Configuring quick cases

A quick case is a case form that includes pre-populated values for commonly reported issues. Quick cases help reduce data entry time and promote consistency in how cases are completed.

If quick cases are configured for the population selected on the case form, self-service employees and service users can select a quick case from the Quick Case menu. If quick cases are not configured for the selected population, the Quick Case menu is not displayed.

  1. Sign in as CMsetup administrator.
  2. Select Administration > Case Management Admin.
  3. Click Quick Cases.
  4. Click Add Quick Case or select a quick case to edit.
  5. Click the Properties tab.
  6. Specify this information:
    Population
    The population to which the quick case applies.
    Name
    The name of the quick case.
    Description
    The description of the quick case for internal reference.
    Class
    The template class to help agents identify the preferred template when creating a quick case.
    Order
    The order of the item in the quick case drop-down list.
    Select From
    Specify any self-service module and the service user case form from which users can select the quick case. If none of these is set to Yes, then the quick case is not available.
    Editable
    Configure whether users can edit the Topic and Subject fields in quick cases. Each quick case created through Ask HR, HR Ask HR, Mgr Ask HR, and Case has its own switch that you can set with these options:
    • Yes: You can edit the Topic, Subject, and Issue fields when using quick cases. This option is the default setting.
    • No: You can only edit the Issue field. The Topic and Subject fields are non-editable when using quick cases.
  7. Click Standard Fields.
  8. Specify this information:
    Topic
    The topic with which the case is associated. Topics help determine case routing.
    Secure
    You can make the case visible only to members of the service group to which the case is assigned. An unsecured case is visible by any service center user that serves the employee's population.
    Category
    The category with which the case is associated. Categories help determine case routing.
    SLA Hour(s)
    Specify the number of business day hours between the time a case is created and the time it is due. This value includes the created date. For example, 16 hours translates to two eight-hour days.
    Subcategory
    The subcategory with which the case is associated. Subcategories help determine case routing.
    Subject
    The subject with which the case is associated.
    Issue
    Describe the case.
    Priority
    Select a value that indicates the urgency of the quick case.
    Case Notes
    Add notes to the case, if necessary.
    Make Resolution
    Specify if the case can be submitted as a resolution.
  9. Click Custom Fields.
  10. Specify this information:
    Hire Date
    The date the employee was hired.
    Class A
    Class B
    Best Time To Contact
    The best time to contact the employee.
    Best Contact #
    The best phone number for the employee.
    Alternate Email
    The employee's alternate email address.
  11. Click Add or Update.