Configuration: Case
This screen controls general settings and behaviors of the Case page.
Additional Case Security Settings
Field | Description |
|---|---|
Concurrently Open Case | This option allows you to choose what happens when a user tries to open a case that is currently being edited by another user. The possible choices are as follows:
Administrators can use the Cases Being Edited utility to manually clear the edit flags on individual cases. |
Security Column | Select a B-code to use as the security column on a case. See below for a description of this functionality. |
User Attribute Column | Select a U-code to use as the matching security field in the user settings. See below for a description of this functionality. |
Send Security Warnings To | If an action requires an electronic signature, the user must enter the appropriate password. If the user enters an invalid password, a message will be sent to the user entered in this field informing them of a potential security risk. The value in this field can be either an email address, or a MessageCenter user ID. |
Survey Settings
Field | Description |
|---|---|
Show Case-Related Surveys | Select this option to determine the surveys included in the survey list. If you select this check box, the system returns all surveys related to a case and the callers address. Refer to Show Address-Related Surveys for how surveys are included based on that check box and this check box. If you clear the check box, the system only returns surveys related to the current caller's address. For example, if the check box is cleared and the caller's address is changed, then all surveys added to the case under the original address are not displayed. Only the surveys added under the new address appear. |
Show Address-Related Surveys | This option, along with the Show Case-Related Surveys option, determines how surveys are displayed on a case.
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Survey Publishing URI | Enter the web address for the Emplifi survey service. This information is provided by your Emplifi Customer Success Manager or by contacting Emplifi Support. For more information about support, seeFeedback and Technical Support. |
Survey Results Email Address | If results are to be returned by email, enter the email address where the survey results are to be sent. |
Miscellaneous Settings
Field | Description |
|---|---|
Enable Audit Trail | Select this option to turn on the Audit Trails feature. This can be used to track changes made to specific fields on a case. For more information, see Audit Trails Administration Overview. |
Enable Access Audit Trail | When this option is selected, users with Audit Trail permission can view a list of users who have viewed a case, and the date and time it was viewed. |
Check for Pending Actions on Case Open | When this option is selected, the system automatically checks for any pending actions each time a case is opened, and it will ask the user if they want to complete these actions. |
Check for Pending Actions on Case Close | When this option is selected, Emplifi Agent automatically checks for any pending actions when the user changes the case status to closed. A Pending Actions window will ask the user if they want to complete these actions. |
Show Completed Actions By Default | When selected, completed actions are shown on a case. |
Prompt for Suggested Letters | Select this option to have Emplifi Agent automatically suggest letters based on case data. |
Restrict Queue Actions | If an action is defined as a queue-based action, selecting the Restrict Queue Actions option causes Emplifi Agent to verify that the specified "Referred to Rep" is defined as a queue, not as a system user. |
Case Merge Source Action | Select an Action Type Code that will be automatically posted to the source case during a case merge operation. For information about action type codes, see Defining Action Type Codes. See the topic on Case Merge Overview for more information.
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Case Merge Destination Action | Select an Action Type Code that will be automatically posted to the destination case during a case merge operation. For information about action type codes, see Defining Action Type Codes. See the topic on Case Merge Overview for more information. |
Default View for Open Address Function | From a case if a column is defined as associated with an address (for example, Store), the shortcut menu for this column allows the user to open the address directly. This column indicates which view on the address is opened by default. This needs to be the name of the view on the address window: AddressEditAddress, AddressEditExtended, AddressEditSharedHistoryList, AddressEditAffiliateList, AddressEditLandmarkList, AddressEditOrderHistoryList, AddressEditCaseHistoryList, AddressEditIssueHistoryList, AddressEditActionHistoryList, AddressEditAccountHistoryList. |
Default Action Issue | Set the default action to have an issue sequence of Current (current issue), None (no issue), or 1 (first issue). |
Search for Recent Cases First | When this option is selected, a search looks through more recent cases before going to older ones. |
If the merge is being done from a new case, and that case has not yet been saved (in other words, no Case ID has been assigned), neither the Source nor Destination actions will execute.Enclosure Settings
Field | Description |
|---|---|
Allow Enclosure Splits | Select this option to allow enclosure amounts to be split, usually for different account codes. |
Enclosure Limit (by User) Time Frame | Defines the time frame that is used in user maintenance when defining the enclosure limit time period. This in turn is used to limit the amount that a user can send out over a given period. |
Data Recovery Settings
The Data Recovery feature allows Emplifi Agent to save recovery data for case. If there is a system failure, the browser closes, or the case is dismissed before it is saved, this feature allows users to recover some or all of the data that was entered on a new or existing case.
Field | Description |
|---|---|
Allow Data Auto Recovery | Select this check box to turn on the Data Auto Recovery feature. |
Color and Font Control
To specify how to format Mandatory and Important category codes and InfoCenter alerts in Emplifi Agent, refer to Changing Colors for Mandatory or Important Fields.
Case Restriction Security
This feature is used to allow certain users access to cases only at specific times. Following are the basic steps to use this feature:
Assign a B-code to use as the security column, above.
Control the value of the B-code through actions or other similar means.
Users who are assigned to this configuration will only be able to open cases if the current value of the B code on the case matches the U code that is set up on their user settings.
The B code and U code should be set up so that one of them is "Same as" the other (in other words, they both have the same codes).
Sample Usage Scenario
The ACME Company uses an external Quality Assurance group that must review any case before merchandise can be sent to a customer. Members of the QA group should be allowed to access cases only when the case is in a "ready to be sent" state. They should not be able to access a case at any other time in its life cycle.
To accomplish this goal, you would begin by creating a configuration specifically for the members of the QA group. You would create a B-code called "Process Status" whose possible values would be things such as "Ready To Send," "Preparing," and "Sent." You would also create a U-code that uses the same codes.
On each QA user, you would set the U-code value to "Ready To Send."
You would set up an Emplifi Agent queue for items that are ready to be QA'd. You would create a Transfer Action for transferring items to this queue. That action would automatically set the "Process Status" to "Ready To Send." At that point, the QA users would be able to open the case.
When the QA user is finished reviewing the case, they would post another action which would change the "Process Status" to another value. Once that happens, the QA users would no longer be able to open this case.