Patent Publication Number: US-2022230123-A1

Title: Quick case type selector

Description:
BACKGROUND 
     The present disclosure relates generally to extending data from a case generated in support of a customer to associated cases and/or sub-cases. 
     This section is intended to introduce the reader to various aspects of art that may be related to various aspects of the present disclosure, which are described and/or claimed below. This discussion is believed to be helpful in providing the reader with background information to facilitate a better understanding of the various aspects of the present disclosure. Accordingly, it should be understood that these statements are to be read in this light, and not as admissions of prior art. 
     Enterprise networks, systems, and other related processes may utilize software and hardware resources, often implemented on multiple, inter-connected devices, to conduct activities or otherwise perform the activities of various enterprise operations. In some situations, provisioning, configuring, expanding, maintaining, and/or normal use of such resources, as well as related systems, may give rise to an agent of the enterprise being tasked with completing one or more tasks. In other instances, a client of the enterprise may communicate with the agent and request a resolution for an issue, or the client may provide products and/or services to customers of the client who may in turn request a resolution of an issue related to the products and/or service. Specifically, the customer may contact the agent through chat, in person, by email, and/or by calling a customer service number. The customer may contact the agent through any of these methods to resolve the request, and the agent may generate a case to provide the appropriate resolution. 
     However, the case may be associated with other cases and/or sub-cases related to the subject matter of the case (e.g., the issue, interest, or concern raised by the customer) and/or the customer themselves, and these other cases and/or sub-cases may also need to be resolved. By way of example, in a banking context, the customer may request a conversation with an agent to report a lost credit card. The agent may open a case related to the customer and the lost credit card. The resolution for the case may involve canceling the card or placing it on hold for a predetermined time period prior to canceling. 
     However, upon canceling the card, the customer may need a replacement card. As such, the agent may generate an additional case to issue the replacement card. In some instances, the customer may contact another agent at another time frame for requesting the replacement card and the agent may generate the additional case. Often, the agent may input the same data or information when resolving these related sub-cases (e.g., sub-case for canceling the credit card and sub-case for issuing a replacement card) associated with the case of lost credit card. 
     SUMMARY 
     A summary of certain embodiments disclosed herein is set forth below. It should be understood that these aspects are presented merely to provide the reader with a brief summary of these certain embodiments and that these aspects are not intended to limit the scope of this disclosure. Indeed, this disclosure may encompass a variety of aspects that may not be set forth below. 
     The present approach relates to systems and methods for enabling selection of a case type selection or a sub-case type selection for a task, in a single step or fewer steps than would be utilized when the technique is not employed. The systems and methods disclosed herein provide efficient resolution of multiple sub-case type selections and related sub-case type selections, and their corresponding processes, so as to reduce or eliminate the time used to select an initial category type and/or case type. The quick case type selection may further reduce the time to input the same information for the processes associated with the sub-case type selection and the related sub-case type selections. The systems and methods may also efficiently provide a subset of the possible or available sub-case type selections based on conditions, such as relevance or access rights for an organization group to the sub-case type selections, access rights for an agent identifier (ID) (e.g., agent ID) to the sub-case type selections, customer account information, and so forth. These conditions may be dynamically updated to facilitate creating different or a limited set of sub-case type selections based on the set conditions. 
     Various refinements of the features noted above may exist in relation to various aspects of the present disclosure. Further features may also be incorporated in these various aspects as well. These refinements and additional features may exist individually or in any combination. For instance, various features discussed below in relation to one or more of the illustrated embodiments may be incorporated into any of the above-described aspects of the present disclosure alone or in any combination. The brief summary presented above is intended only to familiarize the reader with certain aspects and contexts of embodiments of the present disclosure without limitation to the claimed subject matter. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
       Various aspects of this disclosure may be better understood upon reading the following detailed description and upon reference to the drawings in which: 
         FIG. 1  is a block diagram of an embodiment of a multi-instance cloud architecture in which embodiments of the present disclosure may operate; 
         FIG. 2  is a schematic diagram of an embodiment of a multi-instance cloud architecture in which embodiments of the present disclosure may operate; 
         FIG. 3  is a block diagram of a computing device utilized in a computing system that may be present in  FIG. 1 or 2 , in accordance with aspects of the present disclosure; 
         FIG. 4  is a block diagram illustrating an embodiment in which a virtual server supports and enables the client instance, in accordance with aspects of the present disclosure; 
         FIG. 5  is a flow diagram of extending information from a case type selection to sub-case type selections, in accordance with aspects of the present disclosure; 
         FIG. 6  is a process flow diagram of generating field mappings for the sub-case type selections, in accordance with aspects of the present disclosure; 
         FIG. 7  is a flow diagram of a case base table extending information from a case type selection to sub-case type selections, in accordance with aspects of the present disclosure; 
         FIG. 8  is a block diagram a graphical user interface in an administrative view illustrating associating a case type selection to sub-case type selections of the case base table of  FIG. 7 , in accordance with aspects of the present disclosure; 
         FIG. 9  is a block diagram of the graphical user interface illustrating setting fields values for the case type selections of the case base table of  FIG. 8 , in accordance with aspects of the present disclosure; 
         FIG. 10  is a process flow diagram for resolving multiple sub-case type selections based on information extended from the case type selection, in accordance with aspects of the present disclosure; 
         FIG. 11A  is a block diagram illustrating selection of a sub-case type selection after performing a selection at higher level selection types within a hierarchy of selection types, in accordance with aspects of the present disclosure; and 
         FIG. 11B  is a block diagram illustrating a quick case type selection, in accordance with aspects of the present disclosure. 
     
    
    
     DETAILED DESCRIPTION 
     One or more specific embodiments will be described below. In an effort to provide a concise description of these embodiments, not all features of an actual implementation are described in the specification. It should be appreciated that in the development of any such actual implementation, as in any engineering or design project, numerous implementation-specific decisions must be made to achieve the developers&#39; specific goals, such as compliance with system-related and enterprise-related constraints, which may vary from one implementation to another. Moreover, it should be appreciated that such a development effort might be complex and time consuming, but would nevertheless be a routine undertaking of design, fabrication, and manufacture for those of ordinary skill having the benefit of this disclosure. 
     As used herein, the term “computing system” refers to an electronic computing device such as, but not limited to, a single computer, virtual machine, virtual container, host, server, laptop, and/or mobile device, or to a plurality of electronic computing devices working together to perform the function described as being performed on or by the computing system. As used herein, the term “medium” refers to one or more non-transitory, computer-readable physical media that together store the contents described as being stored thereon. Embodiments may include non-volatile secondary storage, read-only memory (ROM), and/or random-access memory (RAM). As used herein, the term “application” refers to one or more computing modules, programs, processes, workloads, threads and/or a set of computing instructions executed by a computing system. Example embodiments of an application include software modules, software objects, software instances and/or other types of executable code. 
