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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:

  1. Access the Layout Editor from the Application Function Bar by selecting Administration > Layout Editor.

  2. Select the name of the layout from the Layout List drop-down menu.

  3. On the page banner, select the Delete button. A confirmation message will display.

  4. 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.

(info) You can click the Product icon on the upper left side of the card to open a window which shows the product details.

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.

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