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            Capture and Fulfill a Service Request for a Case Proceeding

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            Capture and Fulfill a Service Request for a Case Proceeding

            Enable constituents and their legal representatives to request case proceeding deferrals by using a guided flow on the benefit assistance portal, and configure an approval process for caseworkers to easily review the requests.

            Required Editions

            View supported product editions.
            User Permissions Needed
            To create request forms by using Service Process Studio: Case Proceedings AND Public Sector Access
            To set field-level security and to edit profiles: Manage Profiles and Permission Sets AND Customize Application
            To customize Omniscripts:

            OmniStudio Admin
            To create an Action Launcher deployment: Composable Case Management Community Access OR Public Sector Access
            To give Experience Cloud site users access to case management: Composable Case Management Community Access
            To open, edit, and run flows in Flow Builder: Manage Flow
            To create approval processes: Customize Application

            Reduce administrative overhead and provide an easy way to request deferrals on case proceedings by using Service Process Studio, an Omniscript request form, a flow, and an approval process. Public Sector provides a service process request and an Omniscript form that constituents use to request a case proceeding deferral. The Defer a Case Proceeding Flow replaces the dates on a case proceeding record with the extended dates from a service request.

            Configure the service process, customize the Omniscript request form, and then activate the flow. Next, configure an Action Launcher deployment to add a button to your benefit assistance portal that calls the Omniscript request form. Finally, configure an approval process to review the submitted requests.

            Update Field-Level Security on the Case Source Field

            To prevent errors from occurring when you set up the request form, make the Case Source field on the Case object visible to all profiles.

            1. From the object management settings for cases, go to Fields & Relationships.
            2. Select Case Source.
            3. Click Set Field-Level Security.
            4. Select Visible for all of the profiles in the table.
            5. Save your changes.

            Customize and Activate the Case Proceeding Deferral Omniscript

            Prepare the Case Proceeding Deferral Omniscript that constituents and their legal representatives use on the benefit assistance portal to request an extension in a case proceeding.

            The case deferral request form uses the Case Proceeding Deferral Omniscript, which captures the extended start and end dates for a case proceeding. Before you can use it in the portal, create a version and customize the application reference ID URL on the Confirmation step of the Omniscript. Then, customize the Omniscript further as required, and activate it.

            1. In the Omnistudio app, from the app navigation menu, select Omniscripts.
            2. Expand CaseProceeding/ServiceRequest, and then select Case Proceeding Deferral (Version 1).
            3. Click New Version.
            4. Add a temporary text block in the Case Proceeding Deferral Omniscript to create the required link text for the application reference ID URL.
              1. Select the Confirmation step.
              2. In the right pane, click Build.
              3. In the search box, enter Text Block.
              4. Drag the Text Block element to the end of the Confirmation step in the rich text editor.
              5. Select the newly added Text Block element. Then, in the Text Block Properties, click Text, and in the rich text editor, enter this code: 
                {Label.CaseProceedingServiceRequest.SubmittedMsg}  
{Label.CaseProceedingServiceRequest.ApplicationRefId}: {Parent.apiResponse.caseNumber}
              6. Select the link text for the application reference ID {Parent.apiResponse.caseNumber}, and then click Insert or edit link.
              7. For URL, enter /<sitename>/s/detail/Case/{Parent.apiResponse.caseId}, where <sitename> is the name of your Experience Cloud site.
              8. Copy the link text {Parent.apiResponse.caseNumber}.
              9. Save your changes.
            5. Clone the ConfirmCaseProceedingServiceRequestSubmission Flexcard and add the application reference ID URL to it.
              1. In the Omnistudio app, from the app navigation menu, select Omnistudio Flexcards.
              2. Expand ConfirmCaseProceedingServiceRequestSubmission, and then select ConfirmCaseProceedingServiceRequestSubmission (Version 1).
              3. Click Clone.
              4. Enter a unique card name, for example, ConfirmCaseProceedingServiceRequestSubmissionUpdated and save your changes.
              5. In the cloned Flexcard, select the Text element.
              6. In Text Properties, select the text {Parent.apiResponse.caseNumber}, and replace it with the link text that you copied.
              7. When you’re ready, click Activate.
            6. Update the Case Proceeding Deferral Omniscript to use the newly cloned Flexcard.
              1. Navigate to the new version of the Case Proceeding Deferral (Version 1) Omniscript.
              2. Select the Confirmation step, and then select the custom component SubmittedMessage.
              3. In Custom Lightning Web Component Properties, in Lightning Web Component Name, select the Flexcard that you cloned. For example, ConfirmCaseProceedingServiceRequestSubmissionUpdated.
              4. Select the Text Block element that you added, and delete it.
            7. Optional: Edit the Omniscript as needed for your organization.
            8. When you’re ready, click Activate Version.