     As used herein, the term “agent” refers to an administrative agent (e.g., a support or service agent) and/or to a computer generated intelligent virtual agent. Also, as used herein, the term “category” refers to a general or broad topic for a resolution for a customer request. The category may be the highest level of topics in a hierarchy of multiple topics. As used herein, the term “case” refers to a sub-class of the category. The term “sub-case” refers to a subclass of the case and may be a lowest level or intermediate level of topics within the hierarchy of multiple topics (e.g., two, three, five, ten, and so forth, levels of topics). That is, the sub-case may be the last topic level for identifying the resolution. A workflow process for identifying the resolution for the customer request may include identifying a category, a case, and a sub-case. From a user or agent perspective, the category, the case, and the sub-case may be translated to selectable options on a display interface (e.g., an interface for a portal that receives the customer request), such that the selectable options may be a display option that corresponds to the category, case, or sub-case. In summary, from a workflow perspective, resolving the request involves an identification of the category, the case, and the sub-case and from an agent perspective, resolving the request involves selecting from selectable options corresponding to the category, case, and sub-case on the display interface. 
     Additionally, as used herein, the term “category type selection” refers to the general or broad topic selection corresponding to the category on the display interface for a resolution for the request. The category type selection may be the highest level of selection type in a hierarchy of multiple selection types corresponding to topics. The term “case type selection,” as used herein, refers to a subclass selection of the category type selection on the display interface. For example, upon a selection of the category case type selection, multiple case type selections may be presented on the display interface. Also, as used herein, the term “sub-case type selection” refers to a subclass selection of the case type selection on the display interface and is a lowest or intermediate level of selection type within the hierarchy of multiple selection types. 
     Also, as used herein, the term “manual case type selection” refers to a multiple step sub-case type selection on the display interface that includes a manual or user selection step at each level of selection types within the hierarchy of selection types. That is, the manual case type selection includes a selection at the highest level of selection types through the lowest level of selection types. For example, the manual case type selection may involve a selection of the category type selection, a selection of the case type selection presented as a result of the category type selection, and a selection of the sub-case type selection presented as a result of the case type selection, on the display interface. The term “quick case type selection,” as used herein, refers to a selection of the sub-case type selection in fewer steps than utilized for the manual case type selection. For example, the quick case type selection may be a single-step selection. That is, rather than selecting from category type selection options, case type selection options, sub-case type selection options, and so forth, the quick case type selection may include or present a subset of the sub-case type selection options as initial selection options. By way of example, an agent in a business context selecting a sub-case type selection for receiving a resolution to resolve a customer request, may select a sub-case type selection of “replace credit card” in a single selection rather than initially selecting a category of “onboarding,” then selecting a case type of “order case,” and subsequently selecting the sub-case type selection “replace credit card.” 
     As discussed herein, a customer may send a request to an agent for a resolution to one or more customer or business related issues, interests, or concerns raised by the customer. Often, the customer request may be associated with other requests. That is, one or more requests may be based on a root case. Thus, the agent determining the resolution for the request may subsequently determine a resolution for a related issue associated with the request. By way of example, the agent may navigate through category type selections, case-type selections of a selected category, and sub-case type selections of a selected case type and/or sub-case type, to resolve each of the requests. Thus, after the agent steps through multiple selections on an agent interface (e.g., display interface) to ultimately select the sub-case type selection for the request, the agent may repeat the steps and/or input the same or similar information for the next request when the requests are associated with the same category type selection and/or case type selection. In some instances, the particular agent may be a member of a particular division within the organization or have limited access rights, and as such, may be limited to selecting certain sub-case type selections related to the division or within their access rights when resolving the request, but may still have to step through category type selections, case type selections, and/or sub-case type selections that may ultimately be unavailable for selection by the particular agent. 
     Accordingly, it is now appreciated that there is a need to efficiently manage and resolve multiple sub-case type selections and associated or related sub-case type selections stemming from the same case type selection, so as to reduce or eliminate the time used to select an initial category type selection and/or case type selection. Efficiently managing and resolving multiple sub-case type selections and associated or related sub-case type selections may also reduce the time to input the same information for the sub-case type selections. Moreover, there is also a need to efficiently provide a selection of the sub-case type selections based on certain conditions, such as relevance for a group within the organization and/or access rights associated with the organization, relevance and/or access rights for an agent identifier (ID) associated with the particular agent, (e.g., agent ID) for the various sub-case type selections, skill level of the particular agent, time of day when resolving the request, and/or level of workload associated with the particular agent. However, determining the sub-case type selections for quick selection (e.g., a single step selection or skipping initial selection of category type selection and/or case type selection) for the particular agent to resolve the request, may be difficult to implement in practice. Moreover, mapping information from a presently selected sub-case type selection to a related sub-case type selection may also be difficult to implement in practice. 
     With the preceding in mind, the following figures relate to various types of generalized system architectures or configurations that may be employed to provide services to an organization in a cloud-computing framework and on which the present approaches may be employed. Correspondingly, these system and platform examples may also relate to systems and platforms on which providing simultaneous or streamlined resolutions for customer requests, as discussed herein, may be implemented or otherwise utilized. Turning now to  FIG. 1 , a schematic diagram of an embodiment of a cloud computing system  10 , where embodiments of the present disclosure may operate, is illustrated. The cloud computing system  10  may include a client network  12 , a network  14  (e.g., the Internet), and a cloud-based platform  16 . In some implementations, the cloud-based platform  16  may be a configuration management database (CMDB) platform. In one embodiment, the client network  12  may be a local private network, such as local area network (LAN) having a variety of network devices that include, but are not limited to, switches, servers, and routers. In another embodiment, the client network  12  represents an enterprise network that may include one or more LANs, virtual networks, data centers  18 , and/or other remote networks. 
     As shown in  FIG. 1 , the client network  12  is able to connect to one or more client devices  20 A,  20 B, and  20 C so that the client devices  20  are able to communicate with each other and/or with the network hosting the platform  16 . The client devices  20  may be computing systems and/or other types of computing devices generally referred to as Internet of Things (IoT) devices that access cloud computing services, for example, via a web browser application, a portal, or via an edge device  22  that may act as a gateway between the client devices  20  and the platform  16 . In some implementations, client devices  20  using a portal to access the cloud computing services may be used to send a request to resolve an issue to an agent via the portal. The agent may select a sub-case type selection from a subset of sub-case type selection on a display interface for the portal to resolve the request, as discussed herein. 
       FIG. 1  also illustrates that the client network  12  includes an administration or managerial device, agent, or server, such as a management, instrumentation, and discovery (MID) server  24  that facilitates communication of data between the network hosting the platform  16 , other external applications, data sources, and services, and the client network  12 . Although not specifically illustrated in  FIG. 1 , the client network  12  may also include a connecting network device (e.g., a gateway or router) or a combination of devices that implement a client firewall or intrusion protection system. 
     As depicted, the client network  12  may be coupled to a network  14 . The network  14  may include one or more computing networks, such as other LANs, wide area networks (WAN), the Internet, and/or other remote networks, to transfer data between the client and/or the client&#39;s customers and the network hosting the platform  16 . For example, the client may send a request to the agent using the client network  12  that connects to the network  14 . The agent may resolve one or more sub-cases associated with the request by selecting one or more sub-case type selections on the display interface. 
     Each of the computing networks or infrastructures discussed herein may contain wired and/or wireless programmable devices that operate in the electrical and/or optical domain. For example, network  14  may include wireless networks, such as cellular networks (e.g., Global System for Mobile Communications (GSM) based cellular network), IEEE 802.11 networks, and/or other suitable radio-based networks. For example, the networks may also employ any number of network communication protocols, such as Transmission Control Protocol (TCP) and Internet Protocol (IP). Although not explicitly shown in  FIG. 1 , the network and infrastructures shown may include a variety of network devices, such as servers, routers, network switches, and/or other network hardware devices configured to transport data. 
