Adding and configuring case source types

A case source type is used to identify the source of an issue. For example, phone, email, or a self-servce module. The source is set on the case form when a case is created. You can add case source types that agents can select in the case form. If your organization offers multiple languages, then you must add a translation for each source type.
  1. Select Administration > Setup.
  2. In the Primary pane, click Configurable Lists & Sets.
  3. Click Sources.
  4. Click Create.
    To configure an existing record, click the field to edit it and specify your changes.
  5. Specify this information:
    Source
    Specify the name of the source, This name is used throughout the application.
    Description
    Specify a description of the source for reference.
    Order
    Specify the position of the source when it is displayed in a list of sources.
    Is Default
    Select this option to make the source the default option.
    Active
    Select Yes to make the source available in the system.
  6. Click Save.