Related Cases: ESP Setup
The Related Cases feature allows an agent to view information from other cases related to the case they are working on or view a list of cases they are responsible to handle. An administrator will enable this feature by configuring one or more Case Listing Reports with dynamic filters using Address/Caller (A codes), Case (B codes), Issues (C codes), and/or Product Atttributes (E codes). The report will display as a link on the InfoCenter, Caller, Product, or Store ESP cards. These steps are detailed below. After enabling the feature, the agent can trigger an ESP card that will display the link to the related case information.
Common Uses for Related Cases
The following are just a few examples for choosing to enable the Related Cases feature. This can be used to:
View other recent service complaints for the current location.
Provide quick access to similar cases for reference purposes. For example, an agent can see how other agents have dealt with the same issue.
Provide a process for handling product complaints.
Displaying Related Cases on InfoCenter ESP Card
The following steps must be completed to implement the Related Cases feature. Links are provided to appropriate topics with more information.
To set up Related Cases on InfoCenter:
Create a Case Listing Report. Be sure to:
Add filter(s) for A-codes, B-codes, C-codes, and/or E-codes.
Save the report as a Favorite. For information about how to save the report as a Favourite, see Creating Favorites. This Favorite must be a "shared favorite". On the Save as Favorite window, you must select the Shared option and select the Dynamic Favorite checkbox. We recommend adding a note to the textbox with a description of the report. This will help you recall why the report was created.
Create the InfoCenter Entry. For more information, see Defining InfoCenter Entries. Then, add an Attachment (for details, see InfoCenter Attachments) to the entry with the following settings:
Field | Entry |
|---|---|
Type | Select "Dynamic Favorite" from the list. |
Open | When set to "YES", then the ESP card will always show the link and the count, even if the count is 0. When set to "No" or left blank, then the ESP card will only show the link and the count, if the count is over 0. |
Filename | Select a shared dynamic favorite from the list. |
Set up the category code to trigger on the case. For more information, see Category Definition. The following fields must be entered as described:
Field | Entry |
|---|---|
Type | Select "Category Code" from the list. |
InfoCenter Code | Select the InfoCenter entry from step 2. |
The InfoCenter source or the data on the ESP card is used to decide the address/issue that triggered the InfoCenter ESP card. If no address/issue is specified, the first one is used. For example, if you have two products on two different issues, the link on each product card will filter on the issue that triggered it. The address is not specified, so the first address will be looked up.
To automatically display InfoCenter when a field updates:
From Administration, select Configuration Settings > [configuration name] > New UX. The New UX Configuration Editor page will display.
In the InfoCenter Catalog Auto Search Categories field, enter the category (for example, cxx_code or initial_user_code).
Displaying Related Cases on ESP Cards (Caller/Product/Store)
To set up Related Cases on the Caller, Product, or Store ESP Cards:
Complete step 1 from the Displaying Related Cases on InfoCenter section.
From Administration, select Layout Editor and select the ESP layout you want to edit from the Layout List. (For example, IssueProductESPH.) For more information about Layout Editor, see Editing a Layout.
On the Fields tab, find the Favorite Report Link field and drag the field into the layout.
With the Favorite Report Link field highlighted on the layout, select the Properties tab and click Show Advanced.
The Directive field will be prefilled with "ast-esp-favorite-report-link." DO NOT CHANGE this field information.
In the Dynamic Favorite ID field, enter the favorite ID for the Case Listing Report favorite.
If necessary, set the Display When Zero field to "true." The default value is "false."
Click Save and regenerate the layout.
How Related Cases is used on a Case
When an agent is on the Case screen and updates a specific category code (set up in Step 3 above), the Dynamic Favorite will run and an ESP card will display. The card will show a link and the number of cases, depending on the configuration. The agent will click the link to view the results.