Add Journey to a Case - Appv5 Knowledge

How to Add a Journey to a Case

Journeys provide a structured framework of stages, steps, and actions that guide work on a case from start to finish. Adding a Journey to a case ensures that the appropriate workflow is applied and that all required actions are tracked consistently. Follow the steps below to add a Journey to an existing case in CXME.

Steps to Add a Journey to a Case

1. Find the case you are looking for by searching or navigating to the Inbox module and opening the case to which you want to add a Journey.

2. Once on the case record, there are two ways to add a Journey:

   1. Click on Add Journey from the Case Actions menu button in the case header at the top right.

   2. Click on the Journeys tab in the case panel and select the Add a Journey button from that panel.

3. From the Add Journey Dialog that opened, browse or search for the appropriate Journey from the list of available options, then select it.

4. Click Add Journey to attach the Journey to the case.

Once saved, the Journey will appear within the case record on the Journeys tab on the case panel, typically near the top right of the screen. Its associated stages, steps, and actions will be visible and ready for your team to act on.

Things to Keep in Mind

• Only Journeys that are published will appear in the selection list.
• Only one Journey can be added to each case.
• If there is already a Journey on the case, you can change or remove that Journey by clicking on Case Actions > Change Journey.
• Depending on your permissions, some Journeys may be restricted to certain user roles. Contact your administrator if an expected Journey does not appear.
• Once a Journey is added, progress through its stages and steps is tracked automatically as actions are completed.