     In  FIG. 1 , the network hosting the platform  16  may be a remote network (e.g., a cloud network) that is able to communicate with the client devices  20  via the client network  12  and network  14 . The network hosting the platform  16  provides additional computing resources to the client devices  20  and/or the client network  12 . For example, by utilizing the network hosting the platform  16 , users of the client devices  20  are able to build and execute applications for various enterprises, IT, and/or other organization-related functions. In one embodiment, the network hosting the platform  16  is implemented on the one or more data centers  18 , where each data center may correspond to a different geographic location. Each of the data centers  18  includes a plurality of virtual servers  26  (also referred to herein as application nodes, application servers, virtual server instances, application instances, or application server instances), where each virtual server  26  may be implemented on a physical computing system, such as a single electronic computing device (e.g., a single physical hardware server) or across multiple-computing devices (e.g., multiple physical hardware servers). Examples of virtual servers  26  include, but are not limited to a web server (e.g., a unitary Apache installation), an application server (e.g., unitary JAVA Virtual Machine), and/or a database server (e.g., a unitary relational database management system (RDBMS) catalog). 
     To utilize computing resources within the platform  16 , network operators may choose to configure the data centers  18  using a variety of computing infrastructures. In one embodiment, one or more of the data centers  18  are configured using a multi-tenant cloud architecture, such that one of the server  26  instances handles requests from and serves multiple customers. Data centers  18  with multi-tenant cloud architecture commingle and store data from multiple customers, where multiple customer instances are assigned to one of the virtual servers  26 . 
     In a multi-tenant cloud architecture, the particular virtual server  26  distinguishes between and segregates data and other information of the various customers. For example, a multi-tenant cloud architecture may assign a particular customer identifier (ID) for each client (e.g., organization) in order to identify and segregate the data from each client. Generally, implementing a multi-tenant cloud architecture may suffer from various drawbacks, such as a failure of a particular one of the server  26  instances causing outages for all clients allocated to the particular server instance. 
     In another embodiment, one or more of the data centers  18  are configured using a multi-instance cloud architecture to provide every client its own unique client instance or instances. For example, a multi-instance cloud architecture may provide each client instance with its own dedicated application server and dedicated database server. In other examples, the multi-instance cloud architecture may deploy a single physical or virtual server  26  and/or other combinations of physical and/or virtual servers  26 , such as one or more dedicated web servers, one or more dedicated application servers, and one or more database servers, for each client instance. 
     In a multi-instance cloud architecture, multiple client instances may be installed on one or more respective hardware servers, where each client instance is allocated certain portions of the physical server resources, such as computing memory, storage, and processing power. By doing so, each client instance has its own unique software stack that provides the benefit of data isolation, relatively less downtime for clients to access the platform  16 , and client-driven upgrade schedules. An example of implementing a client instance within a multi-instance cloud architecture will be discussed in more detail below with reference to  FIG. 2 . 
     As discussed herein, the client instance may be associated with an organization or business that provides a product and/or business to one or more customers. As part of enhancing customer experience of a computer environment, such as those described above, an agent of the client (e.g., agent) may provide a solution or a resolution to a customer request received in the agent portal (e.g., a client portal to access the that access cloud computing services of  FIG. 1 ) by selecting a sub-case type selection in the display interface for the agent portal and applying the appropriate resolution. The agent (e.g., via a processor of the system) may also receive partial or complete pre-filled information for additional related sub-case type selections using data associated with the presently selected sub-case type selection. As will be discussed with respect to in  FIGS. 5-9 , field values and other data from one sub-case type selection may be used to truncate selection of related sub-case type selections and determine field values for respective resolutions. For example, and as will be discussed herein, the quick case type selection may be associated with a case base table, which may facilitate automating or filling at least some of the information for generating and resolving related sub-case type selections associated with a presently selected sub-case type selection. 
       FIG. 2  is a schematic diagram of an embodiment of a multi-instance cloud architecture  40  where embodiments of the present disclosure may operate.  FIG. 2  illustrates that the multi-instance cloud architecture  40  includes the client network  12  and the network  14  that connect to two (e.g., paired) data centers  18 A and  18 B that may be geographically separated from one another. Using  FIG. 2  as an example, network environment and service provider cloud infrastructure client instance  102  (also referred to herein as a client instance  102 ) is associated with (e.g., supported and enabled by) dedicated virtual servers (e.g., virtual servers  26 A,  26 B,  26 C, and  26 D) and dedicated database servers (e.g., virtual database servers  104 A and  104 B). Stated another way, the virtual servers  26 A- 26 D and virtual database servers  104 A and  104 B are not shared with other client instances and are specific to the respective client instance  102 . 
     In the depicted example, to facilitate availability of the client instance  102 , the virtual servers  26 A- 26 D and virtual database servers  104 A and  104 B are allocated to two different data centers  18 A and  18 B so that one of the data centers  18  acts as a backup data center. Other embodiments of the multi-instance cloud architecture  40  may include other types of dedicated virtual servers, such as a web server. For example, the client instance  102  may be associated with (e.g., supported and enabled by) the dedicated virtual servers  26 A- 26 D, dedicated virtual database servers  104 A and  104 B, and additional dedicated virtual web servers (not shown in  FIG. 2 ). 
     Although  FIGS. 1 and 2  illustrate specific embodiments of a cloud computing system  10  and a multi-instance cloud architecture  40 , respectively, the disclosure is not limited to the specific embodiments illustrated in  FIGS. 1 and 2 . For instance, although  FIG. 1  illustrates that the platform  16  is implemented using data centers, other embodiments of the platform  16  are not limited to data centers and may utilize other types of remote network infrastructures. Moreover, other embodiments of the present disclosure may combine one or more different virtual servers into a single virtual server or, conversely, perform operations attributed to a single virtual server using multiple virtual servers. For instance, using  FIG. 2  as an example, the virtual servers  26 A,  26 B,  26 C,  26 D and virtual database servers  104 A,  104 B may be combined into a single virtual server. Moreover, the present approaches may be implemented in other architectures or configurations, including, but not limited to, multi-tenant architectures, generalized client/server implementations, and/or even on a single physical processor-based device configured to perform some or all of the operations discussed herein. Similarly, though virtual servers or machines may be referenced to facilitate discussion of an implementation, physical servers may instead be employed as appropriate. The use and discussion of  FIGS. 1 and 2  are only examples to facilitate ease of description and explanation and are not intended to limit the disclosure to the specific examples illustrated therein. 
     As may be appreciated, the respective architectures and frameworks discussed with respect to  FIGS. 1 and 2  incorporate computing systems of various types (e.g., servers, workstations, client devices, laptops, tablet computers, cellular telephones, and so forth) throughout. For the sake of completeness, a brief, high level overview of components typically found in such systems is provided. As may be appreciated, the present overview is intended to merely provide a high-level, generalized view of components typical in such computing systems and should not be viewed as limiting in terms of components discussed or omitted from discussion. 
