Contradicting information on Optional User Actions in BA Essentials
In the "Optional Actions" screen, there are two contradicting pieces of information about Optional User actions.
- Under the "Optional User Action" section, it states, "After completion of the optional user action, the user may or may not return to the primary path of the case."
- In the Knowledge Check, it states, "Optional user actions are single tasks and return to the primary path of the case, whereas an optional process is a series of steps that is not required to return to the primary path of the case."
Which is correct? Do optional user actions always return to the primary path?
Location of Page in Training: 4. Designing a Case Life cycle --> 2. Adding Optional Actions to a Case Type --> 2. Optional Actions
Capgemini FS
US
The user actions are of 2 types.
1. Local Actions: these are single screen actions that might be required w/o a sequence. [eg: a user calls to an insurance hotline to raise a claim and also says he wants to change his contact number. The contact number change is not in the process, but if the policyholder wants to change the callback number... the claim agent has to accept that. At this instance... the case pauses, but after the contact number change (local action).. the case resumes.]
2. Optional Processes: These are multi-screen processes. A perfect situation would be to think about an order placement. Just after placing the order.. the user thinks that he should cancel it. when he cancels the order a string of actions should take place. (order cancelation, reimburse the cost, release the lock on the inventory item)
Summary: User action may or may not return back to resolve the case. It solely depends on if the user action is a 'Local action' or if its an 'Optional Process'.
Hope this helps.