Using the Case Designer

By the end of this lesson, students will be able to add an extra step to trigger Autoflow for a Case type in SAP Service Cloud Version 2.

The Case Designer Flow is a low-code/no-code modeling environment where you define the lifecycle, user experience, routing, automation, and business logic for each Case Type. It enables you, as a consultant, to translate customer requirements into a repeatable and auditable case-handling process.

Administrators and Consultants can leverage the Case Designer as follows:

• Begin with requirements: collaborate with the business to identify customer-specific goals, project stages, key data fields, necessary approvals, and preferred communication channels.
• Define case structure and lifecycle:
  • Create or extend a Case Type for the customer’s use case.
  • Define design lifecycle stages or states (e.g., New → Investigate → Resolve → Close) and permitted transitions.
• Design the user interface and data model:
  • Configure the layout of the case editor (which fields and sections appear at each stage).
  • Add custom fields or modify standard ones to collect the customer’s specific data.
  • Implement visibility rules and field validations to ensure users see only relevant fields and required data is enforced.
• Automate actions and decisions:
  • Set up business rules and triggers to prioritize tasks, auto-fill fields, or verify data.
• Reuse and maintainability:
  • Create templates or components for common patterns so you can efficiently scale designs across similar Case Types.
  • Keep documentation of design decisions and maintain a change log so future admins and consultants can understand the intent.

The simplest scenario is to have one Case Type for the entire organization. This means that all customer requests will be handled with the same Case Type and the same internal workflow. When the assumption that one internal workflow isn’t enough to address all types of customer requests fails, then the administrator will need to determine an additional Case Type for the organization.

Service Agents working on Cases can follow the suggested steps for each phase, supported by the UI with a specific color coding:

1. Dark Blue represents the active phase
2. Light Blue represents a completed phase
3. Grey represents the next phase to be executed

Then, during the information gathering phase, Service Agents can use the Related Entities facet of a Case to add the following:

• Registered Products
• Installed Bases
• Installation Points

Using the ellipses button you have access to ‘More Actions’. Service Agents can also:

1. Escalate the Case
2. Mark the Case as ‘Unread’
3. Create a Summary of the Case
4. Mark the Case as Irrelevant

A common use case for an Autoflow during a Case process is to automatically send acknowledgment email notifications to customers after a new Case is created.

Pre-requisites for setting up such Use Case:

• You need to create the email template that will be used by Autoflow.
• You need to create the Autoflow for sending the email notification based on a specific condition, such as when a case is created if the Account data is not empty.

Once these prerequisites are met, you can modify the existing Case flow: first, identify the phase and step where the autoflow should be triggered. After that, navigate to the relevant phase and add a new step of type Autoflow.

The Autoflow step requires the following information to be entered:

• Name
• Display ID
• Help Text
• Autoflow Rule
• Pre-Condition (optional)

After entering the required information, click Create, and the new step will be added to the Case Flow. The new version of the Case must be activated before it can be used.

You have successfully added a new step for sending an automated email notification when a Case is created via an Autoflow step.

In this lesson, we:

• Reviewed best practices for service agents handling Cases, including providing status updates and completing phases.
• Added a new step to trigger an autoflow based on a specific condition.