Case Access Audit Trails are activated on a per-configuration basis.
To activate Case Access Audit Trails:
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In the Application Function Bar, select Administration > Configuration Settings.
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Open the configuration for which you want to activate audit trails by double-clicking on it.
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On the Configuration bar, select Case. For details, see Configuration: Case.
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Under the Miscellaneous Settings section, select the Enable Access Audit Trail check box.
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Click Save.
Depending on your settings, users may need to close out of Emplifi Agent and restart before the change will take effect.