     With this in mind, and by way of background, it may be appreciated that the present approach may be implemented using one or more processor-based systems such as shown in  FIG. 3 . Likewise, applications and/or databases utilized in the present approach may be stored, employed, and/or maintained on such processor-based systems. As may be appreciated, such systems as shown in  FIG. 3  may be present in a distributed computing environment, a networked environment, or other multi-computer platform or architecture. Likewise, systems such as that shown in  FIG. 3 , may be used in supporting or communicating with one or more virtual environments or computational instances on which the present approach may be implemented. 
     With this in mind, an example computer system may include some or all of the computer components depicted in  FIG. 3 .  FIG. 3  generally illustrates a block diagram of example components of a computing system  80  and their potential interconnections or communication paths, such as along one or more busses. As illustrated, the computing system  80  may include various hardware components such as, but not limited to, one or more processors  82 , one or more busses  84 , memory  86 , input devices  88 , a power source  90 , a network interface  92 , a user interface  94  (e.g., a display interface), and/or other computer components useful in performing the functions described herein. 
     The one or more processors  82  may include one or more microprocessors capable of performing instructions stored in the memory  86 . For example, instructions may include instructions for generating rules for automatically mapping field values or other data for a selected a sub-case type selection to different and/or additional related sub-case type selections based on a case base table. The instructions may also include instructions for providing quick case type selections tailored to a particular agent (e.g., based on an agent identifier (ID) associated with the particular agent). Additionally or alternatively, the one or more processors  82  may include application-specific integrated circuits (ASICs), field-programmable gate arrays (FPGAs), and/or other devices designed to perform some or all of the functions discussed herein without calling instructions from the memory  86 . 
     With respect to other components, the one or more busses  84  include suitable electrical channels to provide data and/or power between the various components of the computing system  80 . The memory  86  may include any tangible, non-transitory, and computer-readable storage media. Although shown as a single block in  FIG. 1 , the memory  86  may be implemented using multiple physical units of the same or different types in one or more physical locations. The input devices  88  correspond to structures to input data and/or commands to the one or more processors  82 . For example, the input devices  88  may include a mouse, touchpad, touchscreen, keyboard and the like. 
     The power source  90  may be any suitable source for power of the various components of the computing system  80 , such as line power and/or a battery source. The network interface  92  may include one or more transceivers capable of communicating with other devices over one or more networks (e.g., a communication channel). The network interface  92  may provide a wired network interface or a wireless network interface. A user interface  94  may include a display that is configured to display text or images transferred to it from the one or more processors  82 . In addition and/or alternative to the display, the user interface  94  may include other devices for interfacing with a user, such as lights (e.g., LEDs), speakers, and the like. 
     With the preceding in mind,  FIG. 4  is a block diagram illustrating an embodiment in which a hosted instance  300  supports and enables the client instance  102 , according to one or more disclosed embodiments. More specifically,  FIG. 4  illustrates an example of a portion of a service provider cloud infrastructure, including the cloud-based platform  16  discussed above. The cloud-based platform  16  is connected to a client device  20 D via the network  14  to provide a user interface to network applications executing within the client instance  102  (e.g., via a client portal on the client device  20 D). Client instance  102  is supported by virtual servers  26  similar to those explained with respect to  FIG. 2 , and is illustrated here to show support for the disclosed functionality described herein within the client instance  102 . Cloud provider infrastructures are generally configured to support a plurality of end-user devices, such as client device  20 D, concurrently, wherein each end-user device is in communication with the single client instance  102 . Also, cloud provider infrastructures may be configured to support any number of client instances, such as client instance  102 , concurrently, with each of the instances in communication with one or more end-user devices. As such, single or multiple client instances  102  or the hosted instance  300  may provide a system for efficiently managing one or more requests for a customer by providing a quick case type selection on the display interface of the agent portal, as described herein. 
     To illustrate,  FIG. 5  is a flow diagram for extending information from a case type selection to one or more sub-case type selections, for example, on the display interface for the agent portal. As previously discussed, the selection process on the display interface for the agent corresponds to identifying topics and sub-topics in the workflow to identify the resolution or to assign tasks to be performed as part of resolving a customer issue. As shown, the flow diagram  500  includes a customer request  502  (e.g., a request from a customer of an organization or business) that may be generated in response to a customer contacting an agent of the organization (e.g., customer facing agent). The customer request  502  may include a request for support or service related to the particular customer. In a banking context, the organization may include a bank and the customer may include a person associated with one or more accounts with the bank (e.g., credit card account, debit card account, home loan account, automobile loan account, etc.). 
     Briefly, and as will be discussed in detail with respect to  FIG. 6 , an agent may select a category type selection  503  and a case type selection  504  on the display interface based on the customer request  502 . The case type selection  504  may be associated with one or more sub-case type selections  506  (e.g., a first sub-case type selection  506 A (sub-case type selection  1 ), a second sub-case type selection  506 B (sub-case type selection  2 ), a third sub-case type selection  506 C (sub-case type selection  3 ), and so forth). That is, resolving the case type selection  504  based on the customer request  502  may involve resolving or completing processes corresponding to the one or more sub-case type selections  506 . Each of the sub-case type selections  506  may be assigned to respective groups within the organization that perform respective processes to resolve the particular sub-case type selections  506 . 
     In some embodiments, the possible category type selections  503 , case type selections  504 , and/or the sub-case type selections  506  may be stored in a database  507 . The database  507  may also store one or more case base tables that indicate the horizontal and/or vertical relationships between category type selections  503 , case type selections  504 , and/or the sub-case type selections  506  to address the customer request  502 . Moreover, the database  507  may store customer information along with a customer identification (ID), for example, associated with the pending customer request  502 . In some embodiments, the database  507  may store a log or history of past or pending customer requests  502 , resolutions provided for the customer requests  502 , customer activity with the organization (e.g., communication between the customer and the agent), customer preferences, customer ID, and/or any other information that may provide insight into the customer&#39;s relationship with the organization and customer requests  502 . In some embodiments, the customer information may provide an indication of the most relevant sub-case type selection  506  for the agent to address the pending customer request  502 . The database  507  may also store information related to the particular agent, such as but not limited to, access rights for sub-case type selections  506 , skill level, work load bandwidth or capacity for resolving customer requests  502 , organization group associated with the agent, and other information that may be utilized when providing a subset of sub-case type selections  506  for the particular agent. 
     Continuing with the banking context, the case type selection  504  may include a request to resolve an issue of a lost credit card, which may be resolved by at least one sub-case type selection  506 . The selected sub-case type selection  506  may be associated with additional related sub-case type selections  506  stemming from the case type selection  504  of the lost credit card, such as the sub-case type selections  506  of closing the credit card account number, deactivating the credit card, opening a new credit card account number to replace the closed credit card account number, and/or issuing a new credit card. Different groups of the organization may perform different steps to complete these processes associated with the sub-case type selections  506  to ultimately resolve the customer request  502 . Specifically, middle office agents within the groups that do not have direct interactions with the customer may work on specific tasks and perform processes associated with the resolutions for the sub-case type selections. As will be described herein, linking and/or automatically filling in information for one or more related sub-case type selections  506  associated with a presently selected sub-case type selection  506  may facilitate efficiently resolving one or more customer requests  502 . In some embodiments, the front office agent that is customer facing may resolve the request with quick case selecting the sub-case type selection  506 , such that the front office agent performs the processes associated with the resolution rather than sending information for further processing by the middle office agent. 
