Creating an Optional Process - Introduction

Earlier we learned about case stages and processes.

Shown here is the list of stages for a new account opening case.
Each stage has processes that perform tasks required to complete that stage.
So when a case gets created it is in the AccountHolder information stage and the
Complete application process is started.
When this process completes, it progresses to the next process, verify mailing a
ddress.
Once that finishes the stage is considered complete and the case moves to the op
en account stage where it starts the check credit report process.
Generally, these stages and processes are initiated automatically one after the
other as the user works on the case.
But, what if we need to perform a process only when required by the user? This i
s where we would use the Optional process.
For example, when collecting account holder information special circumstances mig
ht require the agent to collect supporting affidavits. This can be triggered by
the agent on an as needed basis.
This process does not start unless the agent or the operator working on the case
starts it.
The operator sees an option to start the process in the other actions menu while
working on the case in their portal.
The optional process can be tied to a stage as in the example described above wh
ere it can only be initiated in the Account holder information stage. Alternativ
ely an optional process can be made available across the entire case.
Now let s see how we can configure an optional process in the system.
Configuring an Optional Process
As mentioned we can add optional processes on a stage or across the whole case.
Let s see how we can add one to the entire case.
In the Details tab, we have the option to specify Case wide supporting process. A
dding it here makes the process accessible on all stages irrespective of the pro
cess running.
We can add any process that is part of the application here. But let s close this
screen.
For our demonstration let s go back to the Stage Designer and add it in a stage.
To add it on the stage we click on the stage name and in the menu that appears w
e select Configure stage behaviors.
The optional processes can be added here in the optional section..
To add a row, we click the icon and then we select a flow . The flow can either
be a starter or a sub flow.
In this example, the operator wants some feedback on his entries, this is option

al by definition since the operator can start the flow at their own discretion,
however we can supplement this by using a when rule. Specifying a when rule mak
es the option accessible only when the condition is satisfied.
For this example, let s not specify a when rule. So we can just save the changes i
n the Stage Designer view.
After saving let s see how it looks at runtime by creating a new case.
The optional process should appear under other actions menu, so let s open it.
Optional processes are grouped under Add Work.
We see the request feedback is here, so let s start the flow by clicking it.
Now the requested feedback appears. Notice the other process is still running, s
o we can see both of these processes are assigned to the same operator.
To sum up this lesson, use optional processes to allow operators to have the opt
ion to manually initiate processes either within a particular stage or for the e
ntire lifecycle of the case.