as they work them through completion.