     Moreover, providing a quick case selection of the sub-case type selections  506  and dynamically updating conditions for presenting options of sub-case type selections  506 , may also facilitate efficiently resolving the one or more customer requests  502 . Briefly, and as will be discussed in detail with respect to  FIG. 6 , conditions associated with generating a subset of sub-case type selections  506  for the particular agent may be updated, removed, and otherwise modified. These modifications correspondingly update the subset of sub-case type selections  506  presented to the agent on the display interface. Although the following descriptions describe linking sub-case type selections  506 , generating quick case type selections for sub-case type selections  506 , and/or updating conditions for quickly selecting the sub-case type selections, which represents a particular embodiment, the systems and methods described herein may additionally or alternatively apply to category type selections  503  and/or case type selections  504 . Additionally, although the following descriptions describe information as field values, such as a string of characters or numbers for fields related to the selection, which represents a particular embodiment, the systems and methods described herein may apply to other information. For example, other information may include, but is not limited to, data related to the customer agent, the organization, and/or the organization goals or priorities, and data related to the customer and/or similarly situated customers (e.g., same range of salary, address in the same state, etc.). 
     To illustrate the process for generating selections for sub-case type selections  506 ,  FIG. 6  depicts a process  520  for generating field mappings for sub-case types for the sub-case type selections  506 . The process  520  for generating selectable options on the display interface to receive the resolution to the customer request corresponds to a determination or identification of a category, case, and sub-case in the workflow process for identifying the resolution. As described herein, the process  520  describes generating the sub-case type selections  506  for agent selection on the display interface of the agent portal, and providing additional or related sub-case type selections  506  (e.g., not selected by agent) upon the selection of an initial sub-case type selection  506  based on a common case type selection  504 . That is, the workflow process involves identifying a case and automatically identifying related sub-cases. The subset of sub-case type selections  506  (e.g., selectable display options) may be narrowly tailored for the particular agent and/or group associated with the agent. In this manner, the agent may avoid unnecessarily navigating through a list of sub-case type selections  506  that the agent may not have access or authority to select. 
     While the process  520 , and other processes described herein (e.g., process  700  of  FIG. 10 ) is described according to a certain sequence, it should be understood that the present disclosure contemplates that the described steps may be performed in different sequences than the sequence illustrated or in parallel to one another, and certain described steps may be skipped or not performed altogether. In some embodiments, the process  520  may be implemented at least in part by executing instructions stored in a tangible, non-transitory, computer-readable medium, such as the memory  86 , using processing circuitry, such as the processor  82 . Additionally or alternatively, the process  520  may be implemented at least in part by circuit connections and/or control logic implemented in a cloud computing system  80 . In some implementations, the process  520  may be implemented by the server  26  of  FIG. 2 , which may be associated with an underlying hardware implementation that includes a memory  86  and processor  82 . 
     To generate the narrowly tailored subset of sub-case type selections  506  for agent selection, the process  520  may include the processor  82  determining (block  522 ) a case base table. The case base table may be stored in the database  507  or any suitable memory structure. In some embodiments, the case base table may include each defined customer request  502  (e.g., an issue, problem, activity, etc.), category type selection  503 , case type selection  504 , and sub-case type selection  506 . That is, for a category type selection  503 , the case base table may link available or defined related case type selections  504 , and for each case type selection  504 , the case base table may link each related sub-case type selection  506 . Thus, a case type selection  504  may be an extension of the case base table. The links may be based on relevance or a relationship between case type selections  504 , sub-case type selections  506 , and/or case type selections  504  and sub-case type selections  506 . For example, for a particular case type selection  504 , the agent may typically resolve multiple relevant sub-case type selections  506 . Thus, for a sub-case type selection  506 , the case base table may indicate a linkage to the other relevant sub-case type selections  506  based at least on the common case type selection  504  and/or common category type selection  503 . In other embodiments, each customer request  502  may be associated with a case base table, such that the database  507  stores multiple case base tables, each corresponding to a different issue, problem, activity, and so forth. 
     The process  520  may include the processor  82  determining (block  524 ) dynamic conditions for the particular agent to receive requests and/or access to selections. The conditions may include, but are not limited to, relevance for a group within the organization and/or access rights associated with the organization, group of agents authorized to select various sub-case type selections  506 , relevance and/or access rights for the agent ID for the sub-case type selections  506 , skill level of the particular agent, time of day when resolving the request, and/or level of workload associated with the particular agent. An administrator may define objects and fields for creating the conditions, associating one or more of the conditions for each of the sub-case type selections  506 , and evaluation of the one or more conditions. The evaluation may involve using logical operators, such as OR and/or AND. By way of example, if any one condition of multiple conditions are true in an OR evaluation for the agent and sub-case type selection  506 , then the sub-case type selection  506  may be enabled for selection. In some embodiments, the processor  82  may dynamically modify the conditions, such as by updating, changing, and/or removing the conditions and/or the objects and fields. For example, conditions may be modified according to changes in processes for resolutions and/or the skill level for the agent. Additionally or alternatively, the conditions may be modified based on machine learning and/or scheduling as set by the administrator. 
     By way of example, the agent may belong to a group that resolves tasks associated with a particular service or product corresponding to a subset of case types (e.g., case type selections  504  and/or sub-case type selections  506 ). As such, agents of the group may not have access to sub-case type selections  506  for a different, unrelated group. Thus, upon receiving the customer request  502 , the processor  82  may limit the quick sub-case type selections  506  to those enabled for access by the particular agent. As will be discussed in detail with respect to  FIG. 10 , the dynamic conditions for generating quick select sub-case type selections  506  may be based on a change in skill level or certifications for the agent. 
     The process  520  may include the processor determining (block  526 ) the subset of sub-case type selections  506  from the case base table based on the customer request  502  and the conditions. That is, the processor  82  may determine the options of category type selections  503 , case type selections  504 , and/or sub-case type selections  506  that may be presented to the agent on the display interface for the particular request. Based on the possible resolutions for resolving the particular customer request  502  and the conditions previously discussed (e.g., agent access rights to select particular sub-case type selections), the processor  82  may determine relevant category type selections  503 , relevant case type selections  504 , and/or sub-case type selections  506 . Narrowly tailoring the options to the subset may allow the agent to efficiently navigate through and select the relevant sub-case type selection  506 . Thus, the agent may avoid navigating through each possible selection associated with each customer request  502  in the system. 
     Additionally or alternatively to the conditions, the process  520  may utilize customer information for generating or filtering the selections for the subset. For example, based on a history of previous customer requests  502  associated with the customer ID for the particular customer (e.g., stored in the database  507 ), the processor  82  may determine the relevant sub-case type selections  506 . By way of example, the customer may have recently received a replacement card for a particular bank account, and thus, based on the history indicating issuance of a replacement card, the processor may determine that the customer is requesting a resolution for a task related to the replacement card (e.g., activating the replacement card, replacing a damaged replacement card, failed to receive replacement card by expected delivery date, etc.). Thus, the processor  82  may present the most appropriate sub-case type selections  506  on the display interface so that the agent may quickly select the sub-case type selection (e.g., single step, quick case type selection). In some embodiments, the processor  82  may generate a single sub-case type selection  506  based on the conditions associated with the sub-case type selection for the agent and the customer information. 
