Standard SAP does not allow users to pend or put cases on hold and quite often this is a necessary task when further action is needed before the case can be completed. Now you can do this in BDEx. The ability to defer cases to a future date has been added as an action available in the Customer Centric Hub and the Dynamic Work Center.
Cases can be deferred for the same user to review or deferred back into the work queue. The users can see their deferred cases and the managers can view cases deferred back to the queue and items deferred by their team. This means the user can attempt to resolve the case, add the deferral if they are waiting on further action to a specified date and once reached the case will automatically appear back into the user’s work list for review.
Deferral reasons are configured with a default period which can be adjusted by the user. This way, the business can control the reasons why you can use defer and the maximum hold periods for these.
Cases can be deferred using a right click action from the personal worklist. Managers can defer cases which are in the queue and using custom search Giving managers the ability to override and move the cases as they see fit.
When the user selects to defer a case, they are prompted to add a deferral reason. When the deferral reason is selected the date, period is automatically populated.
Immediately the case is removed from the user’s personal worklist and the user can continue to work other cases. Once the deferred date is passed the case will return into the queue or the users Personal Worklist. A job has been provided to remove cases from defer.
A maximum deferral date can be added to the options to ensure the user doesn’t defer a case too far into the future.
Please review the post implementation instructions to understand how to set up and activate this functionality.