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*Take an Inbound contact on this case, thus creating a case.
*Choose the Outcome from the outcome drop down menu - the outcomes will be either:
# '''Complete'''# '''Incomplete'''
*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.
*From here, go In order to process this case further:# Go to the '''Queue Management''' section.*You will see that this # 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 record to be put back in the queue to be processed.*Then # 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.