     The process  520  may include the processor  82  determining (block  528 ) a horizontal and/or vertical extension of selections for each of the selection types (e.g., case type selections  504  and/or sub-case type selections  506 ) extending from the case base table. As previously mentioned, the case base table may link related category type selections  503 , case type selections  504 , and/or sub-case type selections  506 . The linkage may be vertical (e.g., downstream from the category type selection  503 , to the various case type selections  504 , and/or to the sub-case type selections  506 ) and/or horizontal (e.g., between the category type selections  503 , the case type selections  504 , and/or the sub-case type selections  506 ). 
     By way of example, and as will be discussed in detail with respect to  FIG. 11B , if a customer requests help with a lost credit card, the agent may determine that the customer request  502  is associated with a category type selection  503  of “onboarding” and from this category, the agent may select a case type selection  504  of “order case” to place an order for a card, and from this case type selection  504  the agent may select a sub-case type selection  506  of “lost card.” The case base table may link a case type selection  504  of “order case” to another case type selection  504 , such as a case type selection  504  of “fraud case,” providing a horizontal linkage. In another example, the case base table may link case type selection  504  of “order case” to sub-case type selections  506  “new card,” “supplemental card,” “close card,” and so forth, providing a vertical linkage. In some embodiment, the case base table may link one or more case type selections  504  and one or more sub-case type selections  506  (e.g., both horizontal and vertical links). That is, upon a selection of a particular sub-case type selection  506 , the processor  82  may automatically trigger and fulfill processes associated with related sub-case type selections  506  based on the case base table. 
     In summary, the case base table links category type selections  503 , case type selections  504 , and/or sub-case type selections  506  that may be related to one another for resolving one or more customer requests  502 . By way of example, a group assigned to resolve a particular sub-case type selection  506  for a customer request  502  by performing processes for the resolution associated with the selected sub-case type selection  506  may also perform additional processes associated with other sub-case type selections  506  as part of a routine to completely resolve the customer request  502 . Thus, the case base table may extend a case type selection  504  to one or more case type selections  504  and/or to one or more sub-case type selections  506 , and a sub-case type selection  506  to one or more sub-case type selections  506 . The related category type selections  503 , the case type selections  504 , and/or the sub-case type selections  506  may be associated with pending requests and/or facilitate generating new requests for the related sub-case type selections  506 . Each of the sub-case type selections  506  may be associated with respective resolution with respective processes. In some instances, other groups may often resolve the related sub-case type selections  506 . Thus, the group assigned to resolve the selected sub-case type selection  506  and/or other groups assigned to resolve related sub-case type selections  506  may benefit from partial or complete automatically generated population of field values for the related sub-case type selections  506  (e.g., not selected by agent but linked in case base table) based on information gathered for the selected sub-case type selection  506 . 
     The processor  82  may associate (block  530 ) processes with each of the sub-case type selections  506 , for example, based on the horizontal and/or vertical extensions in the case base table. The processes may correspond to tasks associated with the customer request  502  or the resolutions, and may vary between groups assigned to fulfill the customer requests  502  and/or complete the resolutions. Since a selected sub-case type selection  506  may be related to additional sub-case type selections  506  based at least on a common case type selection  504  in the case base table, the respective processes associated with each of the resolutions for the sub-case type selections  506  may also be related. That is, at least some of the information provided for a selected sub-case type selection  506  may also be pertinent to related sub-case type selections  506  (e.g., not selected by agent but related and linked in case base table). Additionally, general information related to the customer ID, the agent, and/or other information associated with the common case type selection  504  may be pertinent for each sub-case type selection  506  branching from the case type selection  504  in the case base table. 
     Accordingly, the processor  82  may determine (block  532 ) field mappings for the processes of the selections. Specifically, the processor  82  may determine that at least one or more of the fields involved in the processes for a particular sub-case type selection  506  is the same or approximately the same as (e.g., corresponds to) one or more fields of processes of the related sub-case type selections  506 . The processor  82  may determine similar or different fields for each of the possible sub-case type selections  506 . As such, the customer and agent may benefit from automatically populating these fields with the same information. In this manner, the agent may avoid manually entering redundant information in the same one or more fields for the different processes and/or errors may be reduced where different information is erroneously entered for related cases. Moreover, automatically populating some or all of the information for related sub-case type selections  506  may concurrently resolve multiple customer requests  502  associated with each of the related sub-case type selections  506 . That is, the customer may have pending customer requests  502  that are related to the presently selected customer request  502 , and as such, the agent may resolve the corresponding related sub-case type selections  506  while resolving the selected sub-case type selection  506  for the customer request  502 . 
     The conditions for mapping the fields for the various related sub-case type selections  506  under the same case type selection  504  and category type selection  503  may be dynamically updated. Organizations or groups within the organization may update or modify processes associated with the category type selections  503 , the case type selections  504 , and/or the sub-case type selections  506 . Based on these changes, the processor  82  may correspondingly update the mappings (e.g., remap field mappings). For example, processes previously unrelated or unlinked in the case base table may become related and linked, and vice versa. Thus, at least some of the information for the fields associated with updated and related processes for the sub-case type selections  506  may include the same or approximately the same information. 
     Based on the field mappings (e.g., original or updated), information input in fields for a selected sub-case type selection  506  may be mapped to fields of related sub-case type selections  506 . By way of example, sub-case type selections  506  of “deactivate credit card” and “replace credit card” are both subclasses for the case type selection  504  of “lost credit card,” and thus, some of the field entries may include the same information. The information may include the customer ID, customer personal information (e.g., physical and email addresses), account information to be deactivated, approximate date card was misplaced, and so forth. As such, the processor may map field values between these sub-case type selections  506  for the information. 
       FIG. 7  is a flow diagram of a case base table  540  extending information from a case type selection  504  to sub-case type selections  506 . As shown, the case base table  540  includes a “lost credit card” case type selection  504 . The “lost credit card” case type selection  504  is vertically linked to a “complaint case” first sub-case type selection  506 A and a “credit card service” second sub-case type selection  506 B. In general, an administrative agent or administrator may map sub-case type selections  506  to a single case type selection  504 . For example, the “lost credit card” case type selection  504  may be associated with business loses for the organization, fraud transactions, replacement cards, and so forth, each corresponding to respective sub-case type selections  506  linked to the “lost credit card” case type selection  504 . An administrator may set mapping conditions for field entries or values (e.g., string of characters and/or numbers) from fields of a selected sub-case type selection  506  to fields of the related sub-case type selections  506  since they share a common case type selection  504 , indicating that they have at least some of the same information for respective fields. This way, the agent does not have to re-enter the same information or approximately the same information into the same or related fields for the related sub-case type selections  506 . That is, metadata from the selected sub-case type selection  506  is mapped to the related sub-case type selections  506 . In some instances, the related sub-case type selections  506  may be unavailable to the agent and/or running in the background for the selected sub-case type selection  506 . Additionally, when resolving a request and selecting the sub-case type selections  506  on the display interface, the processor  82  may not notify the agent of the automatic implementations of selecting the related sub-case type selection  506  and the field mappings. 
