Scenarios in Supportbench make it easy to apply a predefined list of tasks to a case.
This new functionality is designed for repeatable workflows where the same sequence of work needs to happen over and over again. Instead of manually creating tasks each time, or relying on older template approaches such as copying from a case, administrators can now build reusable task scenarios that can be applied in just a few clicks.
This gives teams a cleaner, easier way to manage structured processes such as onboarding, offboarding, escalations, implementation steps, follow-ups, and more.
A Scenario is a reusable checklist of tasks that can be attached to a case.
Each scenario contains a set of tasks with their own details, such as:
Once a scenario is created, users can apply it to a case and instantly generate the full task list for that workflow.
Scenarios were built to simplify task administration and improve consistency.
Previously, teams often had to recreate the same task sets manually or use less flexible workarounds inside templates. That approach can be harder to maintain, more time-consuming, and easier to get wrong.
Scenarios solve that problem by giving administrators a dedicated place to manage reusable task lists.
Easier administrationScenarios are much simpler to maintain than rebuilding tasks repeatedly or managing them indirectly through older methods.
Consistent executionEvery time a scenario is applied, the same structured checklist is added to the case.
Faster case setupAgents and admins can add an entire workflow to a case in seconds.
Reusable across processesThe same concept can be used for onboarding, offboarding, customer follow-up, internal reviews, project steps, and other recurring workflows.
Scenarios are created in configuration and built as task-only checklists.
When creating a scenario, administrators can define the scenario details, including its scope and whether it is active. Tasks are then added in the exact order they should be completed.
Each task can include relative timing, such as hours or days after the scenario starts. This makes it possible to build realistic workflows with staggered deadlines instead of placing every task on the case at the same priority or timeline.
For example, an onboarding scenario might include:
Once applied to a case, those tasks appear on the case with their own due timing and can be tracked individually.
Scenarios support multiple scope options so they can be organized based on how they should be used.
PersonalAvailable only to the user who created them.
My TeamShared with that user’s team.
GlobalAvailable across the system for broader use.
This gives organizations flexibility to create personal workflows, team-specific processes, or company-wide standards.
Creating a scenario is straightforward.
Administrators can define:
They can then add checklist tasks and arrange them in the order they should be executed.
Each task can contain clear instructions, timeline values, ownership details, and optional approval requirements. This helps ensure that the workflow is not just repeatable, but also actionable.
Because tasks are tied to relative timing, Supportbench can apply them consistently whenever the scenario starts.
Once a scenario has been created, it can be selected from the scenario picker and applied to a case.
Users can browse available scenarios by scope, filter the list, and choose the one that fits the workflow they need.
When a scenario is applied, Supportbench creates the related tasks on the case automatically.
That means teams no longer need to manually add each step one by one. The work is already structured, assigned, and scheduled based on the scenario configuration.
After a scenario is applied, the generated tasks appear within the case task view.
Users can quickly see:
This makes it easy for agents and teams to stay on top of structured work without losing track of deadlines or missing important steps.
Scenarios are ideal for any workflow that follows a repeatable process.
Create a standard onboarding checklist that includes setup, communication, configuration, training, and follow-up.
Apply a consistent process for account closure, final review, documentation, and handoff steps.
Ensure urgent or high-priority cases follow the right internal review and response process every time.
Use scenarios to manage milestone-based implementation steps across multiple cases or customers.
Standardize recurring operational work that needs structure and accountability.
To get the most value from scenarios, keep these best practices in mind:
Write task subjects clearly so agents can quickly understand what needs to be done.
Use the instructions field to provide enough detail for consistent execution.
Set timelines realistically so tasks are due when they should actually be worked.
Use ownership and team assignment where appropriate to improve accountability.
Review and update global scenarios regularly to keep shared workflows clean and current.
Scenarios introduce a cleaner, more scalable way to manage repeatable task workflows in Supportbench.
Instead of manually rebuilding the same steps for every case, teams can now create reusable task lists and apply them instantly. The result is faster setup, easier administration, more consistent execution, and better visibility into case-related work.
For teams managing structured processes like onboarding, offboarding, escalations, or recurring service workflows, Scenarios provide a much more efficient way to turn a case into an actionable plan.
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