Configure reusable case task scenarios

Updated Monday, October 26, 2026 · Marcel Gravelle

Scenarios apply a predefined list of tasks to a case. Use them for repeatable processes such as onboarding or escalation so important steps are not left to memory.

Applies to: Supportbench Core. Location: Settings → Cases → Scenarios. Access and available controls depend on your role and account capabilities.

Before you begin

You need permission to edit this configuration. Ask an administrator if the page is available but its editing controls are not.
Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.
Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example.

Configure and verify

Open Settings → Cases → Scenarios.
Find the item in the list and open it, or choose the page’s new-item action.
Enter a clear name and description. Set the fields below, including any scope, hierarchy, visibility or availability controls.
Save the item and resolve any validation message. Reopen it to confirm the saved values.
Check the relevant selection list or form using a user with the intended access. Repeat for an excluded user or division when scope is restricted.

Settings reference

Scenario

Setting	What it controls	How to choose
Name / Description	Name up to 250 and description up to 1,000 characters.	Identify the process and when it should be used.
Scope / Team / Division	Personal, Team or Global scope with the supported team and division selection.	Share only with the teams that own this process.
Active	Makes the scenario available for normal selection.	Activate after reviewing every task.

Ordered tasks

Setting	What it controls	How to choose
Subject / Body	Task subject up to 500 and body up to 4,000 characters.	Describe a clear action and completion criteria.
Due interval / Unit	Nonnegative interval in minutes, hours or days.	Use a realistic relative deadline.
Owner / Team	Supported task assignment.	Choose an accountable owner or team.
Approval / Active	Whether approval is required and the task is enabled.	Use approvals only where the process calls for a decision.
Duplicate / Delete / Order	Maintains the scenario’s task list.	Review copied tasks and the final order before saving.

Behavior to know

A new scenario is Personal, Active, uses all divisions and has no tasks. A new task starts Active with a zero-minute interval and approval off.
A reusable scenario and tasks already applied to cases are separate records; inspect existing case tasks before assuming a template edit changed them.

Recommended use

Use terminology that agents and customers already understand. Explain the intended meaning in the description.
Keep the initial configuration small enough for people to choose consistently. Add options when they represent a real operational difference.
Review existing references before renaming, changing scope, or deleting. Where supported, deactivate an obsolete option before considering permanent deletion.

Worked example

Create an onboarding scenario for the responsible team.
Add tasks for validation, setup and completion checks.
Assign owners, choose due intervals and enable approval for the step that needs it.
Save and apply the scenario to a test case; inspect every resulting task.

Troubleshooting

Problem	What to check
The item is missing from a picker.	Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.
The form rejects a save.	Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.
An existing record still shows an old value.	A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed.

Cases → Configure case templates and chat shortcuts
Organization → Configure teams and SLA availability

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