     Thus, the information automatically or manually entered for the “complaint case” first sub-case type selection  506 A may be mapped to corresponding fields for the “credit card service” second sub-case type selection  506 B. By way of example, this information may include the customer name, a title “lost credit card” for the case, address for the customer, etc. In some instances, the “complaint case” first sub-case type selection  506 A and the “credit card service” second sub-case type selection  506 B may be managed by different groups within the organization and thus, may perform different processes or steps to resolve the respective sub-case type selection  506 . By automatically populating or prefilling field values for the “credit card service” second sub-case type selection  506 B with the metadata of the “complaint case” first sub-case type selection  506 A, the group may streamline the processes or perform less steps than would be utilized in a manual entry process (e.g., reentering the same information or similar information for the field values). 
       FIG. 8  is a block diagram of a graphical user interface (GUI)  560  in an administrative view for the administrator, depicting an association of a case type selection  504  to sub-case type selections  506  of the case base table  540  of  FIG. 7 . The administrator may generate, update, and/or modify case base tables  540  in the administrative view of a portal (e.g., accessed using administrative credentials) on the GUI  560 . Specifically, the administrator may define logic for implementing the mappings of a case base table  540 . Here, the administrative agent is viewing parameters for a record for a “finance_case” case type selection  504 . The record includes the “finance_case” case base table  540  associated with a “general” category type selection  503 , a “state” sub-case type selection  506 , and a description of “case type to manage the finance aspects of business.” 
     The administrator may link or associate one or more sub-case type selections  506  for the “finance_case” case type selection  504 . In the depicted embodiment, the administrative agent links a “loan_processing_finance_case” first sub-case type selection  506 A with the “finance_case” case type selection  504  that may be associated with loan processing procedures assigned to a loan processing group. The administrative agent also links a “cred_card_processing_finance_case” second sub-case type selection  506 B with the “finance_case” case type selection  504  that may be associated with credit card processing procedures assigned to a credit card processing group. As indicated by the dashed line box, both the sub-case type selections  506  are associated with the same case base table  540  for the same “finance_case” case type selection  504 . 
     As indicated by the solid line box, the administrator may also set field values  562  (e.g., logic parameters) for each of the sub-case type selections  506 . That is, the administrative agent may set the number of sub-case type selections  506  corresponding to the case type selection  504 , field mappings to related case type selections  504  and/or the sub-case type selections  506 , and so forth, upon selection of the case type selection  504  and/or the sub-case type selection  506 . Specifically, an administrative agent may define logic to extend predefined fields and/or field values  562  from a case base table  540  to the case type selection  504  and/or sub-case type selections  506 . By setting the field values, the attributes defined as the field values for the case type selection  504  may automatically extend and populate the same field values for fields of the sub-case type selections  506  extending from the case type selection  504 . 
     To illustrate,  FIG. 9  is a block diagram of the GUI  560  for setting field values  562  for the case type selection  504  of the case base table  540  of  FIG. 8 . In particular, the administrator may set one or more fields and/or field values  562  for the fields to resolve a selected case type selection  504  and/or a sub-case type selection  506 . That is, the administrator may select different fields and enter corresponding field values  562  (e.g., string of characters and/or numbers) to associate with the case type selection  504  and/or sub-case type selection upon agent selection. The administrative agent may update (e.g., add or remove) the fields to associate the case type selections  504  and/or the sub-case type selections  506 , and may also update the corresponding field values  562 . 
     By way of example, upon a modification or update of the depicted “finance case” case base table  540 , the fields and field values  562  for associated sub-case type selections  506  may automatically populate and correspondingly update. In the depicted embodiment, the administrator sets the field values  562  of a priority level (e.g., 1-critical (depicted), 2-moderate, 3-low, etc.), assigned to one or more particular agents, assigned to an assignment group, impact level the case type selection  504  may have on the organization (e.g., business impact), category type selection  503 , due date, and/or state (e.g., new or existing). The administrative agent may continue to add or remove as fields (e.g., “choose field”) to associate with the sub-case type selection  506 . In the current embodiment, the administrative agent sets the field value of priority level to “1-critical”, assigned to “John Smith,” assignment group to “Alabama Team,” business impact to “very critical,” category type selection  503  to “issue,” due date to “2020-08-31 06:00:00,” state to “new,” and manage case type to “finance_case.” 
     Thus, upon a selection of “finance_case” case type selection  504  or a sub-case type selection  506  stemming from the “finance_case” case type selection  504 , the processor  82  may automatically generate a resolution or guidance with these fields and values (e.g., tasks and/or associated processes having a critical priority, assigned to John Smith on the Alabama team, having a very critical impact on the business, categorized as an issue, due on Aug. 31, 2020 at 6 AM, and having a new state). In this manner, a processor  82  may automatically apply the applicable field values  562  for a selected sub-case type selection  506  by mapping field values  562  from a parent case type selection  504  from which it extends when a customer agent selects the sub-case type selection  506 . As such, the field mappings from the case type selection  504  to the sub-case type selections  506  may facilitate a quick resolution for a customer request  502  without the agent having to re-enter information for the case type selection  504  and/or performing additional button clicks, and so forth. 
       FIG. 10  is a process  700  for resolving one or more customer requests  502  based on information extended from a case type selection  504 . As shown, the process  700  may include a customer agent (e.g., front office agent interfacing with the customer) accessing (block  702 ) an organization agent portal using agent criteria. That is, the agent may access the portal using agent credentials, such as an agent ID and password. The agent credentials may be associated with access limitations, such that the agent may be restricted to resolving particular customer requests  502  and/or able to select particular sub-case type selections  506  (e.g., based on present skill set). 
     After accessing the portal, the agent may receive (block  704 ) a customer request  502  from a customer via the portal. The customer request  502  may be associated with a complaint, an issue, a problem, and so forth, for which the customer agent may receive a guidance to perform one or more steps or processes, to resolve the customer request  502 . 
     Based on the customer request  502  (e.g., with associated customer information) and conditions associated with the particular agent ID and sub-case type selections  506 , the agent may view (block  705 ) a subset of sub-case type selections  506 . That is, the agent my receive options of sub-cases to select on the display interface rather than making selections for higher level topics to ultimately view the sub-case type selections. In some embodiments, and as previously mentioned, the agent my receive options of sub-cases based on a customer identification (ID) for the customer (e.g., a customer of the organization). That is, the processor  82  may associate the sub-case type selections  506  with the customer ID to generate the subset of sub-case type selections  506 . The processor  82  may link a presently selected sub-case type selection  506  and/or additional sub-case type selections  506  (e.g., not selected but relevant and associated in a case base table  540 ) with the customer ID. Associating multiple sub-case type selections  506  to the customer ID may facilitate a quick identification of pending requests, previous requests and corresponding resolutions for sub-case type selections  506 , and so forth, associated with the customer by a search for requests and/or resolutions with the customer ID. Moreover, the customer ID may indicate a pattern associated with the customer (e.g., the customer associated with the customer ID often loses bank cards and typically requests a replacement card), and that may facilitate generating and/or automatically resolving additional sub-case type selections  506 . 
