Case type selector
The case type selector enables customer service agents to quickly and easily create the right kind of case for a contact or consumer by selecting from a list of available case types or services.
Overview
The case type selector is a component that provides agents with the ability to select the appropriate case type or service when creating a case. For example, an agent can use the case type selector to do the following:
- Select a case type and create a case of that type.
- Select a product from a list of products owned by the customer and create a case for that product.
- Select a service and create a case for that specific service.
The selections that an agent can make is determined by the case type selector configuration. The system administrator can configure different versions of the case type selector by setting properties. The different versions include:
- Multi-select (default)
- single-select
- Product Service select
Multi-select version of the case type selector with fields for selecting a category and case type
Using the case type selector
The system displays the case type selector when an agent creates a case from a list or a record.
| Agent action | Description |
|---|---|
| Select New | Select this action from case lists and case type lists such as My Cases or My Complaint Cases. |
| Select Create Case | Select this action from the following records:- Interaction - Account - Contact - Consumer - Sold Product - Install Base Item - Case - Child Case |
Some declarative actions available with the Customer Service Case Types plugin are disabled by default. For more information, see Configure case type declarative actions.
Case type selector versions
Different versions of the case type selector are available for agents to use. The system administrator can configure system properties to determine the version of the case type selector that is presented to agents.
| Version | Description |
|---|---|
| Multi-select | With the multi-select version, the agent selects a case type and optionally selects a category to narrow the available choices before creating a case. A category subtype field can also be configured. This field can be a choice list field or a reference field from the Case Type table. Note: If a subtype has not been configured for a case type, the subtype field is not displayed. The multi-select version of the case type selector is the default functionality. For more information, see Select a category and subtype for a case type. |
| Single-select | With the single-select version, the agent selects a case type from a list of available case types and creates a case with one click. The system uses configured field mapping to fill in some of the fields on the Case form. The display of the single-select version is controlled by the sn_csm_case_types.case_type_single_field_select system property.
Note: The single-select version is only available in CSM Configurable Workspace. For more information, see the following topics: |
| Product Service Select | With the Product Service Select version, the agent selects a product and/or a service to create a case. For more information, see Product Service select version of the case type selector. The display of the Product Service Select version is controlled by the sn_csm_case_types.service_definition_select system property.
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Case type select properties
The following properties determine which version of the case type selector is presented to agents.
| Property | Description |
|---|---|
| sn\_csm\_case\_types.case\_type\_single\_field\_select | Set this property to true to enable the case type single select feature in CSM Configurable Workspace. When enabled, an agent can use this feature to create a case of a specific type with a single selection in the case type selector.- Type: true \| false - Default value: false - Location: System Property [sys_properties] table |
| sn\_csm\_case\_types.service\_definition\_select | Set this property to true to enable the Product Service Select version of the case type selector in CSM Configurable Workspace. When enabled, an agent can use this version to create a record based on the selected product or service.
This property overrides the sn_csm_case_types.case_type_single_field_select property.
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| sn\_csm\_case\_types.service\_definition\_select\_count | Determines the number of the products and services displayed in the Product Service Select version of the case type selector.- Type: integer - Default value: 25 - Location: System Property [sys_properties] table |
Configuring service definitions for cases and case tasks
The system administrator creates the service definitions for cases and case tasks, along with their relationships. The service definition manager and service definition admin can also create these service definitions and relationships.
For case task service definitions, the system administrator can include logic and default field values that the system uses when creating the case tasks. For more information, see Configuring service definitions.