Configuring quick cases

  1. Select Populations > Topics > Quick Cases.
  2. Click Create to add a new quick case or double-click a quick case in the list to edit it.
  3. In the Properties tab, specify this information:
    Description
    Specify the description of the quick case for internal reference.
    Active
    Select this option to make the quick case available to users.
    Classification
    Specify the template class. When templates are classified, agents can more easily identify the preferred template when creating a quick case.
    Order
    Specify the item’s order in the quick case drop-down list.
  4. Specify the roles that have access to the quick case in the case form menu list.
  5. Click Save.
  6. In the Standard Fields tab, specify this information:
    Topic
    Specify the topic with which the case is associated. Topics help determine case routing.
    Category
    Specify the category with which the case is associated. Categories help determine case routing.
    Subcategory
    Specify the subcategory with which the case is associated. Subcategories help determine case routing.
    Subject
    Specify the subject with which the case is associated.
    Issue
    Describe the case.
    Priority
    Select a value that indicates the urgency of the quick case.
    Note
    Add notes to the case if necessary.
    Make Note Resolution
    Specify if this case can be submitted as a resolution.
    File
    To add an attachment, specify a file.
    File Name
    Specify the file name that is shown in the application.
  7. In the Custom Fields tab, specify this information:
    Hire Date
    Specify the date the employee was hired.
    Class A
    Class B
    Best Time To Contact
    Specify the best time to contact the employee.
    Best Contact #
    Specify the best phone number for the employee.
    Alternate Email
    Specify the employee's alternate email address.
  8. In the Populations tab, click Add.
    Population
    Specify the populations that have access to the quick case.
  9. Click Save.