Adding and configuring case source types

A case source type is used to identify the source of an issue, like phone, email or Ask HR. 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. Login as CM setup administrator.
  2. Select Administration > Case Management Admin.
  3. Click Configurable Lists.
  4. Click Sources.
  5. To configure a source, click the source and modify the information in the fields.
  6. To add a source, click Add Source and specify this information:
    This value does not display to end users. If your system is set up for multiple languages, then the best practice is to use an English word here and then use that same English word as the code for each translation.
    Type the name. This name is displayed everywhere that the priority level is shown.
    Type the number that corresponds to the item’s order in the list. Changes to the order are shown when you refresh the list.
    Select the locale. The locale includes language and country.
    Set the visibility of the value in the menu. Select No to show the value or Yes to hide the value.
  7. Click Add or Update.