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.