Quick cases

A quick case is a case form that includes pre-populated values for commonly reported issues. Agents can use quick cases to reduce data entry time and promote consistency when completing cases.

When you configure quick cases 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.

Configuring quick cases

  1. Log 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 configure.
  5. Click the Properties tab.
  6. Specify this information:
    Population
    Specify the population to which the quick case applies.
    Name
    Specify the name of the quick case.
    Description
    Provide the description of the quick case for internal reference.
    Class
    Specify the template class to help agents identify the preferred template when creating a quick case.
    Order
    Specify 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
    Set any of the scope options to Yes to make the Topic and Subject fields editable in quick cases. Set to No to make the Topic and Subject fields non-editable.
  7. Click Standard Fields.
  8. Specify this information:
    Topic
    Specify the topic associated with the case for case routing.
    Secure
    Set to Yes to make the case visible only to members of the service group to which the case is assigned. An unsecured case is visible to any service center user that serves the employee's population.
    Category
    Select the category with which the case is associated for 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
    Select a subcategory with which the case is associated for case routing.
    Subject
    Specify the subject with which the case is associated.
    Issue
    Provide a case description.
    Priority
    Select a value that indicates the urgency of the quick case.
    Case Notes
    Provide 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
    Specify the date the employee was hired.
    Class A
    Class B
    Best Time To Contact
    Provide the best time to contact the employee.
    Best Contact #
    Provide the best phone number for the employee.
    Alternate Email
    Specify the employee's alternate email address.
  11. Click Add or Update.

Exporting quick cases

You can export all available Quick Cases to a .CSV file.

  1. Log in as CMsetup administrator.
  2. Select Administration > Case Management Admin > Quick Cases.
  3. Click the export icon.