Customizing ESP Card Layouts
An administrator can edit some of the ESP card layouts using the Layout Editor. When an administrator edits the card layout, an agent will view the ESP card on the case according to the customized layout. The following ESP layouts are customizable:
ESP Layout | Layout Description |
|---|---|
SearchAddressEspResponseH | Address Search Results |
CaseCallerEspH | Caller |
IssueProductEspH | Product |
IssueAddressEspH | Issue Linked Addresses (for example, store address) |
LocatorEspResponseH | Power Locator Results |
If you have upgraded to v11.1 and these layouts were previously customized manually, they may not be editable until manual updates are made.
Reverting Customized ESP Layouts
If you have previously customized ESP layouts before upgrading to v11.1, you may need to delete the custom layout to use the Layout Editor for reapplying your customizations.
To revert the ESP custom:
Access the Layout Editor from the Application Function Bar by selecting Administration > Layout Editor.
Select the name of the layout from the Layout List drop-down menu.
On the page banner, select the Delete button. A confirmation message will display.
Select Delete and the customized layout will revert to the standard layout.
Layout Editor Layouts and ESP Card Views
Below are some examples of ESP layouts using the Layout Editor. They show how the Layout Editor will look for an administrator and how the ESP card will look to the agent.
Layout: SearchAddressEspResponseH
Layout Editor View
ESP Card View
Layout: IssueAddressEspH
Layout Editor View
ESP Card View
Launching ESP Card on the Case
After editing and generating an ESP layout, an agent will see the customized layout when entering fields on the case that cause the ESP card to display. Below is a table that shows how to launch each customizable ESP layout.
ESP Layout | ESP Card Name | Steps to Launch on Case |
|---|---|---|
SearchAddressEspResponseH | Address Search | In the Primary Address section, enter address information, such as last name and zip code. Then, click the Search Existing Address button. |
CaseCallerEspH | Caller | The Caller card shows the caller's address information. |
IssueProductEspH | Issue Product | The Product card shows the product information.
|
IssueAddressEspH | Linked Address | In the Issue section, add a Store. The store details will show in the ESP card. |
LocatorEspResponseH | Suggested Addresses | This card is used when suggesting relevant addresses. For example, if an agent enters a zip code, then matching nearby businesses are suggested. |
You can click the Product icon on the upper left side of the card to open a window which shows the product details.