     To receive the resolution guidance, the customer agent may select (block  706 ) a sub-case type selection  506  from the subset on the display interface. In some embodiments, the agent may select a category type selection  503 , a case type selection  504 , and then a sub-case type selection  506  (e g, manual selection of the sub-case type selection  506 ). In other embodiments, the processor  82  may provide a quick case type selector, such that the customer agent may select the sub-case type selection  506  in a single selection or in fewer steps than the manual selection (e.g., skip selection of the category type selection  503  and/or the case type selection  504 ). Thus, the semi-automated selection of the sub-case type selection may quickly resolve the customer request  502 . As previously discussed, upon the selection of the sub-case type selection  506 , whether via a manual or quick case type selection, the field values  562  for the processes may be automatically populated based on the case base table  540 , such that information for the case type selection  504  of the case base table  540  automatically extends for the selected sub-case type selection  506  to the related sub-case type selections  506 . 
     After the sub-case type selection  506 , the agent may complete (block  708 ) the processes associated with the selected sub-case type selection  506  to resolve the customer request  502 . Specifically, the agent may be the customer facing agent communicating with the customer by using the portal to address the customer request. In some embodiments, the agent may assign the task to another agent (e.g., middle office agent of a particular group) that completes the processes. 
       FIG. 11A  is a block diagram of a multiple step sub-case type selection  720 , in which the agent may select the sub-case type selection  506  after performing a selection at each of the higher level selection types within a hierarchy of selection types (e.g., the category type selection  503  and case type selection  504 ). As shown, an agent may first select a category type selection  503  from a drop down menu in the agent portal. Based on the category type selection  503 , one or more case type selections  504  may be presented in a corresponding drop down menu. In the depicted embodiment, the agent selects “all” category type selection  503  to view all case type selections  504  (e.g., rather than narrowing the options for the case type selections  504  by selecting a particular topic for the category type selection  503 ). Here, the drop down menu for the case type selections  506  includes an “order case” first case type selection  504 A, which is associated with an “onboarding” category type selection  503 . The drop down menu also includes an “order case” second case type selection  504 B, which is associated with an “orders” category type selection  503 . Upon selecting either of the case type selections  506 , the processor  82  may present a sub-set of case type selections  506  for selection and/or the agent may manually input the sub-case type selection  506 . 
     However, using the systems and methods described herein, the processor  82  may present the subset of sub-case type selections  506  to the agent on the display interface for quick select, or in a single step (e.g., skipping selection of the category type selection  503 ). To illustrate,  FIG. 11B  illustrates the quick case type selection  740 . In the depicted embodiment, the agent selects the “order case” first case type selection  504 A, which results in a subset of sub-case type selections  506 . As shown, the sub-case type selections  506  include a “lost card” first sub-case type selection  506 A, a “new card” second sub-case type selection  506 B, a “supplemental card” third sub-case type selection  506 C, and a “close card” fourth sub-case type selection  506 D. 
     As previously discussed, based on the selection of one of the sub-case type selections  506  to determine a resolution for the customer request  502 , the other sub-case type selections  506  in the subset for the common case type selection  504  may be related sub-case type selections  506 , such that information (e.g., metadata for field values  562 ) from the selected sub-case type selection  506  automatically generates requests for the other sub-case type selections  506  to be executed in a particular order or concurrently. By way of example, the related sub-case type selections  506  include the other sub-case type selections  506  presented in the subset. However, as previously discussed, based on the he vertical and/or horizontal relationships of the selections in the case base table  540 , additional sub-case type selections  506  may be related sub-case type selections  506 . The information from the selected sub-case type selection  506 , such as the field values  562 , may also automatically populate for the processes for the other sub-case type selections in the subset of the sub-case type selections  506 . Moreover, and as previously discussed, field values  562  from the common case type selection  504  (e.g., “order case” case type selection  504 ) may also automatically populate for the selected sub-case type selection  506  and the related sub-case type selections  506 . Thus, the field mappings of the field values  562  may be vertically and/or horizontally mapped. 
     As previously mentioned, the administrator may set a workflow of selections presented to the agent resolving the customer request  502  on the display interface. Specifically, the administrator may define logic that presents (e.g., displays) manual or quick select options for the sub-case type selections  506  (e.g., the subset of sub-selections  506 ). As previously discussed, the quick select options may be based on one or more conditions, such as agent credentials indicating authorization to resolve certain customer requests  502 . Moreover, the conditions or logic may be reconfigurable, such that the conditions for the quick select may be updated, modified, removed, and so forth. 
     Dynamically updating the logic for the quick selector may be beneficial as the agent develops different skills over time. By way of example, an agent may be authorized to resolve three cases a day and thus, after resolving three cases, the agent may no longer have access to select a sub-case type selection  506  to resolve a fourth customer request  502 . However, after a predetermined time, the administrative agent may update the quick select conditions to allow the customer agent to resolve more than three customer requests. Similarly, as the customer agent acquires new skills in various areas or joins multiple teams, the administrator may update the quick select conditions to allow the agent to resolve multiple different types of customer requests  502 , such that more options may be available in the sub-case type selections  506  for the agent. 
     In some instances, and as previously mentioned, the dynamic conditions for the quick selector may be based on machine learning. The processor  82  may use machine learning to determine and make changes for the customer agent as the customer agent acquires experience or certifications, and is eligible to work on more matters. By way of example, the machine learning may consider particular metrics for a sample size and similarly situated agents, and determine changing conditions to authorize the agent to have access to certain sub-case type selections  506  and update the workflow accordingly. Dynamically updating conditions for the quick selections, such as based on machine learning, may benefit both the organization and the customer agent. The organization may benefit from retaining present employees to perform the additional processes for the sub-case type selections, automatically update conditions using machine learning to efficiently update an agent selection process, and so forth. The agent may benefit from the dynamic updates by having additional tasks to perform based on the new skill set. Machine learning may also provide a recommendation for a selection, such as case type selection  504 . In particular, machine learning may predict the case type selection  504  based at least on one or more letters input into a case type selection dialog box on the display interface of the agent portal. By way of example, as an agent inputs “car” into the dialog box, the processor  82  may present case type selections  504  for “card.” 
     Enabling a quick case type selection for the case type selections  504  and/or the sub-case type selections  506  may allow the agent to take fewer steps to ultimately select the sub-case type selection  506  than the number of steps taken to first select a category type selection  503 , which may be associated with a lengthy list of categories that are irrelevant to the agent and the customer request  502 . In some embodiments, the quick case type selection may enable selection of a sub-case type selection  506  (and automatic selection of related sub-case type selections  506  for the common case type selection  504 ) in a single step. Moreover, in some embodiments, mapping field values  562  using a case base table  540  that indicates relationships between the category type selection  503 , case type selections  504 , and the sub-case type selections, may facilitate efficiently managing one or more requests  502  with related sub-case type selections  506  by automatically populating common information. 
     The specific embodiments described above have been shown by way of example, and it should be understood that these embodiments may be susceptible to various modifications and alternative forms. It should be further understood that the claims are not intended to be limited to the particular forms disclosed, but rather to cover all modifications, equivalents, and alternatives falling within the spirit and scope of this disclosure. 
     The techniques presented and claimed herein are referenced and applied to material objects and concrete examples of a practical nature that demonstrably improve the present technical field and, as such, are not abstract, intangible or purely theoretical. Further, if any claims appended to the end of this specification contain one or more elements designated as “means for [perform]ing [a function] . . . ” or “step for [perform]ing [a function] . . . ”, it is intended that such elements are to be interpreted under 35 U.S.C. 112(f). However, for any claims containing elements designated in any other manner, it is intended that such elements are not to be interpreted under 35 U.S.C. 112(f).