Create a caseplan

AI-generated summary

Genesys Cloud caseplans define the structure and flow of cases by organizing how data is collected, work is structured, and tasks are executed using individual worktypes to enable repeatable workflows that guide cases from intake through completion. Caseplans are created through the Admin > Orchestration > Work Automation > Caseplans interface by entering required details including a unique name, case prefix (which identifies case type and cannot be edited post-publication), division assignment, optional description, and intent category and intent mapping. Configuration occurs across multiple tabs within the caseplan interface. The Properties tab sets time-based attributes including due date and life span, which specifies the number of days the caseplan is retained on Genesys Cloud and can be extended before expiry. The Schema Display tab assigns a custom schema, with the requirement that all worktypes within the caseplan must use the same schema. The Stage Builder tab defines workflow stages and steps, supporting up to three stages with one step per stage, where each step links to a single worktype. Steps and stages progress automatically upon completion until the final step closes the caseplan. Division assignment operates under specific constraints: caseplans set to 'Unassigned' allow worktypes from any division, while caseplans assigned to specific divisions require all constituent worktypes to belong to that same division. Division cannot be changed after publication. The intake form is created through the Create Intake function, which provides a form builder for displaying custom attributes. Required fields are added and ordered as necessary, then saved before the caseplan is published. Once a caseplan is published, it becomes operational and ready to process cases, with certain details becoming non-editable post-publication. Genesys Cloud provides access to community support resources for additional assistance and includes a feedback mechanism allowing users to report issues such as inaccurate or outdated content, unclear information, or user interface concerns, as well as provide positive feedback regarding task completion, content clarity, and information accessibility.

A caseplan defines the structure and flow of a case, including how data is collected, how work is organized, and how tasks are run using individual worktypes. Use caseplans to design repeatable workflows that guide cases from intake through completion.

You can create a caseplan from either the caseplan page or from the worktype page.

Go to Admin > Orchestration > Work Automation > Caseplans.
Click Create Caseplan.
Enter the required details:
- Name – A unique name for the caseplan.
- Case prefix – Create a unique prefix that indicates the nature of the case. This prefix is added to each case of this type, making it easy for agents to identify the issue. The prefix is not editable after the caseplan is published.
- Division – Select the division of the caseplan. If you set the caseplan division to ‘Unassigned’, the worktypes that are part of this caseplan can belong to any division. However, if the caseplan belongs to a specific division, the worktypes that are part of this caseplan must belong to the same division. You cannot change the division once the caseplan is published.
- Description – Optional; enter a description that provides the caseplan details.
- Intent Category – Choose the customer intent category to select the required intent.
- Intent – Choose an intent to map the outcome that is expected from this caseplan.
Click Save. A draft caseplan is created. The Details page outlines the caseplan information.
To set the time-based attributes of the case plan, click the Properties tab and enter the following information:
- Due Date – The due date by which the caseplan must be closed. Set a date that aligns with the due dates of each worktype in the caseplan.
- Life Span – The number of days to hold the caseplan on Genesys Cloud. However, before the expiry of the life span, you could choose to extend the period, as necessary.
To define the custom attributes of the caseplan, click the Schema Display tab, and select a custom schema. You can only add the worktypes that are configured with the schema you selected to the caseplan. That is, the caseplan and all the worktypes in the caseplan must follow the same custom schema. The system uses the latest version of the schema.
To define the different stages in the caseplan and the worktypes to be used, click the Stage Builder tab. Currently, you can create up to three stages, with each stage containing one step. Each step is directly linked to one worktype. When a step is completed, the next step starts automatically. When all steps in a stage are completed, the next stage begins automatically. This process continues until the last step in the last stage is closed. This closes the caseplan as well.
1. Click the edit icon against each Stage and enter a name and description for the stage.
2. Under each stage, click the edit icon against each Step and assign a Worktype. All worktypes in the caseplan must have the same custom schema set.
To define the work intake form that must be available for the agent to fill out the caseplan details, click Create Intake. A form builder appears with the custom attributes on the side panel.
1. Add the required fields and customize the order of fields as necessary.
2. Click Save Panel.
3. Review the caseplan details. Some details are not editable once the caseplan is published.
Click Publish. The caseplan is published and is ready to process cases.

[NEXT] Was this article helpful?

Get user feedback about articles.