How to Create a QC Process

The four features Create Restricted and Classified Queues, Set 'In Review' Status,' Utilize In-Line Commenting and Utilize Watchers are designed as the building blocks to create a QC process.

Step 1: Setup a new case queue

• Give your new case queue a name. For example, you can name it High Risk QC.
• Set it to Restricted
• Add the QC team as the only team on this queue

Step 2: Make sure the High Riskqueue does not have the QC team assigned to it.

Step 3: Create a case workflow button called Send to QC with the following settings:

• Visible only on your case queue, so for this example the High Risk QC case queue
• Set the status to 'In Review'
• Add the QC analyst as the watcher
• Send the case to the 'High Risk QC' case queue
• Apply a disposition classifed as 'Under Investigation'

Step 4: Create a new Case Investigation checklist called High Risk QC Checklist

• Visible only on the High Risk QC case queue

Step 5: Create another case workflow button called QC Complete with the following settings:

• Visible only on your case queue, so for this example the High Risk QC case queue
• Set the status to "Open"
• Do not remove the watcher
• Add a _High Risk QC Complete_tag
• Send the case back to the High Risk queue

Step 6: Create another case workflow button called Submit with the following settings:

• Visible only on the High Risk case queue
• Set the status to Closed
• Do not remove the watcher or any tags
• Send the case to the _High Risk Complete_queue
• Apply a disposition classified as Closing Review - took action