            Create the Request Form from the Case Proceeding Deferral Template

            Configure the Case Proceeding Deferral service process that captures the extended dates that a constituent requests. Service Process Studio then creates a case record with the request details.

            1. From Setup, in the Quick Find box, enter Omnistudio, and then select Omnistudio Settings.
            2. Turn on Omnistudio Metadata.
            3. Turn off Managed Package Runtime.
            4. In the Quick Find box, enter Service Process, and then select Service Process Studio.
            5. Click New Service Process.
            6. Select Create from Template, and then select Case Proceeding Deferral.
            7. Click Save & Launch.
            8. Optional: Change the process name.
            9. For API Name, enter CaseProceedingExtension.
            10. Optional: Enter short and long descriptions.
            11. Save your changes.
            12. Click Activate.

            Prepare the Case Proceeding Deferral Flow

            Clone and activate the Defer a Case Proceeding flow, which updates the start and end dates in a case proceeding record with the extended dates requested by the constituent.

            1. From Setup, in the Quick Find box, enter Flows, and then select Flows.
            2. Select Defer a Case Proceeding.
            3. Click Save As.
            4. Enter a flow label. For example, enter Defer Case Proceeding Flow.
            5. For Flow API Name, enter defer_caseproceeding_flow.
            6. Save your changes.
            7. Optional: Customize the flow as needed.
            8. Activate the flow.

            Create a Request Deferral Button on Your Benefit Assistance Portal

            Enable constituents to request a deferral by clicking a button and completing a guided flow. Configure an Action Launcher deployment that uses the Case Proceeding Deferral Omniscript, and then add an Action Launcher component that calls the deployment to the case proceedings detail page on your benefit assistance portal.

            1. Create an Action Launcher deployment that uses the Case Proceeding Deferral Omniscript.
              1. From Setup, in the Quick Find box, enter Action Launcher, and then select Action Launcher.
              2. Click New Deployment, and then click Next.
              3. Enter a label, and then press Tab to automatically populate the API name. For example, enter Request Deferral.
              4. For Guidance to Show, select Omniscripts.
              5. Click Next.
              6. Add Case Proceeding to the Selected Objects list, and then click Next.
              7. Make sure that only the Request Deferral action is selected, and then click Next.
              8. To select an action for the deployment, under Available Actions, click Plus sign icon for Request Deferral.
              9. Save your changes.
            2. Configure the Action Launcher component on an Experience Cloud site created from the Benefit Assistance template.
              1. From Setup, in the Quick Find box, enter Digital Experiences, and then select All Sites.
              2. For the Experience Cloud site based on the Benefit Assistance template, click Builder.
              3. From the Pages menu, select CaseProceeding Detail.
              4. From the Page Variations menu, select Record Detail.
              5. Drag the Action Launcher component to the page canvas.
              6. In Action Launcher properties, for Action Launcher Deployment, select Request Deferral.
              7. Preview your changes, and publish the page when you’re ready.

            Set Up an Approval Process for Case Proceeding Service Requests

            Configure an approval process for caseworkers to use to approve or deny a constituent’s request for a case proceeding deferral.

            Upon submission, the service process creates a case record for the case proceeding deferral request, so base the approval process on the Case object. Start by confirming or customizing the Status picklist values for cases.

            1. From the object management settings for cases, go to Fields & Relationships.
            2. Click Status.
            3. Review the picklist values and, if necessary, customize them for your needs.
            4. Set up the approval process.
              1. In Setup, in the Quick Find box, enter Approval Processes, and then select Approval Processes.
              2. For ​​Manage Approval Processes For, select Case.
              3. Click Create New Approval Process and then select Use Jump Start Wizard.
              4. Enter a name for the approval process, and then press Tab to automatically populate the unique API name. For example, enter Case Deferral Request Approval Process.
              5. Specify the approval process criteria and select the approver.
              6. Save your changes and activate the process.

            See Also

             
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