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*Select a case from the list displayed.
*Take an Inbound contact on this case, thus creating a case.
*Choose the Outcome from the outcome drop down menu - the outcomes will be eithera:# '''CompleteOutcome'''# '''IncompleteOutcome'''
*Save the details of the record.
*If the outcome of a record is '''Incomplete''', the record will need to be processed further and is placed on the '''Active Outcome''' stack list under that outcome name.
*In order to process put this case furtherback in the queue to be processed:# Go to the '''Queue Management''' -> '''Set the Current working Outcome''' -> '''Choose the case'''
# This Incomplete record has now been placed on the stack under the outcome selected.
# Click on the number under the last attempt in the stack, which will cause the this record to be put back in the queue to be processed.
# Now when an agent goes to process a case, this record will be handed back to be processed.
*If the outcome is '''Complete''', the record will be processed as a finished outcome and will appear in the '''Finished Outcomes''' stack list under that outcome name.