Two case types Agent and Order Id needs to be created;an Agent case can have multiple order Id’s,so how what kind of relation should be between the two and what type of work pool should they have if we need to keep the work pool’s separate?
If the Orders are fundamentally part of the Agent’s workflow (e.g., the Agent case shouldn’t be resolved until all Orders are completed), you can configure Agent as the Parent Case and Order as the Child Case.
If both Agent and Order’s lifecycles are independent from each other, you can create a case reference field of list type in Agent case and add Order cases related to it to that field.
Regarding the work pool, generally we have all case types of an application in same work pool. If there is any specific requirement from your end, you can create separate class groups for each of these classes.
Two options:
-
Parent Child case (The Order needs to be resolved before the Agent case is resolved).
-
Spinoff case - No dependency between the cases. You can create multiple order for the same Agent.
Workpool -
For a system where Orders are created in very large numbers and Agents are few, I would likely lean toward separate work pools/tables, provided the business does not require tight parent-child lifecycle management between Agent and Order cases. This aligns with keeping high-volume transactional workloads isolated from lower-volume management cases.
Hi @VVNagaSaiN even I kept the Order case type as a child of Agent but wasnt sure of the work pool.Thanks