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Case View Interface

28-Dec-2016

The case view is the main view the case itself. It consists of various sections which gives you a bunch of options when dealing with a case.

Sections

Section	Summary
Case Number and Data	View and update all case details here.
Activities and Count	List of all activities and their counts. Click on an activity to view it.
Attachments	If there are any attachments to the current activity, they will be displayed here.
Actions and Article Links	All extended actions on a case such as Escalate, De-Escalate, Merge, Linking, Article associations.
Contact Summary	A summary of the contact, and all contact actions in regards to the case.
Company Summary	A summary of the company, and all company actions in regards to the case.
Calendar	Create calendar events related to the case.
Case Discussion	Discuss the case with other users that's not attached as an activity itself.
Audit Trail	View all events on the case.
Case Transfer	Transfer a case to another agent or queue.
Case Watchers	Watch and view all watchers on the case.
Apply Template	Apply a template to the case properties.
Next Case You Own	Go to the next case that requires your attention that you own.
Next Case	Go to the next case that requires your attention that you either own or thats within your work queues.

Activity Actions

Section	Summary
New Activity	Create a new activity which could be a custom type, or an internal note, or a new outbound email.
Reply to Email	Reply to an inbound or outbound email.
Reply to All Recipients of Email	Reply to all recipients in the inbound or outbound email.
Forward Activity	Forward the activity as an email.
Create Article	Create a new knowledge base article based on this activity copying the case meta data to the article.
Submit JIRA update	If you have JIRA integration, you can comment directly on an issue just like an activity.

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