Work with a case plan

Use a case plan to organize the work required to resolve a case. Review planned tasks, track progress, and update the plan as work is completed.

For an overview of case plans, see About case plans.

Before you start

• Open a case in the agent workspace.
• Confirm that case plans are enabled for your organization.
• Ensure you have permission to edit the case if you need to create or modify tasks.

Open a case plan

1. Open a case.
2. In the case information panel, select Case plan.

The case plan displays the tasks required to resolve the case and their current progress.

Review the plan

As you work through a case, use the plan to understand:

• Which tasks are ready to begin
• Which tasks are blocked by other work
• Which tasks have been completed
• Which tasks have been canceled

Tasks can be assigned to either the AI Assistant or a person. Review task ownership to understand which work is being completed automatically and which tasks require human action.

Review task ownership and due dates to identify work that requires your attention.

Add a task

If additional work is needed to resolve the case:

1. Select Add task.
2. Enter a Title.
3. Optionally add Notes.
4. Choose an Assignee.
5. Optionally specify Start and Due dates.
6. Add any task dependencies from the Blocked by dropdown.
7. Select Add task.

By default, new tasks are assigned to the AI Assistant. If the task requires human judgment or action, assign it to the appropriate person instead.

Edit a task

You can update a task as work progresses.

To edit a task:

1. Open the task's Actions menu.
2. Select Edit.
3. Optionally edit the individual fields.

Here, you can change:

• The task title
• Notes
• The assignee
• Start or due dates
• Task dependencies

4. Save your changes to update the case plan.

Complete or cancel a task

As work progresses, keep the plan up to date.

To update a task:

1. Open the task's Actions menu.
2. Select the appropriate action:

• Mark done when the task is complete.
• Select to update multiple tasks at the same time.
• Edit (see Edit a task)
• Cancel task if the work is no longer required.
• Reopen task if canceled or completed work needs further action.

AI-owned tasks are updated automatically as work completes. Human-owned tasks should be updated by the task owner or another user with permission to edit the case.

Keep the plan current

A case plan is most useful when it reflects the current state of the work.

As you work a case:

• Complete tasks as soon as work finishes.
• Add new tasks when additional work is identified.
• Update assignments when ownership changes.
• Review blocked tasks and remove dependencies as work progresses.

Keeping the plan up to date helps everyone involved understand what remains to be done.

Troubleshooting

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